Looking to understand the role of instant noodles in middle-class Chinese life, the IDEO team conducted in-home research with consumers across a range of life stages and levels of attachment to noodle culture and convenience foods. The first finding was reassuring: Everyone kept instant noodles at home. The category still had a place in middle-class kitchens. But beneath that was a more complicated, emotional story—and an unmet need for convenience and quality to coexist in a single product.

The team discovered that instant noodles are more than just a quick, on-the-go meal; they are a nostalgic comfort food that evokes fond memories. But since their heyday, their role in daily life has evolved. Once a complete meal in itself, instant noodles now often function as a versatile flavor base or culinary accent in other dishes. Because they don’t align with the healthier, higher-quality, and more novel food choices that middle-class consumers aspire to, noodle shops, delivery noodles, or fresh-cooked instant options often win out. Yet, even these alternatives come with trade-offs. Delivered noodles lose texture during transport. Sit-down noodle shops preserve quality but offer limited flavors.  Cooking from scratch meets the bar for both texture and flavor, but requires a significant time investment. As one young mother said, “If I could get the texture of fresh-cooked noodles without turning on the stove, I’d buy that instant noodle for sure.”

The research inspired the creation of a new category, which the team termed “fresh-brewed noodles.” More than just a noodle or broth upgrade, Master Kong’s fresh-brewed noodles would offer the speed of instant noodles with the quality of freshly cooked options, plus flavors not found in traditional noodle shops. The strategic positioning was clear. Executing it by making fresh-brewed noodles mass-producible, affordable, and eventually profitable presented a category-innovation challenge. To get there, IDEO designed a series of dual-track co-creation workshops with the Master Kong team and consumers.

One track focused on prototyping the core product experience: noodles, broth, and toppings. IDEO and Master Kong’s R&D team began by studying the traditional craft of Chinese noodle-making, starting in Shanxi, a region renowned for its noodles. Through successive rounds of prototyping and consumer tasting, the team identified a critical insight: for “fresh-brewed noodles” to be convincing, the innovation had to be centered on the noodles themselves.

Texture alone was not enough. Consumers needed to see a meaningful difference before they tasted the product. IDEO translated this insight into a distinctive noodle profile: irregular, dimensional shapes designed to remain springy, hold sauce and broth, and mimic the resilience of freshly cooked noodles using only hot water. Because this visible shape represented the product’s core value proposition, it became a hero feature on the packaging. The graphic design made a bold visual statement about the noodle form, turning a technical R&D breakthrough into an immediately legible consumer promise: these are not ordinary instant noodles.

A parallel track explored the broader commercial experience: trend-forward and reimagined classic flavor profiles, light yet deeply satisfying broths, carefully selected toppings, and packaging that signals a new level of quality on store shelves. One key insight was that utensils carry meaning. Conventional instant noodles are often associated with disposable plastic forks, while higher-quality noodles are eaten with chopsticks. IDEO translated this cultural cue into the design of the bowl’s lid.

Instead of treating utensils as an afterthought, the team designed a solid, rounded, heat-retaining lid that embeds a pair of small wooden chopsticks. The gesture creates a small ritual of anticipation and reframes the product—not just a convenient instant meal, but a more considered noodle experience. Once opened, the product fulfills that promise with satisfyingly bouncy noodles, a rich liquid broth pouch that replaces the traditional oil-and-powder packet, and a vegetable packet reformulated with more premium whole ingredients.

The first batch of “Te Bie Te” Fresh-Brewed Noodles—Chinese wordplay that emphasizes “special”—launched in August 2025 with three trendy and tried-and-true flavors. Within just three days, sales exceeded 100,000 bowls. Within a week, “Te Bie Te” topped the instant noodle category sales ranking on Douyin, China’s domestic counterpart to TikTok. The outcome was bigger than a product launch—it served as proof that a mature, declining category could be fundamentally reinvented to meet consumers’ real needs. For Master Kong, the project became a North Star and a model for internal category innovation in beverages, ready-to-eat foods, and beyond.

