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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’ Bios   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 Elon By 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’s Bio   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 changin 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’s Bio   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 profile page at Georgetown University Yianna’s webpage at Georgetown University Book: Optimizing Instructional Design Methods in Higher Education (Advances in Higher Education and Professional Development) Book: Learning from Hypermedia: The Role of Metacognitive Skills MOOC: Massive Open Online Courses IDEXX Learning Center Coursera   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’s Bio   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’s Bio   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 Recommendation: Service Design: From Insight to Implementation, by Andy Polaine, Lavrans Løvlie, and Ben Reason Book Recommendation: Palaces for the People: How Social Infrastructure Can Help Fight Inequality, Polarization, and the Decline of Civic Life, by Eric Klinenberg Book Recommendation: Small Is Beautiful: Economics as if People Mattered, by E. F. Schumacher Book Recommendation: 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’s Bio 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   Her Twitter Her LinkedIn Terri on Medium Asana Getting Emotional: Our first steps with affective interactionBook Recommendation: The Social Life of Information, by John Seely Brown, Paul Duguid, and David WeinbergerBook Recommendation: The Service Innovation Handbook: Action-oriented Creative Thinking Toolkit for Service Organizations, by Lucy KimbellBook Recommendation: Thinking in Systems: A Primer, by Donella H. Meadows and Diana Wright Book Recommendation: The Power Paradox: How We Gain and Lose Influence, by Dacher Keltner Book Recommendation: Collaborating with the Enemy: How to Work with People You Don’t Agree with or Like or Trust, by Adam Kahane Book Recommendation: 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’s Bio   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!) His Twitter His LinkedIn Designing for Behavior Change: Applying Psychology and Behavioral Economics, by Stephen Wendel Action 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 Recommendation: Thinking, Fast and Slow, by Daniel Kahneman Books Recommendation: Good Habits, Bad Habits: The Science of Making Positive Changes That Stick, by Wendy Wood Book Recommendation: More Than Good Intentions: Improving the Ways the World's Poor Borrow, Save, Farm, Learn, and Stay Healthy, by Dean Karlan and Jacob Appel Book Recommendation: The Last Mile: Creating Social and Economic Value from Behavioral Insights, by Dilip Soman Book Recommendation: 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’s Bio 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’s Bio 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 Personal Website Innovation as a requirement for success in healthcare An Everyone Included Design Story TEDMED Interview with Nick from 2014 Ward Infinity Book Recommendation: The Experience Economy, by B. Joseph Pine and James H. Gilmore Book Recommendation: The Cluetrain Manifesto, by Rick Levine, Christopher Locke, Doc Searls, David Weinberger, and Jake McKee Book Recommendation: Org Design for Design Orgs, by Peter Merholz and Kristin Skinner Book Recommendation: 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’s Bio 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: Why Design Thinking is Good Business Thinking, by Holly O’Driscoll Books Holly has contributed to:          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 Book Recommendation: Mindset: The New Psychology of Success, by Carol S. Dweck Book Recommendation: Decisive: How to Make Better Choices in Life and Work, by Chip Heath and Dan Heath Book Recommendation: The Power of Moments: Why Certain Experiences Have Extraordinary Impact, by Chip Heath and Dan Heath Book Recommendation: Beyond Measure: The Big Impact of Small Changes, by Margaret Heffernan Book Recommendation: Originals: How Non-Conformists Move The World, by Adam Grant Book recommendation: The End of Average: Unlocking Our Potential by Embracing What Makes Us Different, by Todd Rose TED 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’s Bio 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 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 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 Book Recommendation: White Fragility by Robin DiAngelo Book Recommendation: 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’ Bio 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 Design Thinking 101 Fluid Hive Design Innovation 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 E33   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!

