Giving food assistance is about more than handing over a box of groceries. It’s about allowing people to make their own choices.

But the pandemic only narrowed people’s choices. Undeterred, Northern Illinois Food Bank (NIFB) put people’s needs above everything else, leading to innovations that could improve food banks everywhere. IDEO recruited neighbors to co-design a new digital tool intended to improve people’s access to food. Local residents provided more than insights—they steered design decisions and helped transform the relationship between NIFB and the community.

Northern Illinois Food Bank’s My Pantry Express app allows people to browse and order groceries online and to choose a pickup time and location that works for their schedule. We designed the app to provide useful information on dietary preferences and to be inclusive of cultural differences. The result allows choice and flexibility, helps prevent food waste, and preserves the dignity of shoppers throughout the process by making My Pantry Express feel like any other grocery site.

Ultimately, Northern Illinois Food Bank and IDEO’s strategy for success relied on new metrics. In addition to measuring effectiveness in pounds of food distributed, we found new ways to measure shoppers’ satisfaction—a solution that works better for all parties involved because it was designed by all parties involved.

An estimated 1 in 8 Americans experience food insecurity.

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The food insecurity rate is 2-3x higher for persons of color than for white households.

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60% of food insecure households do not use food pantries.

1.9M

meals distributed through My Pantry Express in 2021

50%

increase in distribution from prior year

To create Bendable, IDEO worked alongside the people closest to the problem, so every important decision grew out of their experience.

IDEO and the Drucker Institute aligned with the library system and city leaders in South Bend, Indiana, on a single objective: build a learning platform that offered education opportunities to people affected by the decline of manufacturing in the region. But even the earliest phases of research revealed that there’s no common profile that matched the diversity of learners. There are innumerable reasons why people seek to learn and as many barriers holding them back.

Knowing this, South Bend residents were the acknowledged authority for this work, and a design consultancy all their own. This radically simplified crucial decisions. Negative associations around traditional education led people to seek knowledge from those they already trusted. And they often lacked awareness about or the ability to access the many free resources already available.

The residents of South Bend helped the entire consortium see that the city wasn’t under-resourced but under-connected. That insight, and the power the community and the library system held to rectify it, made Bendable into the people-driven, connection-based learning platform it is today.

By 2025, as many as 85 million jobs will be displaced by automation, yet 97 million new ones could emerge.

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More than a third of adults pursuing postsecondary education before the COVID-19 pandemic were forced to abandon those plans.

25

programs and other resources offerings are now available to residents of South bend

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states have begun to integrate Bendable into library systems

Protecting the right to vote means ensuring that all citizens can cast their ballots privately, independently, and easily.

With that principle in mind, Los Angeles County sought out a design strategy firm to create a next-generation, customizable system that would meet the needs of its large and diverse voter population while satisfying myriad voting regulations. The result: an accessible, self-enclosed ballot-marking device with a touchscreen that allows any voter to easily navigate, mark, verify, and submit a paper ballot. We also worked to improve the entire voting experience, including vote-by-mail ballots, interactive sample ballots, and the tally process.

As with any inclusive design, details matter. Voters with vision impairment or reading disabilities can opt for audio and tactile experiences with the push of a few simple buttons. And for voters who prefer to read the ballot in their native language—Spanish, Chinese, Korean, or any one of the 11 others supported by the county—the device lets them select their preference.

After extensive research and testing with constituents, we designed a solution that makes voting easier for anyone. And knowing that the only constant is change, we made the system flexible enough to adapt to emerging needs and technologies, protecting voters’ rights now and in the future. Read the full case study here.

26% of American adults have some type of disability. In the 2020 election, 18% of disabled voters nationally reported difficulty voting, about twice as many as non-disabled voters.

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In 2020, national voter turnout among disabled people was 7% lower than among non-disabled people in the same age group.

"Intuitive & secure"

was the sentiment most Los Angeles County voters expressed about the new voting system after the 2020 primary election

Conservation International is made up of conservation experts. To bolster its work, we bring a focus on scale, speed, and the human element to every project.

How does that look in the field? To restore the forest of Fiji, Conservation International paid a cash incentive to the community to buy, plant, and care for new trees and foliage. But once those cash incentives stopped flowing, the work ground to a halt. Taking a human-centered-design approach, one employee uncovered an insight: Fijians are more motivated to help in exchange for longer-term, noncash incentives like building infrastructure in villages. Small projects such as footpaths, repairs to communal trucks, beehives, or sports programs for youth continually reminded the community that the environment is a provider for their families, imparting a feeling of shared ownership in its conservation.

