Change by Design Read online

  How Design Thinking Transforms Organizations and Inspires Innovation

  Change by Design

  Tim Brown with Barry Katz

  To Gaynor

  Contents

  Illustrations

  Introduction: The Power of Design Thinking

  Part I What is Design Thinking?

  1 Getting Under Your Skin, or How Design Thinking is About More Than Style

  2 Converting Need into Demand, or Putting People First

  3 A Mental Matrix, or “These People Have No Process!”

  4 Building to Think, or The Power of Prototyping

  5 Returning to the Surface, or The Design of Experiences

  6 Spreading the Message, or The Importance of Storytelling

  Part II Where Do We Go From Here?

  7 Design Thinking Meets the Corporation, or Teaching to Fish

  8 The New Social Contract, or We’re All in This Together

  9 Design Activism, or Inspiring Solutions with Global Potential

  10 Designing Tomorrow—Today

  Acknowledgments

  Ideo Project Case Studies

  Searchable Terms

  About the Author

  Credits

  Copyright

  About the Publisher

  Illustrations

  INTRODUCTION

  the power of design thinking

  an end to old ideas

  Practically everyone who has visited England has experienced the Great Western Railway, the crowning achievement of the great Victorian engineer Isambard Kingdom Brunel. I grew up within earshot of the GWR, and as a child in rural Oxfordshire I often bicycled alongside the line and waited for the great express trains to roar past at more than one hundred miles an hour. The train ride is more comfortable today (the carriages now sport springs and cushioned seats) and the scenery has certainly changed, but a century and a half after it was built the GWR still stands as an icon of the industrial revolution—and as an example of the power of design to shape the world around us.

  Although he was the engineer’s engineer, Brunel was not solely interested in the technology behind his creations. While considering the design of the system, he insisted upon the flattest possible gradient because he wanted passengers to have the sense of “floating across the countryside.” He constructed bridges, viaducts, cuttings, and tunnels all in the cause of creating not just efficient transportation but the best possible experience. He even imagined an integrated transport system that would allow the traveler to board a train at London’s Paddington Station and disembark from a steamship in New York. In every one of his great projects Brunel displayed a remarkable—and remarkably prescient—talent for balancing technical, commercial, and human considerations. He was not just a great engineer or a gifted designer; Isambard Kingdom Brunel was one of the earliest examples of a design thinker.

  Since the completion of the Great Western Railway in 1841, industrialization has wrought incredible change. Technology has helped lift millions out of poverty and has improved the standard of living of a considerable portion of humanity. As we enter the twenty-first century, however, we are increasingly aware of the underside of the revolution that has transformed the way we live, work, and play. The sooty clouds of smoke that once darkened the skies over Manchester and Birmingham have changed the climate of the planet. The torrent of cheap goods that began to flow from their factories and workshops has fed into a culture of excess consumption and prodigious waste. The industrialization of agriculture has left us vulnerable to natural and man-made catastrophes. The innovative breakthroughs of the past have become the routine procedures of today as businesses in Shenzhen and Bangalore tap into the same management theories as those in Silicon Valley and Detroit and face the same downward spiral of commoditization.

  Technology still has not run its course. The communications revolution sparked by the Internet has brought people closer together and given them the opportunity to share perspectives and create new ideas as never before. The sciences of biology, chemistry, and physics have merged in the forms of biotechnology and nanotechnology to create the promise of lifesaving medicines and wondrous new materials. But these spectacular achievements are unlikely to help us reverse our ominous course. Just the opposite.

  we need new choices

  A purely technocentric view of innovation is less sustainable now than ever, and a management philosophy based only on selecting from existing strategies is likely to be overwhelmed by new developments at home or abroad. What we need are new choices—new products that balance the needs of individuals and of society as a whole; new ideas that tackle the global challenges of health, poverty, and education; new strategies that result in differences that matter and a sense of purpose that engages everyone affected by them. It is hard to imagine a time when the challenges we faced so vastly exceeded the creative resources we have brought to bear on them. Aspiring innovators may have attended a “brainstorming” session or learned a few gimmicks and tricks, but rarely do these temporary placeholders make it to the outside world in the form of new products, services, or strategies.

  What we need is an approach to innovation that is powerful, effective, and broadly accessible, that can be integrated into all aspects of business and society, and that individuals and teams can use to generate breakthrough ideas that are implemented and that therefore have an impact. Design thinking, the subject of this book, offers just such an approach.

