Applying design thinking to the decision-making process: a field study in Swedish local authorities
ISSN: 0025-1747
Article publication date: 4 May 2021
Issue publication date: 6 January 2022
Abstract
Purpose
This study aims to examine the application of design thinking to complex decision-making processes in local government and to link the design thinking to the theoretical work of leading thinkers in decision-making.
Design/methodology/approach
This study uses multiple case studies, including non-participant observation, group discussions, semi-structured interviews, presentations and questionnaires.
Findings
For complex decisions, design thinking can contribute to more effective decision-making by expanding the range of solutions considered, people consulted and involved, sources of data/information and decision tools as well as in achieving buy-in to the eventual decision.
Research limitations/implications
The principal limitations include that this is one study in one country and in the public sector. There were some practical problems with external factors disrupting two of the cases, but these do not affect the findings. The principal implication is that by adopting a design thinking approach to complex decision-making, the quality of decision-making and decisions can be significantly improved.
Practical implications
When it comes to complex decisions, organisations can improve the quality of both their decision-making processes and their decisions by adopting and implementing ideas and insights from design thinking.
Social implications
For local authorities, a design approach can enhance the quality of the services provided by local authorities to citizens in particular in better meeting the needs of users and other stakeholders and in opening up better lines of communications between officials and citizens.
Originality/value
This research was based on an initiative in Swedish local government and its first implementation in practice. The authors are not aware of any similar study done elsewhere.
Keywords
Acknowledgements
The authors would like to thank the Torsten Söderberg Foundation in Sweden for enabling this research study and Lisbeth Svengren Holm, Professor Emerita at Business and Design Lab, HDK-Valand at the University of Gothenburg for many helpful comments in preparing this paper. The authors would also like to acknowledge and thank the Torsten Söderberg Foundation for their financial assistance in undertaking this research.
Citation
Frisk, J.E. and Bannister, F. (2022), "Applying design thinking to the decision-making process: a field study in Swedish local authorities", Management Decision, Vol. 60 No. 1, pp. 66-85. https://doi.org/10.1108/MD-03-2020-0384
Publisher
:Emerald Publishing Limited
Copyright © 2021, Emerald Publishing Limited