From innovation theatre to systemic change: The role of intermediaries in design thinking

In theory, design thinking is a problem solution process for innovation practice originally defined by designers and academics. More recently, it has been packaged and sold as a service by consultancies to businesses, with the promise to solve any problem efficiently and rapidly improve consumer satisfaction. In practice, however, even after decades of evolution, the meritorious qualities of the original notion of design thinking have largely been lost due to its tokenistic co-optation, appropriation, and commodification by commercial entities seeking to apply a standardised one-size-fits-all innovation method to an increasingly diverse range of problems across different socio-cultural contexts and at speed. In response, the purpose of this paper is twofold: (i) it offers a critique of design thinking based on empirical data collected through participatory action research with a diverse cohort from a regional community in Australia over six months, and (ii) it articulates lessons learnt to help improve the process. Findings demonstrate that while core design thinking principles serve as a useful warm-up for creative practice, they remain insufficient for fostering meaningful innovation or systemic change. Instead, the study concludes that creating favourable conditions for inclusive, vernacular forms of creativity—facilitated by design intermediaries—should be prioritised, particularly for community leaders aiming to cultivate inclusive innovative communities and societies. • Argues that design thinking fails as a silver bullet for creativity and innovation and proposes a more holistic and meaningful approach. • Proposes fostering favourable conditions to complete design thinking's implementation phase, particularly for inclusive community-driven innovation. • Highlights design intermediaries as vital for innovation and socioeconomic change. • Suggests contributive culture from stable stakeholders for innovative communities. • Empirical data collected through participatory action research with a socio-culturally diverse community in Australia provides a unique and practical perspective.