Raja Schaar is an industrial designer, afrofuturist and doomsday optimist. She is the Director at Drexel University's product design program and co-chair of the Industrial Designers Society of America, Diversity Equity and Inclusion Council. Listen to learn about: >> Raja’s career in design>> Climate change and design>> How Raja uses science fiction and futurism in her teaching and work>> Black Girls STEAMing Through Dance>> Social Impact Design>> The power of design>> Media resources for designers wanting to explore future-thinking Our Guest Raja Schaar, IDSA (she/her) is Director and Associate Professor of the Product Design Program at Drexel University’s Westphal Collage of Media Arts and Design. She co-chairs IDSA’s Diversity, Equity, and Inclusion Council is the past Education Director for the organization. Raja studies the ethical implications of design and technology through the lenses of speculative design and climate change. Her current projects address biases maternal health through wearable technology and participatory design; community-based co-design for engaging black girls and underrepresented minorities in STEM/STEAM; and generating frameworks and tools to embed Afrofuturism, biomimicry, sustainability, and climate justice into Design praxis.  Show Highlights [02:09] Raja takes us on a fun trip through her childhood “what do you want to be when you grow up?” dreams.[05:47] STEM and creativity.[06:24] How Raja ended up going into industrial design in college.[09:03] The interdisciplinary design class that changed everything.[11:37] Diving into materials life cycles and sustainability in her junior year.[13:31] Why Raja got angry at her major and wanting to change the way we do design.[16:37] Volunteering at a science museum and discovering a love of exhibition design.[17:22] Replacing the museum’s carpet tile introduced Raja to Interface, Inc. and their sustainable modular carpet system.[19:28] Product design can be ethical and sustainable and conscientious of its environmental impact.[20:38] Creating a conceptual project for the Children’s Museum of Atlanta.[21:13] Graduate school and studying critical pedagogies and looking at new ways of teaching rooted in social change.[21:59] How Raja got into teaching.[23:52] Raja talks about some of the design challenges she’s passionate about right now.[24:03] Climate change.[24:34] Economic accessibility and inclusion.[24:50] Usability.[25:27] Social impact design.[26:00] Who has access to the power of design?[28:00] Raja’s mission to open the doors of design to young black girls.[28:40] What Raja loves about design.[30:06] The true power of design.[31:14] Founding Black Girls STEAMing Through Dance at Drexel.[32:37] Looking at the effects of climate change on communities of color worldwide.[35:01] Science fiction and speculative design in Raja’s work.[35:18] Everybody’s a futurist.[36:14] Raja’s love of science fiction came from her parents.[37:08] Reading Mary Shelley’s Frankenstein in an engineering ethics class.[40:25] There’s a lot to learn from science fiction’s futurist thinking.[41:41] Using ideas from science fiction in her work on climate change.[44:54] Raja calls herself a “doomsday optimist.”[49:35] Octavia Butler’s Parable of the Sower.[53:25] Looking at the world through the eyes of black women.[58:14] The connection between science fiction and speculative design.[58:41] Designing the future.[1:01:10] Speculative design allows us to ask deep questions.[1:01:46] The Keurig K-Cup example.[1:04:35] Speculating and futuring has to be part of how we teach and learn.[1:05:07] The importance of reflecting on our own design decisions and their potential future consequences.[1:06:36] Books and resources Raja recommends for those wanting to explore...[1:07:07] Climate change.[1:15:25] The role of technology in society.[1:16:19] Netflix’s documentary, Coded Bias.[1:30:29] Doomsday and the idea of the point of no return.[1:33:23] The Avengers’ Thanos as a hyper-violet environmentalist.[1:38:40] Thinking about where we’re at now, and what future we want? Links Raja on LinkedIn Raja on Instagram Raja on Drexel University Raja on IDSA Drink in Design: Raja Schaar & Ann Gerondelis on Bio-Inspired Design Tulane Taylor Center: March Design Thinking Breakfast with Raja Schaar, IDSA Coded Bias on Netflix Book Recommendations The Green Imperative: Ecology and Ethics in Design and Architecture, by Victor Papanek Design for the Real World: Human Ecology and Social Change, by Victor Papanek Algorithms of Oppression: How Search Engines Reinforce Racism, by Safiya Umoja Noble Weapons of Math Destruction: How Big Data Increases Inequality and Threatens Democracy, by Cathy O’Neil Design Justice: Community-Led Practices to Build the Worlds We Need, by Sasha Costanza-Chock How Long 'til Black Future Month?: Stories, by N. K. Jemison The Giver, by Lois Lowry Philip K. Dick's Electric Dreams The Lorax (Classic Seuss), by Dr. Seuss Movie/TV Recommendations For designers wanting to think about climate change: Avatar, Fern Gully, Waterworld, Elysium, Snowpiercer, The Expanse For designers wanting to think about the role of technology in society: Minority Report, Omniscient, Interstellar Futurist: Matrix, Terminator, Wall-E Other Design Thinking 101 Episodes You Might Like Speculative Design + Designing for Justice + Design Research with Alix Gerber — DT101 E27 A Designer's Journey into Designing for Health and Healthcare with Lorna Ross — DT101 E45 Working and Leading at the Intersection of Engineering, Business and Design with Kevin Bethune — DT101 E76

Dr. Jane Hession and Ronan Healy are the founders of How Might We, a service design studio in Ireland. We talk about Lego Serious Play, creating together, and designing for being. Listen to learn about: The importance of giving adults permission to be playfulThe LEGO Serious Play methodHow LEGO Serious Play can unlock creativity and innovationThe changing view of the workplace and how teams work post-COVID-19Design for Being philosophy Our Guests Dr. Jane Hession and Ronan Healy are co-founders of How Might We, an Irish Service Design studio that facilitates meaningful conversations to improve employee and customer experiences. At the very core of their studio’s capability is the LEGO SERIOUS PLAY method. They LEGO Serious Play to make service design and systems thinking more accessible to organisations. Ronan and Jane believe the LEGO Serious Play method has untapped potential in the corporate world and they see great potential for its usage. Show Highlights [01:24] Ronan and Jane talk about their very different career paths into service design.[05:32] Moving home to Ireland after living in Australia and founding their studio.[07:04] The How Might We studio and its services.[09:44] An introduction to the LEGO Serious Play method.[10:37] The role listening plays in How Might We’s workshops.[10:58] The need for bravery and vulnerability in managers wanting to use Lego Serious Play.[11:44] The importance of play.[14:01] LEGO Serious Play encourages marginalized team members to speak up and share ideas.[15:07] The three-step process Jane and Ronan start their workshops with.[17:45] How LEGO Serious Play taps into our innate curiosity.[18:21] Play as a prehistoric survival mechanism.[19:33] The way in which Legos draw people into the experience.[20:18] Jane offers thoughts on ways organizations can use LEGO Serious Play.[20:44] COVID-19 is changing the way teams work and our ideas about the workplace.[23:33] Using LEGO Serious Play with systems thinking and design.[27:02] Embodied cognition.[30:16] LEGO Serious play creates a social environment.[31:31] Play vs playfulness.[32:37] LEGO Serious Play as an extension of the mind.[33:21] Ronan talks about the coherent communication that happens in a LEGO Serious Play session.[34:27] Prototyping ideas using LEGO Serious Play.[37:13] Having a physical object to play with can help teams better grasp the system they are working with, and subsequently ask better questions about the problem they are trying to solve.[39:57] LEGO Serious Play democratizes the design process and levels organizational hierarchies.[41:30} Jane and Ronan talk about how they work with clients.[47:31] Designing for being.[55:29] Complex Responsive Processes Thinking.[56:12] LEGO Serious Play is open source.[57:00] Be Brave and Play. Links Dr. Jane Hession on LinkedIn Ronan Healy on LinkedIn Ronan Healy on Twitter How Might We websiteHow Might We on Twitter How Might We on Instagram How Might We on LinkedIn Listen Notes: Dr. Jane Hession and Ronan Healy, The Power of Play Lego Serious Play applications to enhance creativity in participatory design Threshhold Concepts, LEGO Serious Play and whole systems thinking: towards a combined methodology An Introduction to Complex Responsive Process: Theory and Implications for Organizational Change Initiatives Ralph Stacey on complex responsive processes of relating at the Complexity and Management Conference Other Design Thinking 101 Episodes You Might Like Collaboration + Facilitation + Workshops with Austin Govella — DT101 E83 A Designer's Journey into Designing for Health and Healthcare with Lorna Ross — DT101 E45 Mapping and Service Design + Implementation + Accessibility with Linn Vizard — DT101 E17

Thank you for listening to this Ask Like a Designer episode of the Design Thinking 101 Podcast. This episode shows you everything you need to create your solution’s transformation story (and why it’s so important to do so). This episode is based on this article: ALD010 // Protect Your Solutions with Transformation Stories: Part 1 — Crafting Well. Read the article and others like it on Fluid Hive’s Ask Like a Designer. In these short Ask Like a Designer episodes on the Design Thinking 101 podcast, you’ll find new ways to explore the show’s stories and ideas about design-driven innovation. I’ll share methods, templates, and ideas that have worked in my practice in teaching. What did you think of this episode? Please send your questions, suggestions, and guest ideas to Dawan and the Fluid Hive team. Cheers ~ Dawan Design Thinking 101 Podcast Host President, Fluid Hive  Show Highlights [00:56] Why we need stories.[01:27] What is a transformation story?[01:33] The magic bridge.[02:14] Storytelling neglect.[02:43] We tell stories all through the design process.[03:51] The transformation story creation pattern.[04:07] The people.[04:45] The problem.[05:19] Influence.[05:27] Using the COM-B behavior change model.[06:47] Bridges, the heart of the transformation story.[07:38] Evidence.[08:09] Solution outcomes.[08:45] Destination: a better world.[09:27] Fluid Hive’s Transformation Story Questions.[11:08]  This Ask Like a Designer Thinking Tool download will help you use the transformation story questions. Other Design Thinking 101 Episodes You Might Like Ask Like a Designer — DT101 E61 Design, and One Question to Rule Them All // ALD 002 — DT101 E63 There Are No Problems Worth Solving — Only Questions Worth Asking // ALD 003 — DT101 E65 Your Good-Life OS: Designing a System for Living Well and Peak Performance // ALD 004 — DT101 E67 The Swiss-Army Lives of How-Might-We Questions // ALD 005 — DT 101 E69 Designing Facilitation: A System for Creating and Leading Exceptional Events // ALD 006 — DT101 E73 The Innovation Saboteur’s Handbook // ALD 007 – DT101 E77 Three Little Words for Better (Business) Relationships // ALD 008 — DT101 E79 The 30-Minute Solution Matrix: How to Think and Solve Under Pressure // ALD 009 — DT101 E87

Michele Ronsen is the founder of Curiosity Tank, a leading user research consultancy and educational institution, helping individuals and organizations learn how to ask better questions, conduct research, and make better decisions around the world. Listen to learn about: >> The benefits of user research to designers>> User research skills>> Quantitative vs qualitative research>> Curiosity Tank’s six-workshop series, Ask Like a Pro>> Where user research is headed Our Guest Michele Ronsen is an executive with 20 years of experience in Fortune 500s, academia, and start-ups. A professionally trained graphic designer, Michele worked at top design firms before moving to Nordstrom where she built two creative teams from the ground up. From there, she built a career helping numerous entities strategically design and grow their businesses. In 2010, Michele founded Ronsen Consulting, a design and strategy firm specialized in human-centered research and development. In 2020, she founded Curiosity Tank to further expand the team's research consulting and education efforts. Recent clients include Slack, Zillow, Blue Shield of California, Xero, Facebook, Gusto, Invisalign, Microsoft and Kaiser Permanente. Michele has inspired hundreds of students and professionals at UC Berkeley, the California College of the Arts, the Academy of Art University, and General Assembly teaching design, research and strategy classes and workshops. Show Highlights [00:33] Drawing the gear inside the McDonald’s sign and how Michele’s father taught her and her brother to ask how and why instead of what and when.[02:14] Michele’s first career in graphic design and as a creative and design director.[02:56] How conducting ethnographies helped Michele fall in love with user research.[04:47] Michele talks about the user research skillset.[07:02] Michele reminisces on her design process before she knew more about user research.[09:18] Advice for organizations that want to do more qualitative research.[10:37] The value of qualitative research.[12:09] The Moccasins Project at the California College of the Arts.[14:20] How Michele starts the process of working with clients.[16:05] Curiosity Tank’s Ask Like a Pro workshop series helps people level-up their user research skills.[20:18] Ensuring user research makes it into the product or service starts in the planning phase.[22:05] Getting stakeholder buy-in right from the beginning.[23:24] The problem space and the opportunity space.[26:19] User research trends and the future of user research.[26:49] The surprising way the pandemic changed the trajectory of user research.[29:48] Thoughts and advice for those wanting to learn more about user research.[29:58] Open versus closed questions.[31:48] Having a curious mindset is key to becoming a great researcher. Links Michele on LinkedIn Michele on General Assembly Ronsen Consulting LLC Curiosity Tank Wild Business Growth Podcast: Curiosity Tank, How to Ask Better Questions Happy Market Research podcast: How the key to Asking Better Questions is Tied to Developing Better Listening Skills and What you can do About it Breaking into User Research How to start a UX research project Breaking into UX Research  Other Design Thinking 101 Episodes You Might Like Problem Spaces, Understanding How People Think, and Practical Empathy with Indi Young — DT101 E6 Understanding Customers: Research, Insights, and Storytelling with Steve Portigal — DT101 E48 Trauma-Informed Design + Participatory Design Perils + Research with Vulnerable Populations with Sarah Fathallah — DT101 E72

Thank you for listening to this Ask Like a Designer episode of the Design Thinking 101 Podcast. This episode is about what to do when you need to solve like a designer FAST. This episode is based on this article: ALD009 // The 30-Minute Solution Matrix: How to Think and Solve Under Pressure. Read the article and others like it on Fluid Hive’s Ask Like a Designer. In these short Ask Like a Designer episodes on the Design Thinking 101 podcast, you’ll find new ways to explore the show’s stories and ideas about design-driven innovation. I’ll share methods, templates, and ideas that have worked in my practice in teaching. What did you think of this episode? Please send your questions, suggestions, and guest ideas to Dawan and the Fluid Hive team. Cheers ~ Dawan Design Thinking 101 Podcast Host President, Fluid Hive Show Highlights [00:56] Thinking and solving like a designer when in crisis mode.[01:06] Fluid Hive’s 30-Minute Solution Matrix: nine questions that can help you solve quickly.[02:19] How to use the 30-Minute Solution Matrix.[02:41] Learning gaps.[02:58] Be ready to adjust and change your answers as you learn more.[03:11] What problem are you trying to solve?[03:51] Who is the solution for?[04:26] Who is making the solution?[04:48] What systems are involved?[05:27] What evidence do you have?[05:56] What do you need to learn?[06:44] What solution might you try right now?[07:53] How might you build this solution?[08:35] How will you know it worked?[08:55] “Cheating” design.[09:49] Fluid Hive’s 30-Minute Solution Matrix is a free Ask Like a Designer Thinking Tooll you can download. Other Design Thinking 101 Episodes You Might Like Ask Like a Designer — DT101 E61 Design, and One Question to Rule Them All // ALD 002 — DT101 E63 There Are No Problems Worth Solving — Only Questions Worth Asking // ALD 003 — DT101 E65 Your Good-Life OS: Designing a System for Living Well and Peak Performance // ALD 004 — DT101 E67 The Swiss-Army Lives of How-Might-We Questions // ALD 005 — DT 101 E69 Designing Facilitation: A System for Creating and Leading Exceptional Events // ALD 006 — DT101 E73 The Innovation Saboteur’s Handbook // ALD 007 – DT101 E77 Three Little Words for Better (Business) Relationships // ALD 008 — DT101 E79

Thomas Wedell-Wedellsborg is the author of What’s Your Problem and coauthor of Innovation as Usual. We talk about problem reframing, developing innovation skills, and the power of thinking deeply about problems. Listen to learn about: >> Framing and reframing problems>> Helping teams and companies to change their approach to problem-solving>> Thomas’ books>> Advice for companies and individuals wanting to learn problem reframing>> A shortcoming in design thinking tools>> The future of innovation and problem framing>> Some hints about Thomas’ new book-in-progress Our Guest Thomas Wedell-Wedellsborg is the author of "What's Your Problem," published by Harvard Business Review Press. He works with companies all over the world to help them solve the right problems. HIs first book was "Innovation as Usual," coauthored with Paddy Miller, focusing on how to drive innovation as part of an everyday job. He was born in Denmark and is now based in New York. Show Highlights [01:19] How a failure led Thomas into a collaboration with a professor from his business school.[01:50] Observing what happened to business innovation advice taught in school and how it played out in the real world.[02:39] Co-authoring “Innovation as Usual” with Paddy Miller.[03:54] Thomas talks about what led him to write “What’s Your Problem.”[07:00] Mistakes people make when framing, and re-framing, problems.[08:15] The slow elevator problem.[11:11] The importance of the people’s perspective when looking at the problem space.[13:28] The mental shift of having the answer to finding the answer.[15:05] Thomas’ advice to companies wanting to do better when it comes to finding and framing problems.[16:13] Two critical things a team needs when starting to incorporate reframing in their work.[19:09] Thomas asks Dawan to talk about his use and emphasis of the question, “What problem are you trying to solve?”[20:56] Problems that arise when a company starts solving the wrong problem.[22:09] Solving the right problem and reframing also works for internal problems.[24:54] Problems change over time.[27:23] A problem by any other name is still a problem.[29:27] Thomas shares a story about PayPal.[31:49] Thomas talks about the future of problem-solving and innovation.[34:28] One thing Thomas discovered while developing his workshop.[35:09] The question storming method.[36:31] Thomas points out a shortcoming of current design thinking tools.[38:27] Advice for those wanting to develop their problem framing and questioning skills.[39:33] Books and resources Thomas recommends and that have influenced his work.[42:15] Thomas gives some hints about the book he’s working on now.[42:28] Thomas asks Dawan to recommend resources that he really likes and that influenced him.[44:14] The success of “What’s Your Problem.”[46:03] Where to find out more about Thomas and his work.[47:01] Why Thomas says he’s like a truffle-sniffing pig, and how it’s similar to problem reframing.[47:49] “Thought leadership” is the topic of the book Thomas is writing now. Links Thomas on Twitter Thomas on LinkedIn Thomas’ website How to Reframe Reframing: How to Solve the Right Problems What’s Your Problem? Big Idea Webinar The Secret to Better Problem Solving, HBR IdeaCast Are You Solving the Right Problems? Reframing Problems To Solve Tough Issues Jeanne Liedtka  Book Recommendation: Innovation as Usual: How to Help Your People Bring Great Ideas to Life, by Thomas Wedell-Wedellsborg What's Your Problem?: To Solve Your Toughest Problems, Change the Problems You Solve, by Thomas Wedell-Wedellsborg Founders at Work: Stories of Startups' Early Days, by Jessica Livingston How We Think, by John Dewey Creating Great Choices: A Leader's Guide to Integrative Thinking, by Jennifer Riel and Roger Martin Decisive: How to Make Better Choices in Life and Work, by Chip Heath and Dan Heath Other Design Thinking 101 Episodes You Might Like  Designing for the Greater Good, Strategy + Design Thinking, and Measuring Design Thinking with Jeanne Liedtka — DT101 E1 From Branding to Design + Teaching Design Teams + Leading Summer of Design with Karen Hold — DT101E13 Design Thinking at Work + Three Tensions Designers Navigate with David Dunne — DT101 E23

Josina Vink is a designer and researcher based out of Oslo. They're often working in the spaces of health and care, and focusing on shaping social structures. We talk about systemic service design, design labs in healthcare, and the potential of critical approaches to design practice. Listen to learn about: >> Service design in the health and care industries>> Changing the focus of service design>> The ideas of coexistence and plurality in design>> The state of design labs in the healthcare industry Our Guest Josina Vink is a designer, researcher and facilitator based out of Oslo, Norway. They are an Associate Professor in Service Design at the Oslo School of Architecture and Design. They teach and research critical, systemic approaches to service design, with a particular focus on shaping the social structures of health and care. Josina has over 10 years of experience working as a service and systems designer in healthcare internationally, including in Canada, the United States and Sweden. Show Highlights [02:00] How the movie Patch Adams and wanting to become a doctor led Josina into design.[03:28] Practicing design at the Mayo clinic in Minnesota and later in Toronto.[04:01] Josina talks about their frustrations while working on healthcare systems change.[04:40] Getting their PhD in Sweden and working with Experio Lab.[04:57] Moving on to teach service design at the Oslo School of Architecture and Design.[05:05] Josina’s current healthcare work in Norway.[05:47] The state of service design, and the movement towards a more systemic approach and practice.[06:32] Giga mapping / mega mapping big systems.[06:56] There needs to be a fundamental rethinking of how service design works.[08:44] Josina talks about their work in Norway to decentralize and digitize health care to increase accessibility.[11:17] Looking at the possible negative implications of this work.[12:58] Repositioning service design away from its focus on new innovation.[14:06] Advice for service designers who want to bring a wider view to their own work.[14:19] The challenges of ontological occupation.[14:39] The potential pitfalls when we create grand system maps.[16:57] Compossibility and plurality in service design.[18:43] Josina offers some tips for mapping and understanding systems.]20:12] How approaching design from a coexistence standpoint could transform the design industry.[24:53] Josina talks about some great work happening in Toronto in the health and care fields.[29:15] The state of design labs in the healthcare industry.[29:43] Josina gives an example of one design lab in Sweden that is having great success.[35:26] Designers whose work inspires Josina and who are at the forefront of transforming service design.[37:27] Books Josina recommends.[38:36] Where to learn more about Josina and their work. Links Josina on Twitter Josina on LinkedIn Josina on ResearchGate Josina on Centre for Design Research Josina’s articles available on Google Scholar SDGC 19: In/Visible - Shaping Hidden Social Structures Through Service Design Service Design Show: Designing with the invisible glue that holds us together Experio Lab Kelly Ann McKercher Ahmed Ansari Yoko Akama Design Justice Network Book Recommendation: A World of Many Worlds, edited by Marisol de la Cadena and Mario Blaser Design Justice: Community-Led Practices to Build the Worlds We Need, by Sasha Costanza-Chock Other Design Thinking 101 Episodes You Might Like Learning Service Design + Leading Service Transformation with Clive Grinyer — DT101 E66 A Designer's Journey into Designing for Health and Healthcare with Lorna Ross — DT101 E45 Design Thinking + Learning Science with Adam Royalty — DT101 E18

Jennifer Rittner is a design educator and writer. We talk about design, education, ethics, social justice, system design, and design joy. Listen to Learn About >> The current state of design education >> Human-centered design methodology >> Important designers working at design’s cutting edge >> Designing with and for marginalized populations >> Smaller scale design >> The empathy problem >> The power-design ecosystem Our Guest Jennifer is a writer, educator and communications strategist who has taught at Parsons School of Design, the School Visual Arts, and SUNY FIT. In Fall 2021, she was a visiting lecturer at the California College of Art. She has been published in The New York Times, Eye on Design, DMI: Journal, and Core77; and recently guest edited a special issue on Policing & Design for the Design Museum Everywhere. She frequently writes and lectures about design and social justice. Show Highlights [01:00] Jennifer talks about starting her career as a museum educator before finding her way into design. [01:56] Jennifer’s career teaching design, and some of the courses she taught. [03:26] How design shows up in the world and how it shapes our reality. [04:22] An important a-ha moment some of Jennifer’s students had about design. [08:52] Human- and community-centered design. [09:29] Dawan and Jennifer talk about design education and learning design as a never-ending process. [10:44] Technical skills versus soft skills in design. [11:50] Jennifer’s thoughts about human-centered design as a methodology. [13:15] The need for a more critical thinking approach to how we teach design. [14:06] Designers who are doing the work of critiquing current methodologies and offering alternatives. [16:08] Something Jennifer would like to see design schools teach about methodology. [17:45] Jennifer talks about her background and some of her current struggles in the design space. [21:43] The concept of “inappropriateness” and design. [24:51] Design on a smaller scale and designers whose work Jennifer admires. [25:03] Design and technology. [25:33] How design often marginalizes disabled people. [27:09] The importance of design in helping the people being served find their own voices to speak on their own behalf. [28:37] Advice for designers who are looking to move into work that is more socially impactful. [32:41] Jennifer talks about the problematic nature of workplace culture. [35:18] Dawan and Jennifer talk about empathy and how it is often misunderstood and misused in design work. [40:30] Empathy and how it relates to people and organizations that hold power. [43:29] The importance of knowing the history of a problem if you intend to design in that space. [44:15] Making the case for systems design. [45:51] Design and the institutions of power. [51:29] Jennifer’s hopes for design as it begins to grapple with system design challenges. [55:53] Where to find out more about Jennifer and her work and writing. Links Jennifer on Twitter Jennifer on LinkedIn Jennifer on Instagram Jennifer on Medium Content Matters NY – Ideas Design for Social Justice Equity Representation Art The Latinx Project interview with Jennifer Jennifer at Montclair Art Museum Core77’s interview with Jennifer Sloan Leo Liz Agbu Annika Hansteen-Izora Antoinette Carroll Ari Melenciano Liz Jackson Alex Haagaard The Disabled List Marc Dones at King County Regional Homelessness Authority George Aye Sabiha Basrai Book recommendation The Black Experience in Design: Identity, Expression & Reflection, by Anne Berry, Kareem Collie, Penina Acayo Laker, Lesly-Ann Noel, Jennifer Rittner, and Kelly Waters Design Thinking 101 Episodes You Might Like How to Learn Design Thinking + Design Thinking Pedagogy with Julie Schell — DT101 E15 Critical and Emancipatory Design Thinking with Lesley-Ann Noel — DT101 E57 Trauma-Informed Design + Participatory Design Perils + Research with Vulnerable Populations with Sarah Fathallah — DT101 E72