  Design thinking begins with skills designers have learned over many decades in their quest to match human needs with available technical resources within the practical constraints of business. By integrating what is desirable from a human point of view with what is technologically feasible and economically viable, designers have been able to create the products we enjoy today. Design thinking takes the next step, which is to put these tools into the hands of people who may have never thought of themselves as designers and apply them to a vastly greater range of problems.

  Design thinking taps into capacities we all have but that are overlooked by more conventional problem-solving practices. It is not only human-centered; it is deeply human in and of itself. Design thinking relies on our ability to be intuitive, to recognize patterns, to construct ideas that have emotional meaning as well as functionality, to express ourselves in media other than words or symbols. Nobody wants to run a business based on feeling, intuition, and inspiration, but an overreliance on the rational and the analytical can be just as dangerous. The integrated approach at the core of the design process suggests a “third way.”

  swimming upstream

  I was trained as an industrial designer, but it took me a long time to realize the difference between being a designer and thinking like a designer. Seven years of undergraduate and graduate education and fifteen years of professional practice went by before I had any real inkling that what I was doing was more than simply a link in a chain that connected a client’s engineering department to the folks upstairs in marketing.

  The very first products I designed as a design professional were for a venerable English machinery manufacturer called Wadkin Bursgreen. The people there invited a young and untested industrial designer into their midst to help improve their professional woodworking machines. I spent a summer creating drawings and models of circular saws that were better looking and spindle molders that were easier to use. I think I did a pretty good job, and it’s still possible to find my work in factories thirty years later. But you will no longer find the Wadkin Bursgreen company, which has long since gone out of business. As a designer I didn’t see that it was the future of the woodworking industry that was in question, not the design of its machines.

  Only gradually did I come to see the power of design not as a link in a chain
but as the hub of a wheel. When I left the protected world of art school—where everyone looked the same, acted the same, and spoke the same language—and entered the world of business, I had to spend far more time trying to explain to my clients what design was than actually doing it. I realized that I was approaching the world from a set of operating principles that was different from theirs. The resulting confusion was getting in the way of my creativity and productivity.

  I also noticed that the people who inspired me were not necessarily members of the design profession: engineers such as Isambard Kingdom Brunel, Thomas Edison, and Ferdinand Porsche, all of whom seemed to have a human-centered rather than technology-centered worldview; behavioral scientists such as Don Norman, who asked why products are so needlessly confusing; artists such as Andy Goldsworthy and Antony Gormley, who seemed to engage their viewers in an experience that made them part of the artwork; business leaders such as Steve Jobs and Akio Morita, who were creating unique and meaningful products. I realized that behind the soaring rhetoric of “genius” and “visionary” was a basic commitment to the principles of design thinking.

  A few years ago, during one of the periodic booms and busts that are part of business as usual in Silicon Valley, my colleagues and I were struggling to figure how to keep my company, IDEO, meaningful and useful in the world. There was plenty of interest in our design services, but we also noticed that we were increasingly being asked to tackle problems that seemed very far away from the commonly held view of design. A health care foundation was asking us to help restructure its organization; a century-old manufacturing company was asking us to help it better understand its clients; an elite university was asking us to think about alternative learning environments. We were being pulled out of our comfort zone, but this was exciting because it opened up new possibilities for us to have more impact in the world.

  We started to talk about this expanded field as “design with a small d” in an attempt to move beyond the sculptural objet displayed in lifestyle magazines or on pedestals in museums of modern art. But this phrase never seemed fully satisfactory. One day I was chatting with my friend David Kelley, a Stanford professor and the founder of IDEO, and he remarked that every time someone came to ask him about design, he found himself inserting the word “thinking” to explain what it was that designers do. The term “design thinking” stuck. I now use it as a way of describing a set of principles that can be applied by diverse people to a wide range of problems. I have become a convert and an evangelist of design thinking.

  And I am not alone. Today, rather than enlist designers to make an already developed idea more attractive, the most progressive companies are challenging them to create ideas at the outset of the development process. The former role is tactical; it builds on what exists and usually moves it one step further. The latter is strategic; it pulls “design” out of the studio and unleashes its disruptive, game-changing potential. It’s no accident that designers can now be found in the boardrooms of some of the world’s most progressive companies. As a thought process, design has begun to move upstream.

  Moreover, the principles of design thinking turn out to be applicable to a wide range of organizations, not just to companies in search of new product offerings. A competent designer can always improve upon last year’s new widget, but an interdisciplinary team of skilled design thinkers is in a position to tackle more complex problems. From pediatric obesity to crime prevention to climate change, design thinking is now being applied to a range of challenges that bear little resemblance to the covetable objects that fill the pages of today’s coffee-table publications.

