Only 20 percent of American homes are protected by security systems, and most of these systems are installed after a break-in. ‍

Home security veteran SimpliSafe hoped to convince the other 80 percent of home-dwellers to invest in preventative technology so the break-in never happens. The company approached IDEO to refresh and simplify the look and feel of its connected products to reach this wider audience and help them feel safe.

Interviews with potential customers revealed insights that informed the new design. Families told the researchers that existing security systems are expensive, bulky, and hard to install and use. Instead, systems should be unobtrusive, but responsive to your needs. They should react appropriately in emergencies, while also protecting your privacy.

Responding to those requests, IDEO overhauled the design and interaction of more than a dozen SimpliSafe products, including a wireless, touch-to-wake keypad; easy to install sensors; and a smart home base that acts as the brains of the system. Additionally, IDEO designed SimpliSafe's first step outside of the home—a video doorbell that can be used in tandem with the namesake home security system or on its own. Making the system enjoyable and intuitive to use means families are more likely to use it consistently—and correctly.

The team developed a consistent design language across SimpliSafe’s physical products, user interface, and digital presence. That clear visual language lets you know what each component does right out of the box; for example, the glass break sensor looks like a human eardrum that might actually hear a window shattering. The design also reduced the size of entry sensors by four times, while improving their range and battery life. Tapered backs and swept-front surfaces for all of these sensors help them blend into your home. The new system’s clean, understated appearance instills confidence without stoking fear of what could happen.

SimpliSafe’s keypad and base station guide you through setting up the system with voice feedback, while gentle LED lights and sound cues let you know at a glance that the system is armed correctly and you’re in safe hands. The system is also equipped with multiple layers of backup, so you don’t have to worry if the power or Internet goes down.

And the system responds intelligently, tailoring the way it reacts to match different scenarios. For instance, it sends a gentle reminder if a window is left open but a police response if a window is broken in. The design team also incorporated a first-of-its-kind privacy shutter on the system’s security camera so families can opt out of being recorded at home.

SimpliSafe launched its redesigned security system in early 2018, replacing the company’s two previous generations of products at the same price point. Already, the revamped system has cut the number of support calls from new customers.

In June 2018, venture fund and private equity firm Hellman & Friedman acquired SimpliSafe in a deal that valued the company at about $1 billion.

With a record number of applicants, stiff competition for top students, and a desire to make classes more diverse, college admissions teams are feeling the strain. Bowdoin College in Maine, one of the top liberal arts schools in the U.S., received more applications for the class of 2022 than for any other in its 224-year history.

Whitney Soule, Bowdoin’s Dean of Admissions and Student Aid, saw her staff at risk of burning out. On the advice of Bowdoin’s president, Clayton Rose, she invited IDEO to embed at the college and help design a new way of working. The IDEO team studied Bowdoin’s workflow and zeroed in on the application process as an area ripe for redesign.

By observing how Bowdoin counselors read applications, IDEO learned what drove their decisions. Mindful of how their choices could impact young people’s lives, counselors prioritized a meticulous reading of each application. But this thorough approach meant they often engaged in redundant work or delayed making final decisions.

IDEO designers translated their insights into a book for staff, featuring watercolor portraits of the admissions team and a clear articulation of their values—from integrity to inclusion. The book was IDEO’s promise that introducing a new reading process wouldn’t mean sacrificing Bowdoin’s personal touch.

Then, the designers and counselors ran A/B tests using real applications from past years, unwinding long-held beliefs about how they “should” be read. Soule and her team experimented by adjusting timelines and other factors that determine when and how applications move from a first read to a second read to a committee discussion.

Soule gave her team explicit permission to toss their typical playbook. Seeing their own process with fresh eyes, counselors realized they could be more confident in their expertise and tweak their workflow to meet changing demands.

A/B testing proved that some variables had little effect on the team’s final admissions decisions. With that in mind, IDEO redesigned the reading process and included a system called “magic sort,” which helps parse groups of applications based on a new set of counselor assessments in order to route each to its next round of reviews more efficiently.

