Design Thinking 101

Welcome to the Design Thinking podcast! I’m Dawan Stanford, your host. Today I’m interviewing Chris McCarthy. He is the Vice President of Strategy & Design at Hopelab where he is excited to deepen its impact on the health and wellness of young people through design and systems thinking. He is also the Executive Director and Founder of the Innovation Learning Network. Today we explore the different pathways of healthcare and the effect of design thinking on the healthcare industry, the beginnings of design thinking in the healthcare industry and why design thinking is so challenging to implement in the field of healthcare. One of the most important factors for Chris was to not put the Innovation and Design team out front first. Putting the Innovation and design team out first “triggers the immune system of the organization” as the team is so different from the other sections of the company. He explains why he had the innovation and design team behind the scenes when working with staff members. Chris and I talk about the subtle dance of support and help, along with people being able to tell their story with their voice for the staff to have a say and a stake in the process of development in the design innovation realm. We’ll also dig into his projet, Hopelab which is a social innovation lab focused on designing science-based technologies to improve the health and well-being of teens and young adults. Learn More About Today's Guest Chris McCarthy on LinkedIn Hopelab.org ILN.org mccarthychris.com In This Episode [01:58] We hear about Chris’s background, and how his experience in business and marketing helped to lead him to where he is today.[03:14] The precursor to human centered design.[04:54] Iconic IDO Shopping Cart video in 1999.[06:30] Chris and Christi Zuber start running design projects and the company grows.[09:21] The list of what “not to-do” when running a business inside of healthcare.[16:58] Humility is a large factor in design thinking.[18:48] Different types of designers and their success in implementing new design thinking models.[20:44] The convergence in the field of design thinking and the importance of being mission driven.[21:14] We hear Chris’s response to the setting of new, young hires in design thinking.[26:20] Chris lists the necessary, mandated rules of sharing information within the medical field.[28:09] Chris talks about the procedures within the team of Kaiser Permanente during the early years.[30:12] Working within co-opting the different constraints of healthcare.[38:53] Dawan and Chris talk about working with students at Hopelab and furthering health. and mental well-being for students.[46:58] Good, better and best research methods for design thinking.[51:22] Starting up and running the Innovation Learning Network.[56:42] The challenges different industries are facing.[61:03] Where can people learn more about Chris and his work. Links and Resources Design Thinking at Work The Reflective Practitioner by Donald Schon Innovation with Information Technologies in Healthcare Automating Humanity The Signals Are Talking The Necessity of Strangers The Surprising Power of Liberating Structures: Simple Rules to Unleash A Culture of Innovation. ReWork Accelerating Innovation Through Coopetition Kaiser Permanente’s Innovation on the Front Lines

Welcome to the Design Thinking podcast! I’m Dawan Stanford, your host. David Dunne, Professor and Director of MBA Programs at the University of Victoria’s Gustavson School of Business, joins me today. David and I were introduced by Paolo Korre, who you may remember from an earlier episode of the show! We’ll chat today about a range of subjects, including the use of design thinking in redesigning an MBA program. As you’ll learn today, David’s background in experience and marketing helped to lead him to design thinking. When he returned to school intending to become a professor, he found himself deeply interested in student-centered methods of teaching. He worked in design on the side, taking sabbaticals to spend time with designers and in design schools. Design thinking is a practitioner’s art, and it takes experience with it to really make the methods your own. This applies both to my own journey and David’s, and we’ll explore the concept today in our conversation. We’ll also talk about the struggle to help students to make methods their own, rather than only learning the methods. David and I talk about helping people to achieve the ability to think about how they’re thinking. He recommends meditation as a powerful tool to reach this space of metacognition, and suggests the book Why Buddhism Is True. David also teaches students about cognitive biases and runs exercises to help them discover which biases are most prevalent in their teams. We’ll also dig into his book, and what designers or people on design pathways can learn from it. He’ll explain the three tensions that he sees in a design thinking process: inclusion, disruption, and perspective. We’ll also hear about the four models for how designers can respond to these tensions. Don’t miss this deeply informative episode with a wonderful guest! Learn More About Today’s Guest David Dunne on LinkedIn Design Thinking at Work In This Episode [01:18] — We hear about David’s background, and how his experience in business and marketing helped to lead him to where he is today.