Notes

1. Thinking Like a Designer

1  The Dream of Making Senz, 22 February 2013, YouTube video. https://www.youtube.com/watch?v=EnSds7kzqV0 . Retrieved 9 June 2016.

2 Cited in Nigel Cross, Design Thinking: Understanding How Designers Think and Work (London: Berg Publishers, 2011), 3.

3 Tim Brown, “Design Thinking,” Harvard Business Review (June 2008), reprint R0806E: 2. Emphasis added.

4 Examples include 5 Whys, user personas, user experience maps, and many others. A great source of tools is Vijay Kumar, 101 Design Methods: A Structured Approach for Driving Innovation in Your Organization (Hoboken, NJ: Wiley & Sons, 2013).

5 Kees Dorst and Nigel Cross, “Creativity in the Design Process: Co-evolution of Problem–Solution,” Design Studies 22, no. 5 (September 2001): 425–37.

6 Donald A. Schön, The Reflective Practitioner: How Professionals Think in Action (London: Temple Smith, 1983), 102.

7 Kees Dorst, Understanding Design: 175 Reflections on Being a Designer (Amsterdam: BIS Publishers, 2006), 177.

8 Richard Boland and Fred Collopy, “Design Matters for Management,” in Managing as Designing, eds. Richard Boland and Fred Collopy (Stanford, CA: Stanford University Press, 2004), 4.

9 Diego Rodriguez (IDEO), interviewed by author, Palo Alto, CA, February 2008.

10 Marion Buchenau and Jane Fulton Suri, “Experience Prototyping,” Proceedings of the 3rd Conference on Designing Interactive Systems (DIS 000) (New York: ACM, 2000), 424–33. http://wiki.cs.vu.nl/swouting/images/e/ef/Experience_prototyping.pdf . Retrieved 29 June 2016.

11 Schön, The Reflective Practitioner.

12 Ibid., 81.

13 Dorst and Cross, “Creativity in the Design Process,” 434.

14 Schon, The Reflective Practitioner.

15 For further details on the history of user-centred design, see my paper, “User-Centred Design and Design-Centred Business Schools,” in The Handbook of Design Management, ed. Rachel Cooper, Sabine Junginger, and Thomas Lockwood (Oxford: Berg Publishers, 2011), 128–43.

16 Later to be retitled The Design of Everyday Things (New York: Basic Books, 1988).

17 Cited in Chunka Mui, “Five Dangerous Lessons to Learn from Steve Jobs,” Forbes (17 October 2011). http://www.forbes.com/sites/ chunkamui/2011/10/17/five-dangerous-lessons-to-learn-from-steve- jobs . Retrieved 15 June 2016.

18 Harry West, “A Chain of Innovation: The Creation of Swiffer [Research Technology Management],” TMCNet (14 June 2014). http://cloud-computing.tmcnet.com/news/2014/06/14/7876042.htm . Retrieved 16 June 2016.

19  Quote Investigator. http://quoteinvestigator.com/2014/05/22/solve/ . Retrieved 19 April 2018.

20 Charles S. Peirce (1903). Lectures on Pragmatism. In Peirce (CP) 5.14–5.212. Cited in Gerhard Schurz, “Patterns of Abduction,” Synthese 164, no. 2 (September 2008): 201–34.

21 Kees Dorst, “The Core of ‘Design Thinking’ and Its Application,” Design Studies 32, no. 6 (November 2011), 521–32.

22  Design Q & A with Charles Eames, 14 April 2011, YouTube video. https://www.youtube.com/watch?v=3xYi2rd1QCg . Retrieved 24 June 2016.

23 Horst Rittel and Melvin Webber, “Dilemmas in a General Theory of Planning,” Policy Sciences 4, no. 2 (June 1973): 155–69.

24 Richard Buchanan, “Wicked Problems in Design Thinking,” Design Issues 8, no. 2 (Spring 1992): 5–21.

25 Charles West Churchman, “Wicked Problems,” Management Science 14, no. 4 (December 1967): B-141–2.

26 Roger Martin, The Design of Business: Why Design Thinking Is the Next Competitive Advantage (Cambridge, MA: Harvard Business Press, 2009).

27 Christian Bason, “Design-Led Innovation in Government,” Stanford Social Innovation Review (Spring 2013). http://ssir.org/articles/entry/design_led_innovation_in_government . Retrieved 24 June 2016.

