The Roots of my Love of Learning

I love learning. I’ve always loved learning, from when I was a little kid learning about shapes and letters, to literature and programming languages in school, to consumer behavior and human-centered design in university. It didn’t stop when I graduated, but that desire to learn more got even stronger. I wanted to learn about things I didn’t discover in the academic setting, and bonus points if it was on the creative side. What made me happiest was when I could apply what I learned to solve a problem or just make things a little bit better.

When my desire for learning made me a target for the playground bullies, I just stopped going to the playground, and immersed myself further in books, classes, and courses. While I tried to escape from the bullies, their words left an impression, and I wondered if my love of learning was weird. But the joy I got from learning was louder than the taunts, so I continued. And I am so glad that I did, because encountering something new, struggling with understanding it, eventually making sense of it, and then hopefully using it — that challenged my mind, tempered my assumptions, broadened my horizons, and helped me grow. More importantly, it made me realize that while I may now know a lot more than when I first began, I still had a way to go and continue my learning journey. 

I did feel a sense of relief and a bit of validation when I learned that my nerdy tendencies were a source of strength. I took the CliftonStrengths Assessment for a leadership course (what else did you expect?), and discovered that Learner was among my top 5 skills, and somewhere in my report was the line that I was “quite naturally a lifelong student.” While I don’t disagree with the assessment, I wondered if Knowledge Geek or Knowledge Enthusiast might be a funner term! 

This result made me wonder about the roots of my love of learning. Whenever I asked what or why, my Mom was always there to listen and work with me to help answer my endless questions. I recall being a kid, and my Mom making as many books available to me as possible; experimenting with new things just because it caught my eye; encouraging me to explore other sources if she didn’t have the answer; and always saying yes for play and laughter. My Mom is awesome :) It wasn’t just how she was with me, but also how she was with herself. She loved to immerse herself in new things and push the boundaries of her knowledge. She’s an amazing human I am lucky to call my mother, and her tenacious creativity is incredibly inspiring. I’ve lost track of the number of times she’s recreated a recipe after just a few bites, or done needlework and sewing without a pattern, or created a new thingamabob to solve a problem. Yes, thingamabob — used interchangeably with whatchamacallit and doohickey, because my Mom was more intent on designing creative solutions to annoyances rather than coming up with cool names. So our home was filled with a lot of thingamabobs and whatchamacallits that addressed different issues, but we needed to describe its use so we didn’t get stuck with the wrong whatchamacallit! :P

But every time we thought she’d mastered something, she’d go off and discover some new thing that she needed to challenge herself with and learn and master. It’s safe to say I inherited my Mom’s desire to learn, solve problems, and make things a little bit better. Perhaps my designer tendencies were inspired and shaped by my Mom’s artisan and creative spirit, and for that (and a whole lot more), I am eternally grateful — Thank you, Mom :) ❤

Teaching Design within Constraints: Lessons Learned

A couple of months ago (which now seems like eons ago), we retreated into our homes, in response to the pandemic. This was in addition to the many other protective measures, such as wearing masks, physical distancing, and regularly washing hands - the last should have been happening, regardless of prevailing health conditions!

The coronavirus has changed how we live, work, and learn, and I don't know if we'll ever go back to the way things were. That said, I don't think everything in "the way things were" is worth going back to - there are elements in our current adaptation of life that are worth holding on to, even when the world hopefully heals from the pandemic.

We are all currently designing in tension. And will be, for a long time.

— rufflemuffin (@rufflemuffin) September 21, 2020

One of the biggest impacts for me has been the shift to distance learning (here are my earlier insights from teaching design within constraints). This hasn't been an easy transition for anybody, and there are things that are frustrating for both, students and educators. This has required massive adjustments from both sides of the learning experience, and for me, it's meant being even more attentive to differing perspectives. While I'm doing the best I can for my students, it sometimes feels like there's a ton of learning on my side too, and thought I would share some more of the nuggets I've come across along the way.

