Mindset is commonly described as the filter through which people give meaning to the world. Cognitive psychologists use the term mental map or cognitive schema to describe the concept of mentality as they address the question of how people make sense of the world in which they interact.

But defined in a simple way, mentality is a habitual mental attitude (a set of assumptions, methods or notations) or characteristic that determines how we are going to interpret and respond to certain situations.

Being a DT minded leader is having a mental attitude that begins by embracing empathy.

Being a leader means accepting risk and developing trust instead of promoting the efficiency of “everything as usual”.

Being a leader is also to sponsor collaboration and learning rather than being summed up to know his specialty.

To be leader is to know how to listen, even if truth hurts, instead of taking refuge in norms, procedures or time constraints.

Being an organization leader or being a leader in an organization is looking outside and inside the organization and understanding the culture and context of the problems of customers and employees.

Instead of looking inward looking for the ingredients that the organization has to create a product or service, leaders must first seek to know what their customers need and then identify how the organization can meet those needs.

When we put ourselves in the customer’s shoes, what aspects of their experience do you care to improve or which aspects do not yet have an answer?

We can easily see that technologies as well as competitive dynamics move rapidly in the organizational environment, so it is of the utmost importance that an organization’s leadership seeks to redesign customer experiences by widening, for example, the range of touch points in customer journey map or introducing new digital instruments.

But if it is precious that excellence is impregnated in the experience of the clients, it is also essential that the employee experience is felt by the leadership as another jewel that shines in the organizational universe.

Design thinking provides an excellent way for leadership to focus on the employee’s personal experience (understanding the problems) and to create processes, novel solutions and tools that directly contribute to employee satisfaction and to achieve better levels of productivity.

People-centered leadership means seeking to identify the needs (known, but not met, not articulated or hidden) of both the clients and the organization’s employees.

The definition of a problem can rarely be summed up in a reported or felt complaint.

On the contrary, by researching, observing and through direct contact with people, it is possible to identify problems that need to be solved and which, in turn, make it possible to gather useful information to improve or create products, services or even work processes and methodologies internal environment of the organization.

” Building to think instead of thinking about what to build ” – Tim Brown

Leadership that also facilitates experimentation/prototyping and builds on collaboration easily directs creative action to seek solutions in two strands, customers and collaborators (be they consumers or users). The success in the employees’ leadership, resulting from the resolution of their problems, has a direct impact on the resolution of customer problems due to the environment favorable to the commitment that is created.

Design thinking minded leaders within a creative process (problem definition, information search, idea generation and evaluation) should be facilitators, but also provocative, they must be conductive, but also motivators.

It must be a leadership that embraces ambiguity and builds prototypes of visions, products and services and even the magical experiences of its collaborators. Prototypes that will be tested and that will produce feedback of useful information to find the integrated solutions that satisfy the needs of all the interested parties (customer, suppliers, collaborators, etc.)

Notice: “You can prototype with anything.  You want to get an answer to your big question using the bare minimum of energy and expense possibly, but not at the expense of the fidelity of the results.  It’s not only about aluminum, foamcore, glue, and plywood.  A video of the human experience of your proposed design is a prototype.  Used correctly, an Excel spreadsheet is a wonderful prototyping tool.”

A leader embraces complexity because that is where the best answers come from.

It is therefore crucial for the leader to develop integrative thinking, that is, the ability to grasp two opposing ideas to create a solution that results from combining the most relevant points of each of those ideas.

A leader must be optimistic, but not overbearing, positive and must celebrates small successes.

It is not easy to find leaders of this nature! 🙂

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