Change has been a constant force inside organisations since the dawn of industrialisation, yet very few have learned how to manage it effectively – evidenced by the woefully high failure rate of largescale change and transformation programmes. The harsh reality is that traditional change management approaches, with their linear processes and top-down directives, are no longer fit for purpose.
Change fatigue is at an all-time high – according to Gartner, employees’ willingness to support enterprise change has collapsed to just 43% (down from 74% in 2016). Added to this, we are about to enter a period of truly seismic change as organisations begin to embrace the transformational potential of AI. A recent Gallup survey highlighted that 85% of senior executives expect to see an ‘explosive’ increase in change projects over the next five years. Against this backdrop, it’s clear that we need to change how we do change!
Here at The EX Space we advocate a more human-centred approach to change, utilising Design Thinking and other frameworks which have emerged as a potent solution to managing change, offering a more holistic, iterative, and approach to organisational transformation.
Design Thinking has been around for decades and is already widely used in various technical fields, but recently it has started to be applied more widely in fields like HR and employee experience. In its simplest form, Design Thinking is a mindset, the primary focus of which is to develop an understanding of the people for whom a solution is being designed – in the case of change, the people who are directly impacted by it.
Rooted in the principles of empathy, iteration, and collaboration, Design Thinking has gained traction as a powerful methodology for driving meaningful change and innovation. In the realm of organisational change management, it offers a fresh perspective and a unique set of tools and techniques to navigate the complexities of change and foster a more human-centric approach.
One of the fundamental principles of Design Thinking is empathy – the ability to understand and empathise with the needs, emotions, and experiences of others. In the context of organisational change, empathy plays a crucial role in understanding the concerns, fears, and aspirations of employees affected by the change. In his 2009 book “Change by Design: How Design Thinking Transforms Organizations and Inspires Innovation,” author Tim Brown explores the importance of empathy in driving successful change initiatives and shares practical strategies for incorporating empathy into the design process.
Design Thinking is inherently iterative, emphasising experimentation, learning, and adaptation. Instead of relying on rigid, linear processes, Design Thinking encourages organisations to embrace ambiguity and uncertainty, iterating on ideas through rapid prototyping and testing. In “Sprint: How to Solve Big Problems and Test New Ideas in Just Five Days,” authors Jake Knapp, John Zeratsky, and Braden Kowitz introduce the concept of the design sprint – a five-day process for rapidly prototyping and testing ideas to solve big challenges. By adopting a design sprint approach, organisations can accelerate the pace of innovation and drive meaningful change.
Another hallmark of Design Thinking is its emphasis on creativity and innovation. By fostering a culture of creativity and encouraging divergent thinking, organisations can generate novel solutions to complex problems and drive meaningful change. In “Creative Confidence: Unleashing the Creative Potential Within Us All,” authors Tom Kelley and David Kelley explore the concept of creative confidence – the belief in one’s ability to create change and make a difference. By cultivating creative confidence within their teams, organisations can unlock their full creative potential and drive innovation.
Design Thinking also emphasises collaboration and co-creation, bringing together cross-functional teams and stakeholders to tackle complex challenges collectively. In “The Design of Business: Why Design Thinking is the Next Competitive Advantage,” author Roger Martin argues that Design Thinking can serve as a powerful tool for bridging the gap between business strategy and execution. By involving frontline employees, middle managers, customers, and other stakeholders in the design process, organizations can co-create solutions that are more inclusive, relevant, and sustainable.
In today’s fast-evolving business landscape, organisations must be agile and adaptable to thrive. Design Thinking provides a flexible and adaptive framework for managing change, allowing organisations to respond nimbly to shifting priorities, emerging opportunities, and unforeseen obstacles. In “Change by Design,” Tim Brown emphasises the importance of embracing experimentation and learning in driving successful change initiatives. By adopting a Design Thinking mindset, organisations can iterate on their change initiatives and adapt them in real-time to ensure their effectiveness and relevance.
In our latest EX Space Bitesize course, An Introduction to Human-Centred Change, we explore how to apply the EX Design Framework to change. Developed by Emma Bridger and Belinda Gannaway for their 2021 book, Employee Experience by Design, it builds on the two diamond Design Thinking ‘Innovation Framework’ used by the British Design Council, proposing three distinct phases of activity: scoping, opportunity and solution. A powerful framework for change management, it helps practitioners design change with employees in mind, ensure the overall ‘change experience’ is a more positive one and help change stick.
In conclusion, Design Thinking offers a powerful framework for managing change within organisations, enabling them to navigate complexity, foster creativity, and drive meaningful innovation. By embracing empathy, iteration, collaboration, and creativity, organisations can design change initiatives that are more human-centered, inclusive, and adaptable. As organisations continue to grapple with the challenges of change in today’s fast-paced and uncertain business environment, Design Thinking provides a roadmap for success, empowering organizations to thrive in the face of change and emerge stronger and more resilient than ever before.
Sign-up to The EX Space today if you’re interested in learning more about human-centred change and equip yourself to put people at the heart of change!