[07:13] — What was the learning curve like for David during his early projects?[09:55] — Dawan thinks of design thinking as a practitioner’s art, he explains, and you develop your strengths and see your weaknesses through its practice and interaction.[12:35] — How often does Dawan succeed in getting his students to make methods their own, rather than simply learn the methods?[15:31] — An important aspect of design thinking is that the process brings you face-to-face with your own limitations, David points out.[18:17] — David responds to Dawan’s perspective on having a “provisional mindset.”[18:41] — What other aspects of mindset has David been exploring in his work?[24:21] — David talks about the feedback loop that can result when you don’t do basic sketches to begin with.[28:46] — We hear David’s response to what Dawan has been saying about the challenges involved in working with teams.[31:01] — Is there anything that David has seen really help people move into the space of thinking about how they’re thinking?[36:35] — David talks about the three tensions that exist in a design thinking process, and what they suggest for designers or people on design pathways.[40:14] — The second and third tensions are disruption and perspective, David explains.[45:17] — David talks about the four different models of ways of acting in relation to the tensions that he covers in his book.[51:10] — One of the conversations that Dawan often has early is that these methods aren’t appropriate in all contexts, he points out.[52:25] — David explains something that he has found universal.[57:40] — We hear about an experience that David had early in his journey as a designer, and he points out that design becomes instinctive over time.[61:42] — David mentions that he’s co-writing a book with Paolo Korre.[62:07] — Where can people learn more about David and his work? Links and Resources David Dunne on LinkedIn Design Thinking at Work David Dunne’s bio at the Gustavson Brand Trust Index team leaders page Paolo Korre The Reflective Practitioner by Donald Schon Why Buddhism Is True by Robert Wright The Importance of Cognitive Errors in Diagnosis and Strategies to Minimize Them by Pat Croskerry, MD, PhD The Total Economic Impact™ Of IBM's Design Thinking Practice Design Thinking and How It Will Change Management Education: An Interview and Discussion Roger Martin Jeanne Liedtka on Design Thinking 101

Welcome to the Design Thinking podcast! I’m Dawan Stanford, your host. I’m excited to welcome Jessica Dugan to today’s episode. Jessica is a Design Principal on the Healthcare Design team at 3M Design. She has worked in the healthcare industry for over five years. In our chat today, you’ll learn about her journey as a designer into her current role, her experience as a service designer in healthcare, and the lessons she’s learned that might serve others. As Jess will explain today, she also comes from a non-traditional background. Her undergraduate degree is in writing and journalism, but she soon realized that wasn’t her path. She began getting into design, and realized that the part of writing that resonated with her was the ability to connect with people. She went back to graduate school for design, and joined a service design consulting firm. Because Jess has worked in various significantly different environments, it’s fascinating to hear her perspective on how they differ, as well as what the transitions were like. She’ll also explore her experience in the healthcare industry in general, and share some of the key lessons she took away from her experience at United Health. In addition to exploring these topics, Jess will also dive into the potential value in service design, using service design from a Scrum perspective, and what she has had to deal with in healthcare that might be invisible to people in other design fields. She’ll recommend several powerful resources that have been invaluable for her, and share some insight into topics that she recommends for future episodes. Learn More About Today’s Guest Jessica Dugan on LinkedIn @jess_dugan on Twitter @3MDesign on Twitter 3M Design In This Episode [00:32] — Dawan introduces today’s guest, Jessica Dugan.[01:55] — Jess starts things off by describing her journey as a designer. Like many of the guests on this show, her journey has been full of fascinating twists and turns. She also talks about her role at 3M Design now.[10:38] — We hear more about Jess’ transitions between the various environments that she has worked in.[16:18] — As a designer, what are some of the key lessons that Jess took away from her experience at United Health?[18:42] — Jess shares a piece of advice that she would give to someone having their first experience doing service design inside a large healthcare organization.[21:30] — Jess talks more about the role of language and its nuances across different roles, and as an indicator of experience.[22:35] — We hear more about Jess’ transition into 3M.[25:44] — How has Jess noticed her approach as a designer shift with the shift in the group of people she’s designing for?