Design thinking is just like customer service – a way of thinking that cannot be inserted into a company from the middle, and most certainly not from the front lines. It is always dependent on the leaders’ strength of conviction. If it is just words, it will not stick.
Leaders that have changed entire categories, or created new categories — through what is now for some reason called “design thinking” — include Walt Disney, Steve Jobs, George Lucas, Guy Laliberte, John Lasseter, maybe even Henry Ford! All leaders who were and are willing to lead, to champion, to do. Questioning “what is” and asking instead “what if” is the thinking behind it. Designing new processes, new technology, new things, is just one part of the process
It is always dependent on the leaders’ strength of conviction. If it is just words, it will not stick.