The IDEO-Bowdoin team put the revised technique to work right away, processing 300 new applications from the annual QuestBridge program for low-income students. Counselors found they were able to make equally valid decisions while cutting the amount of overlapping work they faced by 40 percent, compared to years past.

Working with IDEO challenged us to change the way we work together—and we learned a new method of problem solving that we continue to use. We are better equipped to elicit creativity, then channel it into the practical implementation of new solutions. It’s been transformative!

WHITNEY SOULE, DEAN OF ADMISSIONS AND STUDENT AID, BOWDOIN COLLEGE

The new reading method let staff cope with a growing volume of applications, while balancing the need to evaluate individual students with the need to think holistically about the makeup of Bowdoin’s student body. Counselors adapted the technique to the rest of the year’s admissions cycle, including early-decision, regular decision, and transfer applications.

To extend what her team learned to other departments, Soule has led several design thinking workshops across campus. Her success as a leader has mirrored the growth of her team and the college; by empowering staff with new tools and the freedom to experiment, Soule and Bowdoin are leading by example in the evolving world of higher education.

For half a century, Swarovski has crafted iconic chandeliers dripping with the brand’s signature crystals. With the rise of new interface technology, the company came to IDEO for help to design the chandelier of the future.

IDEO designers set out to create beautiful, emotional experiences by layering technology onto Swarovski’s lighting offerings. Whether it’s setting the tone for a sophisticated retail experience, creating subtle ambiance at a romantic dinner for two, or providing true quality light to read a book, the team considered how a chandelier can enrich personal moments throughout the day.

Swarovski and IDEO assembled a multidisciplinary group, including industrial and UX designers, brand experts, and engineers to quickly vet, build, test, and refine their ideas.

Designers from IDEO and Swarovski worked together to completely reimagine the crystal chandelier.

Together, the team designed a new tech-infused chandelier and family of other light fixtures. At first glance, the chandelier resembles a simple, sleek metal disc. But when you turn it on and peer inside, an endless number of crystals swirl far into the distance—an Infinite Aura.

The Infinite Aura collection also includes pendant and wall lights. The team developed a mobile app that proactively modifies light settings based on the time of day, and also lets users customize their experience—including adjusting brightness and color to set a personal mood, or “Aura.”

Unlike most fixtures, Infinite Aura doesn’t just give off ambient light; families can also benefit from high-quality functional light, directed downward to help them focus on a task or diffused upward and downward to create a subtle ambiance. In a similar way, the chandelier can expertly illuminate a library, hotel lobby, or concert hall.

The new lighting line adds greater functionality and emotional resonance to today’s smart buildings, while retaining Swarovski’s timeless elegance. Infinite Aura debuted in Frankfurt, Germany in March and will be available internationally in fall 2018.

More than half of Americans don’t have the cash to cover a $400 emergency expense like a car repair or trip to the hospital. Taking that reality to heart, American Family Insurance, a Fortune 500 company that offers auto, home, business, and life insurance, was seeking a way to make an impact by helping people earn and protect—not just insure—the things they value.

American Family approached IDEO with an ambitious goal: to innovate in a way that would help working families—many of them existing American Family customers—who need a financial cushion in case of the unexpected. This new mission fell in line with American Family’s overall orientation toward increased social responsibility, including committing to a liveable wage for all employees, helping with student loans, and providing college scholarships and tuition reimbursement for employees’ children.

In early discussions, American Family thought people might need budgeting tools, but from the very first research interview, a different urgent need emerged: people needed a way to shore up their savings enough to protect against unforeseen needs. This same story came from numerous places. In Tennessee, the IDEO design team sat in the kitchen of a working single mom of four, who explained how her lifestyle was built around her extremely constrained budget. She couldn’t afford childcare, so she’d organized her home to allow her 11-year-old to watch the younger kids: partitioned snacks, timers on the TV, chore charts on the fridge. She managed her budget meticulously, it was clear, and she didn’t need new financial tools. What she really needed, she said, was extra income cushions so a surprise expense like a doctor’s visit or stretch investment like a kid’s basketball uniform wouldn't derail her plans. Like many of the people the team visited across the country, she didn't want to take on debt; she wanted extra work and the dignity and peace of mind that comes with it.

