EP#1 | We Were Born Design Thinkers
Designing Schools
00:00
The Power of Re-Expressing the Challenge
Walt Disney said, we will not have any customers in our park. We will only have guests. And with that simple re-expression of the challenge, we have created a level of hospitality that has never been replicated or never been duplicated at any moment in time. In 2011, we had to put the gate drives up at Disney World by 3%. People would have grumbled. But using design thinking principles and asking how might we solve for the biggest things in the pain point? Big data? 25 million visits a year every second of every day by what they touch and tell you what they like... That is such a beautiful story. I've actually never been down to the one in
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