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’s Bio 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’s Bio 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 Design Thinking 101 Fluid Hive Design Innovation Absa Bank SDN Conference 2019 Book Recommendation: Predictably Irrational: The Hidden Forces That Shape Our Decisions, by Dan Ariely Book Recommendation: Thinking, Fast and Slow, by Daniel Kahneman Book Recommendation: Predictably Irrational: The Hidden Forces That Shape Our Decisions, by Dan Ariely Book Recommendation: Lean Startup: How Today’s Entrepreneurs Use Continuous Innovation to Create Radically Successful Businesses, by Eric Ries Book Recommendation: 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 E4   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!

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 Design Thinking 101 Fluid Hive Design Innovation 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 methods IDEO’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’s Bio 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 Design Thinking 101 Fluid Hive Design Innovation 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 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!

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’s Bio 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 Design Thinking 101 Fluid Hive Design Innovation 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 Recommendation: Design for Care: Innovating Healthcare Experience by Peter Jones Book Recommendation: 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!

Julie Guinn combines design, research, strategy, and systems thinking to help teams build innovation capabilities, solve complex business challenges and deliver delightful, intuitive product experiences. We discuss systems awareness, leading design work inside complex systems, and ways to pull system awareness and system design into your innovation efforts. Show host: Dawan Stanford. Show Summary Julie defines the differences between systems and complex adaptive systems, and how the many elements that are highly interconnected in complex adaptive systems create complexity and how that impacts the way you approach the design process. She talks about her first foray into designing for healthcare, and how she quickly discovered that none of the typical tools in a design thinker’s toolkit were working. Her discovering  Designing for Care by Peter Jones started her on the path of learning about systems and system-centered design, which led to a whole new skillset and toolbox of methods specifically geared towards designing systems and designing inside systems.  She discusses the unique challenges of designing for systems and how multiple phases and iterations are key when implementing change in complex adaptive systems. She also talks about some clients that were more challenging when it came to design implementation, and how some companies weren’t ready for design, and what she did to overcome these challenges. Julie talks about how to be intentional when building a plan for convening and facilitating systems design experiences, and why you should think differently when you plan projects, especially when considering how much time each step will take. Listen in to learn: Differences between systems and complex adaptive systems Critical parts of complex adaptive systems and the elements they encompass Mapping systems and how you can use mapping systems in design Types of considerations to think about when designing for healthcare systems When you need a system-centered practice as opposed to a design-centered practice Ways to address obstacles in client work Timescale and system change with placing new interventions in place Why you should break optimized systems around your target outcomes What can you do if you find yourself in a much more complicated system than you anticipated? Our Guest’s Bio Julie Guinn is a User Experience Research Principal at Dell Boomi, where she focuses on understanding complex enterprise data ecosystems. She has 20 years of experience leading human-centered design and research in technology and healthcare organizations, including Microsoft, Intuit, the University of Pennsylvania Medical System, and Elsevier. Her collaborative, human-centered approach is founded on a passion for understanding human behavior and a deep belief in the transformative power of design.  Julie’s first experience with design came from watching a PBS Nova episode on the development of new snack foods when she was a teenager. Watching the research team ask consumers questions about snacks hooked her interest. She holds a Master's degree in Human-Centered Design from the Illinois Institute of Design and a Bachelor's degree in Human Factors from Tufts University. Show Highlights  [03:30] Julie talks about her path to a career in user experience and enrolling at Tufts University. [04:56] Defining Systems Design and the multiple fields of study which are encompassed in this career. [05:56] Julie defines the differences between systems and complex adaptive systems.  [08:18] Systems and mapping systems commonly found in design projects today. [10:14] Considerations when designing healthcare using mapping systems. [14:20] The “invisible furniture” that can get in the way when designing healthcare systems. [16:07] Aspects to build into your design program for healthcare design. [19:45] The importance of understanding incentive structures that influence behavior in systems.. [23:05] Creating space to work inside complex adaptive systems. [26:06] How setting boundaries on where you will work inside complex adaptive systems improves your success chances.. [27:37] What works well in the realm of collaboration for people and teams. [31:40] How can you make the system visible to everyone using it? [34:44] Changes and impacts that happen when people see the systems they inhabit. [38:38] Advice for those who are finding themselves in a much more complicated system than they expected. Links Design Thinking 101 Fluid Hive Design Innovation Julie Guinn on the Web Julie Guinn on Twitter Julie Guinn on LinkedIn Service Design Network Talk TISDD stakeholder mapping method Book Recommendation: Designing for Care Book Recommendation: Thinking in Systems Book Recommendation: Systems Thinking for Social Change 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!

