8 Design Thinking
Solving Complex Problems with Design Thinking
Design Thinking is a process for solving complex problems and, similar to system thinking, design thinking relies on feedback loops and steps that require stakeholder input. Design Thinking is intended to foster innovation because it essentially democratizes the problem-solving process. Engaging in Design Thinking requires a mindset for experimentation, the necessity of collaboration, and optimism. At the end of the day, there needs to be a sense of hope and necessity for something better.[1]
Liedka, Salzman, and Azer (2017) describe Design Thinking in four primary stages while recognizing that the steps are not intended to be linear. There should be regular opportunities for feedback to loop back to a previous stage, which will return the process to various steps. The stages are:
- What is? This stage starts with the Systemic Thinking framework for analyzing a problem. It requires that the systems thinking process engage the perspective of a diversity of stakeholders in order to accurately understand the current situation or problem. This stage requires the analysis of data, conducting research with stakeholders, and the analysis of assets and unmet needs. The stage concludes when criteria are established for the solving of the problem and leads into the brainstorming phase.
- What if? This is where stakeholders generate ideas for addressing the problem or issue. It is necessary that stakeholders most closely impacted by the issue are at the forefront of the brainstorming and that there are no constraints put on them. The ideas themselves are reviewed, combined, and reshaped into possible solutions.
- What wows? At this stage, the ideas are compared against the criteria that were established at the conclusion of the What Is stage. You are looking for the “sweet spot” for ideas most closely aligned with the criteria and the capabilities of the organizations or people involved. Again, stakeholders are at the center of this process and participate in the narrowing down of ideas that become “prototypes.”
- What works? At this stage, prototypes are tried on a small scale and evaluated with the expectation that the ideas will need to be further refined or eliminated before identifying strategies to scale up to larger interventions. The stakeholders co-evaluate and co-create the ideas which are tested.
The innovative solutions are not only those that are launched after this entire process but also those that are generated along the way.
- Liedtka, J.; Salzman, R.; Azer, D. (2017). Design thinking for the greater good: Innovation in the social sector. New York: Columbia University Press. ↵
"In the 75 years since the United Nations was founded, the human race has never had to face a set of challenges like we do right now. But together, we can overcome them".
Urgent Solutions for Urgent Times (2020)
What are my motivations?
I began writing this text on the one-year anniversary of the Insurrection at the U.S. Capitol. The dramatic and tragic event is a fitting backdrop to a text on community and organizational change. It is also fitting that I am currently quarantining with one of my family members who tested positive for COVID a few days earlier; as these are some of the intense stressors of our times.
The anniversary has been sharing the headlines all week with COVID-related news which has been focused on the Omicron variant and spike in cases. It feels like around the globe we have been in a slow-moving storm for the past two years, which has shown minor signs of letting up but is constantly in the atmosphere above us. As I peruse the daily print and online news, the headlines are focused on multiple storylines that have dominated the news for over a year.
So, I am primarily motivated by the urgent and complex problems that are dominating the headlines and getting my attention.
I am also motivated by the value of Ubuntu, which I was first introduced to by Archbishop Desmond Tutu (1999) in No Future without Forgiveness[1]. He says, "A person with ubuntu is open and available to others, affirming of others, does not feel threatened that others are able and good, for he or she has a proper self-assurance that comes from knowing that he or she belongs in a greater whole and is diminished when others are humiliated or diminished, when others are tortured or oppressed, or treated as if they were less than who they are (pg. 31)." The value of ubuntu expresses our connected humanity, and serves as an inspiration and motivation to me in my life and work. If my neighbors are suffering then I cannot be thriving.
Today's urgent problems I am paying attention to
The current problems are wicked and vexing, which demands innovation and collaboration. That makes me excited; and slightly overwhelmed. Most of us could identify some of the most critical problems of our day and likely come up with similar lists. We may use different terminology but the problems would likely be similar.
So, here are some of what I consider the top problems of today that seem to dominate the headlines, our conversations, the meetings I go to, and my thoughts. You may not share the same observations of current issues but it is important that I share mine.
- Climate crises and weather catastrophes impacting communities across the globe and causing unprecedented migration
- Mental health and substance abuse crises, particularly with youth and young adults who are languishing and feeling disconnected
- Housing instability and income and wealth inequality, which are rooted in pervasive systemic racism and capitalism
- Unfettered criminal justice system and need for police reform
- Policy discrimination against the LGBTQ+ community, especially trans and gender-nonconforming youth
- Land and water rights, Indigenous rights, and food sovereignty
- Voting rights and challenges to foundations of democracy
- Healthcare access, especially for reproductive health
- Lack of opportunities for people with differing abilities to live as independently as possibly
What are the problems that dominate YOUR thoughts? What are the problems that motivate YOU toward change?
"We are all going through a significant period of evolution, and it means, that there's an opportunity in that, it feels burdensome right now, because so much has been taken from us. But there's such an incredible opportunity, to decide how you want to show up in the new world.