Once a popular, affordable staple, the instant noodle category in China has been declining rapidly due to shifting demographics, rising food delivery options, and increasing customer demand for healthier, more nutritious meals.

‍

According to the World Instant Noodles Association, between 2020 and 2023, China’s instant noodle consumption fell by 4 billion packs.

100,000+

“Te Bie Te” bowls sold in the first 3 days on the market

#1

on Douyin’s instant noodle category ranking within one week of launch

Taylor’s legacy began in 1969 with the founding of Taylor’s College and soon expanded to include Taylor’s University, one of Southeast Asia’s top private universities, as well as many other institutions that serve 35,000 students per year. The family-owned group also operates Taylor’s International Schools, Garden International School, and Nexus International School for students ages 4 to 18. In Kuala Lumpur, Malaysia’s capital city, annual tuition at premium private schools like these ranges from about $10,000 to $25,000 USD. Taylor’s wanted to do something different: provide the same level of academic rigor and immersive learning experiences at one-third the cost.

IDEO began by speaking with over three dozen students, parents, teachers, and experts across the capital to understand what was working, what wasn’t, and what was missing from such moderately priced international schools.

A few themes quickly emerged. Families, students, and teachers were worried about the stability of these new private schools, which tended to have higher-than-normal teacher turnover rates and were plagued by financial instability, negatively impacting talent attraction and retention, as well as student learning. Parents appreciated that the schools offered holistic learning experiences, such as field trips to rural areas, including jungles, but wished they were more consistently part of the curriculum. And now, the looming challenge of AI—how to use it, how to teach it, and how to teach with it—was in the background, a persistent cause for concern. The big unmet need? Reassurance that Taylor’s was thinking long-term and systematically about developing the skills, knowledge, and mindsets that would prepare students for an ever-changing world. Parents wanted a school that measured growth in academic, social, and character terms over generations, not just school semesters.

With these insights in hand, IDEO began developing a design Playbook for Taylor’s new brand—Lexel International Schools. A combination of “lexicon” and “excellence,” Lexel’s mission is “building what lasts, learning for life.”

The schools are centered around three key differentiators: 

• Always Ahead: Lexel schools commit to staying current with the topics and subject matter they teach, as well as the tools they provide to students, parents, and teachers.s.  
  ‍
• Learning That Builds for Life: The schools ensure programmatic, systemic, and consistent learning experiences from Pre-K to Year 11. Interested students can even continue their post-secondary journey in partnership with Taylor’s University and other higher education institutions within the Taylor’s ecosystem.
  
  
• Educators for the Long Run: These schools commit to ongoing investments in professional growth opportunities for teachers and stable learning environments for students.

Four Lexel Literacies—AI, Digital, Financial, and Nutrition—integrated into the Cambridge Curriculum bring the school’s vision and mission to life.

By systematically integrating AI literacy into its spiral education framework, in particular, an approach where major topics are revisited multiple times through a curriculum to build fluency over time, Lexel ensures parents that the school is thinking a decade ahead from Day One, setting the school apart. In addition to enhancing AI fluency, Lexel offers unique end-of-term experiences called Jungles & Junctions.

Combining three important strands of learning—community engagement, nature-based personal and interpersonal development, and career and university exploration—Jungles & Junctions leverages Taylor’s extended educational network and Lexel’s strategic founding campus within the Gamuda Gardens development in Selangor. Surrounded by tropical rainforests, the township’s residential neighborhoods, theme park, and various sports facilities, including an Olympic-length swimming pool, are transformed into an extended Lexel campus, with a GenAI-driven planner to help teachers streamline the organization of class outings. “The Township is Your Campus” became the tagline for this approach.

In September 2025, just months after IDEO’s collaboration ended, Taylor’s began classes at its first Lexel International School. By mid-year, the new school had achieved 115% of its year-one student enrollment target, with significant inbound demand for Year 2 already demonstrating the school’s market resonance.

The modern campus features spacious classrooms, science and technology labs, a library, a multipurpose hall, and a canteen. Annual tuition ranges from about $2,800 USD for pre-K students to about $6,100 USD for secondary students.

