Crisis response: design thinking can smooth disruptions
ISSN: 0275-6668
Article publication date: 25 October 2022
Issue publication date: 21 November 2023
Abstract
Purpose
Small business capabilities and customer interactions are particularly susceptible to market disruptions. Small businesses must pivot quickly to build or grow their capabilities and manage diverse strategies to deal with crises. This ability to quickly adapt and formulate strategies is necessary to help small businesses maintain sales and continue to engage with their clients, especially in light of disruption and crises. This work uses design thinking strategies to provide insight into how businesses can navigate such disruptions.
Design/methodology/approach
This research investigates how design thinking can help small businesses address crises. The focus is on leveraging design thinking strategies such as empathizing, defining, ideating, prototyping and testing (EDIPT), divergence/convergence and customer journey mapping design thinking tools.
Findings
The authors provide propositions and strategies to help firms adapt their strategies to the demands of clients during crises.
Originality/value
This piece provides an accessible introduction to three design thinking strategies (general EDIPT model, convergence/divergence and consumer journey mapping). The authors present this in the context of disruption, especially the recent pandemic, specifically focusing on small businesses.
Keywords
Citation
Duncan, A., Lehnert, K. and Blagg, H. (2023), "Crisis response: design thinking can smooth disruptions", Journal of Business Strategy, Vol. 44 No. 6, pp. 335-343. https://doi.org/10.1108/JBS-04-2022-0063
Publisher
:Emerald Publishing Limited
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