Austin Govella is an experience design director at Avanade Digital Studio and author of Collaborative Product Design. Listen to learn about: >> Product design>> Collaboration in design work>> Some challenges that can arise when collaborating>> Connecting design to the larger world>> Designing within and for systems>> Workshop/training design>> Collaboration facilitation Our Guest  As an experienced facilitator with over 15 years of experience, Austin leverages a collaborative design approach with clients and specializes in facilitating design thinking, product management, design sprints, and Agile methodologies. As an experience director, he delivers design thinking and workshop facilitation training for Avanade’s Experience Design practice. Austin is a LUMA Institute Certified Facilitator of Human-Centered Design. Show Highlights [01:43] How taking a break from university led Austin into the field of design.[04:30] Austin’s work at Avanade, and platform-based innovation.[06:24] Collaboration has been a key aspect of Austin’s work methodology since his university days.[08:11] How collaboration can help the solo designer and small design teams at a company.[09:39] Collaboration magnifies the impact of design.[10:43] Design is more than just making pretty visuals.[11:43] Design must be created within the context of the business and the “world” in which it will live.[12:45] Austin’s thoughts on modern design education.[13:09] Giving your design a “good life.”[15:15] Why designing that “good life” requires collaboration.[16:03] Greenfield innovation design vs. wicked problems design.[18:26] Austin talks about some of the challenges he’s dealt with when leading workshops.[20:05] How people learning design thinking can be too focused on the mechanics and not on the outcome.[21:05] When designing a workshop, focus on the outcome.[23:46] Viewing the workshop as a collaboration.[26:59] The importance of inclusion and trust when collaborating.[27:58] Being willing to go in unexpected directions, and the magic that can happen when you do.[29:33] Austin gives advice for new facilitators.[31:56] Ways to help and support the person who doesn’t want to participate in a workshop activity.[33:40] Frame, facilitate, finish.[34:44] Other personalities you can encounter while facilitating workshops.[38:06] You can’t auto-pilot a workshop.[38:54] The importance of the small breakout groups in workshops, especially those that are virtual.[39:57] Offering participants the chance to think about the topic before the actual workshop or meeting.[42:47] Trusting the process and the participants as a facilitator, even when it’s challenging.[46:23] Austin talks about his book, Collaborative Product Design.[49:19] Work the Room, the book Austin is currently working on, dives into how to manage the people and personalities you’re collaborating and facilitating with.[53:10] Books and other resources Austin recommends. Links Austin on Twitter Austin on Medium Austin on LinkedIn Austin’s website and blog Avanade Book Recommendations: Collaborative Product Design by Austin GovellaThe Product & Experience Design Guide Work the Room, The Book, by Austin Govella The Art of Gathering: How We Meet and Why It Matters, by Priya Parker Gamestorming: A Playbook for Innovators, Rulebreakers, and Changemakers, by Dave Gray, Sunni Brown, and James Macanufo Moments of Impact: How to Design Strategic Conversations That Accelerate Change, by Chris Ertel and Lisa Kay Solomon Rapid Problem Solving With Post-it Notes, by David Straker Other Design Thinking 101 Episodes You Might Like Designing Facilitation: a system for creating and leading exceptional events // ALD 006 — DT101 E73 Designing Your Team + Teams in Design Education + Coaching Design Teams with Mary Sherwin and David Sherwin — DT101 E49 Teams, Sprints, Prototyping, and Better Meetings with Douglas Ferguson — DT101 E59

Dennis Lenard is the CEO at Creative Navy. We talk about user experience, navigating rough design waters, and design leadership. Listen in to learn more about: >> User experience (UX) and User interface (UI) design>> UX in the healthcare industry>> The role “people politics” plays in the design process>> Mistakes made when it comes to leading design teams>> A good design team leader’s qualities>> Working through challenging moments in the design process Our Guest As the CEO of Creative Navy, a London-based agency that takes an evidence-based approach to UX design and user-interface design, Dennis combines pragmatic vision with a thorough understanding of research practice. He has coordinated more than 500 design projects across the globe. His team has provided design-innovative solutions to worldwide companies such as Jaguar, Ford, and Philips, using a structured process in which decisions are grounded in rational methodology and meticulous data review rather than intuition, blind convention, or whim. Dennis has had a diverse education with degrees in law, psychology, economics, and philosophy. Show Highlights [00:58] Dennis’ background in cognitive science and how it led him to UX and UI design.[01:58] The challenges in creating embedded interfaces.[03:33] How a company can develop blind spots about its own product.[05:35] The ways Dennis works with companies to help them see past their blind spots to the value in user research.[07:09] Dennis offers one example from a large company with 4,000 users of a particular piece of technology.[09:09] Two reasons design projects can see resistance and pushback: identity and uncertainty.[12:06] The unique challenges of developing UX for the healthcare industry.[14:59] Dennis talks about the COVID-19 case tracking project his company worked on.[16:51] How Dennis’ team worked through resistance from the client.[19:04] Managing people and relationships is fundamental to design.[21:05] The responsibility of designers to try and make a better world – physically and digitally.[23:34] The less-glamorous side of design work.[25:23] Building a strong team and creating a safe space for working through difficult moments in the design process.[26:36] Two patterns Dennis has noticed when it comes to leading design teams.[28:50] How Dennis helps his team members push through challenging moments.[31:24] Two key qualities of good design team leadership.[35:46] Dennis gives three pieces of advice for designers.  Links Dennis on LinkedIn Creative Navy Creative Navy on Twitter Creative Navy on Medium Why Creativity Matters in UX Design Top Developers’ Interview with Dennis Interface Design UK Other Design Thinking 101 Episodes You Might Like Humble Design Leadership + Design Agency and Experience Design Evolution with Aleksandra Melnikova — DT101 E33 Learning Service Design + Leading Service Transformation with Clive Grinyer — DT101 E66 Working and Leading at the Intersection of Engineering, Business and Design with Kevin Bethune — DT101 E76

Rachael Dietkus is a clinical social worker and certified trauma professional dedicated to trauma-responsive practices in design. We talk about trauma-informed design, social work, and why design teams need a social worker. Listen to learn about: >> The intersection of design and social work>> Trauma-informed design>> Resources for designers looking to be more trauma-responsive in their work>> The benefits of including social workers on design teams>> Social Workers Who Design Our Guest Rachael Dietkus is a social worker immersed in design. She is a licensed clinical social worker, design researcher, and strategist, with experience in the non-profit space, federal government, and higher education. Rachael is deeply committed to trauma-informed and trauma-responsive design practices and is the founder of Social Workers Who Design. Show Highlights [02:21] Rachael’s undergraduate studies in photography and art design.[02:59] The Sociology 101 course that changed everything.[03:50] Working on the abolition of the death penalty in Illinois helped Rachael to see the intersection between social justice and the creative world.[05:14] The hunger for more intersectionality and collaboration between disciplines.[06:11] Her work with the Champaign-Urbana Design Organization was another chance to experience that creative collaboration.[07:37] Rachael’s natural gravitation toward social justice projects.[08:16] Championing the need for social workers on design teams, and for trauma-informed design.[09:22] What does it mean to be trauma-informed in the context of design?[10:40] The six guiding principles of trauma-informed care used in the U.S.[14:02] Defining trauma in the context of design.[15:31] Rachael shares a personal story of trauma.[20:30] Rachael talks about Tad Hirsch’s article comparing the design research process and aspects of psychotherapy.[21:04] The potential darker side of rapport-building during the design process.[26:19] Ways that designers can practice their way into being more trauma-responsive.[27:11] Books for learning more about trauma.[31:58] Getting asked to do workshops and trainings on trauma-informed design.[36:01] The importance of practice and evolving in one’s design work.[37:27] Seeing design through a social work lens.[40:31] What is social work?[41:57] Becoming an ambassador for social work and social workers.[43:07] The interesting similarities between human-centered design and social work.[43:54] The benefits of having a social worker on a design team.[48:44] Social workers can be the bridge to the people being served.[49:48] Social workers are often already there in the design problem spaces doing the work.[50:56] Rachael talks about Social Workers Who Design.[55:38] Social workers are, by necessity, system designers because they work within complex systems. Links Rachael on LinkedIn Rachael on Women Talk Design Social Workers Who Design Social Workers Who Design on Instagram Trauma-Informed Design with Rachael Dietkus and Sarah Fathallah Siebel Center for Design Healing Community: Trauma-Informed Design with Rachael Dietkus Trauma-Informed Design with Glennette Clark and Rachael DietkusDesign Lab with Bon Ku podcast: Ep 17: Trauma Responsive Design | Rachael Dietkus Design Thinking for Social Workers: Creating a New Competency: Rachael Dietkus, Lisa Mercer, and Rachel Switzky Practicing Without a License: Design Research as Psychotherapy Book Recommendations: Trauma Stewardship: An Everyday Guide to Caring for Self While Caring for Others, by Laura van Dernoot Lipsky My Grandmother’s Hands, by Resmaa Menakem What Happened to You?: Conversations on Trauma, Resilience, and Healing, by Oprah Winfrey and Dr Bruce Perry Decolonizing Trauma Work: Indigenous Stories and Strategies, By Renee Linklater Healing Developmental Trauma: How Early Trauma Affects Self-Regulation, Self-Image, and the Capacity for Relationship, by Laurence Heller and Aline LaPierre Beyond Sticky Notes: Co-design for Real: Mindsets, methods and movements, by Kelly Ann McKercher Other Design Thinking 101 Episodes You Might Like Trauma-Informed Design + Participatory Design Perils + Research with Vulnerable Populations with Sarah Fathallah — DT101 E72 Nursing + Service Design + Healthcare Innovation with Brittany Merkle — DT101 E38 Design for Mental Health: Creating an Effective Response to Student Loneliness with Denise Ho and Andrew Baker — DT101 E60

Glennette Clark is a UX researcher and an entrepreneur. We talk about UX research, research teams, and UX Camp DC. Listen to learn about: >> UX research — What is it?>> The U.S. Digital Service>> Onboarding new team members>> Trauma-informed research and design>> UXCamp DC and the unconference format Our Guest Glennette Clark is a design researcher at United States Digital Service. She brings human-centered design practices to federal agencies including U.S. Citizenship and Immigration Services and Substance Abuse and Mental Health Services Administration. She’s an adjunct professor at MICA in the Design Leadership program. She founded UXCamps DC & NYC and joined the DC Innovation & Technology Inclusion Council in 2010. Glennette has a Strategic Design MBA from Philadelphia University and BA in journalism from Howard University. She lives in DC with her husband, two children and a dog. Show Highlights [01:05] Glennette’s journey into UX began with a degree in journalism, where she learned the interviewing skills that would serve her later in her research work.[03:01] The difference between moderated and unmoderated interviews.[04:37] What is UX research?[05:08] The importance of interviews in UX research.[06:48] How Glennette uses interviews to help people understand UX research and how to use it.[08:18] The different ways Glennette presents research results depending on the audience.[11:22] Glennette shares one of her favorite research stories.[13:22] Why interviewing people with lived experience is so important when researching.[15:18] Glennette’s work with the United States Digital Service.[17:01] Advice for those about to embark on their own problem space research.[17:33] The benefit of “How might we” questions.[19:57] Why the language you use in framing your research matters.[21:37] Trauma-informed design and how it fits into human-centered design.[23:04] Glennette talks about a community design project she worked on.[24:06] Ways to reduce the chance of doing harm when conducting interviews.[26:35] The importance of team health, and what it means to have a healthy team.[29:05] How to help a new person get up and running with a team.[32:09] UXCamp DC’s beginning, and where it is now, twenty years later.[34:17] How the “unconference” format works.[35:29] Past presentation topics.[36:22] Glennette’s desire to combine community-based design and service design to help community organizations achieve their missions.[39:17] Books and resources Glennette recommends.[42:16] Tools Glennette likes to use in her work. Links  Glennette on Twitter Glennette on LinkedIn Glennette on MICA Designing with Empathy U.S. Digital Service UXCamp DC Book Recommendation: Mismatch: How Inclusion Shapes Design, by Kat HolmesBook Recommendation: Thinking in Systems: A Primer, by Donella H. MeadowsBook Recommendation: 100 Things Every Designer Needs to Know About People, and 100 More Things Every Designer Needs to Know About People, by Susan WeinschenkBook Recommendation: 101 Things I Learned in Architecture School, by Matthew FrederickBook Recommendation: Meeting Design: For Managers, Makers, and Everyone, by Kevin M. Hoffman The Values Deck | A Card Sorting Game to Explore Your Personal Values Creative Whack Pack Innovative Whack Pack IDEO Method Cards Other Design Thinking 101 Episodes You Might Like Design Thinking for the Public Sector + Building and Training Design Thinking Teams with Stephanie Wade — DT101 E14 Teaching Yourself Design Thinking + Innovating in Government with Amy J. Wilson — DT101 E19 Democracy as a Design Problem with Whitney Quesenbery — DT101 E68

Thank you for listening to this Ask Like a Designer episode of the Design Thinking 101 Podcast. This episode is about the tremendous power in three little words and a superpower for people who want to think and solve like a designer: listening. This episode is based on this article: ALD008 // Three Little Words for Better (Business) Relationship. Read the article and others like it on Fluid Hive’s Ask Like a Designer. In these short Ask Like a Designer episodes on the Design Thinking 101 podcast, you’ll find new ways to explore the show’s stories and ideas about design-driven innovation. I’ll share methods, templates, and ideas that have worked in my practice in teaching. What did you think of this episode? Please send your questions, suggestions, and guest ideas to Dawan and the Fluid Hive team.  Cheers ~ Dawan Design Thinking 101 Podcast Host President, Fluid Hive   Show Highlights [00:56] It is listening, not love, that is at the core of a strong relationship. [01:16] The three little words: tell me more. [01:47] Why “tell me more” is so powerful. [01:56] “Tell me more” is better than “why.” [02:36] The importance of good listening. [02:50] There are many ways of using and phrasing “tell me more.” [02:55] When someone stops talking. [03:15] Parroting the other’s words. [03:33] Parrot questions. [03:51] Long silences can encourage someone to keep talking. [04:14] Spotlighting the other’s silences. [04:42] Noticing changes. [05:07] Listening is different from interviewing, advising, or negotiating. [05:25] When we listen, we learn. [05:50] Designing an event means creating an environment for good listening. [06:06] Listening is not passive [06:12] Listening is fundamental to design. [06:35] Free Ask Like a Designer tool to help you practice “tell me more” and in turn, become a better listener.   Design Thinking 101 Learning — Courses and More Design Thinking 101 Learning helps people learn, lead and apply design-driven innovation. Each training course focuses on a different collection of actions and skills critical to using design thinking effectively and getting the results you seek. Please join me in the first course, Design Thinking 101 — Framing: Creating Better Solutions by Finding More Valuable Problems to Solve.  Each course is structured to help your innovation actions create what you need for the people you serve, your organization and yourself.   Other Design Thinking 101 Episodes You Might Like  Ask Like a Designer — DT101 E61 Design, and One Question to Rule Them All // ALD 002 — DT101 E63 There Are No Problems Worth Solving — Only Questions Worth Asking // ALD 003 — DT101 E65 Your Good-Life OS: Designing a System for Living Well and Peak Performance // ALD 004 — DT101 E67 The Swiss-Army Lives of How-Might-We Questions // ALD 005 — DT 101 E69 Designing Facilitation: A System for Creating and Leading Exceptional Events // ALD 006 — DT101 E73 The Innovation Saboteur’s Handbook // ALD 007 – DT101 E77

Cat Drew is the chief design officer at the Design Council. We talk about the role and work of Design Council, systemic design, and the shifting role of design and government and communities. Listen in to learn more about: >> Design Council’s work>> The frameworks Design Council has developed>> The Design Economy>> How designers can learn from non-designers who are practicing design out in their local communities>> Asset-based design>> Speculative design>> Amble Harbour, a small fishing village in the UK Our Guest’s Bio Cat Drew is the Chief Design Officer at the Design Council where she brings together architecture and the built environment, public sector design and business innovation to support people in living healthier, happier and safer lives. Previously, Cat has held leadership positions at FutureGov and Uscreates, was a co-founder of the UK government’s Policy Lab, and combines 10 years of experience in government with an MA in Graphic Design. She speaks widely about the value of design and co-presents BBC Radio 4 The Fix. She is a member of The Point People. Show Highlights [01:04] Cat’s path from civil servant to designer.[01:38] Her frustration while working for the government.[02:39] Helping to co-found the Policy Lab and discovering design.[05:15] Her work at Design Council.[06:25] The biggest internal development happening at Design Council right now.[08:29] One example of the collaborative aspect of the Design Council’s work.[10:28] The Design Council’s double diamond framework.[11:37] The Framework for Innovation builds on the double diamond and adds in culture change.[12:21] The complex challenges design is being asked to solve.[13:00] The new Systemic Design framework the Design Council developed to help with these challenges.[16:02] Cat talks about Design Council’s role with regard to people using this new framework.[17:40] Design “translation” as a core role of the Design Council.[18:09] The ways in which language changes meanings in different communities.[19:46] Different groups and individuals see and experience a system very differently.[20:55] The social dreaming concept.[21:57] Cat talks about some of Design Council’s research and projects.[22:31] The Design Economy.[24:31] Design Difference, a project born out of COVID-19 and the pandemic.[27:10] Learning from non-designers who are out there doing design work in their communities.[29:35] Asset-based design starts from what’s strong instead of what’s wrong.[31:22] Cat talks about where design is heading.[31:50] Designers working to deliberately change and redesign systems.[33:50] Three themes Design Council is seeing in design now.[35:52] Encouraging more people to experiment and play with design in the real world.[38:11] Ways to use and support the work Design Council is doing.[39:08] The importance of speculative design in supporting creativity.[39:58] Policy Lab’s The Future of Aging project.[41:54] Resources Cat recommends for those interested in design.[43:40] Cat answers the question, “what’s your best story about design?” with a story about Amble Harbour, a fishing village in the UK.  Links Cat on Twitter Cat on LinkedIn Cat on Medium Design Council UK BBC Radio 4: The Fix Interview with Cat at UX Connections Interview with Cat at Design Week Speculative Design Design: Into the Ether TEDxWhitehall: Making government better, through data and design Rooted By Design Natasha Trotman Book Recommendation Why Materials Matter: Responsible Design for a Better World, by Seetal Solanki and Liz Corbin Other Design Thinking 101 Episodes You Might Like Design Thinking for the Public Sector + Building and Training Design Thinking Teams with Stephanie Wade — DT101 E14 Teaching Yourself Design Thinking + Innovating in Government with Amy J. Wilson — DT101 E19 Democracy as a Design Problem with Whitney Quesenbery — DT101 E68

This episode is about sabotaging innovation projects. You’ll learn new ways to get in your own way and everyone else’s.  This episode is based on this article: ALD007 // The Innovation Saboteur’s Handbook. Read the article and download a guide to sabotage proofing innovation projects. You don’t want anyone to steal your destructive glory. You’ll find more articles like these on Fluid Hive’s Ask Like a Designer Thank you for listening to this Ask Like a Designer episode of the Design Thinking 101 Podcast. In these short Ask Like a Designer episodes on the Design Thinking 101 podcast, you’ll find new ways to explore the show’s stories and ideas about design-driven innovation. I’ll share methods, templates, and ideas that have worked in my practice in teaching.  What did you think of this episode? Please send your questions, suggestions, and guest ideas to Dawan and the Fluid Hive team. Cheers ~ Dawan Design Thinking 101 Podcast Host President, Fluid Hive Show Highlights [00:35] Your inner saboteur. Sometimes you just want to break things.Sabotage Moves     [01:41] Lack of focus.     [02:13] Refusing to adapt your problem as you learn.     [02:28] Lack of research.     [02:59] Lack of teamwork.     [03:32] Not enough data-gathering.     [04:00] Lack of planning.     [04:35] Not testing multiple possible solutions.     [05:17] Not working with the delivery team.     [05:53] Ignoring the systems you’re working within.     [06:25] Lack of process and outcome measurement.[07:28] Free Ask Like a Designer tool: Stopping Innovation Sabotage. Other Design Thinking 101 Episodes You Might Like Ask Like a Designer — DT101 E61 Design, and One Question to Rule Them All // ALD 002 — DT101 E63 There Are No Problems Worth Solving — Only Questions Worth Asking // ALD 003 — DT101 E65 Your Good-Life OS: Designing a System for Living Well and Peak Performance // ALD 004 — DT101 E67 The Swiss-Army Lives of How-Might-We Questions // ALD 005 — DT 101 E69 Designing Facilitation: A System for Creating and Leading Exceptional Events // ALD 006 — DT101 E73

Kevin Bethune is the founder and chief creative officer for dreams • design + life, and the board chair of the Design Management Institute. We talk about working and leading at the intersection of engineering, business and design. Listen in to learn more about: >> The synergy Kevin created between three disciplines: engineering, business, and design>> Kevin’s years at Nike>> How to build an environment that encourages and fuels creativity>> Kevin’s way of onboarding teams>> The importance of evidence collection and world-building in Kevin’s work>> Design’s leadership during the pandemic>> The future of design, and the need for more equity, diversity and inclusion in the industry Our Guest’s Bio Kevin Bethune is the Founder and Chief Creative Officer of dreams • design + life, a "think tank" that delivers design & innovation services using a human-centered approach. Kevin's background spans engineering, business and design in equal proportion over his 20+ year career, positioning him to help brands deliver meaningful innovations to enrich people's lives.  Kevin began his career as a mechanical engineer in the nuclear power industry.  This chapter gave him deep product experience working with high performing teams across 14 nuclear reactor upgrade campaigns. After his MBA, Kevin joined Nike, Inc. in a business capacity, but quickly navigated to the Global Footwear product engine to drive advanced digital product creation capabilities, discovering the world of design in the process. After solidifying his creative foundation through further studies at ArtCenter College of Design, Kevin co-founded distinct design & innovation capabilities at two Tier 1 management consulting firms in Booz & Co. and the Boston Consulting Group (BCG). As Vice President of Strategic Design at BCG Digital Ventures, he led a large cohort of designers that would influence and shape every corporate venture spun out from the incubator. Kevin left BCG Digital Ventures to carve his own path under the banner of dreams • design + life, focusing on unlocking human potential through strategic design, industrial design and the building of new ecologies. Show Highlights [01:21] The childhood creative itch that started Kevin on the path towards design.[01:37] How growing up in Detroit influenced him as a child, and led him into engineering.[02:37] Jumping into the nuclear power industry after finishing his Engineering degree.[03:29] How engineering gave him an interest in business strategy and going to business school to earn his MBA.[04:34] Transitioning to a job at Nike, and his introduction to design in a professional capacity.[06:03] Getting the chance to design shoes at Nike.[06:44] Being able to accept failure is key to the creative process.[07:21] The challenges Kevin faced at Nike while trying to create cross-disciplinary connections.[08:15] Finding people willing to act as mentors, supporters, and advocates.[09:24] The importance of curiosity and user observation to Kevin’s work.[12:23] Kevin faces a fork in the road of his work and where he wanted to go.[13:53] Leaving Nike to go back to graduate school to study design.[14:45] Kevin talks about his experience going back to school as a mid-career professional.[18:32] Separating the work from one’s self.[19:17] Appreciating his wife’s support.[22:17] Working with Booz and company and founding Booz Digital after finishing his design degree.[22:54] Moving to work with BCG.[23:21] Kevin talks about how the team worked with clients.[24:45] The multi-team, design thinking environment that evolved and how it fueled creativity.[26:09] Getting executive buy-in and support.[28:28] The paradigms and techniques that helped the teams navigate through conflict.[30:11] Creating a culture of safety where people felt it was OK to raise concerns.[31:14] Onboarding teams and having them talk about roles, norms and culture at the start.[33:27] Kevin talks about the decision and process of founding his own design organization.[35:51] The two priorities Kevin focuses on when it comes to choosing projects and clients.[38:39] The early months of the company, and the surprising way business came to his doorstep.[39:40] The surprising focus of Kevin’s first conversations with potential clients.[42:59] How the pandemic has changed Kevin’s work.[46:18] The ways in which design is taking a leadership role as everyone tries to figure out what work will look like in the future.[48:29] The topics and issues Kevin feels need to be part of the conversations designers are having as a community.[49:26] Finding ways to connect and engage with other creative communities.[50:07] The importance of pushing for more equity, diversity and inclusion in the design industry.[54:52] Kevin offers advice for what those in leadership roles can do to ensure that they are moving the conversation and industry forward, and not contributing to existing barriers.[58:45] Resources Kevin recommends for those interested in design. Links Kevin on Twitter Kevin on Instagram Kevin on LinkedIn Kevin profile on IDSA’s website dreams • design + life Design is [Dreaming]: Curiosity and innovation TED Talk: The 4 Superpowers of Design ArtCenter College of Design podcast: Realizing Dreams Through Design ArtCenter College of Design Alumni Story: Kevin Bethune: Powerful design that goes the distance Core77: Building a Brighter Design Future Means Taking a Hard Look at the Industry’s Deepest Flaws DV Alumni: Human-Centered Design with Kevin Bethune ALU Podcast: Design Thinking in Business How to Future-Proof Your Design Career Book Recommendations The Laws of Simplicity, by John MaedaMismatch: How Inclusion Shapes Design, by Kat HolmesDesigning Design, by Kenya Hara Other Design Thinking 101 Episodes You Might Like Learning Service Design + Leading Service Transformation with Clive Grinyer — DT101 E66 A Designer's Journey into Designing for Health and Healthcare with Lorna Ross — DT101 E45 Designing Culture at Work + Social Innovation + Necessary Disquiet with Lauren Currie — DT101 E29