Most importantly, by combining Taylor’s deep academic expertise, Gamuda Land’s development prowess, and IDEO’s innovative design Playbook, Lexel brings quality, affordable international education closer to home for Malaysian families. According to one parent, “My daughter looks forward to going to school every day … and has a lot of opportunities to express herself. On a scale of 1 to 10, I give [Lexel] an 11.” Based on the IDEO Playbook, a second flagship campus in the Southern Klang Valley, which is scheduled to open in September 2026, has already exceeded its year-one target enrollment expectations, with plans to continue extending the Lexel network to other parts of Malaysia and the wider Southeast Asian region in the near future.

Malaysia’s private international school sector has grown significantly as parents seek quality English-language education. However, high tuition fees and limited access to reputable schools are continual challenges for those in the emerging middle class.

115%

of Lexel’s student enrollment target reached during the launch year of its first campus
‍

Year 1 enrollment target exceeded

at Lexel's second campus several months ahead of classes commencing

‍

The American news industry has long been a competitive and saturated market. This has only intensified with the emergence of social media outlets and AI-generated news. Even so, SAN’s rigorously unbiased, fact-based reporting style and rich video storytelling had enabled the ambitious startup to rise above the media fray in just three short years.

With a strong foundation to build on, IDEO sought to further differentiate SAN’s cutting-edge news product and build deeper engagement with a wider audience through a new user experience.

‍Collaborating closely, IDEO and SAN began by delving deeply into media consumption habits. They met with early SAN superfans, news consumers who spent hours a day absorbing content from traditional outlets like Fox and USA Today, and those who looked to their Ring doorbell app or Reddit for news. The takeaways? People were tired of clickbait and clunky interfaces. They sought clear, factual news that was easily accessible, with additional context to help them interpret events and understand their significance. They craved more than one perspective on important topics, so stories felt balanced rather than polarized. They also valued having control over how they consumed news, so making it easy to switch between text, video, and audio formats was crucial.

Together, IDEO and SAN created features across SAN’s website and app that put facts, trust, and transparency at the core of the product experience. Fact Cards distill key data points into clear, shareable units, while the Sources feature allows readers to trace information directly back to its original source. To make complex stories easier to grasp, Big Picture insights drill down into why events matter, surfacing underlying themes, historical parallels, differences in reporting, and common ground. The Why This Story Matters section provides readers with clear framing and sets the story within a broader context, while the Timeline illustrates how events unfold over days, months, or even years. An antidote to news polarization, See All Sides presents left, right, and center narratives for key topics side-by-side, and Media Landscape visualizations reveal how coverage varies across outlets. Finally, to ensure SAN fits seamlessly into readers’ daily lives, the redesigned Today Page is organized into three highly scannable sections: Latest News, Top Stories, and SAN Originals. The combined features create a balanced, clear, and non-polarizing news experience, making it easy for readers to delve deeper into the sources of their news.

SAN now delivers a news experience as modern, dynamic, and trustworthy as its journalism. A month after its debut, the SAN app’s page views increased 1,170 percent year over year compared to June 2024, while active users rose 700 percent. Readers also give the updated mobile experience a 4.8 rating on the Apple App Store. “Our team is delivering reporting that’s both deeply factual and accessible,” said Derek Mead, SAN’s Chief Content Officer. “This redesign is pivotal to the direction journalism needs to take and the leadership role Straight Arrow News is taking on as we help guide the news industry into a brighter future.”

SAN built a loyal readership and gained recognition for its unbiased reporting. To expand and stand out from legacy media, SAN  wanted a redesigned user experience that reflected its commitment to fact-based journalism.

1,170%

increase in app page views YoY 

700%

increase in active users

4.8 rating

on the Apple App Store

Sanofi was the first company to supply the polio vaccine worldwide. Because of the global fight against the disease, endemic wild poliovirus transmission is now limited to just two countries. However, attitudes toward vaccines and immunizations have shifted significantly. To ensure a smooth launch of Beyfortus in a time of increased vaccine hesitancy, Sanofi asked IDEO to conduct research across four important and very different healthcare markets: Germany, Spain, China, and the US.