28 Josh Hicks, “Can OPM’s ‘Innovation Lab’ Live Up to Its Silicon Valley Billing?” Washington Post, 2 May 2014.

29 United States Government Accountability Office, Office of Personnel Management: Agency Needs to Improve Outcome Measures to Demonstrate the Value of Its Innovation Lab, (GAO-14–306) (Washington DC: 2014).

30 Lorenzo Allio, Design Thinking for Public Service Excellence (Singapore: Global Centre for Public Service Excellence, United Nations Development Programme, 2014), 4. http://www.undp.org/content/undp/en/home/librarypage/capacity-building/global-centre-for-public-service-excellence/DesignThinking.html . Retrieved 27 June 2016.

2. The Adoption of Design Thinking

1 A paper I co-authored with Roger Martin expresses my views at the time: David Dunne and Roger Martin, “Design Thinking and How It Will Change Management Education: An Interview and Discussion,” Academy of Management Learning & Education 5, no. 4 (2006): 512–23.

2 See, for example, Vijay Kumar, 101 Design Methods (Hoboken, NJ: John Wiley & Sons, 2013).

3 Jimmy Guterman, “How to Become a Better Manager ... By Thinking Like a Designer,” MIT Sloan Management Review 50, 4 (2009): 39–42.

4 Bruce Nussbaum, “Design Thinking Is a Failed Experiment. So What’s Next?” Co. Design, 5 April 2011. http://www.fastcodesign.com/1663558/design-thinking-is-a-failed-experiment-so-whats-next . Retrieved 18 July 2016.

5 Petra Badke-Schaub, Norbert Roozenburg, and Carlos Cardoso, “Design Thinking: A Paradigm on Its Way from Dilution to Meaninglessness?” in DTRS8: Interpreting Design Thinking: Proceedings of the 8th Design Thinking Research Symposium, eds. Kees Dorst, Susan Stewart, Ilka Staudinger, Bec Paton, and Andy Dong (Sydney, Australia: DAB Documents, 2010), 39–49.

6 Brian Ling, “Design Thinking Is Killing Creativity,” Design Sojourn, 31 March 2010. http://designsojourn.com/design-thinking-is-killing-creativity/. Retrieved 23 May 2018.

7 Jeffrey Tjendra, “Why Design Thinking Will Fail,” Innovation Excellence, 2013. http://innovationexcellence.com/blog/2013/02/25/why-design-thinking-will-fail/ . Retrieved 22 July 2016.

8 Donald Norman, “Design Thinking: A Useful Myth,” Core 77, 25 June 2010. http://www.core77.com/posts/16790/design-thinking-a-useful-myth-16790 . Retrieved 18 July 2016.

9 Lucy Kimbell, “Rethinking Design Thinking: Part 1,” Design and Culture 3, no. 3 (2011): 285–306.

10 Fred Collopy, “Lessons Learned: Why the Failure of Systems Thinking Should Inform the Future of Design Thinking,” Fast Company Design, 7 June 2009. https://www.fastcompany.com/1291598/lessons-learned-why-failure-systems-thinking-should-2inform-future-design-thinking. Retrieved 22 May 2018.

11 Karen Hershenson, clay street external update, 2015. http://claystreet.net/wp-content/uploads/2015/06/clay-street-external-update-Jan-2015.pdf . Downloaded 17 October 2017. Note: This content was removed after P&G was contacted.

12 Ibid.

13 Kerry Bodine, “Design: Because Great Customer Experiences Don’t Happen by Accident,” Forrester, 30 July 2012. http://blogs.forrester.com/kerry_bodine/12-07-30-design_because_great_customer_experiences_dont_happen_by_accident.Retrieved22May2018.

14 Yale School of Management, “Founding of SPARC,” Design and Social Enterprise Case Series, Case Study #09-034 2010, published 23 November 2010, updated 29 June 2016. http://vol10.cases.som.yale.edu/design-mayo/founding-sparc/founding-sparc. Accessed 9 July 2016.

15 Alan G. Lafley and Ram Charan, The Game Changer: How You Can Drive Revenue and Profit Growth with Innovation (New York: Crown Business/Random House, 2008), 105.

16 Alan Duncan and Margaret Breslin, “Innovating Health Care Delivery: The Design of Health Services,” Journal of Business Strategy 30, no. 2/3 (2009): 13–20.