Belinda Gannaway is the co-author of Employee Experience by Design and the Director at Fathom XP, an employee experience design agency based in the UK. She’s also a facilitator and a team and systems coach. Today, we discuss her book, and what's possible when we apply design thinking to orchestrating how people perform and produce results in organizations. Listen to learn about: >> Using design thinking to create better employee experiences>> How our relationship with the work we do has changed>> Helping organizational leadership to understand the why of employee experience design>> The way the COVID-19 pandemic is changing how organizations think about their employees>> The drastic ways experience design and employee experience design have changed due to the pandemic>> How to discover what matters to your employees>> Three key principles of employee experience design>> The future of work and employee experience’s role in that future Our Guest Belinda Gannaway is an employee experience design practitioner, facilitator and team coach. She is co-author of Employee Experience by Design: How to Create an Effective EX for Competitive Advantage, published in 2021 by Kogan Page. Strategy director of EX design consultancy FathomXP, Belinda has been working in and around organizational culture for many years. Her interest in culture began early when she worked as a journalist in the UK Houses of Parliament – a 1,000-year-old institution. Belinda's career has covered the worlds of journalism, PR and marketing, digital transformation and culture change. She has worked with some of the world's best-known organizations, including LEGO, Jaguar Land Rover, Diageo and the International Olympic Committee. Show Highlights [01:08] Dawan talks about the relevance of Employee Experience by Design in today’s pandemic work world.[01:58] Belinda talks about what sparked her and her co-author, Emma Bridger, to write the book, and how our relationship with work has been changing, even before the pandemic.[02:33] Employees have become the consumers of the workplace.[03:01] The two things Belinda and Emma focused on when writing the book.[03:52] Democratizing great employee experience.[05:03] How Belinda’s background as a political journalist helped during the writing process.[06:09] The two ways design thinking is being used in employee experience design.[07:11] The similarity of experience Belinda discovered was happening across many companies in different countries.[09:18] Starting from the desire to create better experiences for our employees.[10:23] Adding in a third diamond, focused on scoping, to the Double Diamond model.[10:38] The starting point: what does employee experience mean for this organization?[11:50] The next step is asking: where are we falling short?]14:31] The connections and inter-relationships between employee experience, employee performance, and the bottom line.[14:51] Organizational focus on employee experience is often around talent attraction and retention.[15:38] How the pandemic has changed this focus.[16:14] The link between a great employee experience and a great customer experience.[17:30] Writing the book as the pandemic unfolded.[17:56] Organizations’ greater focus on the wellbeing of their employees.[18:22] Empathy as the “word of the year.”[18:37] Experience design and employee experience design have changed drastically because of the pandemic.[21:01] Belinda offers advice on how organizations can use the book to start the work of looking at their employee experience and changing it for the better.[21:20] The book uses design thinking and positive psychology in its approach.[21:49] Start with a conversation around “tell me about your best experience at work.”[22:02] The book explains how to set up this conversation in different ways, as needed.[24:21] The top ideas Belinda hopes people will take from the book and put into practice.[25:07] Three key principles of employee experience design.[27:51] Dawan and Belinda talk about the value of having an experimental mindset.[32:04] Belinda asks Dawan why he doesn’t use the word “coach/ing” when he talks about his work.[34:16] What’s next for employee experience and the future of work.[39:17] How employees as consumers of the workplace have the potential to change the ethos of business.[42:03] Belinda shares her go-to tool when she is working with organizations and their employee experience design.[44:47] Fluid Hive’s resources for those wanting to learn and practice design thinking. Links  Belinda on Twitter Belinda on LinkedIn Designing a meaningful employee experience: An interview with Belinda Gannaway How to launch or re-energize your employee experience approach FathomXP Book Recommendation Employee Experience by Design: How to Create an Effective EX for Competitive Advantage, by Emma Bridger and Belinda Gannaway Design Thinking 101 Episodes You Might Like Building Design Capacity + Measuring Design Value + Designing Studios with Doug Powell — DT101 E16 Humble Design Leadership + Design Agency and Experience Design Evolution with Aleksandra Melnikova — DT101 E33 Designing Your Team + Teams in Design Education + Coaching Design Teams with Mary Sherwin and David Sherwin — DT101 E49 Resources Download Fluid Hive's Innovation Shield — a guide to avoiding innovation traps by asking 9 of Fluid Hive's Design Thinking Questions Innovation Smart Start Webinar — Learn to Ask Like a Designer and take your innovation projects from frantic to focused by working smart from the start. Fluid Hive: Learn — A growing collection of courses, webinars, and articles for people expanding their design thinking, service design, and human-centered design skills – people who want to think and solve like a designer.

James Howard is a teacher, design historian, industrial designer, and inventor of over 300 products with 18 patents. He's currently the owner-operator of Entrepreneurial U, a specialty private design school. Prior to teaching at the county college of Morris in New Jersey, Professor Howard was the owner-operator of the award-winning Howard Design Agency, an industrial design practice whose clients included Coca-Cola, Colgate Palmolive, and Johnson & Johnson. James is also the owner of Cozy Cupboard Tearoom of Morristown, New Jersey. The English-style business has been a regional favorite for over 10 years. James serves as the Executive Director of the Black Inventors Hall of Fame, a virtual museum devoted to immortalizing African-Americans whose noteworthy inventions have improved lives, yet gone unnoticed. Listen in to learn more about: >> James’ journey to become an industrial designer>> The Howard Design Agency>> James’ years teaching design>> Entrepreneurial U>> Growth mindset>> The power of optimism – in work, and in life Show Highlights [01:55] James talks about his journey into design, and his big sister Doris. [03:11] Entering his first drawing contest as a young boy. [03:16] The disappointment of not getting into the graphic design program – and James’ shift into industrial design as a result. [05:31] Challenges James faced during his undergraduate and graduate years. [08:56] Getting into graduate school. [10:38] James’ struggles with his first mentor in graduate school. [12:30] How things changed once he had a strong mentor on his side. [13:15] Winning a design award from RESNA. [14:01] His first job as an industrial designer. [15:49] James’ advice for people dealing with bumps in the road. [16:49] Why James decided to start his own design agency. [19:51] 15 years at the Howard Design Agency. [21:10] How running his own agency changed the way James thought about design. [23:17] James offers advice on how to make a good pitch. [26:42] The decision to leave his design agency and begin teaching. [30:59] Founding Entrepreneurial U. [32:09] James talks about the Bridge program, which helps adults change career pathways. [32:51] The importance of cultivating a growth mindset. [33:51] James as the perpetual optimist, and passing that optimism on to his students. [36:16] Doodling as a second language, to tell stories and convey ideas. [38:07] Resources James recommends. [41:18] Where to find out more about James and his work. [42:30] The Black Inventors’ Hall of Fame. [46:20] Fluid Hive’s resources for those wanting to learn and practice design thinking. Links James on LinkedIn Entrepreneurial U Black Inventors’ Hall of Fame A Conversation with James Howard, Perpetual Optimist The History of Black Industrial Designers Book Recommendations  Marketing for the Small Design Firm, by Jim MorganWho Moved My Cheese: An A-Mazing Way to Deal with Change in Your Work and in Your Life, by Spencer Johnson Creative Confidence: Unleashing the Creative Potential Within Us, by Tom Kelley and David Kelley Rebel Talent: Why It Pays to Break the Rules at Work and in Life, by Francesca Gino The Universal Traveler, by James Bagnell and Don Koberg Other Design Thinking 101 Episodes You Might Like Learning Service Design + Leading Service Transformation with Clive Grinyer — DT101 E66 Integrating Engineering, Design and Business with Tony Hu — DT101 E35 Leading a Design Thinking Consultancy, Betting Small to Win Big, and Driving Business Growth with Design Thinking with Natalie Foley — DT101 E5 Other Resources Download Fluid Hive's Innovation Shield — a guide to avoiding innovation traps by asking 9 of Fluid Hive's Design Thinking Questions Innovation Smart Start Webinar — Learn to Ask Like a Designer and take your innovation projects from frantic to focused by working smart from the start. Fluid Hive: Learn — A growing collection of courses, webinars, and articles for people expanding their design thinking, service design, and human-centered design skills – people who want to think and solve like a designer.

Thank you for listening to this Ask Like a Designer episode of the Design Thinking 101 Podcast. This episode is all about facilitation. You’ll meet Fluid Hive’s Event Design Questions and learn new ways to create effective events everyone will love. In these short Ask Like a Designer episodes on the show, you’ll find new ways to explore the show’s stories and ideas about design-driven innovation. I’ll share methods, templates, and ideas that have worked in my practice in teaching.  This episode is based on this article: ALD006 // Designing Facilitation: Create events, workshops and meetings that solve problems, save money, and protect your reputation. Download the Thinking Tool for this ALD article, an event creation guide based on Fluid Hive's Event Design Questions. What did you think of this episode? Please send your questions, suggestions, and guest ideas to Dawan and the Fluid Hive team. Cheers ~ Dawan Design Thinking 101 Podcast Host President, Fluid Hive Show Highlights [00:58] What do YOU do when you’re tasked with creating and facilitating an event?[01:51] A better way to create your event: Fluid Hive’s Event Design questions.[02:15] Fluid Hive’s definition of an event.[02:34] What is facilitation?[02:57] Applying Fluid Hive’s See-Solve-Act design process to event design.[03:20] Seeing the challenge.[05:34] Seeing the people.[05:58] Seeing the participants.[06:38] Seeing the relationships.[06:55] Seeing the time.[07:23] Seeing the place.[07:55] Solving for success.[08:10] Solving for outcomes.[08:26] Solving for interaction.[08:52] Solving for documenting the event.[09:17] Solving for the guides participants will need.[09:55] Solving for the breaks participants will need.[10:15] Solving for the rules and guidelines to keep the event and participants on track.[10:41] Acting to create the script.[11:00] Acting to test the script.[11:25] Acting to plan for contingencies and backups.[11:54] Acting to take care of the event facilitator, not just the participants.[12:12] Acting to walk through the delivery dance.[13:24] Free Ask Like a Designer tool: facilitation design workbook.[13:55] Design Thinking 101 Learning courses.[14:07] The Innovation Smart Start webinar.  Other Design Thinking 101 Ask Like a Designer Episodes You Might Like Ask Like a Designer — DT101 E61 Design, and One Question to Rule Them All // ALD 002 — DT101 E63 There Are No Problems Worth Solving — Only Questions Worth Asking // ALD 003 — DT101 E65 Your Good-Life OS: Designing a System for Living Well and Peak Performance // ALD 004 — DT101 E67 The Swiss-Army Lives of How-Might-We Questions // ALD 005 — DT 101 E69 

Sarah Fathallah is an independent social designer and researcher. Today, we talk about trauma-informed design, participatory design, and research with vulnerable populations. Listen to learn more about: >> Trauma-informed design>> Virtual facilitation design>> Examining power dynamics in design work>> Participatory design and its connection to trauma-informed design>> The challenges of compensating community members who participate in the design process Our Guest Sarah Fathallah is an independent designer, researcher, and educator, who specializes in applying participatory research and design to the social sector. She has worked on projects of all sizes with non-profits, governments, and social enterprises, on topics ranging from civil and human rights, to healthcare, education, and financial inclusion. Her clients have included the International Domestic Workers Federation, the International Rescue Committee, and Open Society Foundations, to name a few. Sarah’s design work has been honored by the Core77 Design Awards, the International Design Excellence Awards (IDEA), ONE Prize, and the GSMA mWomen Design Challenge. Sarah also co-founded Design Gigs for Good, a free community-driven resource to help more people use the tools of design to create positive social change. Sarah is a graduate of Sciences Po Paris, where she studied International Business and Middle Eastern and Mediterranean Affairs. She also studied design innovation at the Paris Est d.school, user experience design at General Assembly, and participatory design at MIT. Show Highlights [01:03] Sarah talks about how she stumbled into design.[01:50] Her introduction to service design while in grad school.[02:14] Sarah’s career has been focused on using the tools and methods of design in global development.[02:47] The diverse range of projects Sarah works on.[04:29] Sarah talks about how the pandemic changed her facilitation work.[05:32] Ways of ensuring virtual experiences are as robust as in-person.[07:30] Sarah explains what self holds are and how to use them.[08:30] What is trauma-informed design?[11:35] How Sarah helps bring people into trauma-informed design.[14:18] Sarah offers advice on how to bring trauma-informed design into your own work.[15:45] The potential problem with user interviews.[16:22] Ways to learn about trauma and trauma-informed systems.[18:14] Designers must always acknowledge and reflect on the imperfections in their work and seek to improve.[20:31] Ways designers can self-reflect and critique the work that they do as they’re doing it.[23:45] A framework Sarah uses to examine power dynamics.[24:08] Examining the power differentials in the identities of the people involved.[25:09] How to make sure you’re not exploiting the community or population you’re designing with and for.[25:47] Ensuring the community is actively participating in the design work.[27:50] The importance of participatory design in trauma-informed design.[28:02] Defining participatory design.[29:22] How Sarah applies participatory design to her own work.[31:47] One question Sarah reflects on when she thinks about design work.[34:10] The struggle designers often have in finding ways to compensate participants.[35:53] Non-monetary participant compensation options that Sarah has used in the past.[36:57] Asking the community what they want and need when it comes to compensation.[38:08] Things Sarah wishes would be part of teaching design.[43:10] Designer mindsets.[46:07] Books and resources Sarah recommends.[48:25] How to learn more about Sarah and her work.[50:05] Fluid Hive’s resources for those wanting to learn and practice design thinking. Links Sarah’s Website Sarah on Twitter Sarah on Medium Sarah on Instagram Sarah’s profile on Women Talk DesignConversations on Design: Design Research with Sarah Fathallah The Body Keeps the Score: Brain, Mind, and Body in the Healing of Trauma, by Bessel van der Kolk Companion to Feminist Studies, by Nancy A. Naples Design Justice: Community-Led Practices to Build the Worlds We Need (Information Policy), by Sasha Costanza-Chock Research as Resistance: Revisiting Critical, Indigenous, and Anti-Oppressive Approaches, by Leslie Brown and Susan Strega Design in Crisis: New Worlds, Philosophies, and Practices, edited by Tony Fry and Adam Nocek Modernity + Coloniality Other Design Thinking 101 Episodes You Might Like Design Thinking for the Public Sector + Building and Training Design Thinking Teams with Stephanie Wade — DT101 E14 Designer's Role in Healthcare & Public Health + Studio Thinking with Jess Roberts — DT101 E21 Design for Mental Health: Creating an Effective Response to Student Loneliness with Denise Ho and Andrew Baker — DT101 E60 Other Resources Download Fluid Hive's Innovation Shield — a guide to avoiding innovation traps by asking 9 of Fluid Hive's Design Thinking Questions Innovation Smart Start Webinar — Learn to Ask Like a Designer and take your innovation projects from frantic to focused by working smart from the start. Fluid Hive: Learn — A growing collection of courses, webinars, and articles for people expanding their design thinking, service design, and human-centered design skills – people who want to think and solve like a designer.

This is the first DT101 Books episode. Karen Hold joins us on the show to talk about Experiencing Design: The Innovator’s Journey, a book she co-authored with Jeanne Liedtka and Jessica Eldridge. In DT101 Books episodes, authors explore why their book exists and what it will help you do. Each book is chosen because it has something that will help you think and solve like a designer as you learn, lead and apply design thinking.   Our Guest and Her Co-Authors Jeanne Liedtka is a faculty member at the Darden Graduate School of Business Administration at the University of Virginia. Her Columbia Business School Publishing books include Designing for Growth: A Manager’s Toolkit (2011) and Design Thinking for the Greater Good: Innovation in the Social Sector (2017). Karen Hold is the founder of Experience Labs, an innovation consulting firm. She is also the director of DT:DC, a design thinking community in Washington, DC, and a visiting professor at École des Ponts Business School in Paris, France. Jessica Eldridge is a consultant working at the intersection of educational equity and purposeful innovation. She is a specialist in design thinking, innovation management, and cross-sector collaboration. About Experiencing Design: The Innovator’s Journey In daylong hackathons, design thinking seems deceptively easy. On the surface, it involves a set of seemingly simple activities such as gathering data, identifying insights, generating ideas, prototyping, and experimentation. But practiced at a superficial level, even great design tools don’t go deep enough to create the shifts in mindset and skill set that are required to achieve transformational impact.  Going deep with design requires more than changing the activities of innovators; it involves creating the conditions that shape who they become. Individuals become design thinkers by experiencing design. Drawing on decades of researching and teaching design thinking to people not trained in design, Jeanne Liedtka, Karen Hold, and Jessica Eldridge offer a guide for how to create these deep experiences at each stage of the design thinking journey, whether for an individual, a team, or an organization.  For each experience phase, they specify the mindset shifts and competencies that need to be achieved, describe how different personality types experience different kinds of journeys, and show how to fully leverage the diversity of teams. Experiencing Design explores both the science and practicalities of design and includes two assessment instruments for individual and organizational development. Ultimately, innovators need to be someone new to create something new. This book shows you how to use design thinking to make this happen. Show Highlights [00:56] Dawan muses on trying to come up with a name for the podcast book episodes.[01:06] Michael Silverblatt as the one and only Bookworm.[02:07] Karen talks about the ideas and discussions that started the book-writing process.[02:51] Igniting the design spark (or not!) in the people she works with.[04:57] The book is for those already familiar with, and using, design thinking.[06:05] It’s intended to help design thinking users deepen their practice.[07:25] Different personality types experience design and design thinking differently.[08:11] Karen, Jeanne, and Jessica developed four Innovator Personalities.[08:20] You have to become someone new to make something new.[08:54] Karen gives an example from her time on the brand team at Folgers during the rise of Starbucks.[10:15] Quantitative versus qualitative research.[10:48] Biases in decision making.[13:47] Insights and sensemaking occurs gradually and purposefully.[15:04] Sensemaking involves learning from perspectives that are not our own.[18:00] The book provides a set of Minimum Viable Competencies (MVCs) – behaviors and indicators that help designers gauge skill and mindset improvement.[19:00] Karen discusses some of the MVCs found in the book.[20:00] Observation versus interpretation.[21:33] Double-loop learning.[22:00] Becoming too attached to one point of view and closing off.[23:16] MVCs are skills that people can improve with time, training, and use.[24:47] The book offers the reader an entire section on creating a personal development plan.[26:45] A digital tool to help readers develop their plan is in beta-test and will be available soon.[28:13] The development plan process also works for teams within an organization.[30:30] Some of the surprises that appeared during the writing journey.[30:43] The tale of how the title of the book changed at the last minute.[35:12] Karen talks about working with her co-authors, and her shift from learner to sharer.[36:58] Missing the daily learning that happened during the writing of the book.[38:14] The intense focus that happened during, and even because of, the pandemic.[38:54] The shift to working virtually.[40:03] The science behind the “A-ha! moment.”[41:55] Why Karen makes sure that her workshops now have an overnight in between activities.[42:45] The difference between ordinary and expert intuition.[44:03] The hope Karen has for those who read the book.[46:00] Fluid Hive’s resources for those wanting to learn and practice design thinking. Order your copy of Experiencing Design Design Thinking 101 Episodes You Might Like From Branding to Design + Teaching Design Teams + Leading Summer of Design with Karen Hold — DT101E13 Designing for the Greater Good, Strategy + Design Thinking, and Measuring Design Thinking with Jeanne Liedtka — DT101 E1 Design Thinking at Work + Three Tensions Designers Navigate with David Dunne — DT101 E23 Fluid Hive Resources Download Fluid Hive's Innovation Shield — a guide to avoiding innovation traps by asking 9 of Fluid Hive's Design Thinking Questions Innovation Smart Start Webinar — Learn new ways to Ask Like a Designer and take your innovation projects from frantic to focused by working smart from the start. Fluid Hive: Learn — A growing collection of courses, webinars, and articles for people expanding their design thinking, service design, and human-centered design skills – people who want to think and solve like a designer.

John B. Johnson is an identity architect and principal of A Small Studio. He works with corporations and scaling startups, using A Small Studio’s identity design framework. John and his team also work with creatives to bring peace to people's lives. Today, John and I talk about corporate and individual identity design, why people are more important than process, and intersectional design leadership. Listen to learn about: >> Defining identity>> Identity design>> The intersection of brand/identity and authentic design Our Guest John B. Johnson is a brother, a son, a husband, a friend, and the founder, principal, and Identity Architect of a small studio. a small studio is a collective of creatives who use their design gifts to improve lives through branding and product design. They believe every design project starts with Identity. In less than 3 years, his team has built over 40 brands worldwide. John leverages his Master’s Degrees in Architecture and Business Administration to help people, start-ups, and enterprises benefit from infusing their identity into the work they do and what they offer the people they serve. Show Highlights  [01:20] John talks about his path into the work he’s doing today in identity design.[01:39] Design thinking is a core principle of architecture.[03:06] John’s fascination with the people in the built environment and designing buildings with an eye towards the human interactions occurring there, and how that led him away from architecture.[03:34] Leaving architecture behind to focus more on community and the human equation.[04:45] Lessons learned during John’s first startup business.[05:25] John discovers his passion for branding.[06:10] John’s co-founding of a small studio, and a move to Seattle.[07:43] Authentic design and how it feeds into brand and identity design.[08:39] John defines identity.[08:49] What happens during the branding process.[10:39] The importance of frameworks and processes for John’s work.[12:28] John uses deeply personal stories and moments to help build powerful visual identities for clients.[12:59] a small studio’s Identity Architecture workshop — for individuals, teams, and corporations.[15:25] Moving fully into remote work during the pandemic.[17:24] The challenges of building a business.[18:46] Time is a key factor when it comes to going virtual.[19:55] The benefits that have come from folks needing to work remotely.[21:35] Remote work has sparked creativity and innovation in ways we’ve never experienced before.[22:36] Working remotely has led to more acceptance of the humanity of one another.[26:00] John talks about his life and experiences being a Black man and a Black designer.[28:27] His experiences being the only Black person in his education and work spaces and the unique way of seeing the world that came because of it.[29:47] How his life has motivated him to be a connector and a bridge between people and communities.[31:51] Intersectionality is the ethos of design and design thinking.[33:55] Dawan and John talk about bringing what is unique to us as individuals more deeply into our professional and personal lives, especially as a designer.[36:11] Bringing your full, whole self to every situation.[39:10] “Constant becoming,” and intentionally designing a good life.[41:47] Where to find out more about John and his work.[42:45] Books and resources John recommends. Links John on LinkedIn John on Twitter John on Medium John on Instagram John’s personal website A Small Studio Everything Starts Small podcast Design Thinking Isn’t Just for the Privileged Brighton Jones Talent for Good Interview Series: John B. Johnson Book Recommendations Community: The Structure of Belonging, by Peter Block The Artist’s Way, by Julia Cameron A New Earth: Awakening to Your Life’s Purpose, by Eckhart Tolle Design Thinking 101 Episodes You Might Like From Branding to Design + Teaching Design Teams + Leading Summer of Design with Karen Hold — DT101E13 Redesigning a Design School + Designing Higher Ed with Jason Schupbach — DT101 E30 Rethinking Service Design + Student Projects + Community Systems with Amy O’Keefe — DT101 E56 Fluid Hive Resources Download Fluid Hive's Innovation Shield — a guide to avoiding innovation traps by asking 9 of Fluid Hive's Design Thinking Questions Innovation Smart Start Webinar — Learn new ways to Ask Like a Designer and take your innovation projects from frantic to focused by working smart from the start. Fluid Hive: Learn — A growing collection of courses, webinars, and articles for people expanding their design thinking, service design, and human-centered design skills – people who want to think and solve like a designer.