• It's not business as usual. This pandemic is hard on everyone, but acting as if it's business as usual is the wrong way to go about it. We need to constantly adapt in response to changing circumstances, covidiots, rising cases (often due to the covidiots), burnout, etc. - it's a lot more than we can humanly manage. It's okay to adapt our approach, assessments, readings, reviews, etc. while we try to deal with all the uncertainty and chaos.

• Be imperfect lightning! Racing at breakneck speed is not something that I'd generally advise, especially if you get shin splints like me! However, the world was already moving at a fast pace, and the pandemic just kicked it into high gear. While we had to learn to slow down and be still with ourselves, information about the coronavirus, and what we had to do to survive it was coming at an incredible speed. It felt (and continues to feel) like being in the middle of a lightning storm, with no idea of how long it's going to last. If ever there was a time for MVPs, it's now. If you've got a minimum viable product or learning experience, don't wait to perfect it - just roll it out, learn from it, and continue experimenting.

• Try, try, and try again. Since it's not business as usual, we can't just run our classes the same as pre-pandemic classes. We have to try new ways of sharing knowledge and engaging students. It's quite possible that some or all of these experiments may not go according to plan. That doesn't mean that we stop experimenting, but rather that we continue trying new things until we find something that works for us and/or the students. My class plans have gone through so many iterations, they look very different from the first version, but they have also gotten better in the process, and my students have definitely benefited from it.

• Empathy is not optional. One of the first rules of design is being human-centered, and ignoring that role in the design of a product, service, or experience can have disastrous consequences. I got news for you - that rule isn't just for design; it works well for human interactions too! Take a moment to step back and see things from other people's perspective. I'm not saying we should ourselves last, but exercising empathy helps makes us a little more patient with each other

• Be honest. I take my role as an educator very seriously, and I see it as my responsibility to not just share knowledge with and inspire my students, but also give them a sense of normalcy amidst all the chaos. I strive to make my class a safe and happy space for my students, one where they can learn, laugh, and for a few hours, escape from the crazy world out there. However, just because I present a happy face to my students, doesn't mean that it's all rosy on my end. This is not easy, and it's important to acknowledge that, not just for ourselves, but also for our students. It's okay to be honest with our students, and let them know that we're all struggling at different levels in different ways. Not so much that we scare them, but enough that they realize we're human too.

The pandemic is a serious challenge, and acting like it's just a minor paper cut undermines the work and adaptation required from both sides of the classroom. So while these insights were initially a reflection of my experience with distance learning with my students, when I put pen to paper (or in this case, fingers to keyboard), it made wonder if they could work both ways. Being adaptable, speedy, experimental, empathetic, and honest... I think they go beyond just educators or students, they are a reflection of the tenets of design. When I think about it, it feels like my experience of teaching design within constraints echoes my experiences of designing within constraints... have I come full circle, or am I creating a whole new circle? 🙂

Teaching Design within Constraints

When I was first introduced to design, I recall being excited by all the endless possibilities that design offered. There was that undercurrent of opportunity, that with the boundless power of design, we could change the world. However, with work on client projects, you learn that design doesn’t necessarily have free reign  —  it has to work within real conditions, and operate around real constraints (people, resources, technology).

I’ve endeavored to take what I’ve learned and experienced as a Strategic Design Consultant, and bring that knowledge and insight to the classroom as an Adjunct Professor of Strategic Design Management. Most of the time, that includes how design concepts are applied in the real world, and maybe some amusing anecdotes about drowning in artifacts, dueling with sharpies, and decorating with post-its. In the last few weeks, however, I’ve dug into the challenge of designing within constraints, and applied it to teaching design within constraints. 

Why constraints? Well, with the Coronavirus making its way across the globe, it is necessitating a lot of changes to protect people and their health. While absolutely necessary, these changes and preventive measures are coming at lightning speed, impacting our personal and professional lives. While these changes may well become our new normal, at this current time, these changes are akin to constraints — in that we are still trying to figure out how do we go about our daily lives, and in the context of academia, how do we continue to engage our students within this changing environment. 

