Design Thinking 101

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

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

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

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

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

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

Steve Portigal, an experienced user researcher and Principal of Portigal Consulting, discusses his journey into design, the evolution of research practice, the importance of interviewing experts, and the future of user research. He also shares valuable resources for listeners.

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

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

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