Struggles as triggers in a design-thinking journey

The scholarly and practitioner literatures have both described the potential benefits of Design Thinking (DT) to develop innovations. Innovation processes are widely characterized by continuous competing demands, which generate tensions. The paper analyzes a DT innovation journey, focusing on the struggles and triggers of participants as they work through conflicting demands. Following a qualitative inductive research design, the study reports on the experience of a group of management students exposed intentionally for the first time to the introduction of DT practices in a class setting. The originality of the paper lies in the fact that it analyzes participants' particular points of view, including feelings and cognitions, during the overall process. This angle allows identifying and describing three main struggles and triggers (destabilizing, non-deciding, abstracting) for new adopters in each step of the DT process, which represent a cultural clash with their background. The study contributes to a better understanding of DT by acknowledging its challenges and costs, to be able to apply it as an organizational resource when facing competing demands. Moreover, it aims to provide some initial steps on how to move organizations to a culture based on collaboration and experimentation, able to better cope with innovation tensions.