Why CIOs Need To Re-Think Design Thinking

Human-centered design thinking and approaches are gaining credence among private sector decision-makers focused on innovation, but this concept appears to be unfamiliar in most public-sector CIO offices, says global analyst firm Ovum. The group points to three factors that set design thinking apart: It is highly collaborative, it is well-suited to helping create technology systems adaptable in uncertain environments, and it is mindful of both understood and hidden end-user needs. “Scaled-back budgets have caused agencies to make a host of assumptions about user needs on ICT projects. These assumptions have time and again been proven wrong when the systems are implemented, which only enhances cost from these failures,” says Ovum’s Nishant Shah. “Radical collaboration” also is a key component. He adds, “This is useful not only as a tactic but also as an overall strategy to change culture in the CIO’s office over time. Small pilots are good places to begin with design thinking — those that solve tough problems for smaller groups of people, where user needs can be more thoroughly understood.”