Service innovation in Hong Kong organizations: Enablers and challenges to design thinking practices

Abstract

East‐Asian practitioners aspiring to engage in the design thinking (DT) practice—a human‐centred approach to innovation developed and primarily used in Western cultures—may experience a “cultural clash” or “cultural misfit” that may inhibit the acceptance of DT logic. To tap into this still underexplored terrain, this qualitative study explores the enablers and challenges of effective DT practice in achieving service innovation in Hong Kong organizations. Based on a dozen in‐depth interviews, we identified numerous sociocultural and institutional enablers and challenges, which we interpreted based on the postulates of structuration theory proposed by Giddens. Our conceptualization and empirical investigation of DT through a practice lens offers a new perspective when studying the contextual antecedents of DT. Specifically, the findings show that the choice to engage in DT practice is shaped by cultural specifics in the plurality of influences that move beyond the Western perspective and previous DT studies. From a practical point of view, our research informs policymakers and managers about the importance of being culturally sensitive and humanizing digital transformation when organizing service innovation.