Gartner Research

Design Thinking Can Revolutionize Your Customer Experience Strategies

Published: 17 November 2015

ID: G00292693

Analyst(s): Gene Phifer


Design Thinking isn't new, but it is new to most IT organizations. IT leaders supporting business applications and applications infrastructure initiatives must understand the importance of Design Thinking for their own solutions delivery, especially as digital business opportunities arise.

Table Of Contents
  • Impacts


  • Brief History
  • Definition

Impacts and Recommendations

  • IT leaders should look at and learn from the adoption of Design Thinking by almost all of the major software and IT services providers, which could have a significant positive impact on the customer experience of the technology solutions they deploy
  • While Design Thinking has been adopted widely in product design, it has seen only moderate adoption by enterprise IT, yet improvements in user experience could be accelerated if IT leaders embraced Design-Thinking approaches
  • As digital business opportunities grow, IT's role in working with the organization is critical, and use of Design Thinking becomes an even more important success factor

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