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Volume 32, Issue 2

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Tuesday, 11 June 2019 14:56

Design Thinking Can Deliver An ROI of 85% Or Greater

The Benefits Of Design Thinking Are Quantifiable, And They’re Compelling

By Ryan Hart (principal analyst, CX) and Benjamin Brown (senior consultant, Total Economic Impact)

Design thinking has historically enjoyed “blind support” among executive leaders based on its perceived value. However, many of these same leaders now find themselves increasingly under pressure to show the return on their investments in the practice. For customer experience (CX) professionals and design thinking practitioners that have successfully introduced the methodology into their organizations, they may find that after the initial enthusiasm fades, the struggle to fund and scale begins. Forrester created a Total Economic Impact™ (TEI) model to empower design thinking practitioners with the tools and vernacular needed to quantify their efforts as well as form a compelling business case for the practice.

The model examines design thinking’s financial impact. While the ROI for each organization will differ depending upon the efficiency of the practice, the project, and the specific use case, the model found that mature design thinking practices can generate substantial measurable returns and a broad range of auxiliary benefits.