Here are a just a few examples of what I would call successful Design Thinking. They are what others might call Service Innovation (it’s all nomenclature).
Bank of America’s Keep The Change product. Mayo Clinic’s SPARC Innovation Lab and reorganization Kaiser Permanante reorganization NYC’s Quest to Learn digital school opening this fall Nesta’s design policy work in the UK John Thackara’s work in the UK and India Acumen Fund’s work TSA’s work
What do they all have in common? They reify and use the traditional tools and methods of designing products to design social systems, services, experiences (patient, student, saver, traveler). Here’s a quote off Tim Brown’s blog about what Design Thinking can do in health care:
“Productivity is just as important as prevention when it comes to creating affordable health. The tendency is for the political argument to jump straight to rationing as the cost control strategy but I believe there is a wealth of opportunity for innovation that creates greater productivity. Some of that will come from technology (although there are precious few examples of that so far) but much can also come from process innovation. Kaiser Permanente found ways to bring the time it takes nurses to change shift down from 40 minutes to 12 by going through a design based exploration led by nurses and other practitioners. Multiplied by every nurse on every shift on every ward in all forty hospitals this added up to a huge amount of extra time available to serve patients. The key here was that the innovations came from the ward floor, not from the executive suite, never mind Washington. Getting design thinking into the hands of health care practitioners may just offer one route to affordable health.”
Watcha think? There are tons of other examples of Design Thinking at work.