The problem with ‘human-centered design’ is not doing enough research into who the actual people are and what their needs are. Most organizations don’t do the research and simply ‘empathize’ with their stakeholders. In actuality you need to listen to people’s lived experiences in order to do real research into their actual problems. I think IDEOs culture prohibited this type of deep dive into research. Most of the tech firms in Silicon Valley have the same cultural problem.