Educational institutions around the world have already made or are going to be making the shift to online-based distance learning, in an effort to continue students’ learning journey, while maintaining social distancing. These are new challenges for all of us, and we’re all trying to figure this out as we go along, so I thought I’d share my insights from teaching design within constraints. Hopefully, some of it will help your interactions with your students, and maybe help them find some sense of normalcy amidst the upheaval.

• Be empathetic. These are challenging times for all of us, and while faculty and staff members may have had some hurdles to overcome during their professional lives, this is especially new for students. We’re all trying to make sense of this, so if somebody is struggling and snaps, or is tired and terse, cut them some slack. We need to kick our empathy up a notch, and interact with respect and professionalism, but also be more understanding with each other.

• Observe and Listen. Many students may be away from their families and loved ones, and may need someone to talk to, or just express their confusion about the current conditions. It’s tricky with the move to online learning, but where possible, be observant about your students’ behavior and comments, and if they share their thoughts with you, listen. If students open up to you, let them know that you respect their confidence, and that your class is a safe zone.

• Adapt, Learn, and Share Knowledge. Moving from in-class interactions to a virtual classroom requires changing our methods of content delivery and student engagement, as well as the tools that we use. While we continue to teach, it is also important to learn new ways of delivering content to our students. Different institutions are using different tools, and some of them may be quite intuitive, while others may have a steep learning curve. If you’re unfamiliar or having trouble, ask for help. If you’re familiar with some of the preferred software your institution is using, share that knowledge with your peers. Our goal right now should not be about being better than the other, but rather about helping each other, so the students benefit and have the best learning experience.

• Don’t forget to laugh! One of the main reasons why I believe educational institutions are making the shift to online learning is to not only continue classes, but also offer some sense of normalcy amidst everything that’s going on. I believe that laughter is the best medicine — it can help break the tension, make it feel a little more familiar while we’re away from each other, and make us feel just a little bit better. So, amp up the corny jokes and puns, let your students roll their eyes in resigned humor, and have a good laugh about all this. :D

• Take time to decompress. This is new for all of us — faculty, staff, students — and we’re all in this together. We may put up a strong (and funny) face for our students, and some of us may be alright, but a lot of us are still trying to make sense of this. You can’t take care of your students or your loved ones if you don’t take care of yourself. Maybe read that book you’ve been putting off, maybe watch that show or movie you’ve been meaning to see, maybe raise those endorphins with a workout, or maybe just be — do what works for you, but take some time for yourself, and decompress.

While these are just some of the things I’ve learned, I want to take a moment to acknowledge some of the people who have shared their own insights as we all try to navigate this new normal. Varkki Pallathucheril (plan ahead, but adapt your plan to your students), Anijo Mathew (first, be human, and then, look at the syllabus!), Zinka Bejtic (adapt your approach to better engage students), Phil Sheil (have a good laugh about it), and Zlatan Filipovic and Becky Beamer (share knowledge, don’t hoard it!).

Part of me still holds on to that naive belief that with the power of design, we could change the world. I think in today’s challenging times, we might all want to hold on to that belief, come together with our collective knowledge and creativity, and use design to solve pressing problems… We all need to be kind to each other, rise above this with our innate humanity, and maybe change the world a little bit in the process :)

Discovering Jamtastic Insights at the Dubai Service Jam

48 hours to change the world. Given the state of the world, that seems like an impossible task! :P However, Global Service Jam believes that with the problem inspired by a secret theme, the possibilities of collaboration, and the power of design, people can make a difference, in as little as 48 hours! 

While Global Jams initiated and oversees the Global Service Jam, Global Sustainability Jam, and Global GovJam, the local Jams themselves are run by design aficionados, united by “a common passion for growing the field of service design, innovation, and human experience.” So, when this year’s Global Service Jam was announced, as a design aficionado, I naturally put my hand up to help with the Dubai Service Jam.

As one of 124 locations around the world, this year’s Dubai Service Jam took place in the Dubai Design District, attracting almost 30 Jammers, including students, as well as professionals from medicine, technology, academia, startups, and design. As a member of the organizing team for #JamHotDXB, I didn’t partake in the challenge myself, but as facilitator and doodler, I did observe the teams in action, and took away some Jamtastic Insights! 

