Welcome to “Continuous Improvement,” the podcast where we explore strategies, techniques, and experiences in striving for ongoing growth and development. I’m your host, Victor, and in today’s episode, we’ll dive into the world of design thinking and its relevance in organizations.

But before we begin, I want to share a personal story. As an Engineering Manager at Thought Machine, a fintech startup, I’ve been reflecting on the challenges and opportunities of adopting a human-centered innovation approach within our organization. Today, we’ll explore the potential obstacles and how we can overcome them to drive continuous improvement.

At Thought Machine, we have a strong engineering culture, with a focus on technical expertise. However, one of the pitfalls we face is an obsession with software engineering tasks rather than solving customer pain points. Our team tends to work in silos, disconnected from the needs and experiences of our banking clients.

But here’s the thing, in today’s world, customers expect seamless digital experiences and innovative solutions. To address this, we need to shift our mindset towards a customer-centric approach. That’s where design thinking comes in.

Design thinking encourages us to empathize with our users, to truly understand their needs and challenges. It challenges us to think beyond technology and concentrate on solving real problems.

However, integrating design thinking into our organization is not without challenges. Our engineers are known for being problem solvers, but sometimes they jump straight into solutions without spending enough time understanding the problem. They may come up with brilliant technical solutions, spending days refactoring code, without providing any real business benefit to the end users.

In order to overcome this, we need to encourage our engineers to spend more time with users, to ask the right questions, and to discover the true jobs that need to be done. By understanding the human needs behind the technology, we can deliver more meaningful solutions.

Another obstacle we face is the reliance on divergent thinking. Our technical culture values clear direction, cost savings, and efficiency. However, design thinking requires us to explore multiple options, to go sideways before moving forward. This can be uncomfortable for our team, who are accustomed to rational and objective problem solving.

To tackle this challenge, we need to create an environment that embraces divergent thinking. We need to foster a culture of learning, where failure is seen as an opportunity for growth. By encouraging collaboration and open-mindedness, we can unlock the full potential of design thinking in driving innovation.

As an Engineering Manager, I see the potential of design thinking in transforming our team. By taking a user-centric approach, we can involve our banking clients in the design process, understand their needs, and create highly usable and accessible core banking products. But it won’t be an overnight change.

We need to start small, inserting the user-centric DNA into our practices. I believe that my role as a client-facing leader can be the catalyst for this transformation. By understanding the real motivations of banks and mapping them to our technological capabilities, we can drive innovation that truly meets their needs.

Measurement and evaluation are crucial in the journey towards continuous improvement. We must move beyond financial indicators and consider other metrics, such as the number of user journey maps created or the impact on the user experience. By focusing on tangible outcomes, we can ensure that our efforts are driving positive change.

Implementing design thinking may require a cultural shift within our organization. As a leader, I recognize the importance of creating an environment that fosters collaboration, celebrates failure, and embraces continuous learning. By challenging our assumptions, collaborating with external experts, and keeping an open mind, we can strive for ongoing growth and development.

In conclusion, design thinking provides us with a powerful framework for human-centered innovation. Through empathy, collaboration, and iteration, we can unlock our team’s full potential and drive meaningful change within our organization.

Thank you for joining me on this episode of “Continuous Improvement.” I hope you found inspiration and insights into the world of design thinking. Remember, improvement is a continuous journey, and it starts with a willingness to challenge the status quo.