Design Thinking (DT), (also known as human-centered design) is an innovation process used to evolve products and services in business and social impact sectors. World-renowned companies like Apple, Google and GE use DT for business solutions, and top-tier colleges like Stanford, Harvard and MIT teach DT to students looking to solve the world’s biggest problems.But is DT the be-all and end-all to how we solve problems? The short answer is not always. DT is what it says it is: design thinking. We’ve been using our heads, and along the way, we’ve left out our hearts. DT started being written about in 1987. I was introduced to DT in the early 2000s. Then, business leaders like Daniel Pink, one of the top 15 business thinkers in the world, Tim Brown, CEO of IDEO, a design and innovation company, and the d.school, a design-focused learning program, at Stanford University began introducing DT to the business world.Throughout my career, I always felt something was missing in the innovation and design process. Design models discounted the impact emotions and behaviors played in business. I was then introduced to DT and knew this was exactly what was missing.

It brought a new perspective to the business world. It placed the “human” at the center of the problem and the solution. DT had the power to transform people and culture, and it has somewhat. However, because of a lack of understanding of what it means to be truly human-centered (you have to connect to your emotions and humanness first), DT’s performance and success has been limited.It has now been almost 20 years since DT was introduced into Business. With advancements in technology, smartphones and social media apps, it seems the world has become more interconnected and disconnected at the same time. There’s a lack of engagement; people have retreated into their own worlds of self-separation and self-protection. This is having a huge affect on organizational outcomes, corporate outreach and social impact. It limits the ability to connect, hold positive tension and cross-pollinate ideas. If we’re going to solve challenges in the world today, we will have to evolve, find new ways to reconnect and re-engage, and work together. That’s where a heart-centered approach comes in.Two years ago, I started working with one of the world’s largest beverage companies. Our goal was to create a DT innovation lab that would increase employee engagement and improve internal shared services. During workshops, we started noticing barriers that were limiting potential outcomes. Participants thought they were being human-centered, but in reality, they were self-centered. They were unconsciously focused on being right or “winning” rather than establishing meaningful connections.With the best intentions, they would continue through the DT process and unconsciously revert to a self-centered approach.