• Embrace the Mystery. This is probably one of the key mindsets required for design. As soon as the secret theme was revealed (the word ‘BLUE’ in black text on a yellow background #KeepTheSecret), we saw a room full of confused faces, looking for more information and clarity about what the theme meant. We had to remind the Jammers that it was okay not to have full clarity before you set out on the service design journey — one that requires you to get comfortable with ambiguity, in order to unravel the mystery that is your users’ mind.

• Become Curious. You remember when you were a kid, and wouldn’t stop asking your parent why the sky was blue or how the clouds managed to just stay up there? We have an innate curiosity in us as kids, one that gets whittled away as we grow up into ‘mind-your-own-business’ adults. It’s good to stay focused on your own lane, but when you’re designing something for someone else in a different lane, you need to adopt a curious mindset that wonders and asks why do people do the things that they do. 

• Listen and Observe. It’s not enough to just ask questions of your users — you have to listen to their responses too. Remember that you’re not looking for the answer, but rather to listen to their answer, in terms of what they do say, don’t say, and how they say it. It’s also about observation, in terms of what are your users doing and their body language, which can sometimes reveal unsaid hidden nuggets of insight.

• Encourage Diversity of Thought. Just as no two people are alike, neither are their thoughts. Jammers differed on their interpretations of the secret theme, which directions to go from the theme, which users to target, what questions to ask, what service to design, what to prototype, how to prototype, and even which flavor of jam (or jelly) goes best with peanut butter! It’s okay to be different, but rather than stoking the fire of diversity, you have to harness that diversity of thought as your source of inspiration for more cohesively designed solutions.

• Raise your anchors and look out for icebergs. Creating is fun — it taps into our inner child that loved to write, draw, and build our own little world of imagination. Investing in your ideas is good, to build them into something viable. However, sometimes we get so anchored to our ideas, that it’s hard to see anything beyond it or the potential problems with it. It helps to take a larger view of our ideas, look out for potential icebergs, and if necessary, raise our anchors, and chart a new course. Remember, it’s not about your idea, but rather about solving the problem.

• There is no one right answer, but service design is about the journey of discovering the many possible right answers. It’s alright to have multiple good ideas — some may combine into one big idea, while some may function better as independent ideas. Think individually, think together, have many ideas, build them, and test them out.

• Prototype — #DoingNotTalking. It’s not enough to just have good ideas — you have to go beyond just words, and turn them into prototypes to see what they will look like, what they will feel like, and how will your users interact with it. Prototyping also enables you to test them out to see if they’re desirable, feasible, and viable. If the prototype hits that sweet spot of the design trifecta, that might be the idea to pursue and turn into something more tangible for your target audience.

• Inspiration is all around you. The 2019 edition of the Dubai Service Jam took place in d3 — the Dubai Design District, the hub for the region’s growing community of creative thinkers. Being in that space for two days, strolling through the grounds, interacting with the various works of art, sparked both questions and ideas for our Jammers, prompting them to think differently. One of the biggest sources of inspiration was our trio of the youngest Jammers — aged 5, 7, and 10, they may not have been the target participant group for the Jam, but they certainly embraced the challenge with curiosity, thinking outside the Blue, prototyped with gusto, and impressed all the grown-up Jammers with their creative ideas.

• Adopt a Playful Mindset for a serious goal. The Global Service Jam is not just about using design to solve problems, expanding your breadth of design skills and knowledge, and learning from your fellow Jammers — it’s reminding us of the first time we likely encountered a design process and fell in love with its people-first approach and its playfulness. It’s about reigniting that spark of playfulness that helps us think more creatively, and design better solutions. For me, having fun meant conceptualizing and creating visual representations or doodles of the Jammers’ activities over the two days, to play upon the Jam’s playful mindset.

