Social security institutions should think in product terms and consider quality at each stage of the product development life cycle, from concept (policy intent) through to the delivery of a benefit or service to a social security recipient.

Design thinking is a solution-based approach to finding what would-be users really need and is particularly useful in tackling problems that are not fully understood or defined.

The application of design thinking consist of an iterative process described in the figure. The rational is to iterate between problems and solutions by defining the problem to be tackled and generating and testing ideas for a solution.

Figure 3. Product development life cycle