Some would vouch that left is more important; others would swear by the right. But which one is more important? We are referring to our brain if you didn’t get the drift. When it comes to creating a product or an innovative solution, what should we be relying on? The left analytical side or the right creative side? There is no definitive answer. What is definitive is “Design Thinking!” Design thinking is a mindset and set of principles that engages both analytical and creative thinking for solving a customer problem. Till now Product Managers have been heavily relying on number crunching to find a solution to a customer problem. But in the current technology landscape, innovation and winning can only come from design thinking- but only if applied appropriately.
Before we delve into ‘Buyer’s Journey in SaaS Ecosystem’ in our next article, we would like to set the stage for design thinking. And “Why?” you ask?For the simple reason that it is going to push the frontiers of Product Management to deliver breakthrough innovations and competitive advantage.
So what is Design Thinking?
In this age of innovation-hungry and competitive-advantage driven companies, design thinking is an approach to solve customer problems by combining right-brain creative thinking with left-brain analytical thinking. But more than that; it is all about the journey and not the destination.
The customer problem might manifest itself in multiple, unknown and non-linear ways. In the same way, the understanding of the solution would always fall in the realm of ‘known’ and ‘unknown’ and that should be the starting point of innovation.
New age Product Managers should comprehend the core concept of starting with the unknown and learning as they go into the process by playing small but fast bets. The focus of Product Managers should be to start small but with genuine intent on focusing on meeting human needs. The idea is to avoid putting all your eggs in one basket and be willing to explore multiple options.
It has always been traditionally perceived that Product Management is supposed to be an analytical role. Product Managers were expected to rely on statistics and numbers to decide on the product they are creating. Product Managers love ‘big’ ideas but they always have been obsessed with analysis. That is the reason why they get trapped in ‘growth gridlock’. If the time to market is to be shortened and the process has to become lean, then just analytical thinking will never work. In this age of SaaS products where time to market is paramount, it’s not just numbers that you can rely on; there is need for empathy-based thinking as well. This is also known as human-centric or design thinking approach. This is true for both enhancing an existing product and creating entirely a new solution/product for customers.
Historically, designers have always focused on improving the look/feel and functionality of products but it was not enough and we know that it’s much more than that. Simply put, it’s non-linear and allows interactive and iterative understanding of a problem or a solution that is both analytical and experiential. The germ of design thinking starts with discovery of the customer’s problem. Since design thinking is option focused, the next step is about researching and understanding of the actual people or users involved. The next step is to ideate on how clearly we understand the problem itself and what are the options to solve it. Once the options are in place, we start experimenting with them and quickly discard any option that doesn’t work or ‘wows’. This takes us to synthesis. We should understand that when creating a product from scratch or adding new features, the option that we choose from experimentation has to be given time to grow, adapt and evolve before it becomes usable. It is an iterative process based on feedback and reflection, as the underlying concept of design thinking is that of being human-centric. Finally the solution needs to evolve and not be stagnant. Otherwise it runs the risk of becoming obsolete.
Competitive advantage doesn’t come overnight as it is a continuous process of adhering to principles ranging from mindset to process which can be aligned and applied to solve complex problems of customers. Competitive advantage through innovation most often occurs within a set of constraints, such as viability, profitability and desirability and that a traditional business-minded rational/analytic approach should be complemented with design thinking.