Could we, the team wondered, offer people who already have jobs the extra hours and income they need in a way that reduces, rather than exacerbates, the stress they already face? Would employers get on board?

The short answer was yes. Today’s businesses depend on on-demand work, including seasonal warehouse and retail shifts. Typically, companies look to temp agencies whose model is built on staffing with the goal of permanent placement. Moonrise enables companies to tap into a workforce that's already employed, allowing them the benefits of passive recruiting (reliability, consistency), but for short term work.

Knowing innovation was the path to growth, American Family took a chance by embracing a radically new brief: Create a service to help families living on the edge bridge the gap between the size of their paychecks and the size of their dreams. The result was a new business venture called Moonrise.

When customers told us that having an easy way to earn extra money could improve their lives, we were compelled to pursue a solution. Moonrise is a business with a human-centered mission. We’re proud it’s part of our American Family.

Jack Salzwedel, Chairman & CEO, American Family Insurance

The Moonrise platform lets workers sign up for shifts with partner organizations through a simple text message interface, and get paid as soon as their shifts are done. Employers who sign up to partner with Moonrise can list open shifts on the platform.

“Moonrisers” are W-2 employees of Moonrise, not contractors, so they don’t have to pay self-employment taxes. They also get personalized business and comment cards to take to job sites, making their interactions with employers feel more professional. In this way, Moonrise helps workers not only build a buffer against unexpected bills, but also explore new positions and fields—and perhaps even land new full-time work with Moonrise partners.

To test the program in real time, IDEO and American Family assembled 11 Moonrisers, six employers, and a team of designers and programmers to work out kinks in the platform. During a one-week live pilot in Wisconsin, Moonrisers finished a combined 28 work shifts, earning an average of $121 each, while IDEO designers worked behind the scenes to keep the process running smoothly.

Based on the success of the pilot, American Family created a new startup company called Moonrise, which became a wholly owned subsidiary of American Family. Moonrise launched to the public in the Chicago area in 2018, with plans for an eventual nationwide rollout. Moonrise signed Enterprise Rent-A-Car as its first employer and actively matches workers in Chicago with shifts, while continuing to build more corporate partnerships.

Since launching in 2018, over 7,000 people have applied to become Moonrisers, more than 7,000 shifts have been fulfilled, and over $500,000 has been put into the pockets of hardworking Moonrisers. Additionally, Moonrise will be expanding into 3 additional states in 2019.

IDEO and American Family Insurance interviewed customers of The General—a division of American Family—about how they budget to make ends meet. In this conversation, customer Chandra told designers how $62 could be the difference between breaking down and breaking even for her family.

It’s not always easy for established companies to innovate, especially outside their core business. But innovation is a high priority for American Family. Creating an employee -centered startup like Moonrise solves an urgent problem and distinguishes them from their competition. Together, American Family and IDEO identified a pressing human need and built a program from the ground up to meet it.

In this case, the kid is my daughter, Quinn. As face-squeezingly awesome as this was for her, it was an adventure driven by design. My team’s design researcher didn’t want us merely to observe; she wanted us to feel this place—its buildup, its storytelling, its magic—as a kid feels it. And for that, we needed a Quinn.

But aren’t there already plenty of kids at the Wizarding World of Harry Potter? Well, yes, one or two. But it's a different experience when it’s your sleeve being tugged. As a designer, you can observe what others are feeling—but you get a richer kind of fuel for design when you feel it for yourself.

IDEO New York has been inviting Quinn to share her opinion, inspiration, and feedback since she was 5 years old. The first time, she helped a team designing an alarm clock to make Mondays less dreadful and more delightful. Initially, the team planned to record her laughter, but they enjoyed her input so much that she was asked back to test materials, prototype concepts, and model for their website. Since then, Quinn has helped lead workshops, taught a class of grad students about gender bias when she was in the second grade, and built a fort of umbrellas in our café.