Stories like this, repeated around the globe, are how we hope to help Conservation International find sustainable outcomes. Our work together, including a six-month fellowship to help emerging leaders develop new capabilities, and a series of strategic, future-focused events for executives, has brought more tangibility and deeper collaboration to the organization.

Together we hope to create businesses, food solutions, and energy alternatives that conserve nature, and improve human health—because humans are a part of nature, too.

The scientific community overwhelmingly agrees that we have ten years to drastically cut greenhouse gas emissions or humanity will suffer devastating consequences.

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We need to conserve one third of the global ocean using area-based measures and ensure at least 75% of seafood is harvested using socially responsible, environmentally sustainable methods by 2030.

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75% of the world’s poor rely on agriculture for their livelihoods, which in turn depends on nature for pollination, irrigation, and soil replenishment.

20

leaders integrated human-centered design into annual goals, project pipelines, and fundraising efforts

20%

of the organization is now involved in design-thinking projects

Over the years, Tom Kelley has observed the roles that people can play in an organization to foster innovation and new ideas, while offering an effective counter to naysayers. He shares these strategies for driving creativity forward in The Ten Faces of Innovation.

Among these approaches are the "Anthropologist," the person who goes into the field to see how customers use and respond to products, to come up with new innovations; the "Cross-Pollinator," who mixes and matches ideas, widely disparate people, and technologies to create new ideas that can drive growth; and the "Hurdler," who instantly looks for ways to overcome the limits and challenges to any situation.

Filled with engaging stories of how companies such as Kraft, Samsung, and Procter & Gamble have incorporated IDEO’s thinking to transform the customer experience, The Ten Faces of Innovation is an extraordinary guide to nurturing and sustaining a culture of continuous innovation and renewal.

About the Ten Faces

The Learning Personas

Individuals and organizations need to constantly gather new sources of information in order to expand their knowledge and grow, so the first three personas are learning roles. These personas are driven by the idea that no matter how successful a company currently is, no one can afford to be complacent. The world is changing at an accelerated pace, and today's great idea may be tomorrow's anachronism. The learning roles help keep your team from becoming too internally focused, and remind the organization not to be so smug about what you “know”. People who adopt the learning roles are humble enough to question their own worldview, and in doing so they remain open to new insights every day.

The Anthropologist is rarely stationary. Rather, this is the person who ventures into the field to observe how people interact with products, services, and experiences in order to come up with new innovations. The Anthropologist is extremely good at reframing a problem in a new way, humanizing the scientific method to apply it to daily life. Anthropologists share such distinguishing characteristics as the wisdom to observe with a truly open mind; empathy; intuition; the ability to "see" things that have gone unnoticed; a tendency to keep running lists of innovative concepts worth emulating and problems that need solving; and a way of seeking inspiration in unusual places.‍

The Experimenter celebrates the process, not the tool, testing and retesting potential scenarios to make ideas tangible. A calculated risk-taker, this person models everything from products to services to proposals in order to efficiently reach a solution. To share the fun of discovery, the Experimenter invites others to collaborate, while making sure that the entire process is saving time and money.‍

The Cross-Pollinator draws associations and connections between seemingly unrelated ideas or concepts to break new ground. Armed with a wide set of interests, an avid curiosity, and an aptitude for learning and teaching, the Cross-Pollinator brings in big ideas from the outside world to enliven their organization. People in this role can often be identified by their open mindedness, diligent note-taking, tendency to think in metaphors, and ability to reap inspiration from constraints.

The Organizing Personas

The next three personas are organizing roles, played by individuals who are savvy about the often counter-intuitive process of how organizations move ideas forward. At IDEO, we used to believe that the ideas should speak for themselves. Now we understand what the Hurdler, the Collaborator, and the Director have known all along: that even the best ideas must continuously compete for time, attention, and resources. Those who adopt these organizing roles don't dismiss the process of budget and resource allocation as “politics” or “red tape.” They recognize it as a complex game of chess, and they play to win.‍

The Hurdler is a tireless problem-solver who gets a charge out of tackling something that's never been done before. When confronted with a challenge, the Hurdler gracefully sidesteps the obstacle while maintaining a quiet, positive determination. This optimism and perseverance can help big ideas upend the status quo as well as turn setbacks into an organization's greatest successes—despite doomsday forecasting by shortsighted experts.‍

The Collaborator is the rare person who truly values the team over the individual. In the interest of getting things done, the Collaborator coaxes people out of their work silos to form multidisciplinary teams. In doing so, the person in this role dissolves traditional boundaries within organizations and creates opportunities for team members to assume new roles. More of a coach than a boss, the Collaborator instills their team with the confidence and skills needed to complete the shared journey.‍

The Director has an acute understanding of the bigger picture, with a firm grasp on the pulse of their organization. Subsequently, the Director is talented at setting the stage, targeting opportunities, bringing out the best in their players, and getting things done. Through empowerment and inspiration, the person in this role motivates those around them to take center stage and embrace the unexpected.

