Exploring the influence of Design Thinking tools on the accountability of decision makers in aid projects

There is continued criticism regarding the over-reliance on rational, linear and quantitative management approaches by decision makers of aid projects within Non-Governmental Organisations (NGOs). Such approaches have led to accountability efforts being primarily directed to donors with limited participation from beneficiary populations. There is an increasing interest in Design Thinking by decision makers as an approach to support more beneficiary-centred accountability in projects. However, there is limited understanding about whether Design Thinking tools can influence the accountability of decision makers. <br><br>Accountability can be conceptualised as `felt' accountability which privileges the internal motivations and virtue of decision makers; and as 'imposed' accountability which privileges formal, coercive and compliance-based mechanisms on decision makers. The objective of this thesis was to understand whether specific Design Thinking tools can influence the `felt' accountability of decision makers in aid projects. To achieve this, the thesis explored two case studies in Ghana and in UK/Lebanon.<br> <br>The research methods involved participatory action research during the projects, followed by semi-structured interviews with key decision makers after project completion. The analysis was conducted by a combination of manual processes and NVivo software. The analysis revealed decision makers perceived two specific tools, being personas and Journey maps, as having influenced their `felt' accountability. There are four emergent factors that suggest how the tools may be contributing to the `felt' accountability of decision makers: this is firstly by building a shared picture among diverse groups, secondly by humanising complex information, thirdly by grounding discussions in realities, and lastly by deepening empathy and connection between decision makers and beneficiaries. This is the first study to suggest that the inclusion of Design Thinking tools can influence, and even enhance the `felt' accountability of decision makers towards beneficiaries. However, more research is needed to test these suggestive findings.