Quinn has earned such favor in our community that it was suggested (not by me) she be offered an official internship. And so, last autumn, when her school let out for half-day Thursdays, Quinn came to the studio and took up the mantle of IDEO’s Kid-in-Residence: The Quinntern.

Again, it wasn't all fun and games. Designers were asking her for help left and right. Here are four reasons why.

1. Kids don’t know the rules

Our project teams grab Quinn for their brainstorms because she listens to the problem and tries to solve it. She doesn’t think about financial viability or the laws of physics—she just thinks. Eventually, it's our job to add those things back in, but in the divergent phase of a project, she's a superstar.

Although she's prone to insert dinosaurs and robots into her concepts, she cuts to the core of an issue and simplifies the needs behind it in a way that can inspire us to develop a dinosaur-free solution.

2. Kids are buzzword bloodhounds

Einstein long ago reminded us that if you can’t explain something simply, you don’t understand it. Tapping a kid is the ultimate way to prove this out: If they’re confused by a concept or question, it usually means we have a lot more work to do.

Quinn will call us out on our assumptions—happily and loudly—and she won’t fall for any design jargon or doublespeak. Getting critiqued by a kid keeps you honest.

3. Kids are full of surprises

Kids see the world from a different perspective and value it with different priorities. Having first-hand access to that unique point of view helps jumpstart creativity.

At one 30-person client meeting, we wanted to establish a sense of play from the start, so Quinn ran a silly-face photobooth for us. As lawyers and Wall Street professionals walked in, she had them pose and make the silliest face possible. Many were hesitant to relinquish their dignity, but couldn’t say no to a kid in a sparkly hat. Then they posed for a second picture. And a third. Others were caught off guard when Quinn asked them to stop wagging their tails or to tilt their heads so the light would flatter their antlers. It took them a minute before it clicked: Oh! Kid imagination!

When an adult asks another adult to do something goofy, it can be hard to summon the vulnerability on the spot. But when a kid swoops in, the game changes. Vulnerability and playfulness beget vulnerability and playfulness.

One more, very important reason:

4. Kids are the future of great design

As part of her internship, Quinn created a project to prototype ways to “stop kids from squashing other kids’ creativity.” She interviewed members of our community about their experiences, hosted a lunchtime brainstorm for the entire studio, and designed exercises with her teacher to help kids be who they are instead of changing who they are to fit in.

Showing a kid that you value their insight arms them with the tools to value themselves. Quinn is at an age where the sphere of creative confidence begins to collapse under the pressures to conform. When you ask a class of second graders, “Who’s an artist? Who’s a dancer?” you get a sea of waving hands. Ask a fourth-grade class and you get a field of crickets.

For Quinn, IDEO has functioned as a force field against flagging creative confidence. Being our Quinntern has empowered her to push back against conformity and make room to be herself. She gets feedback from adults who aren’t her parents or teachers, but who value her creativity, appreciate her point of view, and model what a creative life can look like. I don’t know how long it will last (the teen years are around the corner, after all), but for now, it’s lovely to see her creative bravery continue to flourish.

And, like usual, it was a huge help at Harry Potter World. Quinn and I arrived on the second day of research. On the first day, my teammates had explored the park, enjoyed the rides, watched the crowds, and eaten way too much ice cream. We all expected day two with Quinn to be an encore presentation, with the added benefit of a nine-year-old’s real-time annotation. But after the first ride—after seeing the place through Quinn’s excitement, impatience, and joy, after experiencing the distance of the walk and the length of the wait from her perspective—the team felt how time and space warp when you’re in the orbit of a child.

Our design researcher leaned over to me and whispered, “This is a completely different place with her here.” I had to agree.

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If you’ve never seen a nine-year-old kid grab her own cheeks in overwhelming excitement, here’s how to rectify that: First, have a nine-year-old. Then pull that kid out of school in the middle of the day for a surprise double whammy: not only the chance to do research for a project with the Children’s Museum of Manhattan, but the opportunity to conduct that research at Harry Potter World. Hand the kid her suitcase, get in the taxi, and pray those cheeks survive the trip.