[28:24] — Jess explains how she explains what’s possible and the potential value in service design.[30:59] — Dawan expands on what Jess has been saying about connecting the aspirational to the operational.[34:23] — We hear more about the early days of taking service design into a Scrum process as is used at 3M.[37:54] — From a healthcare perspective, what kinds of things has Jess dealt with that might be invisible to designers working in other fields?[41:42] — Jess talks about how she has seen prototyping play out differently.[43:23] — What are some of the books and resources that have helped Jess along the way?[48:10] — Jess talks about whether there are any open questions she’s wrestling with, or other topics that she would like to see on the show.[52:12] — Where can listeners learn more about Jess and her work? Links and Resources Jessica Dugan on LinkedIn @jess_dugan on Twitter @3MDesign on Twitter 3M Design Communicating the New by Kim Erwin 101 Design Methods by Vijay Kumar Moments of Impact by Chris Ertel and Lisa Kay Solomon Service Design Tools Practical Service Design

Welcome to the Design Thinking podcast! I’m Dawan Stanford, your host. Jess Roberts joins me today for a conversation about the designer’s role in healthcare, problem-finding with healthcare experts, the importance of the design studio in his work, and design thinking in public health. Jess leads the Culture of Health By Design initiative of the Minnesota Design Center at the University of Minnesota. He also holds faculty appointments at the University of Minnesota’s School of Nursing and School of Public Health. After receiving a master’s in architecture, Jess found that the practice was incredibly technical and had very little to do with his education in the field. He also found that he had very little space to practice problem solving, because what he did was just responding to decisions that had already been made. He realized how much more useful what the did would be if it occurred at the beginning of the decision-making process than at the end. Jess realized that he didn’t want to be an architecture at all, but wanted to put his valuable training to good use. He stumbled across design thinking, which put a language to what he had been doing. After landing an appointment that involved human-centered design, Jess found himself surrounded by naturally skeptical epidemiologists. Tune into the episode to learn about how this worked out for him!In this compelling conversation, you’ll learn about the importance of using design at the right stage of the process. Jess will also explore one of the greatest fallacies of innovation: that great ideas just suddenly pop up. We’ll talk about the process of design (and why it is a process rather than a toolkit), what he’s most excited about working on right now, and much more. Learn More About Today’s Guest Jess Roberts on LinkedIn In This Episode [01:44] — Jess kicks things off by talking about his journey into his design practice, and explaining his struggles with architecture.[06:38] — About two months into Jess’ appointment at his position, the only person who knew what human-centered design is left.[08:36] — We hear more about how Jess made what he does more relevant to his audience in this position.[15:48] — You should always start with what is known, Jess points out, and explains that design opens the question of “what could be?”[18:29] — Jess digs more into his experience of learning to think about design as more than just building.[22:09] — We hear about having moved into an interconnected, virtual realm of mass customization. Jess also talks about the importance of figuring out what people want or need, and three key insights into parents.[30:28] — At the end of the short engagement that Jess has been describing, the project was terminated.[31:30] — Dawan takes a minute to talk about the outcome and unpack some of what Jess has been saying.[32:09] — What was it about the new evidence that allowed for a shift and reframing of what needed to happen?[34:51] — Jess points out that too often, design is used to sell or convince stakeholders that an approach or product is necessary.[36:25] — Dawan chats about the problem space and the solution space. Jess then talks about one of the greatest fallacies of innovation.[41:08] — We hear about the three key spaces that people operate in within Jess’ line of work.[46:14] — Jess talks about the process of design.[50:46] — Dawan brings up the topic of the role of the designer, and how that role adapts itself to the context.[55:06] — We hear more about Jess’ thoughts on sharing the role of designer with the community.[58:01] — In the work that Jess is currently doing in public health, what is he most excited about?[60:22] — Where can listeners learn more? Are there any resources that Jess would recommend?[63:44] — Jess shares some closing words of wisdom for listeners. Links and Resources Jess Roberts on LinkedIn Minnesota Design Center Design Thinking 101 Episode 6: Problem Spaces, Understanding How People Think, and Practical Empathy (with Indi Young) Rethinking Design Thinking on Huffington Post by Thomas Fisher and Jess Roberts Biggest Threat to Health? Solving the Wrong Problems on Huffington Post by Thomas Fisher and Jess Roberts

