Designing a new car takes years and requires strong collaboration between thousands of people. So when the Lincoln Motor Company began developing the luxury crossover Lincoln MKC, they invited IDEO to share key design-thinking methods to employees and departments to improve the process and to land on a better product.

IDEO built a pop-up studio inside an old manufacturing bay at the company’s Dearborn, Michigan, headquarters, and organized a collaboration between IDEO designers-in-residence and Lincoln employees from different departments. During the six-month collaboration, the IDEO team built a full-scale interactive car prototype to make various in- and out-of-car experiences tangible, and collected user feedback along the way. And they shared key design-thinking methods, which helped galvanize action across different teams, and sped up understanding of design thinking.

The MKC is credited with helping the Lincoln brand outpace growth in the luxury segment by more than two-to-one over competitors. Next up is turning the heads of luxury customers in China, where Lincoln plans to open 60 stores in 50 cities by 2016.

"By bringing together all our key internal stakeholders, the MKC meets and exceeds customer expectation," said Scott Tobin, Director, Lincoln Product Development.

Despite recent advances in Peru's banking infrastructure, the Peruvian public remains largely disengaged with its country’s banks. About 75 to 80 percent of the population lacks a bank account, preferring to safeguard cash at home versus entrust it to any institution. This represents a huge challenge—and opportunity—for Interbank, one of Peru’s largest financial-services firms.

Interbank and IDEO designed a customer experience that would differentiate the Interbank brand and capture a larger share of market. The result, an experimental space called Interbank Explora, is intended to serve as an “innovation lab,” where the company can continue to try the most advanced financial service offerings and get feedback from clients.

This fun and expressive environment—designed for customers, with customers—provides a sharp contrast to competing banks in Peru, which tend to be sterile, formal places that look like hospitals and have long lines. In its initial 60 days of operation, Explora exceeded expectations: Sales more than doubled overall, customer satisfaction rates improved from 33 to 84 percent, and profitability grew, including a 138 percent gain in non-interest-income activities.

Whether it’s the receptionist’s smile at check-in, the tasty snack at the bar, the thoughtfully designed lobby, or an easy-to-use mobile app, a hotel is no longer just a place to sleep—every detail plays a part in how much customers enjoy their stay.

Multinational hotel company IHG asked IDEO to help revamp its Holiday Inn Express brand in Europe—everything from public spaces to food and beverage, digital, and guest room interiors. Through their research, designers learned that the brand’s guests are independent and value-conscious, and appreciate a human touch. And yes, they prize good design.

Designers created a series of principles that informed every part of the hotel chain’s next-generation experience—things like a to-go concept for breakfast, an easy way for guests to stream their own media through their room’s TV, and assigned quiet floors for business-weary travelers.

As IHG rolls out the next-generation guest experience in the UK and across Europe, smart travelers can expect to check in to a high-touch, well-designed hotel.

“A hotel room is no longer just a place to sleep. This investment in guest insight and innovation is enabling us to stay ahead of the game,” said Mike Greenup, Vice President, Brand Management, Holiday Inn Brand Family, Europe.

Dealing with medication can often be a bigger pain than the ailment itself. Standing in long lines at the pharmacy, keeping up with expiration dates, making sure you take this medicine with food and that one on an empty stomach—it can be overwhelming.

An online pharmacy called PillPack had a mission to make it easier. PillPack worked to build a prescription home-delivery system that takes the pain out of the whole process. The venture brought their business to IDEO’s Cambridge office as a startup-in-residence, and worked with designers to fine-tune their offer and showcase it to the world.

Here’s how it works: Your doctor sends your prescriptions straight to the pharmacists at PillPack, who organize the medications—including refills, over-the-counter drugs, vitamins, and supplements—into presorted, personalized packets. These tidy little packets are labeled by date and time and delivered to your doorstep. Every 14-day supply of medication fits neatly into an IDEO-designed durable dispenser that is meant to become part of customers’ routines and fit seamlessly into their homes. IDEO also designed a travel pouch that makes taking medicine on-the-go simple and discreet. For those who need a human to talk to, pharmacists at PillPack's pharmacies are available anytime via phone or email to answer questions.

PillPack was the second startup-in-residence to work with IDEO Cambridge. Company founders Elliot Cohen and TJ Parker joined forces with the design team to redefine how consumers engage with their pharmacy. During the three-month residency, the teams focused on making sure that every customer interaction with PillPack—from signing up for the service online to using its product daily—was straightforward and reassuring.

Designers worked to refine the company’s brand vision, strategy, and identity across channels, and used this framework to completely redesign PillPack’s website, as well as a private dashboard for customers and a suite of physical products.

