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.

For decades, women’s health has been underfunded, overlooked, and too often reduced to reproductive care. Medical research has been built around male bodies, while the complexity of women’s biology and lived experiences has been treated as a problem to simplify rather than an opportunity to understand.

Now, AI could change that. Designed intentionally, AI could unlock new kinds of evidence that close historical data gaps and inform better care. But if we aren’t careful, we could be scaling systems that were never designed for women and build the next generation of healthcare on the same broken foundations as the past.

The stakes are high. The opportunity is massive. This is where design matters most.

Introducing the Women’s Health × AI Exchange

We believe design can help us embrace AI’s healthcare possibilities while recognizing and mitigating its risks. And we believe the most promising futures are shaped collaboratively, by bringing different perspectives into conversation and making those possibilities tangible.

That’s why we’ve launched the Women’s Health * AI Exchange, an open, design-led exploration of one important question: How might AI meaningfully transform women’s health, and what would it take to ensure that it does?

To frame this exploration, we crafted six provocations about possible futures at the intersection of women’s health and AI. Futures where AI could:

• Reframe women’s biological complexity from a healthcare liability to a scientific asset and create new pathways for better care.
• Transform the relationship between healthcare professionals and patients, translating qualitative data into clinically actionable evidence.
• Connect the dots across a woman’s health journey to enable more proactive, preventive, and life-stage-specific care.
• Drive innovation in women’s longevity, helping researchers understand what most influences how women age.
• Flip the economics of clinical research, incentivizing exploration at the deprioritized edges and intersections.
• Put data back in women’s hands to help them find their own insights around issues where institutional research has not been prioritized.

Imagining what AI could do is only half the work. We also need to consider the shifts required to make these futures possible. And so, each of these provocations ends with the same challenge: What would it take to make them real? 

We’re inviting you into this conversation to help us collectively sharpen a point of view and co-design a landscape of opportunities. Here’s how to join.

Go to the Women’s Health x AI Exchange and choose a provocation that resonates with you. An AI facilitator will ask thoughtful follow-up questions to help you frame your point of view and articulate what you believe needs to change. Your thoughts will be posted anonymously. As more people participate, their contributions will help reveal where perspectives align, where tensions remain, and what new opportunities are emerging.

Turning tension into possibility

This conversation is just the beginning. We’ll synthesize themes and share emergent opportunities. We’ll bring together people across healthcare, research, technology, investment, and design to help us prioritize opportunities for further exploration. And we’ll translate the most compelling ideas into tangible prototypes that help people see, experience, and shape what desirable, viable, feasible, and responsible AI-enabled healthcare could look like.

We’re approaching this as an investigation in motion, not a finished thesis. Our intention is to work openly so the perspectives, provocations, and possibilities we generate can inspire and inform the people already working to move women’s health forward.

And while women’s health is at the center of this exploration, the conversation we want to have is even bigger. It is a conversation about the future of healthcare data and power. A conversation about how AI might help close the gaps that decades of underfunding have left behind, and what we can all do to ensure it does.

Whether you’re a clinician, researcher, technologist, entrepreneur, investor, designer, or simply someone who cares about the future of healthcare, we invite you to help us reimagine what healthcare could be, for everyone.

Explore the Women’s Health * AI Exchange and add your perspective.

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AI is transforming healthcare at a remarkable pace. But our understanding of women’s health has a lot of catching up to do.

During a recent meeting with a pharma client, we played a YouTube video of GLP-1 users that left the team slack-jawed. Sitting around a conference table, they watched people crack open an auto-injector and pour the contents into a vial so they could titrate out a more precise dose of the drug themselves. They heard several patients admit to using a family member’s prescription because they didn’t have their own. Others lamented that they weren’t in range for their preferred direct-to-consumer delivery platform. The realization was stark: patients knew what they wanted from their GLP-1s, and if the manufacturer didn’t provide it, they would find a way to make it themselves. In that moment, this particular pharma company understood it was not at all prepared for a future where patient expectations would remake the drug market. 

The introduction of Ozempic and new access models for GLP-1s like Lilly Direct and Hims & Hers have fundamentally shifted the pharmaceutical industry in the last five years, unleashing more self-directed therapy journeys and a new kind of healthcare consumer. Patient expectations about what pharma companies can do—and the experiences available to them in a healthcare setting—have been completely rewritten. This revolution is making traditional pharma commercialization processes that push patients and providers through a few preferred channels a thing of the past. Especially as consumer-facing startups come for their market share—and create an even larger pie.  