Welcome to the Design Thinking podcast! I’m Dawan Stanford, your host. My guest today is Paolo Korre, Director of Service Design and User Insight for SE Health, a not-for-profit healthcare company in Ontario, Canada. We’ll chat today about Paolo’s transition from industrial design to design thinking in the healthcare space, challenges he faces as a designer working in healthcare, and his experience with being the lone designer on an innovation team. Paolo reached industrial design through a love of fine arts, drawing, painting, and crafts. He did his undergraduate degree in industrial and product design. He assumed he would be working on making furniture or other “stuff,” but soon realized that this isn’t what the world really needs. As he evolved beyond traditional design, he went back to school for further education. Eventually, he was able to bring design thinking back home. In our conversation today, he’ll dig into how his skills in design relate to his work in healthcare (and how he convinced people to give it a shot!). For example, he explains that he worked on a project around improving the experience of patients receiving private care. As a result, they ended up launching Elizz, a whole brand dedicated to supporting family caregivers. Paolo has experienced being a lone designer as well as being part of a team of designers and part of an innovation team. It’s all part of a learning journey, he explains, and speaks of trying to figure out how much design method he can apply in these various roles. Whether you’re a solo designer, part of a team, or not sure yet where your design path will take you, don’t miss this informative and insightful episode. Learn More About Today’s Guest Paolo Korre on LinkedIn Paolo Korre on Twitter Paolo Korre on Facebook SE Health Futures In This Episode [01:50] — Paolo talks about his journey into design, and how he got started.[07:35] — When Paolo went to design school, what were some of the shifts and transitions in his skillset or or approach that happened as a result?[09:25] — Dawan shares his perspective on discipline being a gateway to creativity.[11:46] — Paolo shares some of the experiences that helped him internalize the process as he was studying and training.[13:57] — When Paolo moved into healthcare, what were some of the methods or skills that he had to adjust or learn?[16:55] — What helped Paolo persuade people to give design in healthcare a shot?[22:17] — Dawan draws out one of Paolo’s points around how the stakeholder map changes as we age.[26:08] — Paolo mentions a trend involving being patient-centered, and the problem with this concept.[28:07] — How has Paolo explored the different modes of (being a lone designer, part of a team of designers, or being part of an innovation team)?[32:04] — Dawan mentions the benefits of having a futurist on a team, and his own introduction to being a futurist.[34:49] — We hear more of Paolo’s thoughts on the “MAYA” (most advanced yet acceptable) option, and how far he can push things.[38:07] — Paolo responds to Dawan’s point about wishing for a team to bounce ideas off of.[42:15] — When Paolo thinks about the opportunities to connect with peers, what are his hopes?[47:31] — Paolo recommends other resources that have been useful for him.[50:10] — We learn that Paolo has been redefining the boundaries of his practice because he’s constantly encountering new sources of understanding.[53:07] — How much does Dawan focus on design mindsets?[54:53] — Paolo talks about where listeners can find him, get in touch, and learn more about his work.[56:10] — Does Paolo have any insider scoops on Service Design Global Conference Toronto 2019? Links and Resources Paolo Korre on LinkedIn Paolo Korre on Twitter Paolo Korre on Facebook SE Health Futures SE Health Elizz Ten Types of Innovation by Larry Keeley et al. 101 Design Methods by Vijay Kumar Design Thinking at Work by David Dunne Daniel Kahneman Service Design Global Conference Toronto 2019

The Better Government Movement, Amy explains today, is built for public servants. She realized that the baton (in terms of innovation and transformation in building 21st-century government) isn’t adequately being passed on. She collaborated on research on creating change and transformation in government, and the best ways to create something that is useful and scalable across government. When Amy was getting started with the initial conversations around innovation and design in this realm, she started with the people who were leaning into the conversation. These early adopters, she explains, are the people who will help you unlock what the culture or organization should turn into. In addition to this powerful insight into getting through to the right people, Amy will dig into how to pass the torch and help to ensure that processes are passed on. Amy will also share tips and insights into how to teach and support innovators, including focusing on learning to relieve pressure, and to get comfortable with ambiguity. She’ll dig into how and why she created her own innovation toolkit, and how it stemmed from her work at the Better Government Movement. She’ll explore her personal journey (and the tendencies that lead her toward burnout), list some resources and references that might interest listeners, and offer powerful insights that I hope will help you along your own design thinking journey! Learn More About Today’s Guest Amy J. Wilson Amy J. Wilson on LinkedIn Better Government Movement In This Episode [01:17] — We hear about Amy’s innovation and design journey, from where she got started to how she arrived where she is today.