The result was a set of tools that reflected a true understanding of PillPack’s customers, a well-articulated product and service, and a human-centered approach. PillPack is still the only independent pharmacy in the U.S. that serves customers nationwide.

“PillPack has revealed the massive potential of combining design thinking and the drug market... This simple innovation makes life easier for seniors who can be a bit forgetful and have difficulty with bottles,” Wired wrote in an article about the company. “Younger patients with active lifestyles and chronic diseases can just pull as many packets as they need and go. All told, PillPack means you’ll never have to help your grandma sort pills into a tacky day-of-the-week organizer again.”

In June 2018, Amazon outbid other retailers to acquire PillPack for $1 billion.

First came the jolt of panic, followed by furious digging through my bag, and slapping my pockets, the whole time chanting, “Please say I didn’t forget my phone!” There I was, standing just past the airport security checkpoint on my way to catch my connecting flight home from Japan, totally empty-handed. Bye, phone.

Once I stopped hyperventilating, I had a few hours strapped to an airplane seat to consider the following: What would it feel like to live without a smartphone?

Since I was already stuck without one, I decided to turn my predicament into a personal experiment: one month, no smart devices of any kind. Here’s what those 30 days taught me—and how the experiment made me rethink the way I approach design.

Less might be more

My first observation was that I was suddenly fully engaged with everything—my surroundings, the people around me, even that TV show that I thought I liked, but really just glanced at between text messages. I was pleased to find that conversations suddenly became much more meaningful. When I had my phone in hand, I was always subconsciously waiting for a buzz, and partially disengaged from the people in front of me. And when the buzz happened, I stopped listening to them completely. Without the added distraction, interactions became much more fulfilling.

As an interaction designer, I spend a lot of time creating user-friendly interfaces, but this experience made me wonder exactly how accessible things should be. Now I ask myself, are there elements that are competing with instead of enhancing an experience? Would a user benefit from something just a little less sticky?

Lose the escape hatch

Some of you may remember a time when you couldn’t just text your friend to say that you’re running late or *cough*cough* aren’t feeling well and can’t make it. We’re all guilty of it. The beauty of not having a phone was that it forced me and my flaky friends and family to pre-plan and be on time*. By removing the option to be late or back out, there’s much less to think about besides showing up and enjoying each other’s company.

When we’re designing technology, do we always need a back or undo button? How does that affect outcome and behavior, and can we use it to our advantage? For instance, with questionnaires, how do answers vary if there’s no way to change them?

*side note: Do look up where you are going ahead of time, because no phone = no maps.

It really, truly can wait

At the beginning of the experiment, I had a few phantom limb moments where I went to grab my phone to check tomorrow’s weather, or look up the definition of apocryphal, or text that random gif to a friend. In most situations, my first instinct was to whip out my phone. Not having access to everything forced me to slow my pace, and made my world feel a whole lot smaller, and, in some ways, less overwhelming.

In an era where you can shop for a pair of pants online and have it delivered to you within the hour, are there moments that can be enhanced by building in pause? What can a little friendly friction do to help slow things down to enhance and experience?

Automation isn't always rewarding

There’s no question that the smartphone affords us many conveniences—I’ve undoubtedly plundered every mobile subscription, delivery, and transaction possible. But streamlining every aspect of my life left me longing for those small moments of accomplishment that I used to get from figuring it out on my own. For instance, without access to ridesharing services, I found myself walking or taking public transit everywhere. Great for my lungs, the environment, and my wallet. The same goes for social sharing: Much of the reason we share online, is for the reactions we get in return. And by moving from an asynchronous share to a synchronous share, you’re rewarded by actually seeing someone laugh instead of an emoji reply posted 34 minutes later. Mic drop.

Just because we can automate, doesn’t always mean we should. The unpredictability of human behaviors is what makes the mundane more interesting, after all. How can we integrate these real life moments into the designs we create?

Since the big experiment, I’ve rejoined the flock and am now wielding a shiny, new phone with a notch in it. But I haven’t forgotten the lessons I learned—or how important it is for designers to get out of their comfort zone. And next time I need a little inspiration, I may just leave it at home.

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As an interaction designer, I have a love-hate relationship with my phone. On one hand, my job requires instant access to apps, prototypes, Slack... the list goes on. On the other, tech addiction is real. Even if I might try to ignore the invisible handcuffs that tie me to my phone, I was always reaching for it.

Until, of course, I lost it.