Because it will be a new world. And my greatest hope is that we don't reach for normal, that we reach for better."
-Michelle Norris, Michelle Obama Podcast - August 2020
I cannot think of a more exciting or important time to develop community and organizational change skills than NOW. The issues are overwhelming and are very apparent to us; they are staring us down, impacting our day, increasing our stress, impacting our health, reducing our opportunities, and demanding our attention. At a time like this, which can easily be overwhelming and paralyzing, I tap into a deep reserve of hopefulness and macro practice skills to keep moving forward, persevere, and stay afloat. We need to implement formerly learned and known macro practice skills while at the same time exploring new ways of working in our communities and organizations.
The issues that we are facing have likely been in existence for a while and are only exacerbated by current conditions, which means that they need to be tackled with new energy, hope, and wisdom. If we tackle current complex problems with the same toolbox that has been used for decades, I am convinced we are going to fail. That is not an option right now—at least, it shouldn’t be an option.
So, macro practice focuses on the theories, skills, and practices that contribute to improving the lives in the community by focusing not on an individual, family, or group, but on the systems and organizations that can improve or hinder a community's well-being.
Who should be engaged in community change work?
The importance of social workers engaging in macro practice is written into the professional mission which can be found in the preamble to the National Association of Social Work Code of Ethics:
The primary mission of the social work profession is to enhance human well-being and help meet the basic human needs of all people, with particular attention to the needs and empowerment of people who are vulnerable, oppressed, and living in poverty. A historic and defining feature of social work is the profession’s dual focus on individual well-being in a social context and the well-being of society. Fundamental to social work is attention to the environmental forces that create, contribute to, and address problems in living.[2]
The type of mission is not unique to social work. There are many other professions that focus on individual and societal health and well-being, requiring attention to macro issues in order to achieve the mission. Some of these are obvious, such as public health, but other professions such as education, environmental science, criminal justice, law, and business are working on issues in areas that are complex and systemic in nature.
Criticisms & challenges of 'helping' professions like social work
Despite a clear directive to focus on the individual and societal context, the profession of social work has long been challenged publicly as a profession of middle-class 'stretcher-bearers' who often contribute to the very problems and issues they intend to address (Alinsky, 1971[3]; Courtney and Strecht, 1994[4]). Are social workers looking too closely at individual needs rather than systemic causes of problems? Are we gazing and looking in the 'right' spaces?
Homan (2016) reminds us that we find it hard to ignore things once our eyes are open to them—but we need to do more than just look[5]. In order to support the systemic needs that children, families, neighborhoods, and organizations require, we need to have our eyes open to the multitude of factors that are likely to help them as well as hinder their well-being. We need to see the issues. We need to be willing to get uncomfortable—and often emotional. We need to consider culpability. What I want others to understand, however, is that this discomfort can be very empowering because it is also motivational.
Critical social work theorists such as Baines (2007)[6], Carroll and Minkler (2000)[7], and Nicotera and Kang (2009) are working to guide the profession toward effectiveness during a period of globalization and in a world that is increasingly interconnected. They argued that in order for the profession to fulfill its mission, it will need to move toward an increased commitment to social justice and transformation, requiring critical consciousness-raising versus contentment with the status quo (Baines, 2007; Nicotera & Kang, 2009).[8]
These criticisms stem from a place of hope and aspiration for what social work can and should be. I have always looked to these criticisms as a source of motivation. How can we liberate ourselves from the part of our profession or professional strategies that perpetuate inequality, continue to provide charity as a solution, harm families who are seeking help but can’t access it, or contribute to harmful overregulation of people’s lives?
What is macro practice?
'Macro' is the term used to describe the large and systemic level on which we are going to focus, which is differentiated from a micro level of practice. As a social worker, if I were to engage in micro-practice, I would likely be referencing working with an individual, a child, and/or their family. The graphic shows a simplified explanation of macro practice as related to micro and mezzo practice levels.
Engaging in macro practice requires an in-depth understanding of systems theory which will be introduced in Chapter 6. In addition, we will explore the application of systems theory into systems thinking and design thinking; methods of understanding in-depth causes of complex problems as well as strategies for identifying optimal solutions.
Generalist skills applied to cacro practice
Community and organizational skills for macro practice in our case will follow the generalist social work practice steps (graphic 1.2). Whether or not you are entering the social work or another change-making profession, the language and steps should be understandable and relatable.
The graphic shows the cycle of generalist practice steps.
Together, we will be referencing these generalist steps as we embark on our journey of developing community and organizational change. As we do this, please keep at the forefront the issues that have motivated you to be a change-maker, a social worker, and a leader in the first place. You clearly are here, studying this material for a reason. You want to make a difference in your community and in the lives of others. So, keep a hold of that.
I am excited to be on this journey with you.