[06:48] — Dawan takes a moment to talk about the pathway into design thinking.[08:24] — Amy talks about the history of the Better Government movement, where it is now, and how she’s applying her skills there.[11:48] — We learn about the plan Amy came up with to translate the information she had found into something that many people could access.[15:33] — How did Amy navigate the initial conversations around design and innovation to get people active?[17:50] — Dawan talks about the sweet spot in the double diamond, and Amy discusses ways that she provided value.[22:22] — How does Amy’s work live on today in terms of the terms and processes she used, or the impact she had?[27:12] — Amy talks about what she learned from her first cohort about what works when supporting innovators.[31:13] — We hear more about staying in the problem space, and a specific risk that comes along with it.[33:10] — Amy talks about an innovation toolkit that came out of her Better Government work.[39:32] — What are some of Amy’s recommendations for people trying to communicate around innovation with people working in government?[42:29] — We learn about some of the things that Amy has pulled from her journey in terms of change and transformation.[48:26] — Dawan invites listeners to close their eyes, imagine standing on a platform and not wanting to jump, but feeling the heat of the platform burning behind you. That, he points out, is the kind of urgency to go for.[52:12] — Amy has been on her own personal journey associated with what Dawan has been talking about, she explains.[55:58] — Dawan talks about one of the joys of prototyping.[57:04] — Are there any resources or references that have been really useful for Amy?[59:50] — How can people learn more about Amy and her work? Links and Resources Amy J. Wilson Amy J. Wilson on LinkedIn Better Government Movement GitHub Lean Startup Crossing the Chasm by Geoffrey A. Moore 18F Methods Design Thinking 101 episode 13: From Branding to Design + Teaching Design Teams + Leading Summer of Design with Karen Hold Design Thinking 101 episode 14: Design Thinking for the Public Sector + Building and Training Design Thinking Teams with Stephanie Wade

Adam Royalty, founder of the Columbia Entrepreneurship Design Studio and long-time lecturer at the Stanford d.school, joins me today. We’ll dig into topics including reflective practices in design education, designing for learning, and connecting design thinking to change management and change leadership. Every time I’ve had a chance to talk with Adam, I’ve come away with all sorts of thoughts and ideas. I’m excited to have him as a guest on the podcast, and hope he can spark similar inspiration for you! One important point that Adam makes is the need for reflection. He’s been doubling down on having students reflect, and supporting that reflection in very intentional ways. In our conversation, you’ll hear how students respond to this, and how Adam uses it as a powerful tool to encourage and support creativity. Often when he’s teaching design, it’s to help teach students a creative process so that they can solve problems and become more innovative. I’ve been wrestling lately with the mashup between design thinking and learning design, in terms of how to help learners approach creating learning experiences and learning environments in a “designerly” manner. Adam points out that the process depends on your goal, which isn’t necessarily the same in different learning environments. In addition to all of this, Adam and I will talk about where he sees practices involving design thinking and design service going in the next several years, the ways we’ve been working with narratives and storytelling in design practice, why it’s so vital that we focus on discipline in addition to creativity, his reading recommendations for further information, and much more. Learn More About Today’s Guest Adam Royalty on LinkedIn Adam Royalty on Facebook adam@dschool.stanford.edu In This Episode [01:38] — What are some of the themes that Adam is wrestling with in his work right now?[04:10] — Adam talks about how he’s seen reflection play out in the classroom, in terms of how students respond.[07:02] — Has Adam used similar practices outside the classroom, such as with teams or organizations?[09:16] — We hear about what Adam is learning about what transfers outside the classroom into other domains.[14:00] — Adam shares his perspective on the broader conversation of design thinking pedagogy and service design pedagogy.[17:23] — Dawan has been wrestling with how to help learners approach creating learning experiences. Adam shares his thoughts on the subject.