More and more businesses are in touch with their customers from an information perspective, but not necessarily an insights perspective. The purpose of insights is to connect head and heart knowledge—information plus inspiration. Too often, information just describes phenomena with no clear path of what to do with it. But the best insights reveal behaviors or phenomena and point to solutions or ideas. And because insights are grounded in human needs and desires, they lead to ideas that create value in people’s lives.
A creative mindset can be a powerful force for looking beyond the status quo. People who use the creative techniques we outline are better able to apply their imagination to painting a picture of the future. They believe they have the ability to improve on existing ideas and positively impact the world around them, whether at work or in their personal lives.
In our Creative Confidence Series chat with IDEO Design Researcher Silvia Vergani and Principal Research Scientist at Verily Life Sciences Danielle Schlosser, we chatted about the challenges and opportunities in healthcare innovation today and how healthcare practitioners can begin to apply a more human-centered approach to their work. When design thinking methodologies are applied to healthcare they lead to a human focus and an openness to generate and test lots of ideas to find more innovative, far-reaching solutions.
When we think about design thinking, the first word that comes to mind is human. For example, what's the human need behind that business need? Design thinking encourages organizations to focus on the people they're creating for and leads to human-centered products, services, and internal processes. The core of design thinking is getting actionable and knowing your questions. It’s about simple mindset shifts or ways of asking questions differently—a new way to look at problems.
This excerpt from Creative Confidence by IDEO Founder David Kelley and IDEO Partner Tom Kelley lays out the creativity challenge of the customer journey map as a way to gain new insights and develop empathy with your customers.