Adopt Design Thinking in Your Organization | Info-Tech Research Group

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End users often have a disjointed experience while interacting with your organization in using its products and services.
You have been asked by your senior leadership to start a new or revive an existing design or innovation function within your organization. However, your organization has dismissed design thinking as the latest “management fad” and does not buy into the depth and rigor that design thinking brings.
The design or innovation function lives on the fringes of your organization due to its apathy towards design thinking or tumultuous internal politics.
You, as a CIO, want to improve the user satisfaction with the IT services your team provides to both internal and external users.

Our Advice

Critical Insight

A user’s perspective while interacting with the products and services is very different from the organization’s internal perspective while implementing and provisioning those. A design-based organization balances the two perspectives to drive user-satisfaction over end-to-end journeys.
Top management must have a design thinker – the guardian angel of the balance between exploration (i.e. discovering new business models) and exploitation (i.e. leveraging existing business models).
Your approach to adopt design thinking must consider your organization’s specific goals and culture. There’s no one-size-fits-all approach.

Impact and Result

User satisfaction, with the end-to-end journeys orchestrated by your organization, will significantly increase.
Design-centric organizations enjoy disproportionate financial rewards.

Adopt Design Thinking in Your Organization Research & Tools

Start here – read the Executive Brief

Read our concise Executive Brief to find out why you should adopt design thinking in your organization, review Info-Tech’s methodology, and understand the four ways we can support you in completing this project.

Adopt Design Thinking in Your Organization – Executive Brief

1. What is design thinking?

The focus of this phase is on revealing what designers do during the activity of designing, and on building an understanding of the nature of design ability. We will formally examine the many definitions of design thinking from experts in this field. At the core of this phase are several case studies that illuminate the various aspects of design thinking.

2. How does an organization benefit from design thinking?

This phase will illustrate the relevance of design in strategy formulation and in service-design. At the core of this phase are several case studies that illuminate these aspects of design thinking. We will also identify the trends impacting your organization and establish a baseline of user-experience with the journeys orchestrated by your organization.

3. How do you build a design organization?

The focus of this phase is to:

Measure the design-centricity of your organization and subsequently, identify the areas for improvement.
Define an approach for a design program that suites your organization’s specific goals and culture.

Member Testimonials

After each Info-Tech experience, we ask our members to quantify the real-time savings, monetary impact, and project improvements our research helped them achieve. See our top member experiences for this blueprint and what our clients have to say.

9.7/10

Overall Impact

$6,299

Average $ Saved

10

Average Days Saved

Client

Experience

Impact

$ Saved

Days Saved

Testimonial

Holy Name Medical Center

Workshop

10/10

N/A

N/A

A small group of associates from our hospital attended the Design Thinking workshop over the course of 4 days. This workshop was an extremely valua... Read More

Holy Name Medical Center

Guided Implementation

10/10

N/A

N/A

Research analyst is very informed on the topic and is great to work with. Helpful presentation materials.

City of Hope

Workshop

9/10

$6,299

10

I really enjoyed the facilitation from the hosts and appreciated the templates provided to accelerate our internal documentation work.

International Organization for Migration

Guided Implementation

10/10

$36,750

20

Thank you for this initiative, the flow is solid and dynamic while keeping engagement from the team. The content structure and value are really app... Read More

Holy Name Medical Center

Guided Implementation

10/10

N/A

2

best: The material covered was very helpful for establishing a baseline understanding of design thinking. The part where it discussed the challen... Read More

eGov Jamaica Ltd.

Guided Implementation

9/10

N/A

N/A

City Of Mesa

Guided Implementation

8/10

N/A

32

This guidance was invaluable for helping to guide our development of an innovation center of excellence

North Carolina Department of Information Technology

Guided Implementation

10/10

$37,199

10

City Of Chesapeake

Guided Implementation

10/10

$12,399

5

The tool was nice to have and made it where I did not have to go out and search for a design thinking survey. It is going to be hard to determine ... Read More

MCAP Service Corporation

Guided Implementation

9/10

$2,000

5

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Workshop: Adopt Design Thinking in Your Organization

Workshops offer an easy way to accelerate your project. If you are unable to do the project yourself, and a Guided Implementation isn't enough, we offer low-cost delivery of our project workshops. We take you through every phase of your project and ensure that you have a roadmap in place to complete your project successfully.