[23:31] — How does designing for learning affect Adam’s thinking and approach for synthesis?[28:22] — Adam talks about where he sees the practices involving design thinking going in the next couple of years.[35:52] — Dawan is seeing more openness to using the designer’s lens in his work, he points out.[37:22] — Adam responds to the points that Dawan has been making, then the two of them talk more about narratives.[43:06] — We hear Dawan’s thoughts on what Adam has been saying about working with other disciplines.[48:40] — Dawan talks about the role of discipline, not just creativity, in design.[53:11] — Has anything else come to mind for Adam that hasn’t come up yet in the conversation?[55:51] — What are some references, papers, or books that Adam has found to be particularly influential or meaningful to him or students he’s worked with?[58:58] — Adam talks about where listeners can learn more about him or read his writing. Links and Resources Columbia Entrepreneurship Design Studio Stanford d.school “I Use It Every Day”: Pathways to Adaptive Innovation After Graduate Study in Design Thinking by Adam Royalty, Lindsay Oishi, and Bernard Roth Acting with Creative Confidence: Developing a Creative Agency Assessment Tool by Adam Royalty, Lindsay Oishi, and Bernard Roth Design-based Pedagogy: Investigating an emerging approach to teaching design to non-designers by Adam Royalty Amy Edmondson on LinkedIn David Kelley and Tom Kelley Tim Brown Designing Your Life by Bill Burnett and Dave Evans The Achievement Habit by Bernard Roth

Today’s guest is the remarkable Linn Vizard, currently an independent service designer based in Toronto. Linn writes and speaks frequently on service design, and has taught on the topic around the world. In today’s conversation, we’ll talk about creating customer journey maps (and other maps), implementation challenges with service design, and accessibility in service design. Linn shares her journey today, including mentioning that she found herself more interested in people than things as she was studying design. When she started bringing together the service design community in Toronto, she encountered some confusion, and she’s enjoyed the process of illuminating the topic for people and creating connections with those interested in service design. Maps, Linn points out, have become a ubiquitous tool and have become a compelling entry point for people. They’re also a powerful tool for getting people excited, and to visually create a shared understanding of the space you’re working in and where the opportunities might be. Linn will also share some powerful words of wisdom about why you should go ahead and create a map as a tool to reveal what we don’t know. In our conversation, we’ll talk about diversity, inclusion, and accessibility in the realm of design. In Linn’s previous work in UX, more time and attention was paid to accessibility, she explains. This exposed her to ways of thinking about how people might be using assistive technology, for example, which has influenced her more recent work. As she transitioned into doing more service and customer experience work, Linn noticed that the conversation about accessibility was almost completely absent. Tune in to hear all about these topics, as well as the idea of double delivery, how designers can position themselves as part of a bigger team in delivering services, how to think about paying attention to soft metrics or less-tangible changes, what it means to be a leader or facilitator of a design process, which references and resources have particularly impacted Linn, and more! Learn More About Today’s Guest Linn Vizard Linn Vizard on LinkedIn @wittster on Twitter @servicedesignTO on Twitter Linn Vizard on Medium Linn Vizard on Adobe Blog In This Episode [01:18] — Linn talks about her journey as a design practitioner, and how she arrived where she is today. She also discusses how she has continued to develop and expand as a practitioner.[04:04] — What has it been like to bring together the service design community in Toronto?[05:22] — We hear about some of the common threads that Linn has seen in the Toronto service design community.[07:40] — What Linn has mentioned is one of the threads that flows into Dawan’s work at a very practical level, he points out.[09:04] — Linn talks about how maps relate to the opportunities in the service design space.[12:39] — Does Linn have any other stories of when mapping has worked particularly well in her practice?[16:33] — We learn how Linn has helped people she’s working with to make the best use of the artefacts.[21:37] — Linn talks about the question of how you’re enabling and inviting people to contribute. She and Dawan then talk about double delivery.[24:21] — We hear about a huge challenge that the design practice is facing now, and the ways it’s showing up.[27:40] — Linn discusses Paul Adams’ talk “The End of Navel Gazing.” [29:13] — We hear more about taking measurement beyond the usual suspects as part of the role of a service designer.[34:43] — This conversation goes back to what it means to be a leader or facilitator of a design process, Linn points out.[38:25] — Dawan talks about the use of silence in workshops.