State Street CIO Sparks Culture Change Around Problem-Solving

Over 18 months beginning in January 2017, 1,000 employees—including those from information technology, marketing and other parts of the business—were trained in the method. “It teaches people to listen differently and how to be innovative,” Mr. Shagoury said. “No one says ‘No.’ It’s almost like a support group.”

Design-thinking sessions taught employees how to focus on the entire client experience, which sometimes gets lost in product development.

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