If pharma companies are going to meet this new wave of consumer expectations for everything from GLP-1s to hair loss and erectile dysfunction medicines, supplements to fertility drugs, they need to prioritize designing exceptional experiences that come along with their therapies. That requires building an entirely new set of skills and behaviors that can support product pipelines. Here are four crucial steps to get there.

1. Uncover the needs patients want pharmaceuticals to meet

Pharma companies need to do research with real patients to get a clear view of the full therapy journey—from diagnosis to long-term use. In that process, they can identify the highest-risk moments, like confusion over instructions, frustration over delivery methods, and potential misuse, and prioritize opportunities to improve real-world adoption and adherence. 

Lilly understood this early on. In the 1990s and early 2000s, the pharma company had several new, life-changing medications and two big challenges: Its primary drug—insulin—had to be self-injected, which patients were hesitant to do. And its drug-delivery device platform lagged behind the needs of insulin users.

Lilly approached us to design the next-generation auto-injector platform. Early in the partnership, a team of IDEO designers and Lilly leaders met with diabetes patients around the globe to better understand how they lived with the disease. They quickly realized there was a need for a device that met the needs of a broad range of dexterity-challenged and injection site-specific patient populations (including rheumatoid arthritis and psoriasis patients). As the development of multiple candidate molecules was still underway, the team focused on creating an injection experience that would work for these more challenging patient populations, knowing that a design that worked for them would also deliver a better experience for a broader swath of future users. 

While we carefully considered every feature of the autoinjector itself (from grippy labels and a stable, twist-off base to large, clear unlock tabs and injection buttons), we also designed packaging that fit in a standard-sized refrigerator, created a set of highly visual instructions, and took into account the involvement and support of family members and caregivers. 

Fast forward to 2026, and Lilly is still leveraging the design we made together to not only support pre-diabetes treatments like Trulicity, but also psoriasis therapies like Taltz, migraine therapies like Emgaility, and GLP-1 molecules like Mounjaro and Zepbound. The latter accounted for the majority of the company’s annual revenue in 2025. Taking the time to create a comprehensive drug delivery experience has yielded an invaluable delivery toolkit that Lilly and the patients they serve still benefit from today.

2. Design the experience around the therapy

As more and more pharma companies create consumer-style experiences, it’s crucial they build services and tools that support onboarding, adherence, and ongoing use. Standing out is no longer just about drug efficacy. It’s about how well patients with all kinds of needs and circumstances can access and adhere to the therapy—and how well pharma companies can deliver against their competitors. 

When Sanofi launched Beyfortus, the first-ever RSV immunization for newborns, in 2024, it was a milestone in the fight against the virus, which had resulted in the death of 445,000 babies worldwide in 2019 alone. But the company knew that growing anti-vaccine sentiment might prevent parents from giving their children the potentially life-saving immunization. 

Together, we conducted research with parents, caregivers, healthcare professionals, and healthcare administrators in Germany, Spain, China, and the US to identify barriers to adoption across cultures. The team quickly discovered that no single approach would work across Sanofi’s 20-plus international markets. Training for medical professionals needed to be flexible and customizable. They also discovered that discussing immunizations right after a baby was born was too stressful for new parents.  

Ultimately, the team created an accessible global communication toolkit with straightforward language, metaphors, and illustrations to support informed conversations between providers and parents before and after a child is born. Then they held a series of market-fit co-design workshops to make the tools more resonant with regional customers and ensure compliance with local regulations.

In its first year on the market, Beyfortus became a $1.8 billion therapy, and more than six million babies have been immunized. 

With a growing funnel of information about drugs, therapies, and even supplements, pharma companies must cut through the noise to support patient understanding and adherence. 

3. Define how you show up beyond the drug

To have an even greater impact on patient outcomes, pharmaceutical companies should explore new roles, partnerships, and models. That could mean creating new offerings that combine a given therapy with support and services, building partnerships with payers, employers, or platforms to extend reach, or creating models that tie therapies to long-term outcomes and value.

Japanese pharmaceutical company Otsuka is perhaps one of the most diversified pharma organizations in the industry, focusing on above-molecule interventions including companion diagnostics, digital technologies, and other tools that enhance the effectiveness of chemical or biological treatments. With a business that spans traditional drug development and manufacturing, digital solutions, and even consumer products such as Pocari Sweat, an electrolyte drink, Otsuka has bet that diversity and go-to-market pathways will lead to better experiences for patients. Not to mention these touchpoints also provide deep insights into the needs of the people Otsuka serves. 