[40:43] — We hear about the questions and terrain that Linn is playing with in her work when it comes to the topics of diversity, inclusion, and accessibility.[45:37] — Linn talks about going to a workshop run by Rebecca Benson, and she and Dawan talk about the daily decision about which piece of the learning mountain to attempt to climb.[46:40] — What are some resources or references that have been particularly meaningful or useful for Linn?[49:29] — Where can people learn more about Linn’s work or connect with her and support what she’s doing? Links and Resources We Are Here: Designer as Mapmaker by Linnea Vizard in Touchpoint (Vol. 8 No. 3 — February 2017) Shifting Gears: Organisational Barriers to Integrated Service Design and UX by Linnea Vizard and Shannah Segal in Touchpoint (Vol. 6 No. 3 — December 2014) The Relationship Model Canvas: Designing Relationships With Intention by Elina Lawrie and Linnea Vizard in Touchpoint (Vol. 9 No. 1 — July 2017) ”There’s a Map For That! The Designer’s Cartography of Complexity” video presentation by Linn Vizard from the Service Experience Conference 2016 Visual Thinking and NeuroLeadership by Dave Gray “The End of Navel Gazing” talk by Paul Adams at UX London 2018 #a11yTOConf (accessibility conference in Toronto) On Women and “Good” Places to Work by Nora Jenkins Townson Rebecca Benson on Twitter Just Enough Research by Erika Hall Interviewing Users by Steve Portigal Rosenfeld Media books Service Design by Andy Polaine, Ben Reason, and Lavrans Løvlie The Service Experience Conference UX Week “How I Learned to Stop Worrying and Give Service Design Away” talk by Jamin Hegeman Service Design Paths

Today I’m joined by the remarkable Doug Powell, a Distinguished Designer at IBM who directs the global tech company’s program to scale design and design thinking. Doug is also an award-winning designer, a thought leader, and a lecturer and commentator on design issues. In our conversation today, Doug and I will cover some tactics and strategies for growing a design practice inside your organization, thoughts on how to measure the value of design thinking and communicate that value, and talk about building design thinking capacity in design thinking studios. When he joined IBM, Doug explains, the company’s design aspect had dwindled from its heyday when it was led by Thomas J. Watson and Eliot Noyes. For a couple decades after this design heyday, design was de-emphasized in the company. In 2012-2013, the company reinvested in and recommitted to design thinking. In our conversation, you’ll learn about some of the challenges that Doug faced during the process of reviving design thinking and creating a new class of workspaces where design could thrive. Doug points out that design thinking has a branding problem, since the word “design” can be confusing for people outside of the industry. People think of visual design, product design, fashion design, or interior design. He then defines design thinking as, “a way of solving complex problems in a collaborative, multidisciplinary way, with a focus on the user.” It’s about collaboration and cross-disciplinary work, not making anything pretty. This, he explains, is how he would describe the value of design thinking to someone not familiar with the concept. In addition to all of this, Doug will talk about trying to help people get the essence of design thinking in an online learning environment when design usually relies on being so hands-on. He’ll also dig into the value and impact of design thinking at IBM, including some of the less-obvious results. You’ll hear about whether Doug’s process is right for everyone, what a design studio is and why it’s valuable, how his bootcamp is structured, and much more! Learn More About Today’s Guest Doug Powell on LinkedIn @douglaspowell1 on Twitter IBM Design In This Episode [01:33] — We hear about Doug’s design career, and how he arrived at the point where he is now.[08:00] — Doug talks about the state of design and design thinking at IBM when he arrived, and touches on the history of design thinking at the company.[10:31] — What were some of the initial challenges that Doug and his team faced at IBM?[15:08] — We learn more about the non-designer connection challenge that Doug mentioned a moment earlier.[19:33] — Doug shares some thoughts on how his strategies, and the ways that he has pursued them, have developed over time.[25:33] — What are the keys to making the online learning environment, content, and approach effective in Doug’s program?[27:11] — We hear about Phase 4 of Doug’s process, which they’re just getting into now. He also talks about the interest being fueled by recent work around measuring the value and impact of design thinking at IBM.[32:09] — How does Doug talk to potential clients about whether they’re ready to implement design thinking at their company in the way he’s done it at IBM?[34:51] — Doug offers advice for how to answer the question of what design thinking is.[36:48] — What is a design studio? And how does Doug help people find their own magic people?[40:56] — We hear about how Doug sees the future, in terms of challenges on the horizon and how he might tackle them.[43:17] — Doug talks about where the designers at IBM came from, and the choice to invest in emerging designers.[46:30] — How is the boot camp experience that Doug has been describing structured?[49:51] — We hear Doug’s thoughts on university learning experiences.[54:00] — Dawan shares one of the reasons that he was excited about doing work at Elon University.[55:55] — Where can listeners learn more about Doug’s work and what’s happening at IBM with design thinking? Links and Resources Thomas J. Watson Eliot Noyes Paul Rand Charles and Ray Eames Eero Saarinen Doreen Lorenzo Elon University