The Building Personas

The four remaining personas are building roles that apply insights from the learning roles and channel the empowerment from the organizing roles to make innovation happen. When people adopt the building personas, they stamp their mark on your organization. People in these roles are highly visible, so you’ll often find them right at the heart of the action.‍

The Experience Architect is that person relentlessly focused on creating remarkable individual experiences. This person facilitates positive encounters with your organization through products, services, digital interactions, spaces, or events. Whether an architect or a sushi chef, the Experience Architect maps out how to turn something ordinary into something distinctive—even delightful—every chance they get.‍

The Set Designer looks at every day as a chance to liven up their workspace. They promote energetic, inspired cultures by creating work environments that celebrate the individual and stimulate creativity. To keep up with shifting needs and foster continuous innovation, the Set Designer makes adjustments to a physical space to balance private and collaborative work opportunities. In doing so, this person makes space itself one of an organization's most versatile and powerful tools.

The Storyteller captures our imagination with compelling narratives of initiative, hard work, and innovation. This person goes beyond oral tradition to work in whatever medium best fits their skills and message: video, narrative, animation, even comic strips. By rooting their stories in authenticity, the Storyteller can spark emotion and action, transmit values and objectives, foster collaboration, create heroes, and lead people and organizations into the future.

The Caregiver is the foundation of human-powered innovation. Through empathy, they work to understand each individual customer and create a relationship. Whether a nurse in a hospital, a salesperson in a retail shop, or a teller at an international financial institution, the Caregiver guides the client through the process to provide them with a comfortable, human-centered experience.

Purchase

Know someone who might love this book? Here are some options for purchasing The Ten Faces of Innovation:

• Order the US version from Amazon
• Order the Japanese version from Amazon
• Order the UK version from Amazon
  

Essential reading for every single person in your organization—even the CEO should read it! Each page contains a nugget that's worth the price of the entire book. Wow. - Seth Godin, Author of Purple Cow and Tribes‍

Tom Kelley has unlocked the magic box of innovation for corporate America. - Bruce Nussbaum, BusinessWeek

The role of the devil’s advocate is nearly universal in business today. It allows individuals to step outside themselves to raise questions and concerns that effectively kill new projects and ideas, while claiming no personal responsibility. Nothing is more potent in stifling innovation.

IDEO Method Cards are a tool to showcase methods we use to inspire great design and keep people at the center of our design process. Each of the 51 cards describes one method and includes a brief story about how and when to use it.

It's not a "how to" guide—it's a design tool meant to explore new approaches and help you develop your own. Use the deck to gain a new perspective, inspire a team, turn a corner, or try a new approach.

Created in response to requests from clients, colleagues, students, and teachers, IDEO Method Cards are intended as inspiration for practicing and aspiring designers, as well as those seeking a creative spark in their work.

I use the Method Cards mainly as tools for process design. They are great for groups who are working on solving a particular 'How do we get from here to there?' kind of problem.

~Craig Pelkey Landes, Fast Company

Here's where you can get the IDEO Method Deck:

IDEO Method Cards are available exclusively from William Stout Architectural Books in San Francisco. Call them at 415-391-6757 or click here to purchase online.

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To demonstrate our process for innovation for a 1999 episode of ABC’s late-night news show Nightline, IDEO created a new shopping cart concept, considering issues such as maneuverability, shopping behavior, child safety, and maintenance cost. The show concentrated on IDEO’s design process, recording as a multidisciplinary team brainstormed, researched, prototyped, and gathered user feedback on a design that went from idea to a working appearance model in four days.

The nestable steel frame lacks sides and a bottom to deter theft, and holds removable plastic baskets to increase shopper flexibility, help protect goods and provide a method to promote brand awareness. A dual child seat uses a swing-up tray for a play surface, and a hole provides a secure spot for a cup of coffee or a bunch of carnations. One of the unique — and potentially patentable — features of the cart is the design of its steerable back wheels. Normally fixed straight for stability and familiarity, an easy sideways effort allows the wheels to turn left or right. Pushing the cart forward puts the wheels straight again.