IDEO worked with parents, caregivers, healthcare professionals, and healthcare administrators to identify potential barriers to vaccine adoption and understand the emotional needs of all stakeholders involved in the immunization process. Navigating cultural differences and diverse healthcare environments, the team uncovered a set of insights.

For healthcare professionals, the team discovered there was no one-size-fits-all approach to immunization training across Sanofi’s 20-plus global markets. While consistency of key information was important, trainings needed to be flexible and customizable. This way, regardless of whether the vaccine was administered by midwives, OB-GYNs, nurses, or doctors, they could  confidently discuss the pros and cons across cultural contexts and administer the drug correctly.
‍
For new parents, receiving information about a new immunization immediately after giving birth could be too stressful. But simply leaving pamphlets about Beyfortus in waiting rooms didn't address their real concerns, either. Caregivers needed to engage in conversations earlier in their pregnancies and continue them after leaving the hospital, when they might have additional questions.

IDEO translated these research insights into a highly accessible global communication toolkit that uses simple, straightforward language, metaphors, and illustrations to support informed conversations between healthcare providers and parents before, during, and after a child is born. IDEO then conducted a series of market-fit co-design workshops with representatives of Sanofi’s global immunization business to iterate on the print and digital tools, make them more resonant with regional customers, and ensure compliance with local regulations. IDEO handed the toolkits over for development to support the launch of Beyfortus in January 2024, just in time for RSV season.

Beyfortus saw enormous demand in its first year, demonstrating strong efficacy in real-world applications and achieving blockbuster status as a $1.8 billion therapy. Sanofi’s global launch team credits the patient-centric toolkit with increased requests for communication materials from its regional markets as well as from healthcare and government organizations that have typically been hard to reach, key goals of its global-local launch strategy.

Since its development, Beyfortus has received swift regulatory approval from the US, EU, China, and Japan, with patient demand causing Sanofi to triple its worldwide manufacturing capacity to meet the needs of the 2024-25 RSV season. Ahead of the larger global distribution of Beyfortus, IDEO and Sanofi partnered with equity expert consultants, Fearless Futures, to conduct a DEI review and worked with doctors and nurses who participated in the initial drug launch to make the materials even more accessible, relevant, and successful for 2025 and beyond. To date, six million babies—and counting—have been immunized with Beyfortus.

Worldwide, childhood vaccination hesitancy among parents fluctuates between 25-45%, according to the World Health Organization (WHO), a trend it considers one of the biggest global threats to public health.

85.9%

‍reduction in hospitalizations for infants who received Beyfortus compared to those who did not (2023–24 RSV season)

$1.8B

in first-year sales of Beyfortus

‍

I must say: Designers have an advantage when it comes to communication. We have the benefit to use not only our words, but also visualizations, from sketches and 3DCAD to infographics and physical objects. Designers are capable of making words real, expressing an idea in form, color, material, and finish. We truly are tangible storytellers. But having the means to make ideas tangible doesn’t necessarily solve all communication issues—we all speak nuanced languages and carry biases toward the things we already love to hear, see, or experience.

You may have heard of the 5 Love Languages, a tool to help characterize the ways we give and receive love. What if a similar tool could be built for designers? What if, before sharing an idea, you could learn the “design love language” of your audience? You learn your romantic partner’s love language to better connect with them; you might learn your colleague’ design love language to better collaborate, or a client’s design love language so you can craft the perfect presentation.

Here are 4 “languages” to help you communicate the value of your design straight into the hearts of your audience:

1. Storyteller’s Circle

For many people, it’s the story behind your idea that will really make it sing. This goes far beyond how the idea solves a problem for people and the business; that should be a given. It’s about the thoughtful descriptions of how the idea came about, why it will make a positive impact in the world, how it was better than other ideas, and why you feel confident about that.

The team we worked with at PillPack did this masterfully. During the research phase of the process to redesign how patients engage with pharmacies, we heard personal, painful stories about dealing with the US healthcare system. Standing in long lines, keeping up with expiration dates, making sure you take this medicine with food and that one on an empty stomach—patients told us it's overwhelming. We could immediately tell there was a huge opportunity to design something to solve for these problems, and the stories we heard inspired the team to create a single vision, strategy, experience, and identity that consumers quickly understand.