In 2018, Otsuka joined forces with Click Therapeutics to develop digital health services to accompany one of its leading medications, aripiprazole. The antipsychotic is used to treat schizophrenia, bipolar disorder, and major depressive disorder (MDD). By 2024, the company had developed an app featuring activities aimed at treating MDD. The partners chose a challenging but potentially impactful area for their pilot program: four primary care sites within the National Health Service (NHS) in the UK with a high caseload of MDD patients, where a digital solution combined with antidepressants could significantly reduce the burden on these sites.

Depression is widespread across the UK, and the treatment demands on the NHS are considerable. However, the system lacks the resources to provide every patient with the necessary services to treat their conditions. This digital companion to antidepressant medication aims to improve treatment effectiveness, and if the pilot is successful, it could significantly ease strain on the NHS while helping patients achieve better outcomes. 

4. Create a human-centered R&D pipeline

Creating more human-centered packaging or instructions to help people better understand a drug is an effective step forward, but exploring new internal capabilities that make your innovation pipeline more future-fit and human-centered can be transformative. 

That work can take many forms: building a beacon project that upskills product and team leadership on methods to better understand the decisions consumers are making today and in the future, introducing futures-thinking to help your team look beyond the next five years, or reinforcing purpose and culture to empower employees to make patient-centered decisions. 

In 2020, as Moderna raced to deliver a COVID-19 vaccine during the pandemic, the company needed to grow exponentially—and rapidly. However, by hiring employees from traditional pharma giants, it risked losing the unique entrepreneurial culture that made it successful in the first place—one that embraced speed and accepted risk. This shift could have limited its future ambitions of developing breakthrough products to combat other viruses and diseases, and even cancer. 

Together, we worked to codify the company’s culture and values into a set of Mindsets that would empower employees to move quickly, evaluate risk, and make the right decisions. The team met with Moderna veterans to gather stories about key cultural moments, like when a crucial piece of equipment didn’t fit in the door, and employees knocked down the wall to keep vaccine production moving. Insights from these stories became Mindsets, like “Act with urgency: Action today compounds the lives saved tomorrow” and “We behave like owners: The solutions we’re building go beyond any job description,” that were then tested with new hires, employee resource groups, and others across the company.

The Mindsets were more than a tagline: they set the stage for continued progress and future breakthroughs. Today, Moderna is working with Merck on a cancer vaccine that just completed a successful Phase 3 clinical trial.  

This sea change in consumer expectations for medicines and therapies can feel disorienting for traditional pharma companies—but it also offers enormous opportunities for those that think outside tried-and-true drug delivery channels and embrace human-centered design. By truly understanding patient needs, finding new and inventive ways to support them, and building the capabilities to empower your people to create a human-centered R&D pipeline, organizations can distinguish themselves in the market. These behaviors can not only drive the market, but more importantly, radically improve patient outcomes. 

“This sea change in consumer expectations for medicines and therapies can feel disorienting for traditional pharma companies—but it also offers enormous opportunities for those that think outside tried-and-true drug delivery channels and embrace human-centered design."

A pioneer of human-centered design at IDEO, Jane Fulton Suri joined one of IDEO's predecessor firms, ID Two, in 1987. With a background in psychology and architecture, she gained early experience as a researcher at the renowned former Institute for Consumer Ergonomics at Loughborough University of Technology. At ID Two, and later at IDEO, Suri introduced social science principles to the design industry, which had not yet fully embraced them. Her contributions would go on to reshape the field.

Suri’s influential 2005 book, Thoughtless Acts?: Observations on Intuitive Design, features a collection of snapshots that highlight the subtle, instinctual ways people interact with the everyday world. It’s a love letter to observation as a design discipline with real-world impact. Her work in human factors at IDEO has influenced products people use every day, from rubber grips on Oral-B toothbrushes to redesigned Evenflo strollers. In recent years, she’s expanded her focus beyond human-centered design to explore how patterns found in nature and living systems can inspire more sustainable solutions—what she calls life-centered design.

Now a Partner Emerita, we were so glad to welcome Jane back to IDEO earlier this year for a conversation with our design community. 

