Measuring the Impact of Design Thinking

Jan Schmiedgen (), Lea Spille, Eva Köppen (), Holger Rhinow () and Christoph Meinel ()
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Jan Schmiedgen: Hasso Plattner Institute for Software Systems Engineering
Lea Spille: Hasso Plattner Institute for Software Systems Engineering
Eva Köppen: Hasso Plattner Institute for Software Systems Engineering
Holger Rhinow: Hasso Plattner Institute for Software Systems Engineering
Christoph Meinel: Hasso Plattner Institute for Software Systems Engineering

A chapter in Design Thinking Research, 2016, pp 157-170 from Springer

Abstract: Abstract This article focuses on how organizations measure the impact of design thinking. The results are based on a quantitative survey that is complemented by qualitative interviews with experienced design thinkers. Even though a majority of respondents perceive some kind of impact, only a minority has tried to determine the impact in some way. Those who do not evaluate the impact, often do not know how or lack the necessary resources. The metrics of those who do measure design thinking’s impact vary considerably, but customer feedback and satisfaction is a recurring theme. We propose that the traditional means of performance measurements are often ill-suited for evaluating the impact of design thinking. We conclude with a promising industry example of how traditional measures can be used to gauge overall performance and how a story-based approach can capture the role of design thinking.

Keywords: Organizational Setting; Customer Experience; Design Thinking; Employee Engagement; Customer Engagement (search for similar items in EconPapers)
Date: 2016
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DOI: 10.1007/978-3-319-19641-1_11

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