Driving Government Customer-Focused IT Innovation with Design Thinking

This IDC Perspective is an overview of design thinking, a design process that is widely and successfully used outside of IT. It is intended for government CIOs who are looking for tools to help improve chances for success with the complex and ambiguous IT initiatives that arise from digital transformation. It serves as a practical guide to key concepts and practices drawn from design thinking and includes an example framework for applying design thinking to an IT initiative to increase the probability of success and business impact."Government CIOs have long been challenged with building customer focus and empathy in their IT organizations and creating IT products and services that are desired and embraced by internal users and external constituencies," says Thom Rubel, adjunct research advisor with IDC's IT Executive Programs (IEP). "Design thinking is a powerful tool that can help with these challenges and should be in the toolkit of any CIO who intends to play a role in digitally transforming their agency."