Mike Peng (MP): If you don’t mind, Jane, tell us about your origin story and how you came to IDEO. 

Jane Fulton Suri (JFS): I started out in psychology because I was really interested in people. And then I got really interested in people in the everyday world. I brought that mindset into design: Let’s get out there and see what people really do. 

I found myself working with manufacturers to help them understand why people didn’t do what they expected them to with power tools, motorcycles, and other dangerous things. A lot of my work was mitigating disaster. And I thought, this is crazy. Why aren’t these conversations happening while things are being designed? Problems are easier to remedy at the design stage than when they’re on the market.

Then I met Bill Moggridge, one of IDEO’s three cofounders, because a friend of mine was his client. He was a myth and a legend. After our conversation, he asked me, “What do you want to do now?” And I said, “I’d like you to offer me a job!”—which was very, very uncharacteristic of me. I had no clue what I was getting into.

I quickly realized I needed to understand what my teammates were doing and value that, then add ideas about going out, meeting people, and watching what they do.

So instead of having the answer, I realized the point was about discovering together how to make the design brief better. That became the practice—getting away from the desk. And now that means teams getting away from their screens and going into the world together.

MP: Now user research and ethnography are common practice in design. What were the early days like?

JFS: When we started out, we had no budget for anything I wanted to do. I had to convince my colleagues it would be exciting and interesting, and that we’d have good stories to tell our clients. Then it became a bit of a sales story about why it might take an extra week or two, or even a month, to do the project.

What we were doing was more like exploration; we didn’t know what we'd find, and afterward, we would probably want to do something different from what we’d promised when we wrote our proposal. 

MP: If you had to sum up a few of your most memorable projects while you were at IDEO, what are some of the ones that really stood out to you?

JFS: Early on, Supercuts invited us to bid on an innovation-focused job. At the time, we were essentially a product design company. David Kelley, Tom Kelley, and others weren’t sure what we might do for a company like Supercuts.

So with one of the other early human factors researchers, we went out and got haircuts. Then we went around the city just looking at different hair stylists’ establishments. We started putting together a story of how customers make decisions from the moment they think about wanting a haircut to deciding where to go, making their first appointment, then all the behaviors that follow, like primping a bit before you leave the shop. 

We had a lot of fun engineering this great crazy clipper. But I always believed our best ideas were these little moments throughout the experience, like getting a cape that made you look good, or a mirror that said “Supercuts” so you’d remember where you were. That was our first customer journey map.

MP: Are there other memorable moments that really stick out to you?

JFS: One of the most moving ones for me was at IDEO Chicago, years and years and years ago, when colleagues of mine were working on the LifePort Kidney Transporter. The project was all about how precious a kidney is. The team described their experience in the operating theater, seeing the surgeon take this living element and cup it so gently, like a baby bird, as he transferred it to where he needed to place it. That recalibrated the team’s thinking about designing the carrying system, because we’d just been thinking about it functionally and mechanically. But it also let them tap into what it really means to design for a living passenger. 

MP: Let’s dive into the craft of design research. How do you know when a research insight is truly great?

JFS: Insight, for me, is a change of state in our understanding. There's an epiphany of sorts, a new recognition. You get an insight by being a sensory human being, observant and absorbent through all your senses…and then discovering you are excited about something new. Design and innovation take a lot of personal energy. That human emotion has to come from you.

And that’s what happens when clients get really drawn into ideas, too—they feel you’re changing the way they see things. 

MP: What fundamentals do we need to continue to embrace to do research well?

JFS: Nothing beats being an aware, sensory human being who is curious about other people, places, and things. Research doesn’t have to be expensive. Even a conversation with one interesting person, or exposure to an unfamiliar place, will do.

Sometimes we're reluctant to put something in front of the client that we think is a really cool idea, but nobody has said they wanted it. Perhaps the research didn’t show that it was a really good idea yet. But sometimes we have to have conviction about our own perspectives and the confidence to share innovative ideas, even without hard evidence. I’ve always felt that. 

MP: One of the most important phases of IDEO’s design-thinking process is synthesis—taking the messy materials we’ve gathered during research and making sense of them. How do you approach synthesis?