I would be remiss if I didn’t take a moment to thank Tribal Scale (Jam Venue & Title Sponsor), MCG&CO (Creative Toolbox Sponsor), and Service Design Network & SDN GCC Chapter (Community Sponsor), for all their support with the Dubai Service Jam 2019. Thank you also to all our Dubai Jammers for spending their weekend with us to connect, collaborate, and create some magic! The highlight of the weekend was working with some fantastic people — Hammad Khan, Aquila Khan, and Anthony Harrison — all focused on delivering an amazing experience, THANK YOU! :)

The High Heels of Empathy

I recently found myself in a conversation with someone who was adamant about the need to find new solutions to existing problems, but was far from empathetic about the people around him.  For every issue, he expressed his view on the problem, but was not concerned about how other people in his team felt.  He kept harping on about his proposed solution, but was dismissive about how his solution would negatively impact the other team members, and add to their already overwhelming workload.  He also expressed disdain for team members who were putting in extra hours trying to solve the current challenges, but were struggling; his view was if it didn’t solve the problem, it was because they weren’t showing enough initiative.  Given that scenario, it was no surprise that there was disengagement from work, burnout within the team, and the team’s problems just kept getting worse.

That led me to wonder whether there is room for innovation in an environment that silences the dissenting voices without listening to them; that does not value the extra efforts of its team members; and that does not display empathy for its own people, let alone its users.

Empathy is not only an essential component of business (and being a good human being), it is also one of the fundamental building blocks of the Design Thinking process, because you need to understand the people for whom you are designing.  You need to put yourself in their shoes, and truly understand their experiences, their situations, and their emotions. 

While they may share the same root of the Greek word pathos (which means feelings, emotions, or passion), it is important to differentiate between Sympathy and Empathy, as you embrace the Design Thinking process.  Sympathy is more reactive, in that it shows concern for another person, which may involve projecting feelings of detached pity and sorrow.  Empathy is more proactive, in that it seeks to understand what other people are experiencing and feel what they are feeling, with a view to do something to help them. 

While some may be naturally empathetic, Empathy is not a secret skill but an inclination, and we can take certain steps to improve it and turn it into a natural disposition. 

1. Slip on the high heels:  While the “stepping into the other person’s shoes” analogy may have run its course, humor me for a moment, and imagine that, for your entire life, you’ve only worn flip-flops.  Now, pick up a pair of high heels, slip them on, and try to stand up.  All of a sudden, you feel taller, but you also feel like you’re teetering on those stilettos.  Your jeans suddenly got dressier, but your toes feel a little squashed.  This may just be a literal change of footwear, but figuratively “stepping into another person’s shoes” gives you an idea of What other people see, say, and do.
2. Dig a little deeper:  Once you’re in the other pair of shoes, dig a little deeper to learn about that other person’s experience.  What is it like to walk in those pair of high heels?  Does the precarious balancing on skinny stilettos make it hard to walk even a few meters?  Try to learn about the other person, not just by observation, but by subtle, open-ended questions to encourage them to open up.  Digging involves trying to better understand how people feel, get context for the factors that affect their behavior, and learning more about the How of what other people see, say, and do.
3. Be Objective:  For many people, it’s not easy opening up about themselves, and they may not be completely honest – not as a conscious effort to deceive someone else, but rather as an unconscious effort to protect themselves.  They say they really love those high heels, but do they kick them off at the first opportunity?  You need to be cognizant of people’s actions and behaviors, and whether they align with their words.  Being objective involves being attentive to the differences in people’s behaviors, and thinking about the underlying authenticity and Why of what other people see, say, and do.
4. Acknowledge:  Empathy is a proactive state, which means that not only do you need to be proactive about understanding people and their feelings, you also need to be proactive about acknowledging that to the other person.  That doesn’t mean going up to the person and saying, “I empathize with you” (that would be creepy!).  It means acknowledging to the person that you understand them, their feelings, or their experiences.  For instance, if the other person has been walking in high heels for 20 minutes straight, ask them if they’d like to stop for a few minutes and rest their feet.  Or if they kick off their high heels and grumble about a shoe bite or blister, offer them a cushioned Band-Aid.  These are fairly simplistic examples, but the underlying principle of empathy is applicable across the board.  Be proactive about seeking to understand what other people are experiencing, and feeling what they are feeling, with a proactive view to acknowledge their experiences, and if applicable, do something to help them.

