Design thinking uses the 5 whys technique to uncover what people actually need beneath surface problems. Organizations that build around emotional desires, not just features, see better adoption and user acceptance across every touchpoint.
Chapters
What design thinking does is it enables you to ask the question 5 whys deep to understand what is it that you're really solving? What is the real problem? What is the real desire that you're delivering on? And it's gotta be an emotionally tied desire because we're emotional creatures. And so as you begin to think about how you structure your organization, how you structure how you serve clients, how you structure how you build products, when you keep that in mind, it changes your approach for the better. And what happens is you begin to operate with the adoption in mind upfront. Because it's all about creating a great experience.