Those things drive us nuts too. But those tiny moments of frustration can become fodder for a totally new way of thinking. What if the card reader sung the ABCs? What if pen caps locked? What if water balloons tied themselves? (Luckily, someone has already put some time into solving that last one.)

At IDEO, we spend a lot of time rethinking everyday life, from tiny pen caps to the giant, bureaucratic process of applying for a visa. Like we said in 2017: This kind of thinking is our bread and butter. Back then, we asked the IDEO community what they were dying to redesign, and the answers were so provocative that we decided to do it again. Here are 24 more things we want to redesign, if only we had the chance.

Work
The timecard. With a little AI juice attached to email and calendar, there’s no reason that anyone should have to create a timecard: They just need to review it. —Joe Brown

Corporate training. Every organization needs the ability to grow new and adaptive capabilities. Those skills won’t be coming in from an external job board, and definitely not at scale. —Peter Hyer

I want to take a hack at reimagining the experience of identifying and applying for a job. At scale, it's currently a dry, massive vortex of duplicative job boards, cluttered search engine results, and mounting self-doubt and uncertainty. What if we had a universal tool that could help point a candidate to a strong-fit company, job family, industry, or job title based on a series of filters they could manipulate? Job security can prompt a domino effect with a host of other social issues, so let's put candidates back in the driver's seat and make the process of getting there more personal and human-centered. —Chloe Partelow

Networking. It's uncomfortable, awkward, daunting, and surface-level. No one wants to do it, but everyone feels like they need to. —Melissa Lobato

I spend a lot of time thinking about the future of the actual places where we work. I think the workplace should allow more flexibility and choice and generally be more global. I’d like to see deconstructed offices in neighborhoods where people live and like spending time. It will reduce commuting costs, improve productivity, lifestyle, geographical choice, create more diverse and dense neighborhoods, and allow for more creative collisions. —Kateryna Romanova

Education
College, especially a liberal arts education. Turn it into something much more relevant to close the skills gap in the marketplace, and make it much more about life-long learning. —Suzanne Gibbs Howard

Vocational school. I’m not sure that “everyone needs to (and can) go to college” is the right narrative. That’s the message I got growing up, and vocational schools or trades were either implicitly or explicitly judged. I think we are in a time when we need to take a good, hard look at alternative forms of education. —Meg Rice

The lower part of the k-12 education system. Why isn't it more globally aligned and translatable? Why does it assume that you live in one country for 12 years? —David Sjunnesson

Our approach to digital literacy. When our 70-plus year-old dads accidentally tweet a search query, we make fun of them instead of recognizing that behavior like that is indicative of large, looming societal problems between those who have tech know-how and those who don't. —Rachel Young

Cuddling
Cuddling. Seriously: what are you supposed to do with your bottom arm?!?! —Santiago Seira

Breakups
The breakup: Ow. It hurts. I don't know how to go about redesigning this, but I know there’s a lot of room for reflection and plenty of nuggets of truth to be gleaned from any moment that rips you apart. I have reflected on how to create a scaffolding for yourself that helps you walk out the other side with a sense of gratitude and growth—but still, ow! —Leah Jarrett

Breakups. And I’d start with an interesting provocation from Star Trek. —Lisa Tacoronte

Health
Electronic medical records (EMRs). Some doctors spend up to 50 percent of their days doing admin work, mostly in EMRs, and they are notoriously not user-friendly, not interoperable across companies, and even can cause medical errors. —Jessica Watterson

Single-Use Plastics
Unnecessarily one-time use and/or made of plastic: floss. Coffee cups. To-go containers. Toothbrushes. Plastic water bottles—or anything that holds water. Makeup packaging. Tampons. —Shuya Gong

Recycling How-Tos
Every single recycling/garbage/composting receptacle on the planet. I challenge you to find anyone who can understand and follow those rules. —Chioma Ume