To gauge whether your story will resonate, try rehearsing it as if you were speed dating. If people understand your concept in a single sentence or get excited in the first 30 seconds, you’re on to something.

2. Make it Zing

There are some ideas that make us express feelings that are beyond words—“oooohs” and “aaaahs.” For people who need that ah-ha moment to really make a new idea click, it’s your job to make them say, “Oh, wow.”

When sharing IDEO’s vision for the future of mobility, I’ve heard people remark, “So that’s what our city could look like.” The project explores the many ways that we imagine transportation—of people, places, ideas—evolving over the coming years. Though they’re purely conceptual, the ideas are brought to life through visual renderings and context clues that make them feel tangible—they transport the viewer to The Future. Try not to gasp when you realize that.

To get started, think about which of the senses you want to appeal to, then work to amplify them. Use visual cues or sound to your advantage—the “zing” happens when the idea flirts with us and tickles our senses, gut instinct, and imagination. Lean into the unpredictable, the whimsical. Make someone sigh or shout.

3. Straight to the Heart

What was the last performance you gave a standing ovation? When was the last time you cried at a movie? Which book moved you so much that you bought all your friends copies for the holidays?

This love language is about emotional resonance—tapping into the power of human emotion to impact your audience on a deep, personal level. I’ve found that it works particularly well for helping people build empathy for the human elements of large, complex systems and structures.

Our approach to telling the story of IDEO's work to design the voting system in Los Angeles County was to tug at the heartstrings, which helped make complicated and bureaucratic topic more accessible. The photos, videos, and audio stories were designed to highlight the humans who are casting ballots—the hardships, the triumphs, and everything in between.

Body language and word choice are key to nailing this one. Take cues from your audience—when you see someone lean in, nod, let themselves smile, you know you’ve landed on a moment that made things click. Practice your story with a friendly audience and observe those moments, then design your storytelling experience around them.

4. Lights, Camera, Action

For some, actions speak louder than words, and they can only fall in love with the idea after seeing or trying it. They want to use it over time, test it, live with it, break it, and have others do the same. For these people, ideas need to be on a movie set, including the actors, the scene, and the props.

For this audience, make sure to bring your idea to life as a prototype, and allow them to experience it out in the wild. That’s what we did when we helped Swarovski build a new chandelier. We didn’t just look at renderings—we built a whole living room in our office to test our prototype.

Prototypes don’t have to be perfect. In fact, they shouldn’t be. Showing up with a prototype made of cardboard and Legos is better than arriving empty handed. Do whatever you can to make your thing real and I guarantee you’ll see lightbulbs go off over people’s heads.

As designers, our job is to create things that improve people’s lives. To do so, designers must learn how to speak the languages of the various audiences we design for. It’s important for us all to recognize our own biases towards our favorite language, and have the empathy to listen and adapt to the other ones. Your design love language might be different from the person using your design.

Language matters. That’s an obvious statement for anyone working across cultures, and it especially holds true in design. As a designer, I’ve always used my skills to create tools that enable shared understanding. This mainly came about out of necessity: I was born and raised in the Netherlands, and I’ve also lived in Sweden, the UK, and for the past seven years, the US. In my 14-plus years as an industrial designer, I’ve collaborated with clients from almost every continent, from Saõ Paulo to Seoul. By working closely with people from different countries, I’ve learned first-hand how language connects us to our cultures and to one another.

Every other week, I host a creative playdate for our studio called MakeBelieveTime (MBT). We always come up with something different. Maybe we’ll combine magnets and mirrors to invent our own games. Maybe we’ll use a needle and thread to learn the basics of computer coding, or fold our hopes and fears into paper airplanes. MBT has become one of the tentpoles in our community’s calendar—a ritual that brings our bodies out of project spaces and our minds out of design mode. It’s playtime for adults.

The value of these exercises has become clear to us, but when visitors happen to be around for MBT, all the natural questions bubble up. Sounds fun, but you do this during work hours? (Yes.) Are these exercises used with clients later? (Sometimes, but not always.) How does this apply to paid project work? (It doesn’t.) So what’s the point?

