How to Use Design Thinking for Organizational Success

Design thinking refers to processes, methods, and tools for creating human-centered services, products, and experiences. The majority of previous research on design thinking has focused on how it can be used to increase workplace innovation. However, more recent research in the Harvard Business Review examined the importance of effective leadership in implementing successful design thinking methods.

The researchers found that team members often found design thinking methods to be highly subjective and too personal. To alleviate such preconceptions of design thinking, it is important for leaders to leverage empathy, encourage divergence, navigate ambiguity, and rehearse new futures. 

1. Leveraging empathy 

One way leaders can leverage empathy is to share customer feedback. This allows team members to see how their actions impact customers. The results should be framed in terms of improving the customer service experience, rather than in terms of a performance evaluation. 

2. Encouraging divergence and navigating ambiguity.

This entails moving beyond the obvious and brainstorming the unlikely. Leaders should make space and time for diverse new ideas. The leader should promote divergence, rather than quickly moving to convergence.

3. Rehearsing new futures.

This is the testing phase of the design thinking method. At this phase, it is crucial to stimulate possible solutions with end users, employees, and others to determine the most effective and efficient solution. Leaders should be specific with what outcomes they would like achieved.