While slipping on the high heels, digging a little deeper, being objective, and acknowledging might help you become a little more empathetic, it is important to be aware of people’s receptiveness to external engagement.  While Empathy is a critical skill, it is not charging in with a bulldozer, but rather a diplomatic approach with a delicate touch.  Trying to understand other people and their experiences also involves trying to understand whether they would be receptive to an empathetic response.  Sometimes, the most empathetic response could be not engaging with the other person, and instead giving them their space.  People are different, and cultivating the essential skill of Empathy helps you become more perceptive about other people and how to best respond to them.

To Kill a Mockingbird’s Atticus Finch may have captured the essence of Empathy best when he said, “You never really understand a person until you consider things from his point of view – until you climb into his skin and walk around in it.”  

Author’s Note:  I am not anti-high heels, and I think they are rather pretty.  I just hope you demonstrate some empathy for me as I kick off those high heels, and slip into some comfy sneakers instead!

Design Thinking Lessons from ‘The Godfather’

Until a few days ago, I had never seen this trilogy of the trials and triumphs of the Corleone family.  The mobster genre of film isn’t really my cup of tea, but after much prodding, I decided to bite the bullet (pun unintended!), and watch ‘The Godfather’ series.  I was intrigued by the first part, fascinated by the second part, befuddled by the third part, and while I wish I could have gotten my last three hours back, I realized there were a couple of interesting lessons hiding in the shadows of “The Godfather.” 

While I wouldn’t advocate the violent approach taken in the series, some elements are strangely applicable to Design Thinking.  Now before you smother me with Post-Its (which might be preferable to sleeping with the fishes!), I’m of the opinion that you can learn from pretty much any situation (including movie trilogies), so, have a chuckle with these tongue-in-cheek insights :)

Focus on the cannoli
“Leave the gun, take the cannoli.”
Linus Pauling said, “The best way to have a good idea is to have a lot of ideas.”  While that approach does work with idea generation, you can get bogged down with more information than you need, or have more ideas than are currently viable.  It’s essential to discern the really important insights, discard the nonessential pieces, and then charge ahead with what’s really critical to your project.

Be open to compromise
“I hoped we could come here and reason together.  And, as a reasonable man, I’m willing to do whatever’s necessary to find a peaceful solution to these problems.”
However much you try, it’s going to be very hard to make everyone happy, particularly in situations where multiple stakeholders are involved.  But if you go in with an open mind, and are amenable to different approaches and seeing things from other people’s perspectives, you might arrive at a solution that meets everyone’s requirements.

Be empathetic, but not too emotional
“Never hate your enemies – it affects your judgement.”
This could be a point of contention.  Empathy – the ability to put yourself in other people’s shoes, and see things from their perspective – is one of the cornerstones of Design Thinking, and its user-centered approach to problem solving.  While you have to maintain a sense of empathy for your users, it’s important not to get too emotional, at the risk of drowning out reason.  Don’t abandon emotion and feeling, but ensure that your ideas and insights are based on rational judgement, particularly for those folks who may not be as passionate as you.

Be comfortable with chaos
“Papa’s all alone. I won’t panic.”
There’s a quote that always makes me chuckle in the midst of chaos, “If you want to make God laugh, tell him about your plans.”  It’s important to plan and anticipate problems before they happen, but even the best laid plans can fall by the wayside.  You have to be comfortable with chaos, otherwise the smallest spanner in the works is going to send you off course.  Take a deep breath, have a chuckle, embrace the chaos, and you’ll be in a better frame of mind to get back on track.

