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Use Design Thinking & DevOps to

Enhance Value delivered by Digital
Transformation
Published on September 13, 2017

Rajiv K Dua Following

IT Transformation – COBIT, DevOps, Agile, ITIL, Cloud, … 26 2 3
14 articles

For the past century, analytical thinking has helped solve the complicated problems that
arose from the Industrial Revolution. These challenges were predictable, linear and well
defined, typically arising over a long period of time. On the other hand, today’s quick-
shifting world of digital is rife with complexities that are unpredictable, non-linear, ill-
defined and with short timeframes. This requires a vastly different approach - Design
Thinking, to understand the dynamic User requirements; and a different approach –
DevOps, to build appropriate products/services in this Digital world.

There are many ways to define Design Thinking & DevOps, undermentioned are
definitions from Wikipedia:

Design thinking refers to creative strategies designers utilize during the

process of designing. 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. Design thinking in business uses the designer's sensibility and
methods to match people's needs with what is technologically feasible and what
a viable business strategy can convert into customer value and market
opportunity

DevOps (a clipped compound of "development" and "operations") is a software

development and delivery process that
emphasizes communication and collaboration between product management,
Messaging
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business objectives. It supports this by automating and monitoring the process
of software integration, testing, deployment, and infrastructure changes by
establishing a culture and environment where building, testing, and releasing
software can happen rapidly, frequently, and more reliably.

Design thinking is fast becoming a key pillar in digital transformations and market
leaders across the sectors are using design thinking - also known as human-centered
design - to explore how customers and employees interact with the organization; what
their pain points are; as well as their motivations and desires. In simple words, Design
thinking is centered on developing empathy for the Users, encouraging stakeholders to
come up with ideas to innovate and create a minimal prototype and seek feedback from
the Users and continue to iterate to improve.

Users even in the enterprise are now looking for the type of quality User Experience
provided by Uber, Amazon etc. Design Thinking is must for self-service channels,
Robo-advisors, Chatbots and other customer facing technologies intended to improve
service quality & productivity. Organisations can create delightful experiences with an
intuitive design-driven approach to understand what customers want and why by
focusing on outcomes, personas that bring the user’s desires and behaviours to life when
building a solution and empathy to connect with the persona.

At its core, Design Thinking involves tapping into human experiences, including
harvesting customer input with technology development practices, when creating new
products and services. There is a high degree similarity in principles and philosophy of
Design Thinking & DevOps and they need to be leveraged together for Digital
Transformation journey needed to survive and thrive in the Digital era.

Through Design Thinking we find out “What” to build and DevOps provides us
“How” to build for the digital transformation.

DevOps philosophy and practices ensure technology based services are built iteratively
& incrementally and ensure continuous delivery & deployment resulting in significant
increase in deployment frequency & stability of IT Services to effectively respond to
rapidly changing User requirements. Enclosed are the last two years DevOps research
reports depicting increase in IT performance and improved business outcome by
leveraging DevOps.
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2 Comments

Rajeev Karkhanis 23h

Leadership – Service Delivery & Operations | Building Business Divisions | P&L Management | Customer Experie…

Well-written Dua-ji. The Design Thinking concept is increasingly being applied in designing customer
experiences also.
Like Reply 1 Like

Rajiv K Dua 4h
IT Transformation – COBIT, DevOps, Agile, ITIL, Cloud, Lean IT, SIAM

Thanks Rajeev. I totally agree with you. Design Thinking is a generic & powerful approach and can be
applied in different scenarios to enhance value creation by innovation and involving Users in the
process.
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Rajiv K Dua
IT Transformation – COBIT, DevOps, Agile, ITIL, Cloud, Lean IT, SIAM

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