3. The Tension of Inclusion

1 Yale School of Management, “Mayo Clinic: Design Thinking in Healthcare: Physicians and Designers,” Design and Social Enterprise Case Series, Case Study #09-034 2010. http://vol10.cases.som.yale.edu/design-mayo/founding-sparc/physicians-and-designers. Retrieved 24 August 2016.

2 Example from Jeffrey Conklin, “Wicked Problems and Social Complexity,” in Dialogue Mapping: Building Shared Understanding of Wicked Problems (Chichester, UK: John Wiley and Sons Ltd., 2005), 3–40.

3 Jess Roberts, “Session 2: Evening Powered by PechaKucha,” Mayo Clinic Transform Conference 2016. https://transformconference.mayo.edu/ speakers/ . Retrieved 6 February 2017. Also see Thomas Fisher and Jess Roberts, “Making Culture Change Possible through Design,” Mayo Clinic Center for Innovation. http://blog.centerforinnovation.mayo.edu/2016/09/02/make-culture-change-possible-through-design/ . Retrieved 6 February 2017.

4  A.G. Lafley, Procter & Gamble, Catalyst Awards Dinner, 31 March 2015. https://www.youtube.com/watch?v=4Yv0RbKAQ1M. YouTube video.

5  The Evolution of Design Thinking, special issue, Harvard Business Review (September 2015).

6 Helle Vibeke Carstensen and Christian Bason, “Powering Collaborative Policy Innovation: Can Innovation Labs Help?” The Innovation Journal: The Public Sector Innovation Journal 17, no. 1 (2012): article 4, 20.

7 David Dunne and Roger Martin, “Design Thinking and How It Will Change Management Education: An Interview and Discussion,” Academy of Management Learning & Education 5, no. 4 (December 2006): 512–23.

4. The Tension of Disruption

1 These technologies have raised significant privacy concerns. See, e.g., Andrew Marrington, Don Kerr, and John Gammack (eds), Managing Security Issues and the Hidden Dangers of Wearable Technologies (IGI Global: Advances in Information Security, Privacy and Ethics [AISPE] Book Series, 2016).

2 Phillip Inman, “Could a Bitcoin-Style Monetary System Spell the End for Britain’s Banks?” Guardian, 2 March 2016 . https://www.theguardian.com/money/2016/mar/02/bitcoin-digital-currency-britain-banks . Retrieved 23 September 2016.

3 Graduate Management Admissions Council (GMAC), Disrupt or Be Disrupted: A Blueprint for Change in Management Education (San Francisco, CA: Jossey-Bass, 2013); also W. Johnson, Disrupt Yourself: Putting the Power of Disruptive Innovation to Work (Brookline, MA: Bibliomotion Inc, 2015).

4 See, e.g., Ernst & Young, Disrupt or Be Disrupted: Creating Value in the Consumer Products Brand New Order (2013). http://www.ey.com/Publication/vwLUAssets/Disrupt_or_be_disrupted:_creating_value_for_brand_new_order/$FILE/EY_Disrupt_or_be_disrupted_lowres.pdf ; Accenture, Disrupt or Be Disrupted: Prescriptions for Life Sciences in the Age of Digital Medicine (2015). https://www.accenture.com/_acnmedia/Accenture/Conversion-Assets/DotCom/Documents/Global/PDF/Digital_3/Accenture-Disrupt-or-be-Disrupted-Final-Online.pdf . Retrieved 17 September 2016.

5 Mayo Clinic Center for Innovation, “What We Do.” http://centerforinnovation.mayo.edu/what-we-do/ . Retrieved 28 September2016.

6 Nicholas LaRusso, Barbara Spurrier, and Gianrico Farrugia, Think Big, Start Small, Move Fast: A Blueprint for Transformation from the Mayo Clinic Center for Innovation (New York, NY: McGraw-Hill, 2015), 47. See also the review of this book: G. Kellerman, “Design or Disrupt? The Mayo Clinic Achieves Patient Care Improvements through Innovation That Is Incremental Rather than Disruptive,” Stanford Social Innovation Review 13, no. 1 (Winter 2015): 71.

7 Yale School of Management. Mayo Clinic: Design Thinking in Health Care. http://vol10.cases.som.yale.edu/design-mayo/founding-sparc/physicians-and-designers. Retrieved 30 September 2016.