Thank you for listening to this Ask Like a Designer episode of the Design Thinking 101 Podcast. This episode is about how to use “How might we …” questions to anchor your innovation projects, align your team, and adjust the problem you are trying to solve as you learn. This episode is based on this article: ALD 005 // The Swiss-Army Lives of How-Might-We Questions. Read the article and others like it on Fluid Hive’s Ask Like a Designer. In these short Ask Like a Designer episodes on the Design Thinking 101 podcast, you’ll find new ways to explore the show’s stories and ideas about design-driven innovation. I’ll share methods, templates, and ideas that have worked in my practice in teaching.  What did you think of this episode? Please send your questions, suggestions, and guest ideas to Dawan and the Fluid Hive team.  Cheers ~ Dawan Design Thinking 101 Podcast Host President, Fluid Hive Show Highlights [00:58] The One Question to rule them all: what problem are you trying to solve?[01:15] Finding the right problem to solve is the key to great innovation work.[01:32] What do you do with your answer to the question?[01:47] The purpose of “How might we…” questions.[02:17] The three required parts of a “How might we…” question.[02:27] The two optional parts of a “How might we…” question.[03:48] Ways “How might we…” questions can help a designer or design team.[04:16] What is reframing, and how does it relate to innovation work?[05:07] “How might we…” questions also help those who are not on the team, but who are providing knowledge, insights, or assistance in some way.[05:44] Having clear goals is important when doing innovation work.[06:27] “How might we…” questions help guide team conversations about the work.[06:43] “How might we…” questions also act as a guidepost.[07:30] We want questions that create possibilities for many workable solutions.[07:59] Free Ask Like a Designer tool to help you create your own “How might we…” questions.[08:31] Design Thinking 101 Learning courses.[08:52] The Innovation Smart Start webinar. Other Design Thinking 101 Episodes You Might Like Ask Like a Designer — DT101 E61 Design, and One Question to Rule Them All // ALD 002 — DT101 E63 There Are No Problems Worth Solving — Only Questions Worth Asking // ALD 003 — DT101 E65 Your Good-Life OS: Designing a System for Living Well and Peak Performance // ALD 004 — DT101 E67 Other Resources Download Fluid Hive's Innovation Shield — a guide to avoiding innovation traps by asking 9 of Fluid Hive's Design Thinking Questions Innovation Smart Start Webinar — Learn to Ask Like a Designer and take your innovation projects from frantic to focused by working smart from the start. Fluid Hive: Learn — A growing collection of courses, webinars, and articles for people expanding their design thinking, service design, and human-centered design skills – people who want to think and solve like a designer.

Designing Elections? Yes! Whitney Quesenbery and I talk about designing elections, designing in government, and the future of election design. We dive deep into the world of elections, and Whitney’s and the Center for Civic Design’s work to help election officials nationwide design better elections. Show Summary Whitney had two careers before she landed in civic design. She had a professional career in theatre for a number of years before a friend asked her to write a product manual. That led to a shift into writing, and she worked for a number of large organizations creating and documenting content. In 2000, Whitney ended up on a federal advisory committee writing voting system standards, which led her into civic design and to what she calls her “last great adventure” founding the Center for Civic Design.  Listen to learn about: >> Using design in elections>> Designing with government and election officials>> The Center for Civic Design’s work>> The evolution of election design>> The 2016 and 2020 elections and how they are shaping the future of election design>> Ways local leaders can get more involved in election design Our Guest Whitney Quesenbery is the director of the Center for Civic Design, solving democracy as a design problem and improving the voter experience. She combines a fascination with people and an obsession to communicate clearly with her goal of usable accessibility for all. She's written 3 books — A Web for Everyone: Designing accessible user experiences, Storytelling for User Experience, and Global UX — to help practitioners keep users in mind throughout the creative process. Show Highlights [01:32] Whitney talks about her three careers.[04:12] Whitney’s co-founding of the Center for Civic Design.[05:37] The challenge of applying the methods of design to elections.[07:00] Government election workers don’t tend to see themselves as designers.[08:19] How to bring non-designers comfortably into design work.[08:42] Whitney talks about the Center’s founding project in California designing voter guides.[11:24] The importance of public review and iteration to the success of the project.[13:55] How Whitney’s work has evolved over the years.[14:35] Ways the Center changed its user research to ensure diversity.[16:14] Collaborating with other organizations.[17:26] Whitney talks about the 2020 election and the future of the Center’s work.[18:52] The Center’s work on mail-in voting before and after the election.[20:53] The importance of street-level bureaucrats in the running of elections.[22:22] How ordinary Americans showed up and volunteered to help run the 2020 election: registering voters, poll workers, ballot counters, etc.[23:34] Whitney talks about designing in ways to encourage volunteerism in elections.[24:45] The “public square” concept in elections.[25:08] Whitney shares one story as an example of the ways information (and misinformation) can affect elections and how people vote.[27:48] Opportunities for local leaders to help design elections.[28:11] The importance of the day-to-day, “everyday” work and effort.[31:44] Service design and the “gentle disruption” part of Whitney’s work.[34:58] Whitney offers advice and encouragement for local election officials thinking about working with a designer.[35:31] The Center’s Field Guides to Ensuring Voter Intent.[37:23] More about the Center’s work.[38:03] The Center’s online Election Design course at the University of Minnesota.[39:53] The difference between Big D Design and little d design.[40:14] Whitney talks about a project for the Department of Health and Human Services.[42:55] How the Center is building a team with the right skills.[45:03] The future of the Center for Civic Design.[48:45] Resources for people interested in civic design, civic tech, and election design.[53:03] Where to find out more about Whitney and the Center for Civic Design.[53:16] The Center for Civic Design’s Irregulars List.[54:09] Ways you can support the Center for Civic Design’s work. Links Whitney on LinkedIn Whitney on Twitter Whitney on Women Talk Design Whitney on UX Matters Whitney’s personal website Whitney’s presentations on Slideshare Center for Civic Design and their 2020 Annual Report Center for Civic Design on Twitter Election design course, online, at Election Academy! Field Guides to Ensuring Voter Intent from the Center for Civic Design  An invitation to redistricting Designing ballot cure forms that invite voters to act Minnesota gets new polling place signage with help from design students ElectionTools.org UX Magazine: Book Excerpt: A Web for Everyone, by Sarah Horton and Whitney Quesenbery Accessible Elections: Are we there yet? STC Summit Interview with Whitney Designing our civic life: can paying taxes be delightful? Design as a Civic Responsibility Whitney Quesenbery with Tala Schlossberg, NY Times (October 29, 2020): Good design is the secret to better democracy (Ballots are broken. We redesigned them.) ConveyUX: Writing great persona stories ConveyUX: Content for Everyone: Making information accessible 18F Blog: Delivering civic technology Book Recommendations A Web for Everyone: Designing Accessible User Experiences, by Sarah Horton and Whitney QuesenberyStorytelling for User Experience: Crafting Stories for Better Design, by Whitney Quesenbery and Kevin Brooks Global UX: Design and Research in a Connected World, by Whitney Quesenbery and Daniel Szuc A Civic Technologist’s Practice Guide, by Cyd Harrell Center for Civic Design Irregulars List: when we need extra help on a project, from running flash usability tests to collecting data on local election information, we turn to our extended community: Join the list So you want to serve your country: A (biased) guide to tech jobs in federal government Support the Center for Civic Design Donations to support our work are gratefully accepted and are tax deductible. We accept donations: Through PayPal as [email protected] By mail at:5443 Tates Bank RoadCambridge, MD 21613 Other Design Thinking 101 Episodes You Might Like A Short Introduction to Design Thinking with Dawan Stanford — DT101 E32Civic Design + Innovation Ops + System Design with Ryann Hoffman — DT101 E62Design, and One Question to Rule Them All // ALD 002 — DT101 E63 ________________ Thank you for listening to the show and looking at the show notes. Send your questions, suggestions, and guest ideas to Dawan and the Fluid Hive team. Cheers ~ Dawan  Free Download — Design Driven Innovation: Avoid Innovation Traps with These 9 Steps Innovation Smart Start Webinar — Take your innovation projects from frantic to focused!

Thank you for listening to this Ask Like a Designer episode of the Design Thinking 101 Podcast. In my coaching conversations, I help people take a more holistic view of life and work. We find experiments that define values, shape goals and establish habits. This episode is about running your own experiments using our system for high performance with living well at its core — Fluid Hive’s Good-Life Operating System.  In these short Ask Like a Designer episodes on the Design Thinking 101 podcast, you’ll find new ways to explore the show’s stories and ideas about design-driven innovation. I’ll share methods, templates, and ideas that have worked in my practice in teaching. This episode is based on this article: ALD 004 // Your Good-Life OS: Designing a System for Living Well and Peak Performance. Read the article and others like it on Fluid Hive’s Ask Like a Designer. What did you think of this episode? Please send your questions, suggestions, and guest ideas to Dawan and the Fluid Hive team. Cheers ~ Dawan Design Thinking 101 Podcast Host President, Fluid Hive Show Highlights [00:51] You can use design thinking to help you create your system for living well.[01:03] Living well is the foundation of high performance.[01:52] What’s your purpose?[02:13] The three questions we all need to answer to create the Good-Life Operating System.[02:54] Efficiency procrastination.[03:22] Researching habit formation.[04:19] Incorporating the variables of time and change into goal-setting.[04:54] Binary measurements for goal outcomes tracking.[06:05] Secular Goals vs. Value Goals.[07:19] Using “I am someone who…” to establish value goals.[08:07] Three obstacles to the Good-Life OS.[09:45] The benefit of regular Life Scans.[10:40] How to set up your own Life Scan.[11:17] Bringing it all together to get your Good-Life OS up and running.[12:21] Free Ask Like a Designer Thinking Tool to help you create your GoodLife OS.[12:59] Design Thinking 101 Learning courses.[13:29] The Innovation SmartStart webinar. Design Thinking 101 Learning — Courses and More Design Thinking 101 Learning helps people learn, lead and apply design-driven innovation. Each training course focuses on a different collection of actions and skills critical to using design thinking effectively and getting the results you seek. Please join me in the first course, Design Thinking 101 — Framing: Creating Better Solutions by Finding More Valuable Problems to Solve.  Each course is structured to help your innovation actions create what you need for the people you serve, your organization and yourself. Other Design Thinking 101 Episodes You Might Like Design Thinking 101 Podcast Episode 61: Ask Like a Designer Episode 001 Design Thinking 101 Podcast Episode 63: Ask Like a Designer Episode 002 Design Thinking 101 Podcast Episode 65: Ask Like a Designer Episode 003 Other Resources Download the Design-Driven Innovation Project Launch Guide — Guide to launching innovation projects and avoiding common innovation traps Design-Driven Innovation. Innovation Smart Start Webinar — Take your innovation projects from frantic to focused! Fluid Hive: Learn — A growing collection of courses, webinars, and articles for people expanding their design thinking, service design, and human-centered design skills.  

Clive Grinyer is the Head of Service Design at the Royal College of Art in London. Clive's an acknowledged expert in service design, design thinking, and design and technology innovation, who has led award-winning design teams for companies around the globe. He started in design consultancy with IDEO in London and San Francisco before co-founding the design consultancy company Tangerine with Martin Derbyshire and future Apple design chief and RCA chancellor, Jony Ive. He went on to build and lead design teams for Orange, Samsung, and Cisco, and was Director of Service Design for Barclays. As Director of Design of the UK’s Design Council, he created the Design Demand program, taking design into over one thousand UK companies. As a consultant, he’s worked with the cabinet office policy lab and at Nesta. Clive speaks at national and international conferences, writes articles and blogs, and has published Smart Design, a book on design and technology. Show Summary Clive discovered his interest in design at an early age, in part thanks to toys and dresses! His grandmother’s dress shop introduced him to the idea that there were actual people out there whose job was making decisions about what we would like and what would be trendy. That would lead him to art school. A conversation with a career advisor uncovered an affinity for product design, and that’s where Clive’s design path began: designing physical objects. He worked for several well-known design consultancies, including Moggridge Associates (founded by Bill Moggridge, who would go on to co-found IDEO), and then Clive chose to co-found a design consultancy himself before shifting gears away from consulting altogether and going in-house, taking a position with Samsung, where he helped open the company’s design office in Europe. After Samsung, Clive worked for a number of the world’s leading corporations, culminating in a position with Barclays bank, where he again shifted--this time from digital design to service design--setting up their service design team and working on customer experience. Clive recently left the corporate world behind, taking the Head of Service Design position at the RCA not long before the COVID-19 pandemic began. Today, we’ll talk about building service design teams, teaching service design and how the RCA service design department adapted its teaching and courses in response to the pandemic, and where Clive believes service design needs to take us in the future. Listen in to learn more about: >> Clive’s path from product design to service design>> Building a service design team>> Service design at RCA>> The future of service design, post-pandemic>> Service design in Europe and the US>> How the impact of service design is often invisible>> Service design, design thinking, and innovation Show Highlights [02:01] Clive talks about his design career path.[07:50] Moving from consulting to in-house.[09:54] Leaving the corporate world behind for the RCA.[10:41] Challenges Clive faced while building the service design team at Barclays.[13:02] Finding the right people for the team.[13:34] Design Council’s double diamond.[14:40] The Barclays team’s first project.[17:47] Culture change as a vital function of a service designer.[19:08] Taking people on a journey, and passing on the tools of design to others.[22:26] Teaching service design at the RCA in the midst of the pandemic.[23:02] Ramping up the use of digital tools and going online.[24:20] The success of RCA’s graduate virtual service design show.[25:54] Taking the lessons from the last year and using them going forward.[26:38] Clive talks about a successful project conducting user research online via TikTok.[27:30] Post-pandemic opportunities for service design.[27:40] Generation Regeneration.[27:56] “Never waste a crisis.”[30:23] How service design can help us make decisions to build the future we want.[31:51] Clive and Dawan talk about the state of service design in the U.S.[33:49] The focus of design thinking in the U.S.[34:04] The impact of service design in Europe.[35:23] Service design is fixing things.[36:42] The “invisible impact” of service design.[38:28] The role of service design and design thinking in innovation.[41:03] Clive offers advice to those wanting to try service design at their organization.[42:03] Thinking differently.[45:41] Clive talks about the two-year master’s at RCA.[48:16] More about RCA’s service design tutors.[51:41] The importance of storytelling to service design.[53:18] The big challenge Clive sees for service designers.[55:06] Where to find out more about Clive and his work. Links Clive’s website Clive on LinkedIn Clive on Twitter Clive’s profile on the Royal College of Art website RCA Service Design Ageing Well: Designing a world accessible to all Creative Review’s Top 50 for 2018 Designing Our Futures Clive Grinyer on Service Design CLG Podcast: Public services are ahead of business when it comes to service design Unknown Origins podcast: Clive Grinyer on Service Design Other Design Thinking 101 Episodes You Might Like Integrating Engineering, Design and Business with Tony Hu — DT101 E35 Teaching and Learning Service Design for Designers and Non-designers with Maurício Manhães — DT101 E34 Rethinking Service Design + Student Projects + Community Systems with Amy O’Keefe — DT101 E56 ________________ Thank you for listening to the show and looking at the show notes. Send your questions, suggestions, and guest ideas to Dawan and the Fluid Hive team. Cheers ~ Dawan Ready to learn new ways to think and solve like a designer today? Enroll in Framing: Creating Better Solutions by Finding More Valuable Problems to Solve — from Fluid Hive’s Design Thinking 101 Learning. Free Download — Design Driven Innovation: Avoid Innovation Traps with These 9 Steps Innovation Smart Start Webinar — Take your innovation projects from frantic to focused!

This episode is based on this article: ALD 003 // There Are No Problems Worth Solving – Only Questions Worth Asking. Read the article and others like it on Fluid Hive’s Ask Like a Designer. This Ask Like a Designer episode is about a better way to see and choose problems to solve. It includes a simple framework for aligning your choices with the development and goals that matter most to you. In these short Ask Like a Designer episodes on the Design Thinking 101 podcast, you’ll find new ways to explore the show’s stories and ideas about design-driven innovation. I’ll share methods, templates, and ideas that have worked in my practice in teaching.  What did you think of this episode? Please send your questions, suggestions and guest ideas to Dawan and the Fluid Hive team. Cheers ~ Dawan Design Thinking 101 Podcast Host President, Fluid Hive Show Highlights [00:52] A better approach to closing the gaps between the world we have and the world we want.[01:07] Questions worth asking.[01:21] The trouble with solving.[01:54] Responding instead of solving.[02:23] Difference between response and reaction.[02:44] Looking at problems and how questions can create the problem space.[03:37] Questions worth answering.[04:28] Wicked problems.[04:54] Questions worth answering by you.[05:11] Four considerations when deciding if a question is worth answering by you.[05:25] Learning.[05:39] Power-Ups.[05:58] Seedlings.[06:18] The Spend.[07:33] Free Ask Like a Designer Thinking Tool to help you choose your next question worth answering.[08:21] Design Thinking 101 Learning courses.[08:47] The Innovation SmartStart webinar. Design Thinking 101 Learning — Courses and More Design Thinking 101 Learning helps people learn, lead and apply design-driven innovation. Each training course focuses on a different collection of actions and skills critical to using design thinking effectively and getting the results you seek. Please join me in the first course, Design Thinking 101 — Framing: Creating Better Solutions by Finding More Valuable Problems to Solve.  Each course is structured to help your innovation actions create what you need for the people you serve, your organization and yourself. Fluid Hive’s Designing Facilitation Course launches soon. Get notified when enrollment opens. Good events are essential when creating effective solutions while thinking and acting like a designer. Designing Facilitation shows you how to create effective, engaging events that are easy to lead. You’ll learn how to apply the Event Design Questions, use over 20 event creation tools, how to avoid common facilitation traps, and make the most of every second people spend at your events. Notify me when Designing Facilitation launches! Other Design Thinking 101 Episodes You Might Like Ask Like a Designer 001 — DT101 E61 Design, and One Question to Rule Them All // ALD 002 — DT101 E63 Other Resources Download the Design-Driven Innovation Project Launch Guide — Guide to launching innovation projects and avoiding common innovation traps Design-Driven Innovation. Innovation Smart Start Webinar — Take your innovation projects from frantic to focused! Fluid Hive: Learn — A growing collection of courses, webinars, and articles for people expanding their design thinking, service design, and human-centered design skills.

In this episode, Indi Young joins me to deliver a micro-course on listening sessions. I’m experimenting with new ways to learn on the podcast.  Listeners will learn from Indi as we talk about listening sessions, what they are, how to do them, why they matter, and how to get the most out of them.  Let me know what you think of the micro-course format, and if I should do more of them.  Cheers, Dawan, Your Design Thinking 101 Podcast Host  Listen to learn more about: >> What listening sessions are and why they matter>> How to structure a good listening session>> Getting the most out of listening sessions>> The two questions that are always asked during a listening session>> Do’s and Don’ts of listening sessions Our Guest Indi Young is a researcher who coaches, writes, and teaches about inclusive product strategy. Her work is rooted in the problem space where the focus is on people, not users. Indi pioneered opportunity, maps, mental model diagrams, and thinking styles. She was one of the founders of Adaptive Path, the pioneering user experience agency. Her way of approaching the problem allows teams to truly pay attention to people without letting cognitive bias and assumptions creep in. She has written two books, Practical Empathy, and Mental Models, and is working on a third, Assumptions Aside, which will cover thinking styles. Indi builds knowledge and community via a series of online advanced courses about design research and the importance of pushing the boundaries of your perspective. Show Highlights [02:54] Listening is different from interviewing.[03:22] Listening is qualitative research.[04:35] Indi describes the knowledge creation / data collection template she uses.[05:05] Problem spaces and solution spaces.[06:57] In the solution space, much of the research is either generative or evaluative.[08:07] In the problem space, the research is neither generative nor evaluative.[08:54] The problem space is interested in the person and how they achieve their purpose.[09:19] A listening session asks the person what they were thinking as they were achieving their purpose.[11:25] Organizations are often only concerned with solution spaces; problem spaces tend to get ignored.[12:03] Why study problem spaces?[12:56] One solution does not fit all – there is no such thing as an “average user.”[13:50] Thinking styles vs. personas, and designing for archetypes.[15:03] An example from work Indi did for the University of Buffalo.[15:33] The benefits of using thinking styles over personas.[16:25] The bias problem in research.[17:10] Listening sessions must be framed by a purpose, and must have depth.[17:39] Surface vs. depth.[18:59] Depth is how we develop cognitive empathy with people.[19:34] The good stuff in a listening session is the inner thinking, the emotional reactions.[21:13] Indi describes the Mental Model Diagram.[23:27] Listening sessions start with a germinal question.[24:28] Listening sessions are audio-only.[26:49] The challenges that can come up in listening sessions.[28:47] The structure of a listening session.[30:27] Indi shares snippets of some listening sessions as examples of how to begin a listening session.[34:37] How Indi works with the results of a listening session.[35:14] Techniques used during listening sessions.[36:13] Listening session examples demonstrating techniques Listeners can use to build trust and rapport with the Speaker.[38:05] The importance of silence.[41:29] Listening session examples demonstrating how to encourage Speakers to open up and share their inner thoughts and emotions.[45:38] Indi talks about micro-reflections and shares some examples from listening sessions.[49:57] Why Indi likes the word “because.”[50:43] Listening session examples where the Listeners used time and place to help the Speakers dig deeper. [Note from Indi at 51:44] - “I forgot to explain that the grocery store example was because the Speaker got flustered and forgot her restaurant experiences. The Listener took her back to the grocery store she had mentioned so that the Speaker could be in familiar territory and relax. After that she remembered some more of her restaurant experiences.” [55:34] Indi talks about ways to simply encourage Speakers to continue talking.[57:12] Things not to do during listening sessions.[57:18] Avoid asking leading questions.[58:37] Avoid asking surface level questions.[1:01:08] Avoid conjecture.[1:01:51] Examples of conjecture from Indi’s listening sessions.[1:08:32] Avoiding complex reflection.[1:10:33] Indi talks about normal things that can occur during listening sessions.[1:12:13] Discovering your own verbal habits when reviewing your listening sessions.[1:13:35] Winding down listening sessions, and some examples of that from Indi.[1:13:53] The one closing question you should always ask.[1:16:40] Indi offers advice to those wanting to improve their listening skills and perhaps try using listening sessions.[1:19:44] Indi talks about some of the courses she offers. Links Here are the diagrams and transcripts we discuss in the episode. Indi on Twitter Indi on LinkedIn Indi on Medium Indi’s website and course listings 99% Invisible podcast episode: On Average Book Recommendation Listening Well: The Art of Empathic Understanding, by William Miller Other Design Thinking 101 Episodes You Might Like Problem Spaces, Understanding How People Think, and Practical Empathy with Indi Young — DT101 E6

I hope you enjoyed this episode. In these short Ask Like a Designer episodes on the Design Thinking 101 podcast, you’ll find new ways to explore the show’s stories and ideas about design-driven innovation. I'll share methods, templates, and ideas that have worked in my practice in teaching. This episode is about a question behind almost everything people do as they create growth and opportunity by seeing and solving like a designer. This episode is based on this article: ALD 002 // Design, and One Question to Rule Them All. Read the article and others like it on Fluid Hive’s Ask Like a Designer. What did you think of this episode? Please send your questions, suggestions, and guest ideas to Dawan and the Fluid Hive team. Cheers ~ DawanDesign Thinking 101 Podcast HostPresident, Fluid Hive Show Highlights [00:50] The One Question to Rule Them All.[01:19] Solving the wrong problem.[01:41] What happens when you solve the wrong problem.[01:49] Why solving the right problem is actually impossible.[02:31] Lessons from a yacht crash.[03:10] What problem am I trying to solve is never “one and done.”[04:23] How do you find the answer to “what problem am I trying to solve?” [04:34] How-Might-We questions[04:45] Free Ask Like a Designer tool to help you choose your next problem to solve.[05:08] To design is to ask questions.[05:27] Design Thinking 101 Learning courses.[05:52] The Innovation Smart Start webinar. Design Thinking 101 Learning — Courses and More Design Thinking 101 Learning helps people start seeing and solving like a designer. Each training course focuses on a different collection of actions and skills critical to using design thinking effectively and getting the results you seek. Please join me in the first course, Design Thinking 101 — Framing: Creating Better Solutions by Finding More Valuable Problems to Solve.  Each course is structured to help your innovation actions create what you need for the people you serve, your organization and yourself. Grab your spot and start seeing and solving like a designer today. Design Thinking 101 Episodes You Might Like Ask Like a Designer 001 — DT101 E61 A Short Introduction to Design Thinking with Dawan Stanford — DT101 E32 Design Research + Tools for Thinking + Using Research Well with Terri Herbert — DT101 E55 Other Resources Download the Design-Driven Innovation Project Launch Guide — Guide to launching innovation projects and avoiding common innovation traps Design-Driven Innovation. Innovation Smart Start Webinar — Take your innovation projects from frantic to focused! Fluid Hive: Learn — A growing collection of courses, webinars, and articles for people expanding their design thinking, service design, and human-centered design skills.