Our Relationship With the Environment
How we make decisions that impact the environment. I'm inspired by seeing calories on food in restaurants, which helps me make informed choices. Why don't we have something similar for electronics, ordering on Amazon, food in the grocery store, to show the impact of a product on the environment? —Dean Malmgren

Time Itself
Time travel. It’s just too difficult currently. —Sean Hewens

Getting Towed
It’s scary, financially exploitative, and just generally terrible. —Tara Safaie

The News
I would like to redesign our concept of what news is. I’ve tried many different sources, and have found none to offer adequate choice, curation, or quality. Most of what passes as news is superficial, salacious, irrelevant, and/or extremely upsetting. I find I’m constantly disappointed. The news needs a total overhaul. —Betsy Fields Smith

Childcare
The process of finding childcare. Every parent seems to reinvent it all over again. —Annette Diefenthaler

Access to Capital
Women entrepreneurs receive about 2% of all venture capital dollars as compared to men. There's a lot of opportunity to reimagine the funding process so that it's more inclusive of women, people of color, and non-US nationals. —Sam Schulman

Winning and Losing
The definition of success. —Ramon Marc

Online Ticketing
You have the ticket price and another $20 in service fees, and sometimes you're required to print out a physical ticket that arrives digitally. Huh? —Miles Holenstein

Life Transitions
Post-job changes, post-move changes, post-high school changes, post-college changes, postpartum changes, post-divorce changes, post-(insert life change here). There’s no blueprint. Help. —Sue-Jean Sung

Hot Dogs
I want them to be healthy. —Michael Hendrix

If your organization would like to work with us to solve one of these problems, you can reach us at octopus@ideo.com.

Illustrations by Jenice Kim

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When was the last time you were annoyed by something small? Like the mean, angry noise a chip reader makes when it’s done with your card? Or the mess a pen makes when the cap pops off in your back pocket? Or how deeply, achingly, frustratingly hard it is to tie a water balloon?

Beyond CSR’s spectacular rise, several other indicators signal a growing belief in the role of business and innovation in addressing societal problems: 88% of millennials say they will only work for values-aligned companies, and Blackrock CEO Larry Fink demanded publicly in 2018 that companies be driven by purpose. Fink calls for a new model of corporate governance:

Society is demanding that companies, both public and private, serve a social purpose. To prosper over time, every company must not only deliver financial performance, but also show how it makes a positive contribution to society.
_{Larry Fink, Blackrock}

That’s the CEO of a company managing $6.5 trillion in assets pushing for the same economic shift demanded by today’s youth: to ensure that innovation serves a social purpose. Mainstream box: check.

But experts are skeptical. In her opening presentation at last year’s Social Innovation Summit, Caroline Barlerin, former Global Head of Social Innovation at Eventbrite, asked, “Is the mainstreaming of social innovation something to celebrate? Is it enough?”

The answer is no. Not enough, not even close. While CSR reporting and growing social innovations are surely positive developments, they also reflect an insufficient response by the private sector, civil society, private philanthropy, and government to today’s global challenges.

Rather than count how many companies have begun to invest in CSR efforts, the real measure of progress is how we’re faring against the challenges of our time. Whether you focus on global climate change, the United Nations’ sustainable development goals, or the health and wellness of the fabric of our society, it’s clear that whatever “mainstream social innovation” is, it’s not enough.

As we enter 2020 and head toward momentous change in the US and the world, we also need to enter a new phase of social innovation. Three important changes will help us get there.

1. From innovations to ecosystems

Just as the complex biological system of a rainforest allows individual plants to flourish, so do complex entrepreneurial ecosystems work to help social innovators succeed. Healthy, diverse, and inclusive ecosystems allow talent, information, and resources to flow quickly. These networks can’t be bought, they have to be built. _{Andy Stoll, Kauffman Foundation}

Today’s societal challenges require vibrant systems of diverse innovators attacking societal problems from many angles. Investment needs not only to support scaling, but also to create the conditions that allow entire fields of innovators to advance. As Managing Director of OpenIDEO—IDEO’s participatory, decentralized innovation platform—I’m inspired every day by the thousands of innovators who we support, a reminder that there’s never been more human energy and creativity directed toward global challenges. After years of leveraging open innovation to create a pipeline of promising concepts and ventures, OpenIDEO now strengthens entrepreneurial ecosystems to address pressing societal challenges collaboratively.

