Design Thinking









Becoming a More User-Centred Organization: A Design Tool to Support Transformation  

Lennart Kaland, Christine de Lille

TU Delft (2)

Keywords: user-centred; organisational change; transformation; toolkit; co-creation. 


This paper describes how organizations can be supported with design tools through their transformation towards becoming more user-centred. Existing business model tools are starting points and extended through a design perspective, which allows additional flexibility and user-focus within an ongoing continuous change process. In this sense, the tools act as boundary objects facilitating stakeholder collaboration by creating a common understanding, a shared vision and values translated into actionable insights. The designed toolkit was developed using three design iterations and identifies three key levels of activities needed: on the organizational, customer and empathy level. Each level has its own perspective, involvement and actions. Findings indicate that the designed tool may indeed assist organisations in describing, discovering and developing improved customer relationships with cards and turn them into actions in a organizational context. The card-based approach with keywords and images offers an open-structured way in the modelling process to design tangible user-centred solutions. The paper reflects upon design-decisions in exploring this developed toolkit and suggests further research on usage areas, trials with companies and toolkit usability. 

This paper is licensed under the Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International licence.

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Cite this paper: Kaland, L., de Lille, C. (2016). Becoming a More User-Centred Organization: A Design Tool to Support Transformation. Proceedings of DRS 2016, Design Research Society 50th Anniversary Conference. Brighton, UK, 27–30 June 2016.

This paper will be presented at DRS2016, find it in the conference programme

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