Ryann Hoffman is a system designer and design leader specializing in design and complex systems and working with organizations to develop capacity in design thinking and innovation operations. Show Summary Ryann’s path into design came from an early love of music, playing classical piano, and music composition. She did freelance design projects for teachers while in high school. By the time she went to college, she had strong design and communication skills, and had learned the power of storytelling. Ryann started out with plans for a degree in English, but switched to Sociology and fell in love with it from her very first introductory course. After undergrad, she spent several years working in various fields, including nonprofits and a music tech startup, where she brought her digital communications and design skills to bear on projects like promotional videos, visual design for reports and collaterals, and systems design for music distribution. While in grad school for Public Administration, she took a class called “Coping with Wicked Problems,” where she was introduced to design thinking. After graduation, she moved to Washington, D.C. became a member of Design Thinking DC, and started what would become her career in systems design, leading to her civic design work today with cities across America and international organizations like The World Bank and the Government of Madagascar. Listen in to learn about: >> Design Thinking D.C.>> System design at the municipal and federal level>> Advice for launching a new design team>> The surprising way “tedium” can trip up a design project>> Innovation Transformation>> Helping design teams that are working with emotional, difficult topics>> Power and identity in design>> Post-traumatic growth and helping people find a path to it in positive ways>> The importance of designers learning facilitation Our Guest Ryann Hoffman is a systems designer most in flow working in complex problem spaces. She's built and led design work across industries and at organizations including The World Bank and The Government of Madagascar, Capital One, Johns Hopkins Sibley Memorial Hospital, and ConsenSys. Through leading and practicing design, Ryann found purpose in developing teams. She watched the most well-intentioned, competent teams struggle to create impact because they lacked the support and curriculum to imbue design beyond densely packed workshops or sprints, and into their daily workflows, collaborations, and mindsets. As a Design Coach and Instructor, Ryann has worked with Harvard University and the Bloomberg Foundation, AmeriCorps, ConsenSys, Sunrun, and other leading institutions leveraging design to make their respective dents in the world's challenges. Her circuitous route to this calling includes her Masters in Public Administration, a stint in the music industry, and an early foundation in digital media production and visual design. When she's not working, Ryann loves learning about the brain and aspires to be more mindful. Show Highlights [02:05] How Ryann’s love of music led her to develop digital design and communications skills.[03:57] Making the switch from English literature to Sociology.[05:14] Ryann’s post-undergrad work.[08:05] The graduate course on dealing with wicked problems that introduced Ryann to design thinking.[11:38] Moving to Washington, D.C. after graduation.[13:22] Ryann and Dawan talk about Design Thinking D.C.[17:44] Ryann talks about her work as a civic designer and facilitator.[19:48] What Ryann loves about working at the city level of design.[23:17] How working with cities helps designers build a varied and robust skillset.[25:30] How Ryann helps design teams learn and apply design thinking tools and methods in their work.[28:18] Ryann offers advice for getting a new design team off to a good start.[29:40] The area that is often overlooked by new design teams and organizations looking to innovate.[32:24] Innovation transformation and the 3 things critical for a design team to learn if they want to succeed.[34:23] On the need for organizations to not be afraid to try different methods and processes to see what works best.[36:06] One of the most difficult challenges for leaders when they start working with design thinking.[37:24] How power and identity can create challenges in design thinking work.[38:57] Ryann talks about early struggles with perfectionism.[39:36] Divergent and convergent thinking, and the importance of working with and supporting team members.[42:13] Why trust is so important for teams and the importance of creative conflict.[43:29] Ryann’s recent focus on stress on systems and the psychological field of post-traumatic growth.[46:16] Reframing how we think about the things that cause us harm and stress.[49:23] Why facilitation is an important skill for designers and anyone working in design thinking.[56:18] Lessons Ryann learned about remote work.[57:07] Remote work can make it easier to integrate design into an organization’s workflows.[58:14] Finding and learning the tools to help create an engaging online experience.[1:00:06] The difference between remote and in-person interactions.[1:03:47] Seeing areas of weakness as opportunities.[1:05:43] Where to find out more about Ryann and her work. Links  Ryann Hoffman on LinkedIn Staircase Strategy Psychology Today, “Why Virtual Communication Can Leave You Worn Out” Brené Brown, The power of vulnerability Book Recommendations Antifragile: Things That Gain From Disorder, by Nassim Nicholas TalebStronger By Stress: Adapt to Beneficial Stressors to Improve Your Health and Strengthen the Body, by Siim Land Other Design Thinking 101 Episodes You Might Like Design Thinking for the Public Sector + Building and Training Design Thinking Teams with Stephanie Wade — DT101 E14 Teaching Yourself Design Thinking + Innovating in Government with Amy J. Wilson — DT101 E19 Adding System Awareness to System Design to Your Innovation Stack with Julie Guinn — DT101 E43 ________________  Thank you for listening to the show and looking at the show notes. Send your questions, suggestions, and guest ideas to Dawan and the Fluid Hive team. Cheers ~ Dawan Download the Design-Driven Innovation Project Launch Guide — Guide to launching innovation projects and avoiding common innovation traps Design-Driven Innovation. Innovation Smart Start Webinar — Take your innovation projects from frantic to focused! Fluid Hive: Learn — A growing collection of courses, webinars, and articles for people expanding their design thinking, service design, and human-centered design skills.  

Thank you for listening to this Ask Like a Designer episode of the Design Thinking 101 Podcast. In these short Ask Like a Designer episodes on the Design Thinking 101 podcast, you’ll find new ways to explore the show’s stories and ideas about design-driven innovation. I'll share methods, templates, and ideas that have worked in my practice in teaching.  This episode is about six people: six designers whose different roles and favorite questions drive how I serve clients, teach, and develop as a designer. This episode is based on this article: ALD 001 // Ask Like a Designer. Read the article and others like it on Fluid Hive’s Ask Like a Designer. What did you think of this episode? Please send your questions, suggestions, and guest ideas to Dawan and the Fluid Hive team. Cheers ~ DawanDesign Thinking 101 Podcast HostPresident, Fluid Hive Show Highlights [00:32] What is the Ask Like a Designer series?[01:08] The Six Designers and their purpose.[01:44] Why “ask like a designer?”[02:43] Designer 1: Builder[03:06] Designer 2: Scout[03:39] Designer 3: Tinker[04:19] Designer 4: Facilitator[04:52] Designer 5: Traveler[05:14] Designer 6: Pro[06:01] How to work with the Six Designers[06:05] Free Ask Like a Designer thinking tool for download at Fluid Hive to help you work with the six designers.  Design Thinking 101 Learning — Courses and More Design Thinking 101 Learning helps people learn, lead and apply design-driven innovation. Each training course focuses on a different collection of actions and skills critical to using design thinking effectively and getting the results you seek. Please join me in the first course, Design Thinking 101 — Framing: Creating Better Solutions by Finding More Valuable Problems to Solve.  Each course is structured to help your innovation actions create what you need for the people you serve, your organization and yourself. Grab your spot in the course early. Use this code FRAMING20 to get 20% off the course if you register by January 22, 2021. Design Thinking 101 Episodes You Might Like Humble Design Leadership + Design Agency and Experience Design Evolution with Aleksandra Melnikova — DT101 E33 A Short Introduction to Design Thinking with Dawan Stanford — DT101 E32  Learning and Leading Design for Healthcare + Innovation Teams with Paolo Korre — DT101 E20  Other Resources Download the Design-Driven Innovation Project Launch Guide — Guide to launching innovation projects and avoiding common innovation traps Design-Driven Innovation. Innovation Smart Start Webinar — Take your innovation projects from frantic to focused! Fluid Hive: Learn — A growing collection of courses, webinars, and articles for people expanding their design thinking, service design, and human-centered design skills.

Denise Ho and Andrew Baker are our guests today. Denise is a design researcher practicing in the design space since the early 2000s and the Director of Design at Hope Lab. Andrew Baker is living and working at the intersection of technology and experience design. He’s the Vice President of Product at Grit Digital Health and teaches Experience Design at the University of Colorado. Denise and Andrew collaborated on a way to combat loneliness in college students. We talk about designing for mental health, Nod, an app that is helping young people avoid negative health outcomes associated with loneliness, and how college students were involved in creating Nod. Show Summary Denise and Andrew had very different entry points into design. Denise’s journey began with a love for people and cultures. She started her undergrad as an anthropology student, but she wanted to not just study culture, but to shape it. That led her into design. She studied product design at the Illinois Institute of Technology, and landed an internship at IDEO, where she ended up staying for eight years while also teaching design at the California College of Arts. Denise opened her own design practice and started doing design research into younger generations — not just designing products for them, but also working to understand their way of seeing and experiencing the world. Now, she works at Hope Lab, where the focus is on creating digital technologies that help young people live happier, healthier lives. Andrew’s interests were influenced at an early age by his father, a graphic designer, and his mother, a civic leader focused on social impact. He studied business and English literature at the University of Colorado, but also minored in technology, arts and media, where he studied software development and honed his self-taught graphic design skills. An internship at a Denver agency allowed him to continue developing that skill set, but also gave him the opportunity to dig into user experience and into understanding human behavior and using those insights to guide designing product solutions. He moved into a dual role with Cactus and Grit Digital Health, leading both companies’ creative technology practices before moving into a full-time position at Grit Digital Health, where the focus is on creating digital health solutions for college students designed to help them improve their mental health and wellness. Denise and Andrew talk about designing for mental health and their collaboration to create Nod, an app for college students. Nod is designed to help students make social connections and relationships in an effort to address the loneliness many students end up feeling when they arrive on campus and begin their higher education journey. Listen in to learn more about: >> Designing digital health products for younger generations>> The Nod app>> How Nod was designed and developed>> Co-creating with college students>> Hope Lab’s work and projects>> Grit Digital Health’s wellbeing tool and other projects  Our Guests Denise Ho Denise Ho brings more than 15 years of creative leadership experience as a design thinker, strategist, and qualitative design research with expertise in healthcare, transformative technologies, and industrial design. She spent 8 years at IDEO, and is currently Director of Design at Hopelab. She leads a diverse team of design researchers, industrial designers, and creative strategists to create technologies that are engaging, sustainable, and scaled to impact as many lives as possible. Denise enjoys gardening and spending time with her twin daughters, husband, and puppy. Andrew Baker In his role at Grit Digital Health, Andrew inspires and guides the design of user-centered solutions across technology mediums and industry verticals. With a background in experience design and software development, Andrew and his team strive to develop wellbeing products that are rooted in research, behavior design, and business strategy. Outside of his role at Grit, Andrew is an adjunct professor at the University of Colorado, where he teaches user experience design in an MA program for Strategic Communication Design. Show Highlights [01:30] How Denise found her way to a career in digital design.[05:08] Andrew’s journey into digital design.[10:18] Denise gives an introduction to Nod.[11:12] Andrew follows up with his “elevator pitch” for Nod.[12:28] The question that drove Nod’s naissance at Hope Lab in 2017.[13:25] The connection between loneliness and college students’ mental health.[14:48] Denise talks about the early research and discovery stage of Nod.[15:45] Nod’s unique problem space.[16:58] Collaborating with college students using an early paper prototype of the app.[18:19] Nod’s next steps forward in development.[18:52] Andrew talks about reverse engineering health outcomes.[20:01] The three categories of psychological health outcomes Nod targets.[21:36] Successfully changing behavior requires small concrete steps.[24:15] College students continued to play an important role in the development of Nod.[25:30] The challenges of working on a solution for a very personal and private issue.[27:16] Co-creating with students on Nod has been an incredible experience.[27:56] Nod’s pilot phase with the University of Oregon.[28:20] Service design and delivery is one of the biggest challenges for digital products.[30:06] Nod’s pilot phase at the University of Colorado Denver focused on service design.[31:31] COVID-19’s impact on the development of Nod.[33:20] Hope Lab’s tri-discipline approach to collaboration and co-creation.[35:19] Denise talks more about the randomized control trial at the University of Oregon and how it proved Nod was working.[36:31] How people reacted when they heard about Nod’s development.[37:48] Andrew offers insights into the rise and future of digital-only health and wellbeing design.[39:15] Why Nod is such a special project and product.[41:31] Where you can find Nod.[42:22] Partnership with Snapchat to release Nod in 2021.[43:31] How universities can participate in Nod’s pilot program.[44:29] Denise talks about another project Hope Lab is working on, focused on identity affirmation of LGBTQ+ people.[47:25] Andrew talks about Grit Digital Health’s digital personalized wellbeing tool.[48:21] Grit Digital Health is hosting a panel at an upcoming Innovation Learning Network conference. Links Denise on LinkedIn Andrew on LinkedIn Andrew on Instagram Andrew on Grit Digital Health Nod Nod’s product overview Press release on efficacy data for Nod Hope Lab Hope Lab Milk Hope Lab’s LGBTQ+ Youth Mental Health and Resilience Project Grit Digital Health YOU at College University of Colorado Boulder, Master of Arts in Strategic Communication Design Fast Company’s "Innovation by Design" award (Nod was honored in 2 categories)Journal of Medical Internet Research Mental Health: Smartphone App to Address Loneliness Among College Students: Pilot Randomized Controlled Trial Other Design Thinking 101 Episodes You Might Like Mapping and Service Design + Implementation + Accessibility with Linn Vizard — DT101 E17 Launching and Leading a University-wide Design Thinking Initiative with Danielle Lake — DT101 E31 Designing Health Systems + Creating Effective Design Workshops with Sean Molloy — DT101 E44 ________________ Thank you for listening to the show and looking at the show notes. Send your questions, suggestions, and guest ideas to Dawan and the Fluid Hive team. Cheers ~ Dawan Free Download — Design Driven Innovation: Avoid Innovation Traps with These 9 Steps Innovation Smart Start Webinar — Take your innovation projects from frantic to focused!

Douglas Ferguson is the founder of Voltage Control, a workshop agency on a mission to rid the world of horrible meetings. We talk about teams, design sprints, prototyping, and creating meetings that matter. Show Summary As a coder during the 90s tech bubble, Douglas discovered that he loved working as part cross-functional teams often found in startup companies, and wearing different hats as needed during a project. When the Agile Manifesto came out in early 2001, Douglas realized that a lot of its principles were things he and his teams had already been doing. He began combining Agile and Lean methodologies to find ways teams can work together better. Douglas’ company, Voltage Control, focuses on helping teams learn how to better collaborate. During our conversation, we talk about the hallmarks of a well-functioning team, Douglas’ work with organizations using design sprints and prototyping, and how Douglas’ new book, Magical Meetings, is helping us all be able to have better, more meaningful and productive meetings.  Listen in to learn more about: >> The traits of a well-functioning team>> How prototyping can help an organization>> The ins and outs of design sprints>> The two questions to ask when designing the test for a prototype>> Douglas’ new book, Magical Meetings>> How to have better meetings, no matter what industry you’re in>> Adapting to the new virtual meeting space Our Guest Douglas is an entrepreneur and human-centered technologist with over 20 years of experience. He is president of Voltage Control, an Austin-based workshop agency that specializes in Design Sprints and innovation workshops. Prior to Voltage Control, Douglas held CTO positions at numerous Austin startups, where he led product and engineering teams using agile, lean, and human-centered design principles. While CTO at Twyla, Douglas worked directly with Google Ventures running Design Sprints and now brings this experience and process to companies everywhere. Show Highlights [01:36] Douglas talks about how he got into design and his focus on teams and teamwork.[03:57] Launching Voltage Control to help teams work better together.[04:30] How a well-functioning team evolves.[05:05] The importance of trust between team members.[05:36] Douglas connects the Gallup’s Q12 survey to team trust.[08:06] How Douglas introduces teams to prototyping.[08:51] Creating a vision document of how the team might use prototyping.[09:23] Why Douglas needs to understand the shared values of a team.[11:01] Two tactics Douglas uses to help teams come to a shared understanding.[14:30] Douglas defines prototyping.[14:43] Douglas shares one of his favorite examples of prototyping: the five pound weight.[17:16] Prototypes help teams separate the problem space from the solution space.[18:50] How Douglas facilitates team prototyping.[19:41] The two components of a design sprint.[20:10] The importance of the question “What is the test we need to run?” when designing a prototype.[20:30] The Riskiest Assumption Test (RAT).[22:00] The two questions Douglas asks after deciding on the prototype test.[22:57] Setting expectations for a design sprint and avoiding the “design sprint slump.”[23:44] A design sprint is only the beginning of the work.[24:30] Why it’s important for an organization’s leadership to understand what design sprints can and can’t do.[25:00] Prototyping is intended to give insights and understanding of the problem space to provide direction for the work to come.[26:55] Leadership must understand there is more work to do after the design sprint.[28:49] Design sprints as design research.[29:46] Douglas talks about “branding” the design sprint.[31:11] How Douglas is gathering facilitation techniques and tools from different industries and applying them to help us all improve our meetings.[33:22] Douglas’ new book, Magical Meetings.[34:03] How meeting participants can help the meeting facilitator.[35:10] Magical Meetings offers action steps and principles anyone can use to improve their meetings.[36:11] Douglas offers his thoughts on remote work and virtual meetings, and COVID-19 is changing his work.[37:53] Advice for those holding virtual workshops and meetings.[38:45] Intentionally designing virtual experiences.  [40:35] Two virtual tools Douglas recommends for those creating online experiences.[42:21] Where to find out more about Douglas and his work. Links Douglas on LinkedIn Douglas on The Future Shapers Douglas' posts on Medium What is design thinking? Bringing Design Thinking into Technology Voltage Control Beyond the Prototype Inside Innovation - Inside Outside podcast with Douglas Beyond the Prototype - Techblog Writer UK podcast episode with Douglas Gallup’s Q12 Survey Loom screencasting tool Session Lab workshop planning tool Other Design Thinking 101 Episodes You Might Like Stakeholder-Centered Design, Design Thinking in Large Organizations, and Critique for Design Teams with Jean-Louis Racine — DT01 E3 Teaching Yourself Design Thinking + Innovating in Government with Amy J. Wilson — DT101 E19 Designing Your Team + Teams in Design Education + Coaching Design Teams with Mary Sherwin and David Sherwin — DT101 E49 ________________ Thank you for listening to the show and looking at the show notes. Send your questions, suggestions, and guest ideas to Dawan and the Fluid Hive team. Cheers ~ Dawan Fluid Hive’s Ask Like a Designer — Monthly articles with design ideas, methods, frameworks, templates, and a question-fueled approach to design-driven innovation. Discover new ways to learn, lead and apply design-driven innovation. Free Download — Design Driven Innovation: Avoid Innovation Traps with These 9 Steps Innovation Smart Start Webinar — Take your innovation projects from frantic to focused!

Yianna Vovides is the Director of Learning Design and Research at the Center for New Designs and Learning and Scholarship (CNDLS) at Georgetown University. She’s also a professor for the Master of Arts in Learning, Design, and Technology (LDT) program at Georgetown, and the Curriculum Director for LDT. In her role at CNDLS, she oversees the digital learning efforts, including online programs. We discuss learning, learning design, and designing online learning during the pandemic and beyond. Show Summary A passion for discovering how we communicate launched Yianna’s journey into instructional and curriculum design. In her Master’s in development support communication, she studied how we work and communicate in international settings, especially in terms of communication pathways up and down an organization’s hierarchy. During her master’s work, she took an Introduction to instructional design course, and realized that it was the bridge she had been looking for to create those communication pathways. In this episode, we talk about how people learn and how Yianna teaches learning design to her students. We learn more about the LDT program at Georgetown. Yianna discusses the learning journey, creating “beautiful” learning experiences, and how the current health crisis has accelerated the rise of e-learning and the tools and technologies that make e-learning possible. Listen in to learn more about: >> Learning design as compared to instructional design>> Georgetown University’s Learning, Design, and Technology program>> The complexity behind how people learn>> The difference between an instructional designer and a learning designer>> “What is learning” as an impossible question to answer>> How the COVID-19 health crisis is re-shaping how we teach and learn>> E-learning spaces and how they are being used now Our Guest Dr. Yianna Vovides’ work intersects three areas — education, technology, and development. Over the last two decades, she has focused her practice and academic efforts in addressing how people learn within networked learning environments. She has worked on projects that emphasize individual and group learning, institutional programs that enable systemic changes, and research that examines how new technologies support teaching and learning. Professor Vovides currently serves as Director of Learning Design and Research at the Center for New Designs in Learning and Scholarship (CNDLS), Professor for the Master of Arts in Learning, Design, and Technology (LDT) program at Georgetown University, and Curriculum Director for LDT. In her role at CNDLS, she oversees the digital learning efforts including online programs. She has over 15 years of experience in higher education and has been instrumental in establishing programmatic efforts for university-wide services in online learning. As a professor, she serves as faculty in LDT and teaches courses both for the program core and learning design track core — Methods of Learning and Design and Theories, Process Models, and Strategies. Show Highlights [01:37] Yianna talks about what learning design and instructional design are in terms of higher education and her work.[02:52] How Yianna found her way into instructional design.[04:56] Pairing instructional design with computer-based instruction.[06:55] Yianna’s coursework is designed to help students find their own best path into learning.[07:40] Yianna’s dissertation on cognitive flexibility and the need for openness and vulnerability.[09:23] Wanting students to focus on learning, not process.[09:43] The LDT program starts by asking students “What is learning?”[11:08] By studying the outliers and designing for them, Yianna can create a better design for all.[12:41] Why it can be challenging for a newcomer getting into learning design.[13:41] The lack of learner agency in current educational environments, and how the LDT program is different.[14:12] The collaborative nature of the LDT program for students.[16:36] More about the LDT program and how it’s structured.[17:12] Why Yianna prefers the term “learning design” over “instructional design.”[18:57] The LDT program’s four core components.[19:40] How the LDT design studio incorporates all four of the core components.[22:20] How constraints and boundaries can fuel creativity and innovation.[23:12] The importance of the question, “What is the problem you’re trying to solve?” and of encouraging students to keep asking questions.[26:00] Why collaboration is an integral part of being a learning designer.[27:20] The key difference between a learning designer and an instructional designer.[28:50] Yianna believes that more research needs to be done on the driving factors and motivators behind collaboration.[30:15] Yianna talks about the Medical Education Partnership Initiative.[30:47] How e-learning is opening the doors of learning to more communities all across the world.[34:39] COVID-19 and emergency e-learning.[35:35] Moving from emergency e-learning spaces into designed e-learning spaces.[37:35] How a particular tool or technology can spark learning design ideas.[38:04] Yianna encourages teachers and students to play in their virtual classrooms to become comfortable with them.[39:01] Deciding between synchronous and asynchronous learning experiences in the virtual classroom.[41:28] Yianna recommends resources for those wanting to learn more about how people learn and learning design. Links Yianna on LinkedIn Yianna’s at Georgetown University Yianna’s webpage at Georgetown University MOOC: Massive Open Online Courses IDEXX Learning Center Coursera Book Recommendations Optimizing Instructional Design Methods in Higher Education (Advances in Higher Education and Professional Development), by Yianna Vovides and Linda Rafaela Lemus Learning from Hypermedia: The Role of Metacognitive Skills, by Yianna Vovides Other Design Thinking 101 Episodes You Might Like Designing for the Greater Good, Strategy + Design Thinking, and Measuring Design Thinking with Jeanne Liedtka — DT101 E1 How to Learn Design Thinking + Design Thinking Pedagogy with Julie Schell — DT101 E15 Learning Design + Designing for How People Learn with Julie Dirksen — DT101 E42 ________________ Thank you for listening to the show and looking at the show notes. Send your questions, suggestions, and guest ideas to Dawan and the Fluid Hive team. Cheers ~ Dawan Fluid Hive’s Ask Like a Designer — Monthly articles with design ideas, methods, frameworks, templates, and a question-fueled approach to design-driven innovation. Discover new ways to learn, lead and apply design-driven innovation. Free Download — Design Driven Innovation: Avoid Innovation Traps with These 9 Steps Innovation Smart Start Webinar — Take your innovation projects from frantic to focused!

