Insights

The parallels between pandemic-related problems and product and service design issues create an intriguing design process conversation. It’s critical to get the right message to the right people at the right time, as the pandemic reminded us. For example, the UK’s NHS “Stay at home” campaigns were clear, concise, and used effective information design. The minimalist designs of “How to wash your hands” infographics also reduced cognitive load.

“Design Thinking is an iterative process in which we seek to understand the user, challenge assumptions, and redefine problems in an attempt to identify alternative strategies and solutions…”

Great design is simple, beautiful, and easy to use. It creates a sense of purpose and place. It responds to user needs, and it just works. Aside from these characteristics, how can we know whether a design is “good”? Moreover, how can a business know whether the investment of time and money into a design was worth it?

Last year, I left my peaceful full-time job, became a freelance design consultant, and eventually, among other things, had found myself designing and delivering workshops on design thinking, customer journey mapping, and service design. At a certain point, I was asked to curate a short four-day course, which meant thinking through everything from overall curriculum to daily agenda and roles of invited lecturers and tutors.