In 2016, OpenIDEO worked with a consortium of partners to introduce the Food Waste Challenge, a program that sought to address the 40% of food that goes to waste in the United States. Rather than selecting a small number of winners, we created the Food Waste Alliance, a virtual network of 80 organizations that proved pivotal to the development of several food waste startups still growing today. Realizing the potential for ecosystems to create greater impact over time, we designed OpenIDEO’s 2018 Early Childhood Innovation Prize to advance an entire sector of innovators in the early childhood development space. After 30 teams of entrepreneurs were selected and received a share of $1 million in grants, OpenIDEO and our partners at Gary Community Investments then launched a virtual accelerator and partner network, which brought together innovator teams and institutional partners to advance winning ideas.

The program eventually transitioned to two new accelerator networks fully dedicated to early childhood innovations, Promise Venture Studios and Futurebound—long-term, ecosystem-building initiatives sparked by the initial open innovation program.

To create breakthrough change, all of us must work together. That means platforms and tools like prizes or challenges that transparently support people to develop their best ideas and collaborate.
_{Steffanie Clothier, Gary Community Investments}

2. From delivery to co-creation

Increasingly, funders and innovators alike are recognizing the need for solutions to be truly rooted in the needs of those they’re trying to serve. In their recent Stanford Social Innovation Review article, The New Practice of Public Problem Solving, Tara McGuiness and Anne-Marie Slaughter note this as one of four major trends:

The relentless focus on what users need and how they experience services brings people into the process of providing feedback for services where they have not traditionally had a voice.
_{Tara McGuiness and Anne-Marie Slaughter}

While the growing interest in human-centered design is a positive step forward, the next chapter of social innovation will require another leap. Rather than just gathering user feedback on potential solutions, the people we design for will increasingly become part of design, implementation and evaluation. As technology makes it ever easier to be more inclusive, it will become unacceptable to exclude or overlook people affected by social innovations. True co-creation facilitates a greater sense of community ownership and more grassroots capacity building.

OpenIDEO has been learning about new ways to innovate alongside the communities we serve. Our 2019 BridgeBuilder Challenge—the third annual $1m social innovation prize offered in partnership with GHR Foundation—sought to better include a group that’s more often a recipient than an active participant of social innovations: displaced migrants and refugees.

We began by partnering with former BridgeBuilder Challenge winner NaTakallam to include people with relevant lived experience in creating the brief. Applicants were also expected to show evidence that the voice and perspective of a person currently or previously experiencing displacement was part of the ideation, process, and project. NaTakallam later helped us hire a group of mentors who have experienced displacement to provide feedback and mentorship for applicants, and to support the evaluation process.

3. From disengagement to connection

In 2016, a Gallup poll reported that employee engagement in the United States had returned to its highest level since 2000, when it began studying worker enthusiasm and interest. That high is disappointingly low: just 34% of our workforce feel engaged in their work. Meanwhile, according to research conducted by Opportunity Knocks in 2011, half of nonprofit workers reported either being burnt out or in danger of burn out. Taken together, these studies reflect a failure to create work that is both inspiring and reasonable. As today’s problems can only be solved by dedicating attention to them, this failure is tragic.

Social innovation can play a central role in better aligning talent to our needs by creating new jobs, helping employees become engaged in issues they care about, and fundamentally reshaping the culture of work. To make this true, a reasonable work-life balance is one obvious need. Less obvious, but perhaps just as important, is a sense of connection—both to purpose and to other people.

• Connection to Purpose: It’s important to remember that individual and organizational purpose are separate, and that understanding and supporting an individual’s purpose is as critical as encouraging focus on organizational purpose.
  