Dr. Lesley-Ann Noel is the Associate Director for Design Thinking for Social Impact and a professor of practice at Tulane University, and an Afro-Caribbean designer who focuses on critical emancipatory design thinking. We talk about power issues and design, participatory design, working with community partners, teaching design, thinking in ways that help students reflect on difference, and the Designer's Critical Alphabet. Show Summary Lesley’s passion for design started in middle school, and by the time she graduated from high school, she was looking for a place to continue her design studies. She ended up in Brazil, where she spent a year studying graphic design and five years in industrial design before returning to Trinidad, where she worked as a design consultant and taught at the University of the West Indies. After coming to the U.S. to get her Ph.D. at North Carolina State University, she spent a year teaching at Stanford’s d.School before moving on to her current position at Tulane University. Lesley talks about the importance of positionality and identity in her work, and how her classes and coursework have changed in response to the events of 2020, including the current COVID-19 health crisis. We learn how and why Lesley created the Designer’s Critical Alphabet, and what she hopes the cards will do for people who use them. Listen in to learn more about: >> How power and identity influence design>> Making design more inclusive with communities and stakeholders — designing with, not designing for>> How design thinking can be used to give marginalized populations a voice and a seat at the table>> The changes and adaptations Lesley is making to her classes in response to COVID-19>> The Designer’s Critical Alphabet Our Guest Dr. Lesley-Ann Noel Is Afro-Trinidadian design educator, based in New Orleans. She practices design through emancipatory, critical and anti-hegemonic lenses, focusing on equity, social justice and the experiences of people who are often excluded from design research. She also attempts to promote greater critical awareness among designers and design students by introducing critical theory concepts and vocabulary into the design studio e.g. through The Designer’s Critical Alphabet. Her research also highlights the work of designers outside of Europe and North America as an act of decolonizing design. Her identity is shaped by her ethnic background as an Afro-Trinidadian; her experience as a daughter, sister and mother; and her lived experiences in Trinidad and Tobago, Brazil, Tanzania, Uganda and the USA. Show Highlights [01:28] Lesley shares her path into design.[02:05] Her time in Brazil.[02:35] Returning to Trinidad and working as a design consultant and university professor.[03:27] Coming to the U.S. for her Ph.D.[04:40] How her life experiences have strongly influenced her work.[05:11] Her interest in indigenous cultures and looking at different points of view.[05:57] Her Design Research Society group’s focus on gathering design stories from Africa, Asia, Latin America, and the Caribbean.[06:55] Lesley talks about how she teaches design thinking by starting with “who we are” and talking about positionality and identity.[08:01] How the focus on identity and positionality changes the way Lesley and her students approach design.[09:33] The importance of getting the stakeholders involved in the process.[10:43] The way Lesley is using design thinking to amplify and reflect the voices of those often left unheard.[11:33] Shifting the power from the university to the community, and letting community partners take the lead.[12:40] Lesley talks more about the experiences and challenges of exploring identity and power in the classroom.[15:21] Ways Lesley is working to ensure her students are aware of the agency and power of the communities they are working with.[16:08] Ensuring the learning and information is flowing in both directions.[17:05] How 2020’s current events are affecting her teaching and classes.[19:08] The rewards of watching students grow their confidence and skills as designers.[20:25] Lesley describes her classes and the academic culture shock some students have when they first get started.[22:57] How Lesley uses unique creative challenges to help students tap into their ability to reflect, think, and design.[23:31] The “design a game” challenge.[24:27] The “create a recipe” challenge.[25:11] Lesley has students redesign a design thinking format and design their own framework.[27:02] What Lesley is doing to adapt her classes and coursework to the new realities of the COVID-19 crisis.[29:43] Remote work pushes the need to create activities for relationship building and allocate enough time for them.[32:16] Being intentional about relationship building.[33:47] Designer’s Critical Alphabet card deck overview.[34:23] The Designer’s Critical Alphabet’s purpose is to help designers look at a project with different lenses and perspectives.[34:43] Lesley discusses a couple of the cards in depth.[36:33] The Designer’s Critical Alphabet is a way for designers to learn and develop critical theory and vocabulary.[37:19] Lesley’s students use the cards to learn new vocabulary, theories, and ideas.[39:00] The Designer’s Critical Alphabets humble beginnings as a small side project.[40:10] How Lesley’s viral LinkedIn post in June 2020 brought the Designer’s Critical Alphabet deck to a larger audience.[42:23] Lesley’s one fear about the cards.[44:26] The two things Lesley hopes the cards will encourage people to do.[46:04] How to learn more about Lesley and her work. Links Dr. Noel on TwitterDr. Noel on LinkedInDr. Noel’s websiteDr. Noel on Tulane University’s websiteA Designer’s Critical Alphabet Cards“Teaching and Learning Design Thinking through a Critical Lens at a Primary School in Rural Trinidad and Tobago”Dr. Noel’s work with emancipatory research and design thinkingCAE research conference call with Dr. Noel as she presents her research/processes in the field of critical design thinking with an emphasis on emancipatory process. Other Design Thinking 101 Episodes You Might Like How to Learn Design Thinking + Design Thinking Pedagogy with Julie Schell — DT101 E15 Design Thinking + Learning Science with Adam Royalty — DT101 E18 Rethinking Service Design + Student Projects + Community Systems with Amy O’Keefe — DT101 E56 ________________ Thank you for listening to the show and looking at the show notes. Send your questions, suggestions, and guest ideas to Dawan and the Fluid Hive team. Cheers ~ Dawan Free Download — Design Driven Innovation: Avoid Innovation Traps with These 9 Steps Innovation Smart Start Webinar — Take your innovation projects from frantic to focused!

Amy O'Keefe is the Studio Director of Northwestern university’s Master of Science and Engineering Design Innovation program, where she leads the human-centered service design studio. We talk about how the pandemic and the expanding awareness of systemic racism might change services, design, project partnerships, service design studio courses, and communities of practice in design education. Show Host: Dawan Stanford Show Summary Amy was always interested in experience design, but in the early 90s, there wasn’t a specific discipline teaching it, so Amy had to find her own path by way of studying English literature and architecture during her college years. Her senior thesis — an examination of how people experience memorial architecture, with a focus on the Holocaust Memorial Museum in Washington, D.C. — was her first real foray into human-centered design and experience design. Her original intention to continue studying architecture in graduate school changed after taking a job at the Art Institute of Chicago, where she had the opportunity to dig into digital technology. Instead, she pivoted into a fifteen-year career designing digital products and services. Eventually, Amy returned to university for a graduate degree in product design. She began teaching service design while finishing up her graduate work. Our conversation takes a look at the world today through a service design lens and talks about how service design is changing — and how it needs to continue to change — in response to what’s happening around us right now. Listen in to learn more about: >> Systemic racism and its effects on service design>> Ways to ensure service design is focused on equity for marginalized populations>> Some of the projects Amy and her students have worked on in healthcare and social impact spaces>> Northwestern’s Student Health Leaders project>> The value of design communities finding ways to connect and converse with one another>> Fluid Hive’s Adapt, Respond, and Evolve experience>> Service Ecosystems and Chicago’s Center on Halsted as a great example Our Guest Amy O’Keefe is the Studio Director of Northwestern University's Master of Science in Engineering Design Innovation (EDI) program, where she leads the Human-Centered Service Design Studio. Amy frequently partners with physicians and healthcare organizations to bring a human-centered approach to addressing complex medical issues. Amy has consulted on service, experience, and integrated multi-channel initiatives for Fortune 50 retail and global Am Law 100 clients. Her professional background includes more than a decade leading multi-disciplinary service, product design, and development at a Chicago-based tech startup acquired by Thomson Reuters. Amy received her MS in Product Design and Development Management from Northwestern. As an undergraduate, Amy embraced the Liberal Arts, majoring in English at Davidson College and studying Architecture in Florence, Italy. A sampling of Amy’s recent studio collaborations includes: a partnership with Procter & Gamble that led to the 2016 launch of the integrated laundry service, Tide Spin; engagement with Northwestern Medicine and Lurie Children’s Hospital resulting in lead findings presented at the 2016 American College of Allergy, Asthma and Immunology (ACAAI) Annual Scientific Meeting; and engagement with Penn Medicine’s Anesthesiology and Critical Care team informing the best practices for patient awareness and management of postoperative delirium discussed at the 2016 American Society of Anesthesiologists’ Brain Health Summit. She is a founding member of the Integrated Design Innovation consortium (IDI) and is working with colleagues from peer programs at University of Pennsylvania, MIT, Carnegie-Mellon, Harvard and several other schools to establish, evolve, and expand the category of Integrated Design Innovation programs in engineering education. Show Highlights [01:36] Amy’s “crooked” path to service design.[03:35] Amy defines intentional design.[03:51] Her job at the Art Institute of Chicago was her introduction to the idea of digital design and creating digital experiences.[04:49] Pursuing a graduate degree in product design and teaching service design.[07:22] Looking at the world and current events through a service design lens.[08:15] Amy talks about how most of our daily and activity journey maps broke this year.[09:10] The responsibility of service designers in our current environment.[11:05] How systemic racism and other world events has affected how service design works and the way Amy teaches service design.[12:26] Amy’s work on a new framework to encourage a better understanding of all stakeholders and complex adaptive systems in a problem space.[13:28] The need for service designers to understand the various privileges, power, and identities of potential stakeholders.[14:39] How many service design tools are problematically designed for an idealized world that doesn’t reflect reality, and how Amy helps students to dig for more accurate insights.[15:22] Service design, acknowledging risk, and running design prototypes to test the impact on marginalized populations.[16:45] Putting ethics first as a service designer.[17:25] Amy talks about how she chooses projects for her classes.[18:35] Amy offers examples of some of her students’ projects.[19:30] The Student Health Leaders project at Northwestern.[23:58] Solving versus responding when it comes to problem spaces.[26:46] Ways in which the various design practice communities are starting to come together to share ideas and have conversations about the work.[32:06] Amy asks Dawan to talk about Fluid Hive’s Adapt, Respond, and Evolve experience.[34:03] The value of bringing leaders from many different schools together to talk about the current challenges and to share lessons learned.[35:38] The definition of a service ecosystem.[36:30] Amy talks about Chicago’s Center on Halsted’s LGBTQ service ecosystem.[38:42] Amy recommends looking up the Fogo Island Inn and Zita Cobbs’ Service Design Network conference presentation.[40:47] Books and other resources Amy recommends for learning more about service design.[42:27] Where to find out more about Amy and her work. Links Amy at Northwestern University Amy on LinkedIn Engineering Design Innovation at Northwestern University Zita Cobbs and the Crisis of Belonging Book Recommendations Service Design: From Insight to Implementation, by Andy Polaine, Lavrans Løvlie, and Ben Reason Palaces for the People: How Social Infrastructure Can Help Fight Inequality, Polarization, and the Decline of Civic Life, by Eric Klinenberg Small Is Beautiful: Economics as if People Mattered, by E. F. Schumacher The Color of Law: A Forgotten History of How Our Government Segregated America, by Richard Rothstein Other Design Thinking 101 Episodes You Might Like Mapping and Service Design + Implementation + Accessibility with Linn Vizard — DT101 E17 Designing Culture at Work + Social Innovation + Necessary Disquiet with Laurie Currie — DT101 E29 Adding System Awareness to System Design to Your Innovation Stack with Julie Guinn — DT101 E43 ________________ Thank you for listening to the show and looking at the show notes. Send your questions, suggestions, and guest ideas to Dawan and the Fluid Hive team. Cheers ~ Dawan Free Download — Design Driven Innovation: Avoid Innovation Traps with These 9 Steps Innovation Smart Start Webinar — Take your innovation projects from frantic to focused!

Terri Herbert is a design researcher and experienced research manager at Asana. She's fascinated by the complexity of the world of work and interested in researching and modeling complex systems involving people and technology. We talk about doing good design research, ways to ensure design research outputs are used effectively, and how a design researcher supports a team throughout the design process. Show Host: Dawan Stanford  Show Summary Terri’s journey into design research began in the business world of marketing and communications strategy, where she often worked with survey results and collected data. It was there she first came into contact with the concept of user experience and began to use some design thinking ideas in the iterative process of finding solutions. This led her into UX design and she went back to university for a Master’s degree in human-computer interaction. During this time, she discovered her love of research and modeling systems, which has been a part of her work ever since. At Asana, Terri’s focus is on understanding how people work together as a team, and on providing ways for teams to work better together. As part of this, she studies team dynamics and team behavior, and looks at individual team member’s skills and abilities. She uses what she learns to motivate team behaviors that foster and maintain a high-functioning work environment. We’ll hear more about design research and how Terri uses it to discover insights about how we work, and how she and her team strive to make their research accessible and easy to understand for those who need its insights, and the importance of seeing research itself as dynamic and never-ending. Listen in to learn more about: >> What design research is>> How team dynamics affects a team’s ability to perform and succeed>> Tools Terri uses to help people connect with and understand her research>> Ways design and design research are changing as a result of the current health crisis>> The importance of revisiting and refreshing design research as conditions evolve and change Our Guest Terri is a design researcher and systems thinker fascinated by the complexity of the world of work. At Asana, a leading work management platform for teams, she heads up research focused on helping teams adopt better work practices. Her background in group and system dynamics, collaboration, and interaction design enables her to apply theory for impact in the real world. Terri holds an MSc in Human-Computer Interaction and has worked with organizations across e-commerce, culture and tourism, transportation services, agriculture, and more. Show Highlights [01:07] Terri talks about how she got into design research as a career.[02:57] A high-level look at the work Terri does at Asana.[04:40] How Terri structures her research when she’s studying team dynamics.[05:20] Secondary research sources that are part of Terri’s work.[06:01] Understanding a team’s dynamics is the key to improving how a team can work together better.[07:10] Ways Terri and her team ensure the outputs of their research are understood and used effectively by stakeholders.[08:05] Question mapping as a way to find the key questions and concerns the stakeholders have about the problem space.[10:09] Terri talks more about how design research gets applied in real contexts.[10:15] How Terri uses the discovery debrief to provide a team with tools for thinking and action as they move forward in the problem space.[10:43] Helping the team narrow the scope and bring the problem space into focus.[12:27] The benefits of role-blending in work environments when it comes to working as a team in the design problem space.[12:56] How Terri works through situations where she meets resistance to her findings and insights.[13:09] Using the opportunity tree tool to ensure the team’s work is actually going to address the identified problem.[14:48] Methods and tools Terri uses to help teams understand and connect with the research.[15:25] The value in revisiting earlier research on a regular basis to spot trends and long-term insights.[16:35] Research is not a static, permanent object; it is dynamic, always needing refreshing in response to change.[18:16] How Terri’s research team has been impacted during the COVID-19 health crisis.[20:00] The virtual tools and frameworks Terri’s using in her work now.[20:56] The opportunities and insights occurring in design research as a result of the health crisis.[23:52] Terri talks about wanting easier ways to help people get past their biases to allow them to go deeper into their own motivations and behaviors.[26:01] Resources Terri recommends for those interested in design research and design thinking.[29:29] How to find out more about Terri and her work. Links Terri on Twitter Terri on LinkedIn Terri on Medium Asana Getting Emotional: Our first steps with affective interaction Book Recommendations The Social Life of Information, by John Seely Brown, Paul Duguid, and David WeinbergerThe Service Innovation Handbook: Action-oriented Creative Thinking Toolkit for Service Organizations, by Lucy KimbellThinking in Systems: A Primer, by Donella H. Meadows and Diana Wright The Power Paradox: How We Gain and Lose Influence, by Dacher Keltner Collaborating with the Enemy: How to Work with People You Don’t Agree with or Like or Trust, by Adam Kahane Turning People into Teams: Rituals and Routines That Redesign How We Work, by Mary and David Sherwin Other Design Thinking 101 Episodes You Might Like Problem Spaces, Understanding How People Think, and Practical Empathy with Indi Young — DT101 E6 Design Thinking + Learning Science with Adam Royalty — DT101 E18 Designing Your Team + Teams in Design Education + Coaching Design Teams with Mary Sherwin and David Sherwin — DT101 E49 ________________ Thank you for listening to the show and looking at the show notes. Send your questions, suggestions, and guest ideas to Dawan and the Fluid Hive team. Cheers ~ Dawan Free Download — Design Driven Innovation: Avoid Innovation Traps with These 9 Steps Innovation Smart Start Webinar — Take your innovation projects from frantic to focused!

Steve Wendel is the author of Designing for Behavior Change, Founder of the Action Design Network, and head of Behavioral Science at Morningstar. We talk about behavioral problem solving, his new book, ethics and behavior design, and his toolkit for anyone who wants to apply behavioral science now. Show Host: Dawan Stanford Show Summary Stephen began working with behavioral science during his years at HelloWallet. He was seeking to create products that were more attuned to the mindset of, and challenges experienced by, its customers. Stephen believes that behavioral science needs to be used not just to better understand our limitations and challenges, but also to help us discover and build the tools and solutions we need to overcome those limitations. One of Stephen’s goals has been to simplify aspects of behavioral science so that more people can use it in their work. His new book, Designing for Behavior Change, and companion workbook offers readers tools and processes that are accessible, practical, and easy to use. Stephen also offers his thoughts and advice on how behavioral science can help us rethink how we live, work, and succeed in the current COVID-19 health crisis environment, and how this time is one of tremendous opportunity when it comes to forming new life habits, not just on an individual scale, but on a societal one as well. Listen in to learn more about: >> How behavioral science is used in the creation of products and services>> Ethical questions and challenges that arise in the behavioral science and behavior design fields>> The synergy between behavioral science and design>> The new edition of Stephen’s book, Designing for Behavior Change>> Stephen’s new tool, the Decide Framework>> Action versus outcome and defining the problem space Our Guest Dr. Wendel is a behavioral scientist who studies financial behavior and how digital products can help individuals manage their money more effectively. He serves as Head of Behavioral Science at Morningstar, where he leads a team of behavioral scientists and practitioners to conduct original research on saving and investment behavior. Stephen has authored three books on applied behavioral science (Designing for Behavior Change, Improving Employee Benefits, and Spiritual Design) and he founded the non-profit Action Design Network: educating the public on how to apply behavioral research to product development with monthly events in fifteen cities. He has two wonderful kids, who don’t care about behavioral science at all. Show Highlights [02:27] Stephen’s introduction to behavioral science and behavior design.[03:35] How Stephen helps others understand behavioral design and how to apply it.[04:42] Stephen’s book is a synthesis of what’s being done and the tools being used across the behavioral science and design communities.[05:47] Stephen discusses his writing process for Designing for Behavior Change.[06:17] A new section of the book offers real-world examples of behavioral science teams and work.[06:50] The book offers a guide for those wanting to enter the field.[06:56] Stephen talks about expanding the book’s ethics section.[07:49] Stephen built the Decide Framework for the book, synthesizing best practices from behavioral science teams around the world.[08:36] The way behavioral science ethics have evolved, and how Stephen approaches the ethical challenges inherent in the work.[09:56] A few real-world examples of abuses of behavioral science and behavior design.[10:50] Behavioral science can be manipulative.[12:27] Using behavioral science to better ourselves and to set the ethical tone in our work.[14:01] Stephen discusses purposefully writing about the ethical challenges in order to give them more visibility in the behavioral science field.[15:16] How Milton Glaser’s Road to Hell is applicable to behavioral science.[16:40] More about the Decide Framework and how to use it.[20:13] The importance of clearly defining the problem before beginning to look for solutions.[21:20] The difference between focusing on the action versus the outcome.[22:41] The need to explore all of the potential implications and consequences of what it is you want to accomplish.[24:55] How to use the companion workbook/toolkit for Designing for Behavior Change.[27:01] Stephen’s advice to higher education educators wanting to use this toolkit in the current health crisis.[30:02] Stephen talks about how the Decide Framework can help those who work in the fields of healthcare and public health.[32:15] Where to find out more about Stephen’s work.[33:33] Resources Stephen recommends for those wanting to learn more about behavioral science.[35:29] How thoughtful design and behavioral science complement one another. Links Behavioral Technology – get your copy of the workbook (it’s free!)Steve on Twitter Steven on LinkedIn Designing for Behavior Change: Applying Psychology and Behavioral Economics, by Stephen WendelAction Design Network Think Better with Steve Wendel Turning Intention to Action Milton Glaser Milton Glaser’s Road to Hell in 12 Steps Behavioral Economics Behavioral Design Hub Book Recommendations  Thinking, Fast and Slow, by Daniel Kahneman Good Habits, Bad Habits: The Science of Making Positive Changes That Stick, by Wendy Wood More Than Good Intentions: Improving the Ways the World's Poor Borrow, Save, Farm, Learn, and Stay Healthy, by Dean Karlan and Jacob Appel The Last Mile: Creating Social and Economic Value from Behavioral Insights, by Dilip Soman Seductive Interaction Design: Creating Playful, Fun, and Effective User Experiences by Stephen P. Anderson Other Design Thinking 101 Episodes You Might Like Design for Good + Gut Checks + Seeing Power with George Aye — DT101 E50 Behavioral Design X Service Design with Anne van Lieren — DT101 E40 Behavioral Science + Behavior Change Design + Social Impact with Dustin DiTommaso — DT101 E28 ________________ Thank you for listening to the show and looking at the show notes. Send your questions, suggestions, and guest ideas to Dawan and the Fluid Hive team. Cheers ~ Dawan Free Download — Design Driven Innovation: Avoid Innovation Traps with These 9 Steps Innovation Smart Start Webinar — Take your innovation projects from frantic to focused!