Good enough can be perfect
“Put your hand in your pocket, like you have a gun. You’ll be alright.”
In an ideal world, everything would go according to plan, and you would have all the time you need.  However, things can quite often go off course, and it becomes necessary to adapt to sometimes manic circumstances.  And while it’s important to strive for perfection, be willing to make do with what’s available, to meet the need at hand.  It echoes one of the key elements of prototyping – it doesn’t need to be perfect, it just needs to be good enough to meet the need at hand, and help you move ahead.

When I sat down to watch ‘The Godfather’ series, I thought I would finally understand what all those iconic quotes meant – although I still think “Take the cannoli” is focused on the joys of dessert!  My mind just couldn’t help drawing parallels with Design Thinking – I guess you’re always looking for what you’re most passionate about :)

Value of Design Thinking

I was recently asked, what is the value of design thinking.  That's a tricky question to answer, because anyone who knows me can attest, I am passionate about design thinking and innovation.  

I've been a proponent of it ever since my alma mater (that phrase certainly has a ring of nostalgic pride!), the Rotman School of Management at the University of Toronto, introduced me to it.  I grew to love it during all the time I spent learning about it and practicing it with the Business Design Club and Rotman DesignWorks.  I missed it even more when I wasn't practicing it, because you'd often find me muttering under my breath, "This would work so much better if we'd apply a user-centered approach to it!"

My time at Rotman may have come to pass, although I am still enthused about design thinking and innovation, soaking every bit of knowledge I can, about the space.  I'm often asked why design thinking, and simply put, it's a user-centric approach to solving problems, ergo, it makes sense.  I loved Tim Brown's view of design thinking in his book, 'Change by Design,' where he described it as "integrating what is desirable from a human point of view with what is technologically feasible and economically viable."

The part about design thinking that resonates most strongly with me is that it puts people first, not just in thinking about and solving problems, but also in everyday experiences and how might we make things better.  Design thinking prioritizes people to solve problems and delight users.  And what makes it even better is that it is iterative, with a constant cycle of curiosity, creativity and improvement.

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This may explain my passion for design thinking and innovation, although I decided to doodle it all out, and leave you with a visual of my view of the value of design thinking.  I'd love to hear what you think, about the post, the doodle, and design thinking... So, drop me a line, and let's talk! :)

Bye-bye Rail Container, Hello FlexBox!

While my journey with human-centered business design may have begun at Rotman, I was determined to not let it end at Rotman. I was determined to continue my pursuit of designing better solutions, and jumped at any and every opportunity to be able to practice my design chops (is that even a term? :P)! Fortunately, I'm not alone in that boat, and when three amazingly talented classmates and I happened to chance upon an interesting challenge to redesign rail freight, we jumped pretty high! The innovation competition challenged us to explore how might we extend network capability and improve the user experience for the UK rail freight industry.

We (Team Novus Capsa) were pretty stoked about the challenge, but we had no idea about rail freight whatsoever! Also, it was kind of tricky to figure out the freight space in the UK while we were sitting in Toronto, Canada! So, what do you do when you don't know something? You research! We reached out to brilliant academics researching urban planning, real estate economics, operational efficiencies, and marketing strategies. We spoke with seasoned professionals who shared their insights from sectors such as shipping, logistics, postal services and industry analysts. We chatted with enterprises, business owners and individuals who had previously, are currently, or may use freight or freight forwarding services at some point in the future. We are incredibly grateful for the knowledge, experiences and insights that these generous individuals shared with us, and they helped us deep-dive into the world of freight.

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With the FlexBox Prototype - who says Lego is just for kids? :P

Then, last, but not the least, we looked at the freight container itself, and that's when we realized the box had changed the space of shipping and trade. While the humble box had changed a lot, it remained relatively unchanged since its invention. Well, if we wanted to change the current state of rail freight, we had to change the box. So, that's what we did! We brainstormed, ideated, prototyped and repeated until we were out of Lego blocks!

Eventually we conceptualized a redesign of the box – "FlexBox" – where the box comes to you! It would be a unique freight solution for small and medium enterprises, with door-to-door service. Our concept was to change the box, which would change rail freight, and redefine the rail user experience. Curious? Take a peek at our concept solution, and tell me what you think!  :)