Julie Schell is the Executive Director of Learning Design, Effectiveness and Innovation at the University of Texas at Austin, and an Assistant Professor of Practice in the Department of Design and the College of Education at UT Austin. Julie and I met a while back, and we did some work together at a fantastic convening at the University of Texas at Austin. I’m thrilled to have her on the show, especially given her focus on teaching and learning design thinking and human-centered design. Design thinking has hit a peak this year based on Google searches, Julie explains, which demonstrates that there’s a lot of interest in the field. Most of the people who are making these searches are unlikely to be formally trained designers, but instead are probably individuals outside the field who are looking for opportunities to innovate. Julie is enthusiastic about these people being able to learn design thinking, and digs into how to go about that in the right way. For example, she points out that when you’re working with someone who doesn’t have a prior knowledge basis for what they’re trying to learn, you can’t expect long-term, sustained, deep learning to occur after learning in an accelerated model. She also emphasizes the importance of humans (and human contact) in learning human-based design. Julie also believes that we have a responsibility to democratize education and strip the elitism from design, and sees part of her role at UT Austin as being exactly that. She talks in our conversation about how she does this and her practice with self-regulated learners who don’t have the privilege of enrolling in graduate programs at the university. Tune in to learn more about all of these topics, as well as what a self-regulated learner is (and why that matters), some ways to facilitate self-regulated design thinking, the importance and four key sources of self-efficacy, and some great resources related to all of these ideas. Learn More About Today’s Guest Julie Schell Julie Schell at the School of Design and Creative Technologies at the University of Texas at Austin Julie Schell on LinkedIn @julieschell on Twitter In This Episode [02:09] — What’s happening in Julie’s world in terms of teaching design to non-designers and human-centered design pedagogy?[04:00] — Julie addresses some of the responses she’s seen and how they’re working (or falling short), as well as some ways that non-designers can learn about design thinking.[10:36] — We hear about Julie’s thoughts on the forms that deceleration can take in learning design thinking and human-centered design.[16:25] — What are some things we can do to satisfy the demand for a boot-camp experience but help with the problem of experiences that set people up to implement poorly?[21:22] — Julie shares her thoughts on how we can set people up to have a deeper learning pathway and talks about self-efficacy, including its four sources.[30:42] — What would Julie’s advice be for a faculty colleague who will be teaching in this space for the first time?[32:35] — Dawan talks about one of the things that he stresses with new learners: the emotional moments that he’s seen, and the normalcy of those feelings.[36:59] — Julie points out how making the struggle visible can be refreshing for students.[37:38] — Julie shares her recommendations for someone looking to make a career shit and build skills in this area.[40:26] — We hear about the importance of finding what the self-interested and self-transcendent purposes for learning are.[43:53] — What are some books, links, or references that Julie recommends to learn more about design thinking pedagogy or self-regulated learning?[46:45] — Where can people go to find out more about Julie and her work?[47:36] — In closing, Julie points out that all design has an element of learning to it. Links and Resources Self-efficacy Albert Bandura David Yeager Lynda Design Thinking Has a Pedagogy Problem at SXSW EDU Design Thinking Has a Pedagogy Problem… And a Way Forward by Julie Schell, EdD Julie’s Design Thinking Pedagogy Reading List Mindset by Carol Dweck Why Don’t Students Like School? by Daniel T. Willingham Make It Stick by Peter C. Brown and Henry L. Roediger III Desirable Difficulties to Create Learning by Veronica Yan Creative Confidence by Tom Kelley and David Kelley The Design of Everyday Things by Don Norman Hidden in Plain Sight by Jan Chipchase Change by Design by Tim Brown Prompt by Tamie Glass The School of Design and Creative Technologies at the University of Texas at Austin Extended Education at the School of Design and Creative Technologies at the University of Texas at Austin