L&D: Thinking About Design Thinking

Thinking Beyond the User Experience

From Wikipedia

Design thinking is also an approach that can be used to consider issues, with a means to help resolve these issues, more broadly than within professional design practice and has been applied in business as well as social issues.


As the graphic above means to suggest – Customer Requirements lead the definition of needs – but can be off-set/negated by the Requirements of other Stakeholders.

The Customer Is King – Not

You wouldn’t deliberately go broke – to meet the Customer’s Requirements – would you? You’d send them to your Competitor – just kidding.

You wouldn’t deliberately break the laws – to meet the Customer’s Requirements – would you?

You wouldn’t deliberately destroy your marketplace reputation – to meet the Customer’s Requirements – would you?

Most wouldn’t – anyway.

The trick is to meet the Customer’s Requirements – and meet both your and their Other Stakeholders’ Requirements. Where somethings may have to give.

How to decide how to resolve conflicts in Stakeholder Requirements?

Look at them in a hierarchical manner was my approach. See some of my writings on this from the mid-1990s – and adapt them to meet your Situational Reality.

Additional Readings

The Customer Is King – Not! – 15 page PDF – the original version of the article published in the Journal for Quality and Participation in March 1995 – address Balancing Conflicting Stakeholder Requirements, and suggests that the Customer is Not the King of Stakeholders (despite the unfortunate slogans from the Quality movement despite Deming’s admonitions about slogans).

Published version: Balancing Conflicting Stakeholder Requirements – Wallace – March 1995 AQP

And the version in ISPI’s November 2011 Performance Express:  performancexpress.org-Stakeholders Beyond the Customers The Customer Is King Not


We all wish life in an Enterprise could be simpler. It’s just not.

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