Purpose – As companies try to gain a deeper understanding of consumers, they are increasingly turning to user-observation and ethnographic processes. However, because of this work is normally done in an informal manner, it tends to only have value for the small number of team members working...

Purpose – In an environment where the challenge for businesses to stay ahead of the curve calls for new ways of strategizing for future success, design holds some important clues. By broadening the definition of “design” and expanding the application of design methodologies and mindsets to...

Purpose – Design thinking is a process of continuously redesigning a business to achieve both product and process innovation. The purpose of this paper is to present a this case study of two managers – both highly capable and committed, both seeking to innovate – a design thinking approach...