Note: The footage of the Nightline episode featuring the shopping cart is owned by ABC. They've made it available for purchase to stream, or as a DVD, here.

I help organizations cut through complexity by shaping how they show up, through brand strategy, identity, and storytelling.

Working at the intersection of brand and business, I bring an editorial eye and a bias toward making—turning ideas into tangible experiences that people can understand, trust, and believe in.

My work spans government, healthcare, financial services, media, and consumer goods, from launching Gen Z-focused ventures to building innovation labs and reimagining legacy brands. I relish moments of ambiguity and enjoy translating across teams, perspectives, and priorities to move ideas forward.

I started my career in editorial and digital design, shaping cross-platform experiences and identity systems in publishing and agency environments. That foundation still shapes how I work today: I’m detail-oriented, collaborative, and overreliant on the Oxford comma. I hold a BFA in Visual Communication from the School of the Art Institute of Chicago.

For 25 years, I've asked the same question: Who does this design exclude—and what are we going to do about it?

My work spans human-centered strategy, inclusive design, and qualitative research, with clients ranging from Microsoft, Google, and Verizon to the National Science Foundation, and San Francisco Unified School District.

Before IDEO, I taught elementary school in East Palo Alto and spent a decade doing design work with social service organizations—where I learned firsthand what it costs people when systems are built without them in mind.

I am currently writing User Error, a nonfiction book about digital access and the design decisions behind it. I live in Oakland, California.

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My expertise spans brand, communication, and product design across tech, education, the arts, and social impact.

I believe great work demands both high-level vision and obsessive attention to detail, and only happens through collaboration.

I bring an inclusive, hands-on approach and a deep understanding of business, which enables me to consistently deliver excellence while always asking why.

Before joining IDEO, I worked at the brand firms Pentagram and VSA Partners. I began my career as a designer, leading teams at the School of the Art Institute of Chicago and the Milwaukee Art Museum. I hold an MFA in graphic design from Maryland Institute College of Art and a BFA in communication design from the Milwaukee Institute of Art & Design, and have taught at some of the best design schools in the US.

I am responsible for IDEO’s long-term success in China and working with clients to use design as a tool to enable growth. Specifically, I have helped Chinese companies design holistic brand solutions through the development of their products, communication, services, and innovation teams, and I have helped multinationals expand their presence and influence in China.

I advise global leaders on developing China-led innovation and capabilities.

In over 15 years in IDEO Shanghai, I have worked on projects that use design to elevate the quality of the experience of healthcare products and services, streamline processes that increase productivity, create spaces and programs that promote and enable inclusive communities, and build next generation mobility solutions that are planet-positive.

Before joining IDEO, I worked at Philips Electronics and the Electrolux Group in Italy, the Netherlands, and Singapore on a number of breakthrough commercial products. I am a member of the Young President Organization in Shanghai.

Most AI products today are built for work—a space with clear problems and established systems. One founder noticed a gap: personal life is messier, harder to systematize, and mostly left behind by the AI boom. So she built Cue, a personal AI that lives inside iMessage and group chats, to go where the other tools haven't.

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In this episode, Becca Carroll, IDEO's Chief Strategy Officer, talks with Sida Li, co-founder and CEO of Shared Context Lab, about staying anchored to a human need while the technology around her keeps changing shape, why she treats her business model with the same rigor she'd bring to a product, and what it feels like to build a company at this particular, disorienting moment in AI.

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The conversation also gets into how Sida makes design decisions: the language Cue uses to describe itself, the tradeoffs behind building inside iMessage instead of a new app, and a real story about a business idea that didn’t pan out.

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This is the second in a two-part series profiling founders from IDEO's Startups-in-Residence program. The first conversation is with Johannes Seemann, founder of Sooner, on designing GenAI for the emotional side of money.

Most personal financial tools are built to run the numbers and optimize towards a budget. While that works for some, most people experience money as a lived relationship that does not neatly fit into a spreadsheet. Johannes Seemann and Becca Carroll discuss why money is emotional before it is mathematical, and what a human-centered approach to building a generative AI financial product looks like in practice.

Mina Seetharaman talks with Scott Shigeoka, author of Seek and Head of Curiosity Cultivation at the Eames Institute, about what distinguishes genuinely curious leadership from performative curiosity, how power dynamics shape curiosity, and why practicing curiosity can restore energy rather than drain it.

Mina Seetharaman talks with David Epstein, author of Inside the Box and Range, about why total freedom often produces average work, how leaders can design useful limits on purpose, and what organizations such as General Magic and Pixar reveal about the relationship between boundaries and creativity.