That is the point. MakeBelieveTime is actually most valuable when it does not directly relate to project work in a typical, measurable way. It’s play for the sake of play, and that’s okay—in fact, it’s essential. Here’s why.

It’s about process, not product

I once had an art teacher who would sketch all over my work to show me different techniques. At first, I was frustrated because my brilliant piece was being scribbled on. But then I recognized his assumption—that an artist will do it again and again and again. That learning a new technique meant focusing on the hand, not the paper.

In our design work, we rely on our own experiences and intuition, so it’s essential that we become fluent in exploring our memories and feelings. MakeBelieveTime gives us a chance to practice that with new and unfamiliar tools. That’s why, whether it’s colored sand or temporary tattoos, the real materials of MakeBelieveTime are our personal joys, hopes, and fears.

It preps the mind for design

When I was a kid, my grandfather told me about Louis Pasteur’s belief that “Chance favors the prepared mind.” Show up and do the work, Grampa explained, so that when the magic happens you’ll be sharp enough to recognize it. Making space for “sensorial, analog, hands-on radness”—that’s how one colleague described MakeBelieveTime—gives designers a much needed mental reset.

Plus, MBT actually has made an impact on client work. A handful of insights and concepts that originally came out of MakeBelieveTime actually made it into an experience we designed for a major NYC landmark.

But that’s not really the point. It’s about helping our designers spread their nets as wide as possible, and to lighten things up with a moment of pure, playful joy, so that when inspiration comes they’re ready to grab it.

It broadcasts both values and value

Most designers will sing the praises of play. It opens you up and makes you braver, more optimistic, and more creative. We pepper client meetings with pipe-cleaner sculptures or a little improv to get the blood and imagination flowing. We put a lot of thought and energy into those activities, thinking about our clients’ needs and the best way to get them comfortable with being uncomfortable.

Most designers will also admit that when deadlines loom, proposals beckon, or clients push back, play is not always top-of-mind. That’s a problem. An organization’s beliefs come through in their actions. To show that play is worth the time, you have to make time for it.

How to build your own MakeBelieveTime

We want MBT to be much more than a free-for-all with glue sticks and googly eyes, so we use three key design principles to guide the activities:

1. Make the familiar unfamiliar. To think about senses we take for granted, we infused finger paints with essential oils and asked everyone to visually illustrate the experience of smelling that scent.
2. Explore safe danger. Blind contour drawing is a great example. We all sit and draw the person across from us—without lifting the pen or looking down at the drawing. It’s always a mess, which guarantees a joyful, public fail, but also allows us to look deeply at each other and practice seeing and being seen.
3. Dig deep. We used Halloween as a prompt to create a mask that evokes a moment we were horrified by our own behavior. This allowed us to acknowledge the full spectrum of our feelings, exorcise that shadow, and leave it to the past.

The first, despairing thought that hit one of my colleagues when he first saw MBT in action was, “IDEO’s gone soft.” And, quite frankly, that's not an unfair concern when you see a room full of world-class designers finger painting.

But MBT serves as an opportunity to nourish a perspective rather than achieve an objective. It’s less about the scented fingerpaints, and more about exploring new ways of understanding and sharing an experience. It’s also about laughing together. It’s about exposing our soft side so that we can trust each other more when we take those lessons back to our project spaces and have a hunch about trying something untested but exciting.

That’s why we believe that designing a cocktail that tells the story of your first kiss doesn’t cost you your edge. It’s how you keep it.

Think back to your first kiss. Remember the place, the smells, the nerves, the lips. If you had to create a cocktail to tell the story of that experience, how would you do it? Would you make Jolly Rancher–infused vodka to conjure the candy-loving kid next door? Would a popcorn garnish nod to the movie you barely watched? Answering these questions is how the designers of IDEO New York spent a Valentine’s Day afternoon.