  
• Connection to People: Cultures of self-sacrifice, efficiency and competition often impede deep connection with potential allies within teams or sectors. It’s important to combat isolation and loneliness in order to maintain passion for the work.
  

Once or twice a year, the OpenIDEO team gets out of the office and away from our daily responsibilities for a team retreat. We use the time to look inward to better understand the aspirations bringing us all to work every day and how each of us is connected to a shared purpose.

While the challenges facing social innovators are serious, we have reason to be hopeful: today there are unprecedented levels of energy and creativity going toward improving the state of the world. That energy is humanity’s greatest resource, but it’s too often depleted by underinvesting in the ecosystems entrepreneurs need to thrive, ignoring the creative potential of people with lived experience, and failing to help employees connect to purpose and each other. Building the next chapter of social innovation will require new thinking, practices and tools. It'll take bold action and a continuous commitment to pushing boundaries, not settling for a place in the mainstream.

In 2020, OpenIDEO will continue to explore how the social sector can be advanced and adapted to tackle tomorrow’s challenges. Follow along and join the conversation.

Illustration by Antonio Sortino

The once radical notion of leveraging business to address societal problems has become mainstream. As of 2017, 85% of Fortune 500 companies reported their environmental and social impact—an astonishing 65% increase since 2012. By this metric, the notion of corporate social responsibility (CSR) is verging on ubiquitous.

As we wrap up the year, we’re reflecting on the power of creativity to inspire change in ourselves, our work, and the world around us. We've pulled together The Octopus’s top ten most read stories of 2019, each of which offers tips, tools, and mindsets to help you cultivate creativity as a tool to navigate the constant ambiguity facing us in these turbulent times.

And as always, a heartfelt thanks from The Octopus team for stopping by. We can’t wait to see what 2020 has in store.

1. 10 Exercises to Build Your Creative Confidence

Creativity is like a muscle—it can be strengthened with practice. Try these activities from David Kelley & Tom Kelley’s book Creative Confidence to get started.

2. Corporate Innovation Needs a Shakeup. Here’s a Blueprint.

Innovative ideas don’t happen by accident. Check out these tips for creating an environment that fosters innovation from the team behind IDEO’s newest digital tool, Shape.

3. The 3 Mindsets of Great Interaction Designers

Being a successful interaction designer is about more than mastering digital tools—it’s about the soft skills that help you push your designs to the next level.

4. The Best Managers Understand Their Employees’ Emotions—And Their Own

There’s no denying it: your relationship with your boss makes or breaks your experience at work. Here’s how the best bosses create positive emotional environments for their employees.

5. Practice Your Prototyping Skills with These 4 Resources

An old IDEO proverb states, “If a picture is worth a thousand words, a prototype is worth a thousand meetings.” These resources from IDEO designers will help you prototype efficiently, effectively, and creatively.

6. 3 Creative Exercises to Make Change Stick in 2019

We kicked off 2019 with intention, sharing three activities to help you actually reach your New Years’ goals. So, how’d you do?

7. Turns Out Emotions Do Belong in the Workplace—Here’s Why

The definition of professionalism is changing. Here’s why organizations should invest in their “emotional culture” and allow employees to express feelings at work.

8. An IDEO Recruiter’s 3 Strategies for Writing a Better Resume

Planning to start off the new year with a new gig? Use these three tips to help you create a resume that stands out in a sea of sameness.

9. AI Needs an Ethical Compass. This Tool Can Help.

Artificial intelligence is the product of those who create it—biases included. That’s why IDEO data scientists created a tool to help teams design ethical AI solutions.

10. Design an Organization’s Purpose Statement With This Tool

Why does your company exist beyond making profit? IDEO organization designers built a colorful tool to help you arrive at an answer.

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2019 was widely regarded as a year of tumult—politically, environmentally, societally. But in the face of it all, 2019 brought us unparalleled human advancement, from Greta Thunberg’s movement of youth-led climate activism to NASA’s first-ever image of a black hole. For better and worse, 2019 kept us on our toes.

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.