Systems Thinking and Design Thinking: Two Often Overlooked, Yet Valuable Soft Skills

At my workplace, I have the privilege of working with a talented team of senior staff and key problem solvers to tackle complex challenges under the guidance of our CEO and President. Recently, we’ve discussed the critical importance of two often-overlooked soft skills in leadership: systems thinking and design thinking. This prompted me to reflect on why these methodologies, despite their transformative potential, are often overshadowed by traditional leadership traits like decision-making and technical expertise. One reason could be that systems thinking and design thinking emphasize holistic analysis and human-centered problem-solving, both of which require patience and iterative exploration—qualities that may seem at odds with the pressure to deliver quick, measurable results. Yet, when applied thoughtfully, these skills drive innovative, user-focused solutions that benefit students, staff, and stakeholders alike, whether by streamlining operations or generating revenue. Since I view these skills as some of my greatest strengths, I will continue to champion their value at every opportunity.

Systems thinking allows organizations to see the bigger picture. It encourages a holistic perspective, mapping the interconnected processes, teams, and resources within an institution. By understanding how these elements influence one another, we can design solutions that maximize efficiency and avoid unintended consequences. Design thinking complements this by emphasizing the human experience at the center of problem-solving. It’s an iterative process that begins with empathy—seeking to deeply understand the needs of the people affected by a problem—and works through creativity and testing to find the most effective solutions. In my experience and countless projects I have been a part of or lead over the 20+ years of my design career, I have used these methodologies in context of product design and development, but I was curious how these methods of thinking can be applied in the context of higher education, outside that of product design. Here's the thing, the application of systems thinking and design thinking is universal.

Systems thinking is seeing the bigger picture, mapping the interconnected processes, teams, and resources within an organization.

Design thinking emphasizes the human experience at the center of problem-solving. It’s an iterative process that begins with empathy to find the most effective solutions.

When these two methodologies are combined, they guide organizations through every phase of a project, from the initial idea to the final implementation and beyond. How can systems thinking and design thinking shape each stage of the process and transform projects?

Systems Thinking and Design Thinking Across Project Phases

Conceptualization Phase

Every great project starts with a clear understanding of the challenge at hand. In the conceptualization phase, systems thinking plays a key role in mapping out how different parts of the organization interact and influence each other. For example, if a university is facing inefficiencies in student recruitment, this phase might involve analyzing how various departments—from marketing to admissions—contribute to the process. By identifying inefficiencies or redundancies, a clearer picture emerges of where improvements can have the greatest impact.

At the same time, design thinking centers the voices of those most affected by the problem. This means conducting interviews, surveys, and workshops to understand the experiences of students, staff, and other stakeholders. What obstacles do prospective students encounter when applying? What frustrations do staff face in managing recruitment workflows? These insights form the foundation of a human-centered approach to problem-solving, ensuring the project addresses real needs and not just theoretical ones.

Discovery Phase

In the discovery phase, the focus shifts to uncovering the root causes of the problem and exploring potential solutions. Systems thinking encourages a deep dive into how processes flow across the organization. For instance, mapping the student journey—from their first inquiry about a program to their final enrollment—can reveal bottlenecks or gaps that impede efficiency.

Design thinking shines here by fostering creativity and collaboration. Team members brainstorm ideas and create early prototypes that help visualize potential solutions. These might include mockups of new workflows, digital dashboards, or process diagrams. Prototyping at this stage doesn’t have to be perfect; the goal is to test assumptions and gather feedback from stakeholders. By combining systems-level analysis with human-centered creativity, the discovery phase sets the stage for impactful design.

Design Phase

The design phase takes the insights and ideas from the discovery phase and translates them into actionable plans. Systems thinking ensures that the proposed solution is aligned with the organization’s larger goals and that it integrates smoothly with existing processes and systems. For instance, if the project involves developing a new online portal, this phase might involve ensuring that the portal works seamlessly with other tools like the learning management system or student information system.

Design thinking remains central to the process by prioritizing usability and accessibility. High-fidelity prototypes or pilot programs are developed and tested with real users, whether they’re students accessing the portal or staff managing workflows. Feedback loops allow for continuous refinement, ensuring the solution meets the needs of those who will rely on it most. This phase is about striking a balance between the technical and human aspects of the solution, creating something that is both functional and intuitive.

Building and Execution Phase

The building and execution phase is where plans become reality. Systems thinking helps ensure that all elements of the solution come together cohesively, avoiding silos and ensuring that everyone involved is working toward the same goal. This phase requires careful coordination to manage timelines, resources, and dependencies.

Meanwhile, design thinking remains a guiding principle, especially when testing and iterating on the solution. For example, if the project involves rolling out a new data tracking system, initial implementation might start with a small pilot group. Their feedback informs adjustments before the system is expanded across the organization. This iterative approach minimizes risks and ensures a smoother rollout.

Training and Maintenance Phase

No solution is complete without a plan for training and ongoing maintenance. Systems thinking guides the creation of training programs that account for the diverse needs of staff. Some may prefer hands-on workshops, while others benefit from written guides or video tutorials. Whatever the format, the goal is to ensure that everyone feels confident using the new system or process.

Design thinking ensures that training is engaging and user-focused. By tailoring sessions to the specific roles and responsibilities of staff, training can address their unique challenges and concerns. Maintenance plans are equally important, with clear protocols for updates, troubleshooting, and collecting ongoing feedback. Regular check-ins help ensure the solution continues to deliver value and remains relevant over time.

Scalability and Modularity for Long-Term Impact

One of the key benefits of combining systems thinking and design thinking is the ability to create solutions that are both scalable and modular. Scalability ensures that the solution can grow and adapt alongside the organization, accommodating new needs and users without requiring a complete overhaul. Modularity allows components of the solution to be reused or customized for different purposes. For example, a Salesforce integration designed to streamline recruitment processes could later be expanded to support alumni engagement or fundraising initiatives.

These principles ensure that projects deliver long-term value, not just short-term fixes. By considering the big picture and centering the human experience, solutions can evolve with the organization, driving ongoing innovation and improvement.

One of the key benefits of combining systems thinking and design thinking is the ability to create solutions that are both scalable and modular.

A Framework for Transformative Change

By applying systems thinking and design thinking at every stage of a project, higher education organizations (or any sector) can tackle even the most complex challenges with confidence. These methodologies encourage a balance between strategic, organization-wide thinking and empathy for the individuals most affected by the changes. The result is solutions that are not only efficient and scalable but also deeply attuned to the needs of users.

The ability to conceptualize, discover, design, build, and train through this lens transforms the way higher education organizations approach their work. Whether the goal is to streamline administrative processes, improve the student experience, or unlock new revenue streams, systems thinking and design thinking provide a powerful framework for achieving meaningful and lasting change. By embracing these approaches, institutions can position themselves to thrive in an ever-evolving landscape, meeting the needs of today while preparing for the challenges of tomorrow.