It’s time to challenge that notion. The ability to navigate ambiguity—and to guide people and organizations without knowing what’s ahead—will be one of the key leadership qualities of our time. Because, in today’s world, almost nothing is certain. Technological change is drastic and rapid; volatility grips politics, the economy, and the climate; the future of healthcare and education are in question. And much as it would be a relief to land on a quick fix for any number of these challenges, the reality is that solutions are a moving target, and no one leader possesses a silver bullet.

But creativity can help. According to the World Economic Forum, creativity is among the top three skills needed to thrive in 2020, along with other capabilities infused with the human touch: complex problem solving and critical thinking. In a world where thorny challenges have no magic solution, leaders must get comfortable with not having an answer—leaning into the unknown and establishing a leadership style that incorporates many perspectives, sustains optimism, and perseveres through ambiguity.

We call this approach creative leadership. The term has made the rounds in academic circles for decades, but in practice, it’s only now gaining recognition as an effective approach in today’s turbulent times. Creative leadership takes conditions that are anxiety-provoking for many, and turns them into opportunities. In certain industries, where frequent change is inherent, it’s not unusual to find leaders who fit the bill. But now we are seeing that creative leaders can spark change in any industry or on any team, from manufacturing to marketing to finance to food.

So what are those qualities that equip leaders to leverage ambiguity and drive progress? How do they show up in their day-to-day role and move their companies forward? There are three key tactics that creative leaders employ: building diverse, multidisciplinary teams to maximize perspectives; navigating ambiguity with bold ideas; and maintaining forward momentum by sharing optimism, empathy and inspiration.

1. Creative leaders convene diverse groups and rally them around tangible goals.

Among many industries facing uncertainty and change today, healthcare stands near the top. In 2015, Northern California-based Sutter Health hired its first Chief Innovation Officer to help guide its enterprise innovation strategy across their integrated healthcare system, which serves three million people in one of the most diverse regions in the country. Sutter tapped Chris Waugh, then the vice president of design at a young, innovative primary care provider called One Medical Group, to partner with them in transforming the healthcare experience to make it more simple, engaging and human.

As Sutter’s first chief innovation officer, Waugh admits he battled impostor syndrome. He’d worked in the health space for much of his career, but often on the design side (including a decade at IDEO), rather than embedded within a large healthcare organization. “Who was I to tell a surgeon what to do? These people do transplants and save lives. Why would they listen to me?”

His first step was to build a diverse, cross-functional team to pool knowledge and ideas. Every executive—from legal to human resources to operations to medicine—appointed an open-minded, collaborative senior staff member. Next, Waugh and his design and innovation team articulated an optimistic purpose: They would “touch one million lives by 2022,” providing better healthcare and services to patients and their families. Then with this lofty goal top of mind, Waugh identified the right places to start small and set constructive conditions under which they could start making a difference.

They began innovating in non-clinical areas, such as using car sharing services to help transport patients to appointments. The pilots aimed for achievable targets, impacting a small number of people in the first few months, setting the right conditions, then progressing to larger scale. “Starting small with constraints keeps you from thinking you have all of the answers at the beginning. You can be more experimental, test for consequences, increase creative confidence, and discover over time when you’re ready to go full scale.”

2. Creative leaders navigate ambiguity by leading with curiosity.

Through it all, Waugh navigated his way toward solutions even though he couldn’t know the answers at the outset. He assembled the right people to converge on decisions at critical moments. And he shared lessons and stories of progress as a way to continually motivate people across the system.

Waugh asked bold questions, such as how might we reimagine the end of life experience for ourselves and our loved ones? His teams created a simple toolkit for talking about death with loved ones, which led to dozens of events around the globe where people turned an often taboo subject into open conversations called #LetsTalkAboutDeath. They also devised a platform that connects people with physical limitations to people who can vicariously fulfill their wishes, then share those experiences with them virtually. Wins like these kept Waugh’s team inspired, increasing their creativity and confidence as they positively impacted people’s lives.

Over the years, Waugh and his design and innovation team have continued their work and expanded the range of challenges they’ve tackled, as well as the number of lives they’ve touched. Now they are moving toward more clinical experiences, such as leveraging telemedicine to support patients in rural areas. “From the beginning, we knew that medical experts needed more creative problem-solving to better serve patients and their families. Across Sutter Health, we have a culture of innovation and we try new ways of working and thinking. With each success, my confidence and the confidence of teams across Sutter grows.”

