Using design thinking to delight your 'internal customers'

Consumerization has raised the expectations of all users. They want to be delighted with the applications, tools, and devices they use, which need to be simple and should not require a lot of training -- just like the technology experiences in their personal lives. The good news for CIOs is that the design-thinking principles product organizations have adopted can also be used by IT organizations. IT should think of its users not as stakeholders but as customers, and the department needs to move from building applications that meet functionality requirements to designing intuitive user experiences that empower customers. Agile development is a parallel evolution in IT that is reinforcing many design principles.