Applying design thinking in a hierarchical organisation


  • Sonya J. CLOSE-DEBAIS Queensland University of Technology, Australia
  • Judy H. MATTHEWS Queensland University of Technology, Australia



design thinking, Innovation, Financial Services Industry, Large Organisations


Many large financial services organisations are seeking to develop their employees’ design capability to develop innovative customer solutions. Yet, there appears limited understanding on how individual employees (without a background in design) view the relationship of design thinking to innovation. This study investigates how employees perceive design thinking and its potential link to drive innovative practices within a large Australian multinational financial services organisation. An exploratory qualitative approach used face-to face semi-structured interviews with diverse participants from across the organisation. A modified existing design capability framework was used to map each individual’s perspectives and illustrate the organisation’s current DT and innovation capacity. Findings from this study contribute new insights regarding employee perceptions and design capability requirements




How to Cite

CLOSE-DEBAIS, S. J., & MATTHEWS, J. H. . . (2019). Applying design thinking in a hierarchical organisation. Conference Proceedings of the Academy for Design Innovation Management, 2(1), 1083–1094.