8 Michael Tushman and Charles O’Reilly, Winning Through Innovation: A Practical Guide to Leading Organizational Change and Renewal (Boston, MA: Harvard Business School Publishing, 2002).

9 The Balanced Scorecard approach looks at innovation from these four “perspectives.” It’s interesting and a step forward, but it doesn’t link these perspectives causally. See Ronald Jonash and Barnaby Donlon, “Connecting the Dots: Using the Balanced Scorecard to Execute an Innovation Strategy,” Balanced Scorecard Report (March–April 2007): 1–7. Reprint B0703A.

10 GAO Report to Congressional Requesters, “Office of Personnel Management: Agency Needs to Improve Outcome Measures to Demonstrate the Value of Its Innovation Lab” (2014). http://www.gao.gov/products/GAO-14-306 . Accessed 12 October 2016.

11 Josh Hicks, “Can OPM’s ‘Innovation Lab’ Live up to Its Silicon Valley Billing?” Washington Post, 2 May 2014. https://www.washingtonpost.com/news/federal-eye/wp/2014/05/02/can-opms-innovation-lab-live-up-to-its-silicon-valley-billing/ . Accessed 12 October 2016.

12 Mehrdad Baghai, Steve Coley, and David White, The Alchemy of Growth: Practical Insights for Building the Enduring Enterprise (New York: Perseus Publishing, 2000).

13 Bansi Nagji and Geoff Tuff, “Managing Your Innovation Portfolio,” Harvard Business Review (May 2012): 1–9. Reprint no. R1205C-PDF-ENG.

14 L. Keeley, Helen Walters, Ryan Pikkel, and Brian Quinn, Ten Types of Innovation: The Discipline of Building Breakthroughs (Hoboken, NJ: John Wiley & Sons, 2013).

15 Nicholas Carr, “Visualizing Innovation,” Harvard Business Review (September–October 1999): 3. Reprint F99501.

16 Jill Lepore, “The Disruption Machine: What the Gospel of Innovation Gets Wrong,” New Yorker, 23 June 2014: 30–6.

17 Peter Dombrowski and Eugene Gholz, “Identifying Disruptive Innovation: Innovation Theory and the Defense Industry,” Innovations 4, no. 2 (Spring 2009): 101–17.

5. The Tension of Perspective

1 Danielle Ofri, “Doctor Priorities vs. Patient Priorities,” New York Times, 27 March 2014. http://well.blogs.nytimes.com/2014/03/27/doctor- priorities-vs-patient-priorities/?_php=true&_type=blogs&_r=0 . Retrieved 1 May 2018.

2 Claire Hooker, “Understanding Empathy: Why Phenomenology and Hermeneutics Can Help Medical Education and Practice,” Medicine, Health Care and Philosophy 18, no. 4 (November 2015): 541–52. http://link.springer.com/article/10.1007/s11019-015-9631-z . Retrieved 8 March 2017.

3 Atul Gawande, “Notes of a Surgeon: On Washing Hands,” New England Journal of Medicine 350, no. 13 (25 March 2004): 1285.

4 Frido Smulders and David Dunne, “Disciplina: A Missing Link for Cross Disciplinary Integration.” Paper presented at the 11th Design Thinking Research Symposium, Copenhagen, Denmark, 13–15 November 2016.

5 Referring to a nineteenth-century allegorical book in which people were unable to see in three dimensions. Edwin A. Abbott, Flatland: A Romance in Many Dimensions (New York: Dover Thrift Edition, 1884 [1992 unabridged]).

7 Tim Brown and Roger Martin, “Design for Action: How to Use Design Thinking to Make Great Things Really Happen,” Harvard Business Review (September 2015): 4–10. Reprint R1509C.

8 In progress; for the time being, a good reference is Alex Ryan, “A Framework for Systemic Design,” FORMakademisk 7, no. 4, art. 4 (2014). https://journals.hioa.no/index.php/formakademisk/article/view/787/1109 . Retrieved 9 March 2017.

9 Alex Ryan, “A Personal Reflection on Introducing Design to the U.S. Army,” Medium.com, The Overlap, 4 November 2016. https://medium.com/the-overlap/a-personal-reflection-on-introducing-design-to-the-u-s-army-3f8bd76adcb2#.kw34zgtdt . Retrieved 23 November 2016.