Julie Dirksen is a learning strategist with more than 15 years of experience creating highly interactive e-learning experiences for clients, from Fortune 500 companies and technology startups to grant-funded research initiatives. Our conversation today is about learning design and learning in design, as well as her book, Design For How People Learn. We also talk about behavior change, practicing complex skills, and persuasive technology. Show host: Dawan Stanford. Show Summary Starting her career as an English as a Foreign Language instructor, Julie quickly became interested in finding out how technology could be used for learning. As an instructional designer for over a decade, Julie’s niche interest is in the area of behavior change. She has found that many experts have a deep body of knowledge, but lack the skills on how to teach others. Julie’s experience is that when people who do not have a teaching background try to create a curriculum or teach a class, they are merely mimicking teachers they’ve experienced, and not truly understanding the student’s learning process. What’s missing are learning strategies that a great instructor uses to help their students learn and grow. As a result, instructors are not putting essential learning elements into their learning experiences. She felt that there needed to be a good book for instructors to learn from in order to add more effective teaching strategies to their toolbox. Her goal with the book was to provide information on the components that need to be considered before a teacher designs a learning experience so instructors start with a solid foundation. Listen in to find out how : Instructor knowledge gaps that can lead to an unsuccessful curriculum Habits, motivation, and other behavior changes Julie addresses in her book Julie breaks down learning into categories, and how each affects learning Avoidable mistakes instructional designers make when designing courses Pattern recognition’s role in student learning, and how long students need to see patterns before they become experts in their field Opportunities and emerging practices for design behavior change and learning design The components of persuasive technology   Our Guest Julie Dirksen is an independent consultant and instructional designer who focuses on the science of sustainable behavior change. She has helped create learning curriculum for large companies, nonprofits and foundations, and higher education institutions. She's the author of Design For How People Learn, and she's happiest whenever she gets to learn something new. You can find her online at usablelearning.com.   Show Highlights  [02:32] Julie introduces herself and gives a synopsis of her background. [03:40] How Julie’s book happened and why. [05:25] Underlying principles of what makes a class a good class for learning. [07:58] The level at which Julie starts instructors out in her book and where she takes her content from that point. [09:07] Julie’s suggestions for new instructors on where they should start when designing a curriculum and curriculum creation gaps she’s found in instructors. [13:23] Avoidable mistakes people make when creating courses. [16:56] Factors determining how many repetitions students need to learn their material. [20:45] How should a student know when to look for a hypothesis, a correct answer, or to come to the conclusion there is no answer to their problem? [22:50] Opportunities and emerging practices for designing behavior change and learning design. [26:28] Behavior change design opportunities for learning designers. [28:29] What is persuasive technology? [33:15] How can professionals in the design field take on the challenge of technology change? [36:28] Effective and non-effective strategies for teaching. [38:32] How to structure learning experiences. The design recipe myth. [42:58] Books that have influenced Julie’s career.   Links Design Thinking 101 Fluid Hive Design Innovation Usable Learning on Twitter Design for How People Learn on Facebook Usable Learning on the Web Design Better Learning Online Course Book Recommendation: Design for How People Learn Book Recommendation: The Headfirst Books Book Recommendation: Badass: Making Users Awesome   Other Episodes You Might Like Behavioral Science + Behavior Change Design + Social Impact with Dustin DiTommaso — DT101 E28  The Evolution of Teaching and Learning Design with Bruce Hanington — DT101 E39 Behavioral Design X Service Design with Anne van Lieren — DT101 E40 ________________ 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!