Module 1: What Is Design Thinking?

The Purpose

The focus of this module is on revealing what designers do during the activity of designing, and on building an understanding of the nature of design ability. We will also review the report on the design-centricity of your organization and subsequently, earmark the areas for improvement.

Key Benefits Achieved

An intimate understanding of the design thinking
An assessment of design-centricity of your organization and identification of areas for improvement

Activities

Outputs

1.1

Discuss case studies on how designers think and work

1.2

Define design thinking

1.3

Review report from Info-Tech’s diagnostic: How design-centric is your organization?

Report from Info-Tech’s diagnostic: ‘How design-centric is your organization?’ with identified areas for improvement.

1.4

Earmark areas for improvement to raise the design-centricity of your organization

Module 2: How Does an Organization Benefit From Design Thinking?

The Purpose

In this module, we will discuss the relevance of design in strategy formulation and service design. At the core of this module are several case studies that illuminate these aspects of design thinking. We will also identify the trends impacting your organization. We will establish a baseline of user experience with the journeys orchestrated by your organization.

Key Benefits Achieved

An in-depth understanding of the relevance of design in strategy formulation and service design
An understanding of the trends that impact your organization
A taxonomy of critical customer journeys and a baseline of customers’ satisfaction with those

Activities

Outputs

2.1

Discuss relevance of design in strategy through case studies

2.2

Articulate trends that impact your organization

Trends that impact your organization.

2.3

Discuss service design through case studies

2.4

Identify critical customer journeys and baseline customers’ satisfaction with those

Taxonomy of critical customer journeys and a baseline of customers’ satisfaction with those.

2.5

Run a simulation of design in practice

Module 3: How to Build a Design Organization

The Purpose

The focus of this module is to define an approach for a design program that suits your organization’s specific goals and culture.

Key Benefits Achieved

An approach for the design program in your organization. This includes aspects of the design program such as its objectives and measures, its model (one of the five archetypes or a hybrid one), and its governance.

Activities

Outputs

3.1

Identify objectives and key measures for your design thinking program

An approach for your design thinking program: objectives and key measures; structure of the program, etc.

3.2

Structure your program after reviewing five main archetypes of a design program

3.3

Balance between incremental and disruptive innovation

3.4

Review best practices of a design organization

About Info-Tech

Info-Tech Research Group is the world’s fastest-growing information technology research and advisory company, proudly serving over 30,000 IT professionals.

We produce unbiased and highly relevant research to help CIOs and IT leaders make strategic, timely, and well-informed decisions. We partner closely with IT teams to provide everything they need, from actionable tools to analyst guidance, ensuring they deliver measurable results for their organizations.

What Is a Blueprint?

A blueprint is designed to be a roadmap, containing a methodology and the tools and templates you need to solve your IT problems.

Each blueprint can be accompanied by a Guided Implementation that provides you access to our world-class analysts to help you get through the project.

Table of Contents

Need Extra Help?
Speak With An Analyst

Get the help you need in this 3-phase advisory process. You'll receive 6 touchpoints with our researchers, all included in your membership.

Guided Implementation 1: What is design thinking?

Call 1: Scope requirements and your specific challenges.

Guided Implementation 2: How does an organization benefit from design thinking?

Call 1: Discuss case studies and service design.

Guided Implementation 3: How do you build a design organization?

Call 1: Assess design centricity.
Call 2: Identify areas for improvement.
Call 3: Define an approach for a design program.
Call 4: Summarize and plan next steps.

Author

Vivek Mehta

Contributors

David Dunne, Professor & Director, MBA Programs, University of Victoria and author of the book Design Thinking at Work
Gopi Bheemavarapu, Technology Strategy Advisory, Ernst & Young
Harry Meier, Deputy CIO for Innovation, City of Mesa
Mathew Ironside, Research Analyst, Agriculture Financial Services Corporation
Four external contributors who prefer to remain anonymous

Search Code: 94262
Last Revised: October 2, 2020

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