Design principles

In this section the value of Design Thinking in IT consulting and – developing practices was captured in design principles. Through design principles, academic research contributes to managerial practice.

Additionally, through application of the design principles, managerial practice contributes to academic research. This could be achieved through verification of the positive outcomes of an artifact. In order to elucidate the effect of the design principles, these were formulated in the ‘CIMO-logic’ by Denyer, et al. (2008). The logic relates to a combination of problematic Context, for which certain Intervention is suggested, to produce intended Outcome(s), through specified Mechanisms (Appendix IV). In this case, the investigated theories regarding the IT consulting - and - developing practices provide the Context to which DT elements (Mechanisms) realize desirable Outcome(s) that is triggered by a certain DT related Intervention. This section outlines the design principles that were derived from the investigated theories of this literature review and explicates how the design principles were constructed.

Realize valuable adoption of DT

DT is challenging to adopt, especially for IT consultants and –developers. IT developers have a different, if not opposite, mind-set than a DT approach requires. The adoption of DT needs long-term resources, starting with overcoming knowledge inertia in small projects and teams. This needs a different way of thinking. Continuous application of DT contributes to this different way of thinking. However, focussing on generic process steps neglects the practices, thinking styles and mentalities that are necessary to effectively apply a different way of thinking. Additionally, the focus on generic process steps negates the value of adopting DT to be enacted in different ways. The inflexibility of its integration complicates the adoption of DT within organizations, especially when it involves an already complicated environment of IT developers. Therefore, the following design principle was constructed:

[1] IT consultants and –developers (C) need to continuously focus on the interlinking practices, thinking styles and mentalities that comprise DT in their practices (I) to realize valuable adoption of DT (O) as continuous application of this focus drives different and versatile thinking and flexible integration of DT rather than the focus on steps and tools (M).

33 Effectively elicit requirements and diminish rework

Critique on ASD includes the risk of extensive rework. The focus on quick and early results may result in architectural mistakes. Additionally, customer involvement is considered a bottleneck in ASD as it may lead to a set of requirements that is either too unified or too diverse. These shortcomings can be attributed to the lack of understanding and the inability to elicit important user requirements. Due to DT, IT developers were enabled to bundle the right requirements for the software solution due to a developed empathy. DT aids the development of a thorough understanding of the problem and the necessary requirements through interlinking practices, thinking styles and mentalities. These include:

human-centred and collaborative practices, in which the clients’ and other perspectives are incorporated to generate insights into the problem; abductive, reflective and integrative thinking modes, which stimulate challenging of assumptions and reflection how to align technical-, business- and client demands; and explorative, experimental, holistic and future-oriented attitudes, which stimulate a focus on a universal understanding and long-term oriented application. Ultimately, DT drives an efficient and effective approach in ASD that diminishes extensive rework risks. Therefore, the following design principle was constructed:

[2] IT consultants and –developers (C) need to incorporate a human-centred, collaborative, abductive, reflective, integrative, explorative, experimental, holistic and future-oriented approaches (I) to effectively derive the necessary requirements and diminish rework risks (O) as these approaches together develop a universal understanding of the problem by challenging the clients’ and other perspectives and by reflecting how to align technical-, business- and client demands in long-term oriented application (M).

Enhance effective communication skills

In eliciting the right requirements, effective communication is of vital importance. IT consultants and –developers need effective communication skills as IT requirements are becoming more and more complex. DT drives effective communication, as visuals, low-fidelity prototypes and mock-ups elicit reactions and stimulate collective sense making. The hands-on nature of DT helps to expose tacit knowledge by revealing aspects, details and relationships that were not accessible in verbal communication. IT consultants and developers struggle with the perception of prototyping in DT practices. It has a different purpose. In ASD prototypes function as a qualitative version of the software under development, whereas in DT prototypes are mere mock-ups that trigger deeper discussions regarding necessary requirements. It eases communication and helps clients and users with identifying their needs. Therefore, the following design principle was constructed:

[3] IT consultants and –developers (C) can enhance their effective communication skills (O) by communicating visually through sketches, prototypes and mock-ups (I) as it helps clients and users with identifying their needs by eliciting reactions and stimulates collective sense making with the team and client (M).

Solve business problems through IT and enhance best practice

IT consultants and –developers need to solve business problems through IT and need to elicit the right requirements. Therewith, they should employ knowledge they gained across industries to enhance best IT practice. DT aids the process of knowledge creation through its interlinking practices, thinking styles and mentalities. These include the following elements:

 thinking by doing and reflective reframing, through which knowledge is created by the iterative approach of reflection-in-action;

 collaborative working style, through which knowledge is created by consulting different perspectives; and

 experimental and explorative attitude, through which knowledge is created by explorations through prototyping or other experimentations.

34

The integrative thinking style of DT stimulates the IT consultants and –developers to apply knowledge they gained in other assignments. However, the iterative approach of DT is perceived a challenge as it might lead to over-engineering practices in ASD. IT consultants and –developers need to apply heuristic standards in evaluating whether to (re)iterate. Abovementioned insights lead to the following design principle:

[4] By adopting a collaborative, iterative, explorative and experimental approach including integrative thinking (I) IT consultants and –developers (C) can create and employ knowledge across different assignments (M) to solve business problems through IT and enhance best practice (O).

Enhance innovative capacity, perform a more valuable consulting role and gain competitive advantage

IT consulting - and - developing practices do not automatically foster innovative approaches. ASD does not necessarily incorporate a future-oriented perspective and does not allow for the generation of multiple wild ideas to drive innovative solutions. DT drives innovative capacity due to the creative and imaginative spirit it incorporates next to an integrative and future-oriented focus. Through the enhancement of innovative capacity, DT holds a central position in competitive advantage for IT developing organizations. Furthermore, it is challenging to realize a physical and mental environment that stimulates the creative spirit. However, the divergent and convergent approaches of DT, combined with abductive thinking, stimulates exploring multiple paths towards a solution which automatically fosters creativity in the process. The reframing activities of DT fosters creativity through continuous reframing of problem- and solution space and DT drives envisioning practices through its future-orientated perspective. Although it is challenging to achieve for IT consultants and –developers, the tolerance for ambiguity embedded in DT leads to an open approach in which new and creative alternatives can be developed. Therewith, DT incorporates an optimistic attitude, where it is believed that alternative solutions are better than existing ones. Through the innovative approach, DT enables the ability to tackle complex problems, creating a more valuable consulting role for IT consultants and –developers. Abovementioned insights lead to the following design principle:

[5] IT consultants and –developers (C) can enhance their innovative capacity, perform a more valuable consulting role and gain competitive advantage (O) by incorporating a creative process with divergent and convergent approaches in both problem- and solution space including an integrative, future-oriented, ambiguity tolerant and optimistic perspective (I) as it fosters the ability to tackle complex problems through the stimulated creative and imaginative spirit in an applied setting (M).

Realize better traceability and credibility of creative results

However, there are a few challenges for IT consulting - and - developing practices to include a creative process. Transparency is perceived hard to achieve in a creative process as it incorporates non-existing or minimalistic formalization efforts. A creative process is hindered by bureaucracy as it is focussed more on corporate requirements than on creative freedom. Although in a different manner than IT consulting - and - developing practices, the concept of DT drives the ability to structure the creative process, which contributes to better traceability and credibility of the creative results. This lead to the following design principle:

[6] IT consulting - and - developing practices that includes creative activities (C) should apply a DT approach (I) as it structures the creative process (M) to realize better traceability and credibility of creative results (O).

35

4. Exploratory case study and development of