Amy Heymans is Mad*Pow’s Chief Experience Officer and one its foundersof. We talk about how the practice of design is evolving, the emerging role of behavior design, purpose-driven design, and making sure the problems designers are asked to solve connect to business outcomes. Show Host: Dawan Stanford Show Summary A love of art led Amy into a career as a designer. She started in web design during the dot-com bubble where she became passionate about user research, usability, and user experience. After the bubble burst, she began to freelance, working in partnership with a former colleague. One project led to another, and the two continued to work together until, eventually, they founded Mad*Pow, fueled by Amy’s vision of design being used to improve the human condition. Their passion for creating positive change transformed them into healthcare innovation pioneers. Since its inception, Mad*Pow has been at the forefront of helping businesses across multiple industries create human-centered and purpose-driven solutions using design thinking, strategic design, and behavioral change design. Amy offers listeners her insight into the way design is currently evolving, what the future of design will look like, and how behavior change design is an integral part of that evolution. Listen in to learn more about: >> The evolution of design thinking and purpose-driven design>> Innovation in healthcare>> How designers are shaping business model design>> The business environment necessary for long-term innovation success>> Behavior change design — what it is, and how it’s changing design Our Guest Amy believes that design can help improve the human condition. It was with that mission and vision that she founded Mad*Pow in 2000. Amy plays an essential role in Mad*Pow’s visualization of a changed healthcare system in the United States. Her work with companies like Aetna, CVS, McKesson, and Fidelity has helped them improve the experiences their patients and customers have with them, leverage design to drive change, and facilitate human-centric innovation. As the chief instigator behind Mad*Pow’sHealthcare Experience Design Conference—now in its fifth year and expanded and rebranded as HxRefactored—Amy has successfully connected and networked disparate parts of a challenging and siloed system. As a speaker, Amy shares her vision and methodology at influential events such as Design Management Institute, UXPA, IA Summit, Partners Center for Connected Health Symposium, Stanford MedicineX, Health 2.0, and HIMSS. With her partners Will Powley and Bradley Honeyman, Amy’s grown Mad*Pow’s presence, client base, and revenue, leading to Mad*Pow’s 2009 recognition as one of Inc. 500’s fastest growing privately held companies. Mass High Tech, which named her one of its 2009 Women to Watch, has recognized Amy’s passion, energy, and commitment, and she’s been acknowledged as one of Boston’s “40 Under 40” by the Boston Business Journal for 2014. She supports the vision and mission of An Orphan’s Dream, a nonprofit organization offering an oasis for AIDS-orphaned children in Gachoka, Kenya. Show Highlights [02:02] Amy’s love of art led her to a career in design.[03:19] Freelancing and co-founding Mad*Pow.[04:30] How design work has changed and evolved over the years.[04:55] Big brands can be thanked for putting design front and center.[06:04] Behavior change design is becoming more prominent in design now.[06:30] Purpose-driven design: finding the balance between what a business wants to achieve and what their customers or clients want to achieve.[07:16] The ways Amy approaches the topic of purpose-driven design with potential clients.[08:12] Banks are now recognizing the need for purpose-driven design in their industry.[09:53] The pre-pandemic state of health systems and behavioral design.[10:24] Health systems had begun moving towards value-based care.[11:40] There is no “silver bullet” tech innovation that will fix our healthcare systems.[12:55] Amy talks about the gaps between the wants and goals of health insurance companies, healthcare systems, and their patients.[13:20] Amy sees collaboration between groups of companies as the next frontier in healthcare innovation.[14:32] Focus of design has shifted to working directly with a business to tailor solutions.[15:13] How design is helping to innovate business models and strategies.[15:49] Business design is a blend of design thinking and business strategy.[17:24] The environment that’s needed in an organization for a project to succeed and thrive long-term.[19:48] Amy’s advice to business leaders considering working with a design firm.[20:10] The importance of understanding the problem space before jumping to a solution.[21:53] Why Amy believes the future of design is behavior change design.[23:23] How behavioral science and behavioral design is changing the field of design.[24:20] Designing today means using both creative right-brain and analytical left-brain.[26:56] The state of healthcare design during today’s COVID-19 crisis.[27:50] How digital health and home healthcare are evolving.[29:00] COVID-19 has shone a light on healthcare inequity and the social determinants of health.[30:26] Amy talks about her interest in the ethos-logos-pathos concept.[31:03] Amy recommends designers study philosophy, communication and speech-writing.[33:17] Information about Mad*Pow’s two conferences. Links Amy on MadPow Amy on LinkedIn Amy on Twitter Amy’s page on MassArt Transforming our Empathy into A Future of Connectedness Designing an Eco-system of Care, from Stanford MedicineX 2013 Our Calling: Improve Health, from HXRefactored 2015 Design for Change: Empathy as our Guide The Case for Purpose-Driven Design TEDx Talk by Amy Design for Change: Empathy and Purpose, HXR 2016 Purpose Driven Design Can Change The World Designing for Systemic Change Fireside Chat Design Museum interview with Amy Edison Profile of Amy (video) The Three Pillars of Persuasion: Ethos, Logos, Pathos Book Recommendation Conscious Capitalism: Liberating the Heroic Spirit of Business, by John Mackey and Rajendra Sisodia Other Design Thinking 101 Episodes You Might Like Designing for Healthcare vs Sick Care + The Emergency Design Collective — DT101 E52 Designing Health Systems + Creating Effective Design Workshops with Sean Molloy — DT101 E44 Nursing + Service Design + Healthcare Innovation with Brittany Merkle — DT101 E38 ________________ Thank you for listening to the show and looking at the show notes. Send your questions, suggestions, and guest ideas to Dawan and the Fluid Hive team. Cheers ~ Dawan Free Download — Design Driven Innovation: Avoid Innovation Traps with These 9 Steps Innovation Smart Start Webinar — Take your innovation projects from frantic to focused!

Nick Dawson is the co-organizer of the Emergency Design Collective. In today’s episode, we talk about healthcare innovation labs, how to think about opportunities in healthcare, healthcare versus sick care, and launching the EDC to support the COVID-19 response. Show Host: Dawan Stanford Show Summary Nick Dawson grew up with a father who worked in healthcare and hospitals. As he entered college, he was convinced that he absolutely didn’t want to work in the same field. But the technology used in the local hospital intrigued and interested him enough to accept an internship in the IT department there. While immersed in how hospitals work, Nick discovered his interest in complex systems and their challenges. His internship turned into a lifelong career that led him into design and innovation for healthcare. While working as a healthcare performance improvement consultant for a large healthcare conglomerate, Nick needed to travel frequently by air. During his business travel, he witnessed a failing airline’s poor treatment of its employees; this was the nascence of his interest in the idea of re-designing healthcare’s patient and staff experiences. He realized that experience is something people and organizations must always create with intention and thought, and something that must be centered on those who are living and working in the experience. Experience design, healthcare and the ability to wrestle with complexity drives his work. Examples include designing the Johns Hopkins Sibley Innovation Hub, and his recent co-founding of the Emergency Design Collective, which focuses on re-thinking how we approach healthcare, helping businesses and organizations design their work spaces to support the health and wellbeing of their employees, and on creating a “public health design” core curriculum. Listen in to learn more about: >> The challenges of designing for innovation in hospital environments>> Designing the Johns Hopkins Sibley Innovation Hub>> The unique collaborative aspects of clinical hospital teams>> Creating a flexible work environment and power dynamic in teams>> The “product” of healthcare>> How everything in our life is connected to, and has an influence on, our health>> The social determinants of health>> The Emergency Design Collective and its work>> Ways to rethink how we work and function in order to design for good health Our Guest Nick Dawson has been at the forefront of bringing design innovation to healthcare. He started and led the design innovation program at Johns Hopkins before joining Kaiser Permanente to lead innovation nationally. Nick chaired the Medicine X program in the Stanford school of Medicine until 2019 and worked with the Obama White House to bring patient-centered design to policy making and healthcare priorities. In April 2020, Nick left KP to co-found the Emergency Design Collective — a group of doctors, designers and public health experts using design to respond to urgent public health crises. Show Highlights [03:00] Nick’s start in healthcare and design.[04:19] Nick discovers his interest in complex systems problems.[04:28] How a hospital is like a miniature city.[05:23] Nick’s witnessing of an airline’s financial failure leads to a revelation about experience.[09:00] Learning from and listening to patients about what they need and want from their healthcare.[10:57] Why it can be challenging to innovate in healthcare.[11:29] Why healthcare is a risk-averse industry.[12:05] Nick’s focus on re-centering the work from the hospital to the communities, patients, and staff it serves.[12:51] Advice for overcoming people’s resistance to change.[13:31] The dilemma of how to help people embrace change and innovation instead of resisting it.[15:00] How hospital staff reacted to the launching of the Johns Hopkins Sibley Innovation Hub.[17:15] Nick talks about building the Sibley Innovation Hub team and working to create a welcoming space.[18:27] The unique characteristics of teams and teamwork in the clinical hospital environment versus the management side of healthcare.[19:39] How Nick disseminated power among his team members.[21:59] Nick’s thoughts on the “product” of healthcare.[22:50] The concept of a social needs emergency room existing upstream of clinical emergency rooms.[23:05] The interconnectedness of every part of our life with our health.[23:20] The social determinants of health.[24:18] What it means to design “upstream” of healthcare.[27:23] Some opportunities for people who want to act and serve not just in response to the current COVID-19 crisis, but also in the future as systems begin to change.[28:07] The Emergency Design Collective and the “new normal.”[28:27] Nick’s thought on education and how it might change.[29:15] What might happen if every corporation started to think of itself as an H corp and prioritizing health?[29:30] How the current global pandemic is potentially re-shaping the way we think about health.[31:15] Ways the EDC supports purposeful business and space design with a focus on good health and wellbeing.[33:40] Resources Nick recommends on design, innovation, and healthcare. Links Nick on LinkedIn Nick on Twitter Emergency Design Collective Nick's Website Innovation as a requirement for success in healthcare An Everyone Included Design Story TEDMED Interview with Nick from 2014 Ward Infinity Book Recommendations The Experience Economy, by B. Joseph Pine and James H. Gilmore The Cluetrain Manifesto, by Rick Levine, Christopher Locke, Doc Searls, David Weinberger, and Jake McKee Org Design for Design Orgs, by Peter Merholz and Kristin Skinner 101 Design Methods: A Structured Approach for Driving Innovation in Your Organization, by Vijay Kumar Other Design Thinking 101 Episodes You Might Like Adding System Awareness to System Design to Your Innovation Stack with Julie Guinn — DT101 E43 Designing Health Systems + Creating Effective Design Workshops with Sean Molloy — DT101 E44 A Designer’s Journey into Designing for Health and Healthcare with Lorna Ross — DT101 E45 ________________ Thank you for listening to the show and looking at the show notes. Send your questions, suggestions, and guest ideas to Dawan and the Fluid Hive team. Cheers ~ Dawan Free Download — Design Driven Innovation: Avoid Innovation Traps with These 9 Steps Innovation Smart Start Webinar — Take your innovation projects from frantic to focused!

Today’s guest is Holly O'Driscoll, the founder and CEO of Ampersand Innovation, a boutique consultancy focusing on bringing more human-centered design, innovation, strategy, and leadership development to the world. During the conversation, you'll learn about intersections between innovation and leadership, designing and facilitating innovation teams, and insights into shaping organizational innovation. Host:  Dawan Stanford. Show Summary Holly believes her journey into design began when she was kicked out of kindergarten after only two weeks (only to be promoted to first grade) for her precocious behavior. Later, in middle school, she started her own business, renting out pens and pencils to her fellow classmates. She’s continued pushing boundaries, asking difficult questions, and challenging assumptions. Her undergraduate degree was in Chemistry, with her future plans aimed at going to medical school, but a chance interview with Proctor & Gamble on her college campus changed her career trajectory. She ended up getting an MBA and working at P&G for 22 years, traveling all around the world servicing plants, before moving into the corporate design organization in the company, which was still in its early stages. Holly’s introduction to design thinking would also come during her time at P&G, when she returned to work after maternity leave – and it changed her life. After that first training, Holly entered a rigorous design thinking training program co-developed by Stanford d.school. She would eventually take over P&G’s North American design thinking role, and two years later, she became the head of the company’s Global design thinking. In 2018, Holly left P&G to start her own consultancy after numerous requests from business colleagues asking her to come and do the same team training and work she was doing for P&G. Now, she’s in the process of finding ways to transition her work into the virtual space while still maintaining the same thoughtful, meaningful experience that comes from an in-person event. Listen in to learn more about: >> The intersection between innovation and leadership>> How our “on demand” culture can create challenges when it comes to time expectations and design thinking>> Our society’s obsession with perfection and getting things right>> The two things Holly believes prevents innovation teams from achieving their goals>> How learning design thinking is like learning a new language>> The importance of the right mindset in an organization wanting to use design thinking>> The HIPPO concept>> What Holly considers when building teams>> The facilitation exercise Holly uses to build rapport and connection in a team>> When an organization really needs someone outside the org to facilitate a team  Our Guest Holly O’Driscoll is an industry expert in the field of Design Thinking and human centered innovation. Throughout her 20+ year career, Holly has built a reputation as a master human centered innovation strategist, trainer and facilitator having led programs in more than 20 countries. She is the former Global Design Thinking Leader at Procter & Gamble, where she led more than 250 workshops, often at the request of C-suite executives. She is the founder and CEO of Ampersand Innovation, LLC; a Design Thinking and human centered innovation strategy consultancy. Show Highlights [02:20] Holly’s very early start into pushing boundaries and challenging assumptions.[05:05] The chance interview with Proctor & Gamble during college that changed Holly’s career plans.[07:43] Her introduction to design thinking.[09:00] Holly’s transition from P&G to starting her own consultancy and teaching at Rutgers.[11:50] The early challenges Holly faced while facilitating design thinking[13:00] Holly talks about some of today’s challenges for design thinking because of the “on demand” business culture.[14:50] Making design thinking part of a business’s everyday mindset.[17:37] Holly’s advice for building and leading a strong team.[19:04] The two things that can keep an innovation team from being able to solve tough problems.[20:50] How learning design thinking is a little like learning a language.[21:55] The importance of leaders providing opportunities, support, and space for people to practice their design thinking skills.[25:46] Holly talks about how mindset is a key to successful, sustainable design thinking in an organization.[28:00] Choosing curiosity and the sense of being on a learning journey over being right.[30:18] The HIPPO concept and how it can affect a team.[31:09] Key leadership qualities needed to create a safe space for innovators.[31:31] The correlation between inter-team relationships, social capital, and a team’s success.[32:49] The importance of thinking about mindset and social capital when building a team.[33:01] The things Holly considers when assembling a team.[34:00] Holly’s facilitation exercise at the first meeting of any team that helps teams build personal connections and relationships.[37:03] The signs and signals of a team that has started to come together.[40:02] Books and resources Holly recommends. Links Holly on Twitter Holly on LinkedIn Holly on Design Thinking Ireland Holly on Rutgers University’s Center for Innovation Education Interview with Holly on Irish Tech News Podcast Interview with Holly on TechCentral.ie Book Recommendations  Why Design Thinking is Good Business Thinking, by Holly O’Driscoll The Future of Making, by Tom Wujec, editor Design Thinking at Work: How Innovative Organizations are Embracing Design, by David Dunne Innovation by Design: How Any Organization Can Leverage Design Thinking to Produce Change, Drive New Ideas, and Deliver Meaningful Solutions, by Thomas Lockwood and Edgar Papke Mindset: The New Psychology of Success, by Carol S. Dweck Decisive: How to Make Better Choices in Life and Work, by Chip Heath and Dan Heath The Power of Moments: Why Certain Experiences Have Extraordinary Impact, by Chip Heath and Dan Heath Beyond Measure: The Big Impact of Small Changes, by Margaret Heffernan Originals: How Non-Conformists Move The World, by Adam Grant The End of Average: Unlocking Our Potential by Embracing What Makes Us Different, by Todd RoseTED Speaker Margaret Heffernan Other Design Thinking 101 Episodes You Might Like Leading a Design Thinking Consultancy, Betting Small to Win Big, and Driving Business Growth with Design Thinking with Natalie Foley — DT101 E5 From Branding to Design + Teaching Design Teams + Leading Summer of Design with Karen Hold — DT101E13 Building Design Capacity + Measuring Design Value + Designing Studios with Doug Powell — DT101 E16 ________________ Thank you for listening to the show and looking at the show notes. Send your questions, suggestions, and guest ideas to Dawan and the Fluid Hive team. Cheers ~ Dawan Free Download — Design Driven Innovation: Avoid Innovation Traps with These 9 Steps Innovation Smart Start Webinar — Take your innovation projects from frantic to focused!

Today’s guest is George Aye, the co-founder of Greater Good Studio and an Adjunct Full Professor at The School of the Art Institute of Chicago. We talk about creating a design studio driven by social impact, how to make facing the hard, ethical questions part of how a team functions, and what it means to design and lead with a deep awareness of power and its absence. Dawan Stanford, is your podcast host. Show Summary George’s path to design began in England, where he studied mechanical engineering at university before being fortunate enough to be given the opportunity to work with IDEO in their Chicago office. It meant packing up and moving overseas. For George, his time with IDEO was pivotal, both to his understanding of what design was, but also for what it felt like to work as part of a world-class team. During his time at IDEO, George was already noticing questions about the work, why we do it, and why certain projects — those with a clear social mission — engendered very different feelings in him than those without that mission. He wondered how he might focus this work on the social mission projects. Seven years on, he would leave IDEO to work at the Chicago Transit Authority, where he designed a bus and researched bus ridership. When the political environment shifted and he was let go from the CTA, George started teaching at the Art Institute of Chicago. It was here that his idea for a design studio focused solely on the social sector began to take shape. Since co-founding Greater Good Studio, George has continued to ask the hard questions, and encourages his team and his students to do the same. George talks about why these questions are important, the dynamics of power and how it can offer insight into people’s motivations and behaviors, and how to incorporate these discussions into the daily functioning of your design team.  Listen in to learn: >> Some of the ethical questions George and his team tackle when approaching a potential project with a client>> Why it’s a good thing to always be asking “What are we doing, and why?”>> How questioning assumptions is essential for good decision-making>> The importance of creating a “psychologically safe” workplace>> George’s thoughts about power and understanding how it shapes behavior and outcomes>> Ways to bring learned expertise and lived experience together in teaching design>> Why the idea of “saving people” is problematic Our Guest George co-founded Greater Good Studio with the belief that design can help advance equity. Previously, he spent seven years at global innovation firm IDEO before being hired as the first human-centered designer at the Chicago Transit Authority. Since founding Greater Good, he has worked across complex social issues such as criminal justice, civic engagement, public education, public health and youth development. He speaks frequently across the US and internationally. George holds the position of Adjunct Full Professor at The School of the Art Institute of Chicago. Show Highlights [02:16] George talks about how he got into design via engineering.[02:54] His move from London to Chicago to work at IDEO.[03:38] George discovers a preference for projects with a clear social mission and impact.[04:50] Leaving IDEO to work for the Chicago Transit Authority.[05:13] George realizes he wanted to work at a place with a clearly stated public mission, something larger than himself.[05:52] How George got into teaching.[06:13] The ideas that drove the founding of Greater Good Studio.[07:37] Greater Good’s commitment to designing for the social sector.[07:55] George talks about Greater Good’s project vetting process and determining whether they have the right to do a project or not.[10:08] George recounts a time he and his team wrestled with whether they had a right to take on a project, and the process the team goes through during those discussions.[11:35] The ways the team interrogates a project, and how they share power.[13:14] The ethical questions George had around a project for automated vehicles.[14:27] Rigorous questioning as a normal part of Greater Good’s process.[16:37] How George handles onboarding someone new to the team and Greater Good.[18:57] Breaking through ingrained assumptions and making constant efforts to create a workplace of psychological safety.[20:20] The idea of “hosting” with regards to a team member’s career.[21:40] The impact of endings, and how they can color your entire experience.[24:44] George talks about power and powerlessness, and continuing to learn what they mean to him and how they affect the work.[26:16] Using power as a lens through which to view the world, to better understand how people operate.[27:46] The desire to understand behavior is a core component of the work Greater Good does.[28:04] Power as a framework to understand motivations and diagnose behaviors.[28:47] George gives an example from his time at CTA of viewing a situation through a power lens.[32:25] The devaluation of lived experience when compared to learned expertise.[35:30] How George is changing the way he teaches and works with students.[38:04] Teaching students the problems associated with the idea surrounding “saving” people.[38:46] Ways in which George guides students in choosing their design projects.[40:00] Examples of the interesting projects George’s students have done.[41:50] Some of the difficulties surrounding charity, altruism, and lasting social change.[45:47] The dangers of neocolonialism in design.[47:37] Books and resources George recommends.[51:07] Where to find out more about George and Greater Good Studio. Links George on Twitter George on LinkedIn George at SAIC Greater Good Studio Greater Good Studio on Medium The Gut Check, by Sara Cantor Aye The Reductive Seduction of Other People’s Problems by Courtney Martin The Perils of Using Technology to Solve Other People's Problems by Ethan Zuckerman Articles by George: Why designers write on the walls (and why you should, too) Design Education’s Big Gap: Understanding the Role of Power It’s Time to Define What “Good” Means in Our Industry Book Recommendations White Fragility by Robin DiAngelo Dare to Lead by Brené Brown Other Design Thinking 101 Episodes You Might Like Leading a Design Thinking Consultancy, Betting Small to Win Big, and Driving Business Growth with Design Thinking with Natalie Foley — DT101 E5 Design for America: Students + Design Thinking + Community Impact, Part 1 — DT101 E36 Design for America: Founding + Present + Future, Part 2 — DT101 E37 ________________ Thank you for listening to the show and looking at the show notes. Send your questions, suggestions, and guest ideas to Dawan and the Fluid Hive team. Cheers ~ Dawan Free Download — Design Driven Innovation: Avoid Innovation Traps with These 9 Steps Innovation Smart Start Webinar — Take your innovation projects from frantic to focused!

David and Mary Sherwin work with design teams in for-profit and nonprofit organizations via their consulting business, Ask The Sherwins, LLC. They’re also professors at the Pacific College of Art in the Design and Collaboration Program. In this episode, we go deep into designing teams, consider more effective ways to teach design and teams, and ways to make teams work when working remotely with Dawan Stanford, your podcast host. Show Summary David's background is in engineering and liberal arts. He graduated with an English degree, but had a side hustle doing graphic design. That’s where he discovered an interest in design. Much of his early design learning and education was accomplished by apprenticing at various design studios Then, he shifted into product and service design, and he worked in product development for some large software organizations.  Mary started in organizational development and content strategy, and then moved into teaching within the design discipline. Much of Mary's experience had been working with designers. Most of David's experience was from a designer's standpoint, working with people like Mary. Mary and David realized that the work they were doing on their respective paths had a lot of synergy and that they each held half of the solution. They started teaching together seven years ago. Three years after that, they founded their company after students in a special graduate-level teamwork class told them they should start their own business, because this was something companies wanted their employees to learn.  Since starting  Ask The Sherwins, Mary and David have discovered and developed the nuances of developing strong, well-functioning teams. From facilitating your new team at the start of the design process, to what to do when your team feels like it's falling apart, to working through cultural differences, Mary and David have robust processes for all of these team challenges. They discuss their management style, team-building exercises, and team maintenance practices on team design. Listen in to learn >> Why Mary and David’s ability to “professionally disagree” gives them an advantage when working with design clients>> Why their two different career paths gives two different perspectives on the design process>> About cultural biases, assumptions, and their role in design solutions>> Why Mary and David encourage students and professors to teach and learn from each other>> Advice on how to start your team>> Mary and David’s team facilitation process during their first meeting>> Team word tools to use when the team situation gets difficult>> When you should use behavioral questioning Our Guests David and Mary Sherwin are co-founders of Ask The Sherwins, LLC, a consulting and training firm that helps design organizations develop the capabilities they need for better product design and stronger cross-functional teamwork. They have recently coached product and service design teams and provided training around innovation best practices for organizations such as Philips Oral Healthcare, Tipping Point Community, The Purpose Project, Google UX Community and Culture, and Eventbrite. The Sherwins are also active in the design education space. They lead workshops in the Copenhagen Institute of Interaction Design’s Summer School and currently teach in the MFA in Collaborative Design program at PNCA. In their spare time, David and Mary have collaborated on three books, including their most recent, Turning People Into Teams. Show Highlights  [02:15] Mary and David talk about their origin story and how they arrived where they are now in design. [04:26] How Mary’s experience in teaching played out in her design experience.[07:48] Components of a team from Mary and David’s perspective. [10:08] Prototyping for norms, teams and individual thinking.[11:08] Advice for starting a team off well.[11:46] The importance of having team members discuss their values and the behaviors they want to see in the team.[12:50] The Why’s and How’s of the  Team Words card deck created by Mary and David.[16:55] How talking through values and behaviors at the beginning helps teams save time and deal with challenges and misunderstandings.[19:43] Ways a team’s “status quo”  can create invisible walls and obstacles for new team members. [22: 35] What to do when everything that can go wrong with a team has gone wrong.[24:49] Habits to bring to your team to encourage connection and mutual support.[27:39] Why you should have a clear “etiquette” for your team.[28:53] How their consulting work influences what they teach.[30:38] Lessons they teach students when they deliberately break up a team.[33:56] Advice from Mary and David on how and who to hire or choose for a team. [35:35] When a design challenge as part of the interview process can be helpful.[36:18] The two go-to “silver bullet” questions Mary likes — one for the interviewer and the interviewee.[40:57] A look at how David and Mary “ride along” on a project, and how they tailor their coaching strategy to the client.[43:18] Ways of working with remote team members and teams.[46:34] Technology, remote work, and working within human time limitations.[50:00] Advice to teams on how to make improvements and changes.[52:03] Mary and David talk about books they’ve read, their own books, and their ephemeral advice column. Links Ask the Sherwins, LLC Contact Mary and David Teamwords: The Working Deck Books by David and Mary Sherwin: Turning People into Teams Creative Workshops Success by Design Book Recommendation The Culture Map: Breaking Through the Invisible Boundaries of Global Business, by Erin Meyer Other Design Thinking 101 Episodes You Might Like Humble Design Leadership + Design Agency and Experience Design Evolution with Aleksandra Melnikova — DT101 E33The Evolution of Teaching and Learning Design with Bruce Hanington — DT101 E39 ________________ Thank you for listening to the show and looking at the show notes. Send your questions, suggestions, and guest ideas to Dawan and the Fluid Hive team. Cheers ~ Dawan Free Download — Design Driven Innovation: Avoid Innovation Traps with These 9 Steps Innovation Smart Start Webinar — Take your innovation projects from frantic to focused!

