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Structure is a balance between form and freedom. Every organization needs a structure, but every structure must allow for the different needs of those who will use it. Which comes first, the people or the process? The answer is: both. Human-centered design starts with a strategy that incorporates business and people and allows work to proceed amid continual waves of change. The people who use this design are also balanced: between convergent thinkers who maintain the status quo and divergent thinkers who enable innovation.