JFS: I once wrote a piece about how what happens in the design process isn't the same as how we formally describe it. One story stands out. I call it “the black shoes.”
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‍Annette Diefenthaler, now Professor and Executive Director of the Munich Design Institute, was an IDEO researcher working with a global bank trying to set up a presence in Russia. The team had done loads and loads of interviews with people about banks. Late one night, on the way back to their hotel, Annette saw a big shopping center. She asked the driver to stop, because she realized they'd had no time, other than doing their interviews, to absorb much about the culture.

So she went into this big mall, and Annette was stunned by how simply the department store had arranged its products. One wall was just black shoes all lined up, all the different kinds of black shoes you could have. It was all really obvious and not very exciting because there were only black shoes—no glitz at all.

What she took from that was: this is a culture where trust is built by showing what there is. It was so honest and direct. And here we were, talking to all these people about banks and trying to understand how to build trust in an alien brand. She had a flash of insight that suddenly made sense of what the team had been hearing. The bank needed to be so much more straightforward and transparent about its services. “Black shoes” became a mantra for that project and shaped how they designed the bank’s interior and described its offer.

This insight came from a moment that was completely off script. I love that. You can’t always get to an insight by staring at your interview notes. You get it because it’s somehow gotten into your viscera.

MP: Are there any moments where you found creative ways to present research to clients to help them make decisions?

JFS: Instead of personas and customer descriptions, a team once created a series of packed suitcases that represented the different types of travelers they interviewed. The client loved that one.

MP: How do you find the courage to decide to deliver an installation of suitcases instead of a more traditional research deliverable, like a presentation?

JFS: You need to tune in to what your client needs to absorb and what you want to communicate, and be ready to experiment with how you do that. You need to get good at failing. You try things, fail, and learn how to gauge what might work better the next time. 

MP: You’re an incredible artist—I’ve seen your woodblock prints. You’re also an amazing rock climber and swimmer. I’m curious how these activities helped you develop your craft as a researcher and a designer.

JFS: There’s something very elemental about all of them—they’re direct experiences of the world. You give your weight over to the rock. You trust the water. Even with woodblock printing, what I love is how material it is. I use sharp knives and gouges to carve the wood, then I learn how much water and ink to use and how the brushes work. 

That’s the thing I find really exciting. The fact that human beings have evolved to make beautiful things, that connection of making and place is a crucial motivator.

MP: You are one of the authors of the first edition of The Little Book of Design Research Ethics. I’d love to hear your perspective on the ethics of the discipline, and what we should keep in mind as we increasingly rely on technology. 

JFS:  I have a problem with the term research, partly because I think it connotes things like clipboards and taking notes—that we’re documenting other people’s lives. I’m happier when it all feels more like co-discovery, exploring together. We are together, engaged in this space, noticing things about your behavior as well as what I’m thinking about your behavior. And it's more collaborative.

 Co-discovering with other humans is a much nicer place to be.

MP: Looking back, knowing what you know, what advice would you give young Jane? 

JFS: I think I had imposter syndrome for about five years or so. I could have moved along a lot faster if I’d had a little bit more confidence and maybe a few more people telling me that it was okay. 

MP: Are there any insights from your human factors work that you apply to the broader scope of life-centered design, and how we can learn from that?

JFS: A human being is a living thing in a living system of other living things. Observation and curiosity are key—we should keep asking the same kinds of questions about the inherent behavior of those systems, as we would ask about people: what they really do, what motivates them, and how we can gain insights from them. This goes back to your question about how rock climbing, swimming, and art come into it, in the sense that we can think more broadly about the elements that matter to people. There’s a whole living world out there with great examples of elegant systems we can learn from.

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This Q&A has been edited for length and clarity. 

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“Insight, for me, is a change of state in our understanding. There's an epiphany of sorts, a new recognition. You get an insight by being a sensory human being, observant and absorbent through all your senses."

When category-defining challenges like disruption, the accelerating pace of change, and the need to rethink how organizations work are on the table, looking back on the current year and fighting for the same budget won't work. That's why many of the leaders we partner with are massively rethinking their priorities and where to best focus their resources. 

It’s a lot to balance, but the process doesn’t have to feel like guesswork. For several years, we’ve been using a tool we call the Planning Canvas, which provides a clear, strategic, and uncomplicated way to reflect on what has changed, what you’ve learned, and what matters now before planning for the coming year. It’s a simple way to help you evaluate where you are, and what levers you might pull to get your organization where you want it to be.

