Learning objective
Separate discovery and problem definition from solution exploration and delivery.
Why it matters
A team commits to a solution before it has understood whose problem it is solving.
Core concept
Diverge to gather perspectives, converge to define a defensible challenge; diverge again to develop options, then converge through testing. Each transition is a decision gate, not a promise that work moves only forward.
Scenario
A clinic wants an AI booking bot after complaints about long waits. Interviews reveal that unclear referral rules, not booking speed, drive most repeat calls.
Worked decision
Reframe the challenge around referral clarity; test a clearer message and a human escalation route before automating booking.
Decision rule
Deliver, measure and reopen the frame when evidence changes.
Ethical boundary
Treating the four phases as a waterfall or using a workshop vote as user evidence.
AI lens
Use AI to organize evidence, then verify its source and keep decision authority with people.
Quick check
What would invalidate the first proposed action? Treating the four phases as a waterfall or using a workshop vote as user evidence.
Next step
Complete the Double Diamond case.