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Solving Problems with Design Thinking: Ten Stories of What Works
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(c) 2025 Columbia University Press. All Rights reserved.
Page vii
Contents
Page ix
Preface: The Story Behind Our Stories
Page xiii
Acknowledgments
Page 1
1. Dispelling the Moses Myth
Page 15
2. Reimagining the Trade Show Experience at IBM
Page 35
3. Postmerger Integration at Suncorp
Page 57
4. Transforming B2B Customer Engagement at 3M
Page 74
5. Rethinking Strategic Planning at SAP
Page 92
6. Redesigning the Customer Contact Center at Toyota
Page 107
7. Social Networking at MeYou Health
Page 126
8. Industry Collaboration in Financial Services with the FiDJI Project
Page 143
9. Rethinking Subsidized Meals for the Elderly at The Good Kitchen
Page 160
10. Engaging the Citizens of Dublin
Page 179
11. Scaling a Design Thinking Competency at Intuit
Page 196
12. Where Do We Go from Here?
Page 211
Postscript: Educating Managers for Design
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1. Dispelling the Moses Myth (15)
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2. Reimagining the Trade Show Experience at IBM (21)
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3. Postmerger Integration at Suncorp (23)
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4. Transforming B2B Customer Engagement at 3M (18)
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5. Rethinking Strategic Planning at SAP (19)
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6. Redesigning the Customer Contact Center at Toyota (16)
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7. Social Networking at MeYou Health (20)
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8. Industry Collaboration in Financial Services with the FiDJI Project (18)
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9. Rethinking Subsidized Meals for the Elderly at The Good Kitchen (18)
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10. Engaging the Citizens of Dublin (20)
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11. Scaling a Design Thinking Competency at Intuit (18)
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12. Where Do We Go from Here? (16)
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Postscript: Educating Managers for Design (7)
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Columbia University Press Publishers Since 1893 New York Chichester, West Sussex cup.columbia.edu Copyright © 2013 Jeanne Liedtka, Andrew King, and Kevin Bennett All rights reserved Library of Congress Cataloging-in-Publication Data Liedtka, Jeanne. Solving problems with design thinking : ten stories of what works / Jeanne Liedtka, Andrew King, Kevin Bennett. pages cm Includes bibliographical references and index. ISBN 978-0-231-16356-9 (cloth : alk. paper) — ISBN 978-0-231-53605-9 (ebook) 1. Creative ability in business. 2. Design. I. King, Andrew (Andrew Courtland) II. Bennett, Kevin B. (Kevin Bruce), 1957-III. Title. HD53.L545 2013 658.4’03—dc23 2013009497 Columbia University Press books are printed on permanent and durable acid-free paper. This book is printed on paper with recycled content. Printed in the United States of America c 10 9 8 7 6 5 4 3 2 1 cover design: Noah Arlow References to websites (URLs) were accurate at the time of writing. Neither the author nor Columbia University Press is responsible for URLs that may have expired or changed since the manuscript was prepared.
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Solving Problems with Design Thinking: Ten Stories of What Works
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(c) 2025 Columbia University Press. All Rights reserved.
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(c) 2025 Columbia University Press. All Rights reserved.
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