Download the Canvas

Our 2027 Planning Canvas walks you through three effective steps: 

1. Reflect on what’s changed
2. Imagine the impact you want to have in the near future
3. Decide what to double down on, reform, let go of or pursue as a new bet

We recommend using it for individual reflection ahead of annual planning, before team sessions and leadership decision meetings begin. It will help you arrive with a clear point of view on what has changed, what matters now, and the choices worth putting on the table. At the same time, don’t hesitate to adapt it to your needs. If facilitating a collaborative conversation across your team aligns better with your organization's culture, this tool can help with that, too.

The goal isn’t to predict the year ahead perfectly. It’s to enter planning conversations with a sharper point of view and the confidence to make impactful choices together. We hope you find it useful. 

Looking for more help with strategic challenges? Get in touch. We’d love to connect.

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At a time when uncertainty feels like a constant, leaders across categories can find it tough to make confident planning decisions for the year ahead.

As a former IDEO client, I saw firsthand the power of design to inspire positive change within the world of finance. Now, I’m a Partner and head of the financial services practice, where my work is stitched together by a common thread: As finance increasingly becomes digital and decentralized, as demographics and attitudes change, and as weighty questions about our climate future and tackling inequity arise, many of the clients I work with are facing tremendous threats to their current ways of doing business—but also tremendous opportunities.

I build deep relationships with banking, wealth management, fintech, and insurance clients of various scales and at various life stages and help them grow new muscles.

Prior to joining IDEO, I served as senior counselor to now-U.S. Senator Elizabeth Warren and as the first Assistant Director for Consumer Engagement at the Consumer Financial Protection Bureau, where I led brand management, digital strategy, and consumer experience.

For more than 10 years, I have focused on cultivating craft and content excellence at IDEO Shanghai, helping creative leaders and courageous clients do career-defining work together. I partner with multinational and Chinese organizations across industries, using human-centered design to drive category growth, develop innovation capabilities, and launch new brands and products. And I am passionate about developing talent that has the ability to deliver culturally-relevant and strategically-impactful work across cultures.

My clients have included companies like Volvo, IKEA, Nike, Shinho Foods, Envision Energy, Ford JMC, Fotile Kitchenware, L’Oréal, CR Land, John Deere in India, and Intercorp in Peru. I have spoken at events hosted by ChinaAccelerator and the Innov8rs Conference in Shanghai.

Prior to joining IDEO, I worked as a Creative Director focused on brand strategy and brand identity systems in France, the UK, and Vietnam. I hold a Master’s Degree in Visual Communication from Olivier de Serres, Paris, and a Master’s Degree in Creative Practice for Narrative Environments from Central St. Martins School of Art and Design, London.

My portfolio of work is focused on transformation strategy for platform businesses by growing capabilities, developing product strategy, cultivating change, and pushing the edges of media and technology. I have cultivated key relationships and nurtured business partnerships to develop a multimillion dollar, industry-facing consulting portfolio and have designed products, strategy, and experiences that have become category leaders.

I am passionate about developing practices and capabilities that uniquely bridge design strategy and developing new products and services while accelerating transformation to create future-fit organizations.

I bring expertise from previous careers in architectural design and luxury hospitality operations. I hold a Master of Architecture degree from California College of the Arts. In addition to my design and leadership practice, I have taught courses in interaction design, architecture, film, and creative leadership, and have guest lectured at the University of California at Berkeley, California college of the Arts the d.school at Stanford, and The School of the Art Institute of Chicago.

As a Partner and Managing Director for IDEO’s Play Lab, I drive the growth of the Play Lab’s business, the strength of our partnerships, the delivery of our work, and the growth of our people.

As a champion of the power of Play in addressing complex challenges, I have nurtured an integrated research, design, and development team that brings interactive, and playful experiences to market. I have helped clients enhance workplace culture, championed responsible digital design, inspired underrepresented students to pursue careers in STEM, and supported organizations as they adopted circular economy practices.

I have shared my passion for play at SXSW, The Delight Conference, The Culture Summit, and in numerous podcasts and articles. Prior to IDEO, I designed  toys at VTech and University Games, and held lead product roles at thredUP and ShopWell.

A former Aspen Institute First Movers Fellow, I now have the privilege of guiding cohorts of corporate social entrepreneurs through the program as a member of the design team. As an educator, I have taught undergraduate design classes at Stanford University, and served as co-instructor for IDEO U’s “Creative Thinking for Complex Problem Solving” course. I hold a BS in Mechanical Engineering and an MS in the joint program in Design from Stanford University.