Design Thinking – Just A Myth

Perhaps owing to its growing popularity or media attention, there is always some degree of designer community backlash over design thinking. Some would say it’s merely a business fad that’s not much different than total quality management or one-minute managing. But the attempt to do a “emperor’s new clothes” assessment of design thinking rises to a new level with an essay by Don Norman, a much respected figure in the design community. In essence, says Norman, there really is nothing new about design thinking and that we’d be better off to improve our knowledge of systems thinking. Norman says:

A powerful myth has arisen upon the land, a myth that permeates business, academia, and government. It is pervasive and persuasive. But although it is relatively harmless, it is false. The myth? That designers possess some mystical, creative thought process that places them above all others in their skills at creative, groundbreaking thought. This myth is nonsense, but like all myths, it has a certain ring of plausibility although lacking any evidence.

So why exactly is Norman trying to expose design thinking as little more than a manufactured effort to make the designer’s thinking process something unique and mystical? I suppose that on one level the hype surrounding design thinking annoys him because it does garner quite a large amount of attention. But I think he is more concerned that many of us are buying into a concept that, in his opinion, is really nothing new. To his way of thinking, designers have always been creative types. To suggest that they suddenly have some mystical power that allows them to “think” differently than everyone else, is rather silly, claims Norman. He points out that lots of professions require and demonstrate the work of highly creative people – none of whom we would technically identify as designers. Design thinkers and the firms they work for hold no monopoly on creative work. Does Norman think we should stop using the term design thinking? No – not yet. Although he thinks it is a myth, he says it is a useful one because “It will help spread the word that designers can add value to almost any problem, from healthcare to pollution, business strategy and company organization. When this transformation takes place, the term can be put away to die a natural death.”

While I see Norman’s point about design thinking, I thought he was overlooking the ways in which it is informative and inspirational to those of us in non-design professions. Norman claims there’s nothing of great substance in design thinking, but I would argue that’s not the case for me. I find the literature valuable for helping me to think differently about many things. I wanted to share this perspective and did so in the comments section. Here is what I wrote:

Thanks for your thoughtful essay on design thinking. As a non-designer and a proponent of the value of design thinking, I think there is value in challenging the ideas and forcing us to think about this thing we call design thinking. I first discovered the core ideas of design – and the ways in which it is applicable to all types of design fields, as the library director at Philadelphia University. At that institution about 50% of the curriculum focuses on design fields. I never did hear any of the faculty (many practitioners) use the term “design thinking”. I came to it more though my own studies in our instructional design program. Myth or not, I find that design thinking, and what I would refer to as the IDEO method, does provide my colleagues – who rarely think about design – and are so embedded in their daily routines that they are as inside as an insider can be -with some great ideas for how to think differently. Sharing the IDEO method provides a helpful framework for giving them a set of tools for breaking out of the insider role. So for those who are non-designers, design thinking is useful.

The many comments are worth taking a look at. I like the one that said something along the lines of “Who cares if design thinking is a myth. If helps me to achieve my goals and helps others to do so that’s what matters most.” I would agree.

Service Design Expert Comments On Library

This is a video interview with a faculty member who specializes in service design. The main reason I’m sharing it here is that the interview takes place at the Helsinki City Library, and there is some discussion about user experience as it relates to libraries

Birgit Mager from the Köln International School of Design offers a brief overview of service design as part of an international lecture series organized last month by the Helsinki City Library – to celebrate the Library’s 150th anniversary. While she has some nice things to say about the library, with respect to its design, she admits that she doesn’t have much experience with them either (she says “I’m not the librarian type”). She tells the interviewer, “Your library is a brilliant example to how much flexibility there really is to reach the customer…I see a very lively place that is made for people.” The library she says, is a good example of a “living product” – which is what service should be.

Here at DBL, we haven’t had much to say about service design. Given the number of blogs, books, conferences and other types of information about service design, it certainly is a growing profession. The differences between designing a user experience and service design isn’t always crystal clear to me. A key difference appears to be that service design is perhaps more narrow in its focus on the service operation and the interaction between the service operator and the customer. I’m still learning more about service design. Librarians, I think, can find inspiration for new ideas in either one. If the field is new to you, take a few minutes to watch the video to learn a few new things about service design.