In this episode of I See What You’re Saying, we explore how human-centered design and disciplined listening intersect to solve the right problems with educator and design thinking instigator David Phillips. Together, we unpack why finding problems worth solving matters more than rushing to solutions, and how curiosity, observation, and patience fuel better communication, collaboration, and innovation.

David shares practical frameworks for applying design thinking beyond product development, revealing how leaders can uncover hidden constraints, earn candid feedback, and create environments where people feel safe to think, speak, and contribute honestly. From the dangers of data delusion to the power of prototyping, beginner’s mindset, and asking better questions, this conversation highlights how listening is the foundation of meaningful progress in business and human relationships.

Join us as we examine why innovation is a contact sport, how to get comfortable being wrong, and what it really takes to design solutions that people will adopt, trust, and sustain.

Timestamps:

1. (00:00) Introduction: Why Solving the Right Problem Matters
2. (04:10) What Human-Centered Design Really Means
3. (09:00) Why Data Fails Without Context
4. (12:55) The Danger of Solving the Wrong Problem Well
5. (16:20) A Practical Design Thinking Framework
6. (20:00) Why Innovation Requires Behavior Change
7. (24:15) Prototyping to Get Honest Feedback
8. (29:00) Learning to Get Comfortable Being Wrong
9. (33:00) Ego, Identity, and Resistance to Change
10. (37:00) Why Innovation Is a Contact Sport
11. (45:00) Asking Better Questions to Drive Better Decisions
12. (50:20) How Environment Shapes Human Behavior
13. (58:30) Finding Problems Worth Solving
14. (01:05:20) Final Takeaways and Where to Learn More

Guest Information

1. David Phillips | LinkedIn
2. Faster Glass – Innovation Training, Facilitation, and Consulting -

Resources Mentioned in the Episode

1. Scout Mindset – Julia Galef (TEDx Talk) Why You Think You’re Right — Even If You’re Wrong
2. “Connecting the Dots” – Malcolm Gladwell, The New Yorker (March 10, 2003) An exploration of puzzles vs. mysteries and why some problems resist simple solutions.
3. What’s Your Problem? – Thomas Wedell-Wedellsborg A practical guide to problem (re)framing and identifying the right challenges to solve.

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1. InQuasive: http://www.inquasive.com/
2. Humintell: Body Language - Reading People - Humintell
3. Enter Code INQUASIVE25 for 25% discount on your online training purchase.
4. International Association of Interviewers: Home (certifiedinterviewer.com)

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