Steve Portigal is the Principal of Portigal Consulting and an experienced user researcher who helps companies harness the strategic power of insights. He is the author of Interviewing Users: How to Uncover Compelling Insights. He also wrote Doorbells, Danger, and Dead Batteries: User Research War Stories. We talk about interviewing people, customer research, and storytelling with Dawan Stanford, your podcast host. Show Summary Steve started out in Human Computer Interaction (HCI), in the days before the World Wide Web and before the formal idea of user experience (UX) existed. He had a brief exposure to design as a profession through an article about industrial product design, and to the idea of bringing together people from many different disciplines to collaborate and create solutions to problems via another article about a project trying to determine how best to find a way to demarcate dangerous locations, like nuclear waste sites. These ideas planted seeds leading to his interest in design. Steve graduated with his Masters in HCI, had a summer internship in Silicon Valley, and eventually found a job in an industrial design consultancy to work on what was essentially proto-UX design with their software. At the same time, this company was exploring ideas surrounding ethnographic research and the idea of uncovering product opportunities, and Steve managed to apprentice himself with the team, where he learned about organizing and finding connections within data. He also had the opportunity to develop his initial interviewing skills, which he continued to hone as he started his own consultancy focused on user research. Steve was one of the first people in the early 90’s to develop design processes for user experience and research. We talk about Steve’s excitement for and interest in spending more time with stakeholders within a client’s organization. He has learned why a stakeholder’s perspective is essential in relation to the success of a project. He talks about creating “learning-ready” moments, how he helps people have these moments, and how learning and sharing the journey of learning affect learning retention. Listen in to learn: >> How Steve and others developed the design processes in the early stages of user experience and research >> How Steve’s skills, interests, and the work he does for his clients has evolved over the years>> When Steve knows he’s found a great client>> Why he believes that learning together is when change can happen>> Why understanding stakeholders gives better results with clients>> Being able to embrace realistic expectations of what you can accomplish  Our Guest Steve Portigal is an experienced user researcher who helps companies to think and act strategically when innovating with user insights. Based in the San Francisco Bay Area, he is principal of Portigal Consulting and the author of two books: the classic Interviewing Users: How To Uncover Compelling Insights and, Doorbells, Danger, and Dead Batteries: User Research War Stories. He's also the host of the Dollars to Donuts podcast, where he interviews people who lead user research in their organizations. Steve is an accomplished presenter who speaks about culture, innovation, and design at companies and conferences across the globe. Show Highlights  [02:09] Steve talks about his origin story and his introduction to the ideas of design and user experience. [06:15] Steve’s first job at an industrial design consultancy.[08:15] Steve’s apprenticeship with the team exploring a nascent practice in what was basically user experience. [09:58] Many companies were exploring and experimenting with these new ideas around user research in the 90s, and how that led to the development of best practices and processes around the work.[13:05] Steve’s litmus test for a new client.[13:37] How Steve’s role and work started to shift and change.[15:40] The way in which Steve sets up expectations with new clients and spending time with the stakeholders in a client’s organization.[16:20] The value in spending as much time with stakeholders as with users to gain a deep understanding of their motivations and perceptions.[19:03] Repetitive patterns and questions Steve sees with clients.[22:28] Using storytelling to help explain concepts and share information, and to help move clients through shared experiences and discussions.[24:04] Separating the value of the research from any action that may take place.[28:15] The importance of the “Why” of user research.[30:39] How Steve’s practice has evolved and the scope of his work today, now that many companies have in-house user research and design teams.[35:05] Steve’s specialized “master classes” for design teams.[38:52] What Steve wishes everyone knew about user research and what you can do with it, both personally and organizationally.[41:24] Steve’s reflections on a few of his learning experiences.[44:55] His experience with one of the experts he used in his consulting work.[48:35] What Steve might add to a new book about interviewing users and UX, should he decide to write one.[54:00] Where you can find out more about Steve and his work. Links Portigal Consulting Steve Portigal on LinkedIn Steve Portigal on Medium Steve Portigal on Twitter Find Out More About Steve’s Books Dollars to Donuts Episode 30: Laith Ulaby of Udemy Dollars to Donuts Episode 27: Colin MacArthur of the Canadian Digital Service       Other Design Thinking 101 Episodes You Might Like Problem Spaces, Understanding How People Think, and Practical Empathy with Indi Young — DT101 E6 Public Sector Design + Outcome Chains + Prototyping for Impact with Boris Divjak — DT101 E26 The Evolution of Teaching and Learning Design with Bruce Hanington — DT101 E39 ________________ Thank you for listening to the show and looking at the show notes. Send your questions, suggestions, and guest ideas to Dawan and the Fluid Hive team. Cheers ~ Dawan Free Download — Design Driven Innovation: Avoid Innovation Traps with These 9 Steps Innovation Smart Start Webinar — Take your innovation projects from frantic to focused!

Tracey Williams, a Service Design Director for Absa Bank in South Africa, discusses learning service design on the job, growing design skills on her team, and building organizational service design standards with Dawan Stanford, your podcast host. Show Summary Tracey’s career didn’t begin in design; she started in financial services, and went through a graduate program focused on business targets and goals. She’d always had an interest in problem-solving, and while working at Absa, she got involved in numerous projects that she found new and exciting outside of her specific role. She had studied marketing, and found that much of the old-school marketing thinking aligned with some of the thinking in design spaces. She submitted an idea to a social entrepreneurship course and was accepted. Tracey then proceeded to learn service design and design thinking as she led her team through development of the idea. Her biggest challenge during the project was using the tools of design, which were still new to her; she had to learn through doing, and through failure and then trying again. She learned that design is about looking at a problem from a different perspective. Tracey hosted the first Absa Women Forum at the Wentworth Angels headquarters to celebrate the role of single mothers and women. Listen in to learn: >> How Tracey developed her design skills>> What service design skills she has learned on her job>> Why she was called a design “Padawan”>> Who Tracey is bringing onto her team for service design>> How Tracey is developing new designers at Absa>> What she wishes more people understood about her work>> How she protects her work from being devoured by the larger system >> Books Tracey used to learn service design on the job Our Guest Tracey is a designer with seven years of experience in financial services. She is currently a Service Design Director for the Absa Bank Design Office, where she has played a key role in establishing and demonstrating the value of Service Design. Her teams have worked across different areas of the business and engaged with several stakeholders along the way, including those in Relationship Banking, Business Banking, Card, and most recently, Home Loans. She enjoys working with cross-functional teams to solve complex, wicked problems with solutions that address both customers' needs and meet the business objectives. Beyond the delivery of design work, she has a passion for developing young talent and worked with a colleague to start the first design graduate program at the bank focused on transforming and growing its future design leaders. Show Highlights  [02:33] How Tracey became involved in banking projects early on in her career.[03:43] Tracey’s experiences in a social entrepreneurship course.[06:24] Tracey talks about her early challenges in working with service design.[10:30] Tracey talks about a design graduate program she co-founded with a colleague.[12:30] Her leadership team’s work to create a skills matrix for designers.[14:21] How Tracey is developing new designers to fit the strategic objectives of the bank. [16:20] Her work to create solid service design standards for the bank.[19:10] What she wishes others understood about service design.[20:39] The concept of “go slow to go fast” and making sure pacing is comfortable and sustainable.[23:13] How Tracey is able to prevent her project being devoured by the larger system. [25:46] The short term and long term views and value of service design.[30:09] How Tracey is working  to better tell service design success stories to other staff at the bank, and also to the bank’s customers.[32:25] Ways other banks can use service design.[36:27] Maintaining quality within a larger team and keeping up with service design standards.[42:29] Books and resources that have helped Tracey during her journey. Links Tracey on LinkedIn Absa Bank SDN Conference 2019 Book Recommendations Predictably Irrational: The Hidden Forces That Shape Our Decisions, by Dan Ariely Thinking, Fast and Slow, by Daniel Kahneman Predictably Irrational: The Hidden Forces That Shape Our Decisions, by Dan Ariely Lean Startup: How Today’s Entrepreneurs Use Continuous Innovation to Create Radically Successful Businesses, by Eric Ries Everything is F*cked: A Book About Hope, by Mark Manson Other Design Thinking 101 Episodes You Might Like  A Design Thinking Practitioner’s Shift into Higher Education and the Potential for Design Thinking in Higher Education with Fred Leichter — DT101 E4Public Sector Design + Outcome Chains + Prototyping for Impact with Boris Divjak — DT101 E26 The Evolution of Teaching and Learning Design with Bruce Hanington — DT101 E39 ________________ Thank you for listening to the show and looking at the show notes. Send your questions, suggestions, and guest ideas to Dawan and the Fluid Hive team. Cheers ~ Dawan Free Download — Design Driven Innovation: Avoid Innovation Traps with These 9 Steps Innovation Smart Start Webinar — Take your innovation projects from frantic to focused!

Carlye Lauff is an independent contractor specializing in innovation strategy and design research. We’ll talk about her path into design and how she obtained her Ph.D. in Design Theory and Methodology, and then hear about her global work with organization innovation using human-centered design. Carlye talks about prototyping barriers, how to overcome these barriers, and her tool, Prototyping Canvas, with Dawan Stanford, your podcast host. Show Summary Carlye was exposed to the power of human-centered design thinking with her coursework during her undergrad at Penn State University. One project brought her to Kenya, where she was on a team initiating a telemed health initiative. Through this project, she saw the power of applying design thinking to a real-world problem. As a result, she pursued her Master’s and Ph.D. around design thinking — including founding the Design for America studio at Colorado University Boulder campus — with an emphasis on prototyping, and helping companies and organizations find ways to prototype more effectively. She has continued to work on design thinking-based projects around the world. She is currently consulting in the U.S. in the field of innovation strategy, partnering with organizations and training their teams in the use of design thinking and human-centered design. She also works with teams to co-create solutions to actual projects and challenges in their organizations, including leading a project with the Robert Wood Johnson Foundation to help children enhance their social-emotional learning.  Learn how Carlye teaches and trains professionals to make human-centric products, the challenges organizations and people have when prototyping, how to use analogies and case study examples, and how Carlye creates lasting organizational change long after her work with the company is done. Listen in to learn: >> How Carlye co-created an educational children’s toy at Robert Wood Johnson to help preschoolers identify their emotions>> Her experience with prototyping and how she overcame obstacles with prototyping>> The two strategies Carlye finds helpful when explaining prototyping>> Methods you can use for low-fidelity early prototyping>> How Carlye worked with the International Design Center in Singapore, focused on helping companies create lasting organizational change>> Two research-validated design tools Carlye collaborated on>> Carlye’s recipe for how to create great design >> Why she takes failure out of her language and replaces it with iterating and evolving Our Guest’s Bio Carlye is an innovation strategist, design researcher, and enthusiastic instructor who blends human-centered design practice with systems thinking approaches. She has helped more than 25 global organizations re-think their design processes and strategies, ranging from Fortune 500 companies to government agencies to universities. Carlye is an independent consultant that empowers people and organizations to innovate using human-centered design methods and strategies. During 2018-2019, Carlye served as a Design Innovation Fellow at the SUTD-MIT International Design Centre (IDC) in Singapore, where she trained companies in design innovation strategies, led an in-depth consulting project for the Land Transport Authority, and researched design methods like the Prototyping Canvas. Carlye received her Ph.D. and M.S. in Mechanical Engineering from the University of Colorado Boulder, where she was a National Science Foundation Graduate Research Fellow, and her B.S. in Mechanical Engineering from Pennsylvania State University. Carlye’s research is within the field of Design Theory and Methodology, and she develops tools and methods to support designers and engineers. Carlye also founded the Design for America studio at CU Boulder in 2015 as a way to give students experiences working on interdisciplinary teams applying human-centered design to solve real problems in the community. Show Highlights  [02:05] Carlye’s origin story and how she came into design as a career.[04:08] Her current work in the field of innovation strategy.[05:23] Her experience with Robert Wood Johnson co-creating a children’s learning project. [07:44] The challenges of prototyping.[10:10] Two strategies she uses to explain prototyping: analogies and case studies.[12:48] Examples and applications Carlye uses when explaining prototyping.[14:40] Hands-on activities Carlye uses to help people get a feel for prototyping: games, storyboarding, and roleplaying. [19:10] Her work in Singapore with the SUTD-MIT International Design Center and its Design Innovation Team.[21:05] Carlye checks in with the leadership of organizations to find out how they will support and continue her work when she is finished with her workshop or consulting.[22:18] Carlye talks more about the innovation hubs she worked with in Australia and Singapore.[25:50] Her excitement about design methods, and two research-validated design tools she has collaborated on.[26:26] The Prototyping Canvas.[28:20] The Design Innovation with Additive Manufacturing (DIwAM) methodology.[29:21] Carlye’s recipe for designing well - Wizard of Oz prototyping + Think Aloud testing + Affinity Clustering. [32:24] The benefits of Beginner’s Mindset.[36:14] Learning, growing, and iterating is the backbone of productivity in work.[39:30] The importance of Growth Mindset and space for reflection.[39:45] Learning is enhanced when you give learning the time and space to be reflective.[40:35] Design resources and references Carlye has used.[45:25:] Where to learn more about Carlye and her work. Links Carlye Lauff on the Web Contact Carlye Lauff Carlye Lauff on LinkedIn Carlye Lauff on Medium You Want to Learn Prototyping, First Bake a Cake by Carlye Lauff Prototyping Canvas: Design Tool for Planning Purposeful Prototypes by Carlye Lauff, Kristin Lee Wood, and Jessica Menold Design Innovation with Additive Manufacturing: A Methodology by K. Blake Perez, Carlye A. Lauff, Bradley A. Camburn, and Kristin L. Wood Robert Wood Johnson Foundation Desklight Learning Mockups: a fast-paced game for people who build to think theDesignExchange Design Innovation Luma Institute and Luma Workplace A Taxonomy of Innovation: 36 human-centered design methodsIDEO’s Design Kit Loft Other Design Thinking 101 Episodes You Might Like Public Sector Design + Outcome Chains + Prototyping for Impact with Boris Divjak — DT101 E26 The Evolution of Teaching and Learning Design with Bruce Hanington — DT101 E39 ________________ Thank you for listening to the show and looking at the show notes. Send your questions, suggestions, and guest ideas to Dawan and the Fluid Hive team. Cheers ~ Dawan Free Download — Design Driven Innovation: Avoid Innovation Traps with These 9 Steps Innovation Smart Start Webinar — Take your innovation projects from frantic to focused!

Lorna Ross, the Chief Innovation Officer at VHI Health and Well-Being, discusses her career and work at DARPA, Motorola, MIT Media Lab, the Rhode Island School of Design, Mayo Clinic, and Accenture. You’ll learn about how her stellar design career unfolded, ways to get into designing for health, and system design in healthcare. Show Host: Dawan Stanford. Show Summary Lorna grew up in Dublin, Ireland, and attended the National College of Art and Design in Dublin, where she studied textiles and fashion design, with the intention to have a career in the clothing industry. In the course of continuing her career in fashion, she approached her local bank for a loan and was told the bank didn’t give loans to designers. Realizing that she had few business skills, she returned to school, this time in London, where she entered an industrial design program with a focus on computers and technology. She had her first foray into wearable tech with a project where she designed a glove that was also a phone. As she was finishing up her degree, Lorna was picked up by a research lab in Palo Alto led by Paul Allen, who eventually became a co-founder of Microsoft. This first job set the benchmark for the quality of the work environments she has looked for during her entire career. At her first wearable tech conference in the early 1990s, Lorna was introduced to DARPA (Defense Advanced Research Projects Agency) via a presentation by Dick Urban. Their work felt like science fiction to her and seemed radical and experimental, and she found it fascinating. At that same conference, Lorna gave a presentation and afterwards, was immediately offered a job at DARPA, which she accepted. Lorna worked with many of the big names in military manufacturing, where she reviewed programs, critiquing them from a user perspective. After DARPA, she took a break before continuing her design work and her work in wearable tech at Motorola. She moved on to MIT Media Lab a couple of years later. By this time, Lorna had been working in wearables for ten years, and was wanting a new challenge. By chance, she attended a meeting about the healthcare crisis, and a light bulb went off and she knew she wanted to turn her focus and work to healthcare. Her attempts to push for innovation in healthcare led to her being asked to run the design studio at the Mayo Clinic. She has been a driving force of healthcare innovation for more than two decades now. Learn how Lorna has been at the forefront of creating healthcare design and reforming the healthcare industry, and her predictions on opportunities for designers in healthcare. Find out why she believes that medicine will change before the healthcare system changes, her take on virtual healthcare and the need for immediate healthcare, and her thoughts on the melding of AI and human healthcare. Listen in to learn: >> How Lorna landed her first job in design at DARPA>> Lorna’s view on why user-centric is one of the most important facets of design>> What Lorna found out about the unpredictability of people’s behaviors>> How she fell into her job at Motorola and why she left>> Julian Vincent and his role as Lorna’s mentor at Media Lab>> How Lorna became the “Florence Nightingale” of healthcare design>> The future of AI and what role Lorna thinks machines will play in healthcare>> Why our healthcare system needs to be more meticulous about, and value, documentation in the healthcare system>> The role of system design in our healthcare system today Our Guest Lorna Ross has thirty years of professional experience working on strategic design research activity, particularly in innovation lab environments. Over the past two decades, she's held creative leadership positions in five innovation groups that span a range of industry sectors from technology to healthcare. Her career has thrived at the intersection of design, science, technology, and industry, and she's an expert in planning, managing, and executing speculative research activity. She's effective at building and managing creative teams within corporate and institutional cultures, with an in-depth knowledge of experience, service, and systems design methodology. She enjoys international recognition as a subject expert in this arena. Lorna has worked in both industry and academic environments and is proficient in the cultures, language, protocol, and conventions of both. Show Highlights  [02:21] Lorna talks about her pathway to a career in design.[06:18] Her journey from fashion design to working with Paul Allen.[07:58] Lorna tells the story of the first wearable tech conference she attended in the early 90’s.[09:45] How Lorna secured a job with Dick Urban at DARPA.[11:39] Her experience working and living with Navy SEALS for six months. [14:00] How she established credibility in an organization that didn’t see her as important.[17:07] Lorna’s move to LA after she left DARPA.[19:55] Her work at Media Lab.[24:00] Lorna’s experience in a meeting for the Royal Academy for Health and her design “Aha” moment.[27:58] Her experience teaching in India at the National Design Institute.[31:13] The offer from Accenture that offered Lorna the chance to return to Dublin.[33:28] The use of design and opportunities for designers in the healthcare space.[38:27] Lorna’s predictions about changes in healthcare based on her experiences.[40:00] Her thoughts on telemedicine, technology, and home-based care in healthcare.[43:00] The future of AI and what role she thinks machines and digital spaces will play in healthcare.[46:40] How we might interact with healthcare machines and AI in the future.[49:53] The value of the Service Design Network, and in talking with other like-minded people working on similar problems.[50:34] The problem in design of not sharing and exchanging information and insight.[51:15] Comparing the design community and scientific community with regards to documentation of work and a collective intelligence.[55:15] System design in healthcare today and what role system design should have in the current healthcare system. Links Lorna Ross on LinkedIn Lorna Ross on Twitter The Service Design Network Fjord Kitchen Talks: Service Design in Health and Healthcare SDGC14: Design as an Agent for Change in Complex Systems Amplify Innovation: Re-designing healthcare Inspirefest 2016: Making the invisible visible as a designer in healthcare SDGC18: How technology is reshaping design and rewiring designers RTÉ Ireland interview with Lorna Ross: Meet the inventors building tools for Ireland's vulnerable people Grand Designs: Lorna Ross Why Design Ireland interview with Lorna Ross: Innovation Leader Design Thinking Ireland Profile Inspirefest 2016: Innovation is not about good ideas, but timing Irish Tech News: Lorna Ross Explains Future Trends in Design and Ways to Design for Positive Change Other Design Thinking 101 Episodes You Might Like Designer's Role in Healthcare & Public Health + Studio Thinking with Jess Roberts — DT101 E21Nursing + Service Design + Healthcare Innovation with Brittany Merkle — DT101 E38 Healthcare Design Teams + Wellness + ScienceXDesign with Chris McCarthy — DT101 E24 ________________ Thank you for listening to the show and looking at the show notes. Send your questions, suggestions, and guest ideas to Dawan and the Fluid Hive team. Cheers ~ Dawan Free Download — Design Driven Innovation: Avoid Innovation Traps with These 9 Steps Innovation Smart Start Webinar — Take your innovation projects from frantic to focused!

Sean works in the healthcare industry as a Director of Patient Quality Experience at North York General Hospital in Toronto, Canada. We talk about Sean’s evolution into design thinking, how he dug deep and studied design, and how he felt that moving into this way of thinking was natural for him. Sean speaks of his career movement at North York General Hospital, how he integrates design into every aspect of the hospital, and Sean’s dream of creating a healthcare system that feels right to everyone. Show host: Dawan Stanford. Show Summary Sean has been working in healthcare for 25 years, and currently works at a large community hospital. The element he enjoys the most is the ability to positively impact people’s lives every day. He made his way into quality improvement and continued to move up the ladder to his current position.  His journey into design started with listening to a presentation from the Vice President of Innovation at Kaiser, who came to Sean’s hospital to give a talk about leveraging design and design thinking. Sean shifted his process to design thinking and started to integrate design thinking into his position with cancer research. In his Master’s program, he learned how to think about innovation and how to map out an innovation plan, then seeing where design fits into the project. We’ll talk about how to create a design thinking workshop, why people-centered innovation is now popular in healthcare, and how Sean believes healthcare can create a better future. Show Host: Dawan Stanford Listen in to learn: >> How to move towards human-centered care and the tools and methods to create design-centered solutions>> Why Sean found power in designing with people who weren’t in the healthcare field>> The foundational elements of healthcare and design>> Reasons why change and change management is complex in healthcare>> How design and design thinking have come to a critical mass in healthcare Our Guest Sean is the Director of Quality, Patient- and Family-Centered Care and Patient Flow at North York General Hospital in Toronto, Canada. He holds a Master’s of Design degree from OCAD University in Toronto, with a research interest in how health systems are using design for innovation and improvement. He also teaches in the Design for Health program at OCAD and mentors many students through internships and studio courses at the hospital, advancing the organization's academic mandate while offering students real-life opportunities to hone their design skills and build their careers. Sean is passionate about the potential of people-centered innovation in healthcare, and he has led multiple design engagements over the last 10 years, spanning from the individual level to systems-level innovation. He is committed to advancing patient and community voices into health system transformation, and leveraging design as a critical enabler of building a brighter future for those living in our communities. Show Highlights  [02:00] Sean explains his transition from multiple healthcare roles to his current role of quality control.[04:37] He remembers the VP from Kaiser coming to speak at his workplace and how it sparked his interest in design.[05:48] Sean decides to pursue his Master’s in Design in Toronto, Canada.[08:03] He describes how coursework for his Master’s in Design shaped how he thinks about healthcare and design[10:13] How innovation is playing out in Sean’s current work.[15:06] Co-creating, co-designing, and co-exploring design solutions.[24:12] Advice Sean gives to designers who are about to apply service design inside a healthcare system.[26:15] The heart of the designer’s role in a healthcare system.[28:21] How to make the most out of making systems visible.[32:27] The importance of revealing causal loops inside a system.[34:23] What Sean learned from studying over 30 design labs inside healthcare organizations. Why these labs often fail.[40:45] How to contact Sean and his social media platforms. Links Sean Malloy on Twitter Sean Malloy on LinkedIn  A Review of Design Labs as a Model for Healthcare Innovation by Sean Molloy North York General Hospital OCAD: Design for Health This is Service Design Doing Book Recommendations  Design for Care: Innovating Healthcare Experience by Peter Jones Thinking in Services: Encoding and Expressing Strategy through Design by Majid Iqbal Other Design Thinking 101 Episodes You Might Like Designer's Role in Healthcare & Public Health + Studio Thinking with Jess Roberts — DT101 E21 Nursing + Service Design + Healthcare Innovation with Brittany Merkle — DT101 E38 Healthcare Design Teams + Wellness + ScienceXDesign with Chris McCarthy — DT101 E24 ________________ Thank you for listening to the show and looking at the show notes. Send your questions, suggestions, and guest ideas to Dawan and the Fluid Hive team. Cheers ~ Dawan Free Download — Design Driven Innovation: Avoid Innovation Traps with These 9 Steps Innovation Smart Start Webinar — Take your innovation projects from frantic to focused!