The Customers Made Us Scale It

JP Morgan Chase & Co.

Many companies likes to think they’re practicing design thinking, but most of them are wrong. Sam Yen, former Chief Design Officer of SAP and now Managing Director at JP Morgan Chase & Company, speaks with Stanford Professor Bob Sutton about how the design thinking movement gets lost in translation. He shares how SAP harnessed the energy of customers to combat employee inertia and foot-dragging.