  The causes underlying the growing interest in design are clear. As the center of economic activity in the developing world shifts inexorably from industrial manufacturing to knowledge creation and service delivery, innovation has become nothing less than a survival strategy. It is, moreover, no longer limited to the introduction of new physical products but includes new sorts of processes, services, interactions, entertainment forms, and ways of communicating and collaborating. These are exactly the kinds of human-centered tasks that designers work on every day. The natural evolution from design doing to design thinking reflects the growing recognition on the part of today’s business leaders that design has become too important to be left to designers.

  Change by Design is divided into two parts. The first is a journey through some of the important stages of design thinking. It is not intended as a “how-to” guide, for ultimately these are skills best acquired through doing. What I hope to do is to provide a framework that will help the reader identify the principles and practices that make for great design thinking. As I suggest in chapter 6, design thinking flourishes in a rich culture of storytelling, and in that spirit I will explore many of these ideas by telling stories drawn from IDEO and other companies and organizations.

  The first part of the book focuses on design thinking as applied to business. Along the way we will see how it has been practiced by some of the most innovative companies in the world, how it has inspired breakthrough solutions, and where, on occasion, it has overreached (any business book that claims an unbroken record of success belongs on the “fiction” shelf). Part two is intended as a challenge for all of us to Think Big. By looking at three broad domains of human activity—business, markets, and society—I hope to show how design thinking can be extended in new ways to create ideas that are equal to the challenges we all face. If you are managing a hotel, design thinking can help you to rethink the very nature of hospitality. If you are working with a philanthropic agency, design thinking can help you grasp the needs of the people you are trying to serve. If you are a venture capitalist, design thinking can help you peer into the future.

  another way to look at it

  Ben Loehnen, my excellent editor at Harper Business, advised me that a proper book needs a proper table of contents. I have done my best to oblige. The truth is, however, that I see things a bit differently. Design thinking is all about exploring different possibilities, so I thought I would start by introducing the reader to another way of visualizing the contents of the book. There are times when linear thinking is called for, but at IDEO we often find it more helpful to visualize an idea using a technique with a long, rich history, the mind map.

  Linear thinking is about sequences; mind maps are about connections. This visual representation helps me see the relationships between the different topics I want to talk about, it gives me a more intuitive sense of the whole, and it helps me to think about how best to illustrate an idea. Linear thinkers like Ben are welcome to use the table of contents; more venturesome readers may wish to consult the inside cover and view the whole of Change by Design in one place. It may prompt you to jump to a particular section of interest. It may help you retrace your steps. It may remind you of the relationships among different topics of design thinking and may even help you to think of topics that are not covered here but should be.

  Experienced design thinkers may find that the mind map is all you need to capture my point of view. I hope that for everyone else the ten chapters that follow will provide a worthwhile insight into the world of design thinking and the potential it has for us to create meaningful change. If that proves to be the case, I hope you will let me know.

  TIM BROWN

  Palo Alto, California, May 2009

  PART I

  what is design thinking?

  CHAPTER ONE

  getting under your skin,

  or how design thinking is about more than style

  In 2004 Shimano, a leading Japanese manufacturer of bicycle components, was experiencing flattening growth in its traditional high-end road racing and mountain bike segments in the United States. The company had always relied on new technology to drive its growth. It had invested heavily in an effort to anticipate the next innovation. In the face of the changing market it seemed prudent to try something new, so Shimano invited IDEO to collaborate.

  What followed was an exercise in d
esigner-client relations that looked very different from what such an engagement might have looked like a few decades or even a few years earlier. Shimano did not hand us a list of technical specifications and a binder full of market research and send us off to design a bunch of parts. Rather, we joined forces and set out together to explore the changing terrain of the cycling market.

  During the initial phase, we fielded an interdisciplinary team of designers, behavioral scientists, marketers, and engineers whose task was to identify appropriate constraints for the project. The team began with a hunch that it should not focus on the high-end market. Instead, they fanned out to learn why 90 percent of American adults don’t ride bikes—despite the fact that 90 percent of them did as kids! Looking for new ways to think about the problem, they spent time with consumers from across the spectrum. They discovered that nearly everyone they met had happy memories of being a kid on a bike but many are deterred by cycling today—by the retail experience (including the intimidating, Lycra-clad athletes who serve as sales staff in most independent bike stores); by the bewildering complexity and excessive cost of the bikes, accessories, and specialized clothing; by the danger of cycling on roads not designed for bicycles; and by the demands of maintaining a sophisticated machine that might be ridden only on weekends. They noted that everyone they talked to seemed to have a bike in the garage with a flat tire or a broken cable.