10 Yotam Feldman, “Dr. Naveh, Or, How I Learned to Stop Worrying and Walk Through Walls,” Haaretz, 25 October 2007.

11 See, e.g., Peter Checkland, Systems Thinking, Systems Practice (Hoboken, N.J.: John Wiley & Sons, 1999); Harold G. Nelson and Erik Stolterman, The Design Way: Intentional Change in an Unpredictable World (Cambridge MA: MIT Press, 2014).

12 Alex Ryan and Mark Leung, “Systemic Design: Two Canadian Case Studies,” FORMakademisk 7, no. 3 (2014): 1–14. www.FORMakademisk.org .

13 Ibid., 12.

6. Reframing Design Thinking

1 Herbert A. Simon, The Sciences of the Artificial (Cambridge, MA: MIT Press, 1969).

2 Donald A. Schön, The Reflective Practitioner: How Professionals Think in Action (London: Temple Smith, 1983); Nigel Cross, Designerly Ways of Knowing (London: Springer, 2006).

3 Kees Dorst, “The Core of ‘Design Thinking’ and Its Application,” Design Studies 32, no. 6 (November 2011).

4 See, e.g., Mayo Clinic Center for Innovation: http://centerforinnovation.mayo.edu/design-in-health-care/ ; Procter & Gamble: http://claystreet.net/creative_process/ .

5 Design Kit. http://www.designkit.org/mindsets . Viewed 6 January 2017.

6 Larry Keeley, Helen Walters, Ryan Pikkel, and Brian Quinn, Ten Types of Innovation: The Discipline of Building Breakthroughs (Hoboken, NJ: John Wiley & Sons, 2013).

7 Unilever Plc, Unilever N.V., “Deodorant/antiperspirant products with fragrance and encapsulated odour counteractant,” Patent #EP 0519531 B1, 1995. https://www.google.com/patents/EP0519531B1?cl=en . Retrieved 5 January 2017.

9 Deborah Adams Kaplan, “Making Imaging Centers Child Friendly,” Diagnostic Imaging, 7 February 2014. http://www.diagnosticimaging.com/pediatric-imaging/making-imaging-centers-child-friendly . Retrieved 11 January 2017.

10 This is the Kolb Learning Cycle: David Kolb, Experiential Learning (Englewood Cliffs, NJ: Prentice Hall, 1984).

11 David J. Sill, “Integrative Thinking, Synthesis and Creativity in Interdisciplinary Studies,” Journal of General Education 50, no. 4 (2001): 288–311.

12 Roger L. Martin, The Opposable Mind: How Successful Leaders Win through Integrative Thinking (Cambridge, MA: Harvard Business School Publishing, 2009).

13 Peter Checkland, Systems Thinking, Systems Practice (Chichester, UK: John Wiley & Sons, 1993).

14 Birger Sevaldson “GIGA-Mapping: Visualisation for Complexity and Systems Thinking in Design.” Paper presented at the Nordic Design Research Conference, Helsinki, 2011. http://www.nordes.org/opj/index.php/n13/article/view/104/88.

15 Amy Kates and Jay Galbraith, Designing Your Organization: Using the Star Model to Solve 5 Critical Design Challenges (San Francisco: Jossey-Bass [Wiley], 2007).

16  Powers of Ten, 26 August 2010, YouTube video. https://www.youtube.com/watch?v=0fKBhvDjuy0 . Retrieved 24 February 2017.

7. Where Do You Begin? Building Your Design Thinking Program

1 Jennifer Rheingold, “The Interpreter,” Fast Company, 2005. https://www.fastcompany.com/53060/interpreter . Retrieved 27 February 2017.

2 “SPARC Innovation Program,” Wikipedia, last modified 26 February 2017, http://en.wikipedia.org/wiki/SPARC_Innovation_Program ; Mayo Clinic – Evolution of SPARC, 30 November 2010, YouTube video, http://www.youtube.com/watch?v=6ZPwLie6K-4 , retrieved 27 February 2017.

3 Famously attributed to Danish philosopher Søren Kierkegaard in Journalen JJ:167 (1843), Søren Kierkegaards Skrifter, Søren Kierkegaard Research Center, Copenhagen, 1997, 18, 306. http://homepage.divms.uiowa.edu/~jorgen/kierkegaardquotesource.html . Retrieved 27 February 2017.

4 Colin Burns and Jennie Windhall, RED Health Report: Design Notes 01: The Diabetes Agenda (London, UK: Design Council, 2006), 25.