Solving Problems with Design Thinking: Ten Stories of What Works

Jeanne Liedtka, Andrew King, and Kevin Bennett

eISBN: 9780231536059

2013 (232 pages 11 figs.)

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Complete Book Download (pages 1-234)

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Front Matter (pages 1-10)

Download Contents
(pages 8-10)
Contents (pages 8-10)

Download Preface: The Story Behind Our Stories
(pages 10-14)
Preface: The Story Behind Our Stories (pages 10-14)

Download Acknowledgments
(pages 14-18)
Acknowledgments (pages 14-18)

Download 1. Dispelling the Moses Myth
(pages 18-32)
1. Dispelling the Moses Myth (pages 18-32)

Download 2. Reimagining the Trade Show Experience at IBM
(pages 32-52)
2. Reimagining the Trade Show Experience at IBM (pages 32-52)

Download 3. Postmerger Integration at Suncorp
(pages 52-74)
3. Postmerger Integration at Suncorp (pages 52-74)

Download 4. Transforming B2B Customer Engagement at 3M
(pages 74-91)
4. Transforming B2B Customer Engagement at 3M (pages 74-91)

Download 5. Rethinking Strategic Planning at SAP
(pages 91-109)
5. Rethinking Strategic Planning at SAP (pages 91-109)

Download 6. Redesigning the Customer Contact Center at Toyota
(pages 109-124)
6. Redesigning the Customer Contact Center at Toyota (pages 109-124)

Download 7. Social Networking at MeYou Health
(pages 124-143)
7. Social Networking at MeYou Health (pages 124-143)

Download 8. Industry Collaboration in Financial Services with the FiDJI Project
(pages 143-160)
8. Industry Collaboration in Financial Services with the FiDJI Project (pages 143-160)

Download 9. Rethinking Subsidized Meals for the Elderly at The Good Kitchen
(pages 160-177)
9. Rethinking Subsidized Meals for the Elderly at The Good Kitchen (pages 160-177)

Download 10. Engaging the Citizens of Dublin
(pages 177-196)
10. Engaging the Citizens of Dublin (pages 177-196)

Download 11. Scaling a Design Thinking Competency at Intuit
(pages 196-213)
11. Scaling a Design Thinking Competency at Intuit (pages 196-213)

Download 12. Where Do We Go from Here?
(pages 213-228)
12. Where Do We Go from Here? (pages 213-228)

Download Postscript: Educating Managers for Design
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Postscript: Educating Managers for Design (pages 228-234)

Solving Problems with Design Thinking: Ten Stories of What Works

Design-oriented firms such as Apple and IDEO have demonstrated how design thinking can directly affect business results. Yet most managers lack a real sense of how to put this new approach to use for issues other than product development and sales growth. Solving Problems with Design Thinking details ten real-world examples of managers who successfully applied design methods at 3M, Toyota, IBM, Intuit, and SAP; entrepreneurial start-ups such as MeYou Health; and government and social sector organizations including the City of Dublin and Denmark’s The Good Kitchen.

Using design skills such as ethnography, visualization, storytelling, and experimentation, these managers produced innovative solutions to problems concerning strategy implementation, sales force support, internal process redesign, feeding the elderly, engaging citizens, and the trade show experience. Here they elaborate on the challenges they faced and the processes and tools they used, offering their personal perspectives and providing a clear path to implementation based on the principles and practices laid out in Jeanne Liedtka and Tim Ogilvie’s Designing for Growth: A Design Thinking Tool Kit for Managers.

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