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Moving trucks aren’t always built for convenience. After all, they’re meant for hauling cargo, not a luxurious drive. But they are chock full of packing tape. When I hopped in the front of our mover’s truck to pick up some furniture at the storage unit, I smiled to see this ingenious workaround. A cup holder for your soda pop using a roll of packing tape, secured with—what else—packing tape.

Human-centered design requires us to observe human behavior with beginner's eyes, so that we can spot the innate ways people interact with the world around them. We call these intuitive and unconscious reactions Thoughtless Acts, and IDEO designers collect photos of them to inspire their work.

The idea came to me on a Saturday in June, before I had told anyone I was pregnant. I was flopped out on a sandy couch with my niece and nephew after a day at the beach, their level of post-sun exhaustion matching my first trimester fatigue. Their mom, my sister-in-law, recognized an opportunity to steal away for a shower, and put on an early 80s episode of Mr. Rogers’ Neighborhood. Both of these kids have been raised mostly screen-free, and their mom was just starting to let them watch what she called “slow TV”: mostly nature documentaries, the occasional Aquanauts episode, and of course, Mr. Rogers.

This particular episode began with Fred Rogers trying to fix a leaky faucet with a new rubber washer. But he didn’t have the right size washer, so he goes to visit a local handyman. Rogers asks some questions about a shovel the handyman is fixing, and then is shown a wide selection of washers, and takes his time picking out one of the correct size. This takes place over the course of roughly 10 minutes, in real time. It’s a prime example of “slow.”

My niece and nephew were transfixed, mouths open. Seeing Mr. Rogers select a piece of kitchen hardware appeared to be the most incredible thing they had ever witnessed.

I want the same thing for my son.

I’m a software designer with a background in web development and computer science. I grew up loving computers and the internet. We had an Apple IIE for as long as I can remember, and my engineer dad taught me BASIC as soon as I could read. My first introduction to the internet was when our family got a CompuServe subscription in 1994. I couldn’t do a whole lot on it, but I’d jump into chat rooms and talk about the X-Files and Monty Python. Technology was always a part of my life.

But when I look back on all this, I realize how lucky it was that I got to grow up in this particular moment of technological disruption. I wasn’t plopped into a world governed by technology—the internet’s control over the world grew right along with my own.

Now, though, I keep reading articles about the ways the internet is changing our brains. Social networking is making us more isolated and risk-averse. The current generation of teens growing up, digital natives all, are the safest and the most depressed yet. And I worry about what it will mean for my child, born into a world moving at the speed of Twitter. This anxiety has become more real and intense every week of the 39 I’ve been pregnant. I assume it will let up sometime in the next three or four decades.

Lately, I’ve been thinking a lot about calm technology—a term coined by Mark Weiser and John Seely Brown of Xerox PARC in a 1995 white paper, researched further and developed into a book by Amber Case. Here are the Cliffs Notes: Calm technology should require the smallest amount of attention possible from the user; it stays at the periphery rather than being center stage; and it should “amplify the best of technology and the best of humanity.” It’s that last one that stuck with me.

I don’t have to be a luddite to protect my child—I can use my skills as a technologist, including basic hardware hacking, to moderate the world I want my child to live in. By creating this TV, I can give him the calm environment I was lucky to grow up in. While he’s small, his TV will be a 30-pound, wood-paneled monster that I found the on the street, with a dial and 12 channels he can flip between—no more, no less—all programmed by me. So far, none of the content goes above a PG-rating, and one channel is all Mr. Rogers, pleasantly chatting with his handyman neighbor, carefully choosing just the right washer.

Eventually, my son will know about Netflix and binge-watching. He will know about YouTube and those bizarre AI-generated children’s shows. He will know about games that have been designed by the best minds of our generation to be more addictive than the cigarettes I hope he’ll avoid when he’s older. He will know about so much more that I can’t begin to predict. But for a while, he’ll be blissfully unaware, able to grow and think and develop at a child’s pace.

I am making a TV for my future son. It’s nearly finished, though I’m still working out a few kinks in the scheduling API, and I need to solder the hardware channel switcher. It’s a side project that’s been simmering for several months now that I plan to release soon—not unlike my baby.

The Design on Aging booklets give entrepreneurs and organizations tools for designing human-centered products and services for older adults. The two publications, Connected Living and Independent Living, explore how design can help older adults stay socially connected and physically mobile as they age. Presented alongside 4 distinct profiles representing the behaviors and mindsets of people over 50 years old at high risk of isolation, the booklets provide practical frameworks and design exercises to help organizations generate impactful solutions.

IDEO developed the Design on Aging booklets with Project Catalyst—a pioneering research collaboration between AARP, UnitedHealthcare, Pfizer, and MedStar Health.

Download the books on Independent Living and Connected Living.

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.