3. Creative leaders stay fiercely optimistic to maintain momentum.

In 2015, Valentina Freile, an experienced industrial designer, was hired to join an elite team of technical experts at an Ecuadorian software development company called Bayteq. Her first project focused on advancing mobile services for a large local bank. She was excited to develop digital tools to help Ecuador keep pace with global change.

But Freile’s enthusiasm quickly turned to concern when she saw the initial product concepts. The team was proud to have incorporated cutting-edge technology on par with other international banks, but they’d overlooked a major consideration: how that new tech would add value to real people—the bank’s customers. Freile felt like an outsider on the team. She was the only one ready to admit they didn’t know how to move forward. But she knew she had to intervene before they wasted precious resources.

Freile brought the team together, and didn’t shy away from asking tough questions about how the technology would support customer needs. “After many uncomfortable conversations, the team realized we had not considered our users and had overestimated the need for new technologies.” The features did not support the Ecuadorian customers’ unique needs and behaviors, and it became clear that cutting-edge technology wouldn’t bring value if it was not suited to the people it was meant to serve.

While the developers on Freile’s team realized they would have to rethink their usual approach, they were unsure how to proceed. Meanwhile, the pressure was on—senior stakeholders were asking for updates and sweating the competition.

Amidst this pressure, Freile optimistically motivated the team. She suggested they try a different route to understand local Ecuadorian banking customers. They observed customers—in bank branches, banking from home, and on the go. The team learned quickly about specific local behaviors. “Ecuadorian people move small amounts of money daily between accounts and need to make payments as easily as possible. The population prefers asking relatives for loans rather than resorting to the bank. In our Latin culture, family plays a huge role in how we handle money.” Banks were last resorts.

The team took these insights and hosted collaborative work sessions with all of the stakeholders. In the end, they did not include any technically advanced features—rather, they focused innovations on designing banking processes and behaviors that suited the people they’d serve. “We created an entirely new mobile experience, adjusted to Ecuadorian people’s needs and behaviors. We added the ability to save money among numerous family members and easier ways to transfer money to relatives.”

The results exceeded all expectations. This was a clear instance of creativity elevating the output of the company. On a team of technical experts, it was Freile whose creativity unlocked a new way forward.

A future-fit leader is a creative leader.

Creative leadership is not about avoiding change. It’s about turning vulnerability and complexity into assets, and even leveraging them as tools for speed. While it can be unsettling to dive headfirst into the unknown, modern leaders must build the creative confidence needed to navigate uncertainty with and for their teams. Their agility and positive outlook generates a feedback loop that keeps everyone moving forward with a sense of possibility about what’s to come and how they can shape it. With creative leaders, an ambiguous juncture becomes navigable, and what awaits on the other side could change the game, helping the organization take the lead.

Illustrations by Raymond Biesinger

If you ask executives today whether it’s their job to have the right answer, most would say yes. In fact, most would say that producing answers to critical challenges facing their organization is how they reached their high-level position. Who gets ahead by not knowing?

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.

‍

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.

Mina Seetharaman talks with Sam Conniff, founder of Uncertainty Experts and author of The Uncertainty Toolkit, about why leaders often value appearing decisive over being right, and three learnable questions that help teams make better decisions without pretending to have certainty.

Mina Seetharaman talks with journalist, author, and former IDEO Design Lead Simone Stolzoff about why certainty is seductive, how the pursuit of it can undermine decision-making, and how leaders can build uncertainty tolerance as a practical skill.

IDEO Design Researcher and Data Scientist Angela Kochoska answers questions about using AI responsibly in research, including how to preserve nuance, distinguish patterns from insights, avoid outsourcing judgment, and recognize when AI-assisted synthesis is genuinely useful.

IDEO Executive Design Researcher Hannah Rosenfeld shares a framework for using AI intentionally across the research process—not only to work faster, but to widen the aperture, notice nuance, challenge assumptions, and create new ways to engage with research data.