In 2017, IDEO acquired longtime partner Datascope and integrated the company’s data scientists and engineers. Datascope team members aren’t just passionate data scientists; they’re human-centered designers who happen to work with data, as illustrated by successful collaborations like this one:

If Procter and Gamble (P&G) were a city, it would be the size of Boulder, Colorado. The company employs more than 100,000 people in 70 countries. Its research and development team is made up of more than 20,000 specialists working across locations, languages, and areas of expertise, from cleaning chemicals to paper products to over-the-counter medications.

P&G approached Datascope to help the company connect these researchers to one another and the rest of the organization. In working with P&G leaders, Datascope found that the company needed a better way to access and leverage employee expertise. Managers routinely got requests from researchers looking to work with others in their subject areas, but didn’t know how to identify the right partners or set them up for fruitful collaboration.

Datascope gathered internal data, including unstructured research data on the scientists’ interests and who they partner with most often. The team used that information to develop two new systems that bridge the gap for P&G researchers and managers. The first is an internal search engine that lets managers quickly find and connect the right experts across P&G offices worldwide. The second is a data visualization tool that highlights subject areas ripe for more collaboration among experts and research teams, who may already be asking similar questions. This intelligent tool can surface relevant, timely information managers need to connect their teams.

P&G already had a practice of collecting information for product research, but it wasn’t until Datascope came on the scene that the company took advantage of large, multi-layered data sets and made them more intelligent, so leaders could expand P&G’s expertise through new global partnerships.

In 2017, IDEO acquired longtime partner Datascope and integrated the company’s data scientists and engineers. Datascope team members aren’t just passionate data scientists; they’re human-centered designers who happen to work with data, as illustrated by successful collaborations like this one:

The second a smartphone debuts, buyers, bloggers, and journalists begin writing comments and reviews—and users start troubleshooting. Motorola Mobility wanted to tap into this river of data, but didn’t have the right tools to collect and respond to it.

Motorola’s design, engineering, and service teams hoped to identify product problems early, address them quickly through customer support, and ultimately fix them in future releases.

So Datascope built a custom engine that aggregates and analyzes feedback from hundreds of millions of phrases and internet references, drawn from consumer sites, user forums, news coverage, social media feeds, and product reviews. The tool parses key, product-specific information and routes it to the right Motorola teams: hardware, software, connectivity, and interface design, to name a few.

The analytics and visualization engine not only studies product performance in real time, but it also uses algorithms to gauge customers’ emotional reactions: Do they like the phone or hate it? Do they have complaints? Are they recommending it to friends?

Datascope’s tool translates all this data into simplified to-dos that are sent to the correct service and repair staff before user issues can mar a product launch or even the company’s reputation. And as engineers discover more about how a phone performs in the real world, they learn how to avoid making similar mistakes in the future.

The tool proved valuable as soon as it launched in 2012: When Motorola released the RAZR M smartphone, customers had a hard time figuring out how to use wifi and voice features at the same time and lodged complaints online. The engine recognized the pattern of complaints and alerted Motorola's customer support team, which was able to post responses with clear instructions in every relevant forum, turning a potential customer satisfaction problem into a positive interaction.

Motorola continued to use the engine to address issues in later releases of the RAZR M. The advance warning made engineers’ lives easier, while better handsets and software made for a more seamless customer experience. Improvements were also evident in the RAZR M’s well-reviewed next generation, the RAZR MAXX.

Based on the tool’s success, Motorola used it to improve the company’s supply chain and product development process. And beginning in 2014, with the Moto 360 smartwatch, Datascope’s analytics engine has been used to gauge performance and public sentiment not just for new smartphones, but for Motorola Mobility’s entire line of products.

For most parents, ensuring their child’s proper nourishment is a top priority. But that’s not always easy, especially for parents on the go. Plum Organics, an organic baby food company, set out to solve that problem by providing families with pureed fruits and veggies in pouches, making it easy for them to feed their babies. Plum approached IDEO for help designing a non-pouch package that could showcase the vibrancy of the ingredients within.

By conducting research and in-person interviews with families, Plum set out to ensure that the new product was both desirable and functional for parents and their babies. By joining families in their homes, IDEO was able to gather essential insights that helped inform prototypes and the final design, like the fact that nothing can replace the feeling of making an intimate connection with a child through spoon feeding; that baby food is often wasted if a parent can’t remember how long a product has been in the fridge; that families struggle with how to spoon-feed their children on the go without making a mess, and that both parents and retailers were concerned that baby food jars don’t stack securely on shelves.

With those insights in mind, the team designed a transparent bowl that allows consumers to see the natural color of Plum’s vibrant, organic food. A resealable lid makes it easy for parents to store food between feedings, and the container includes a feature that allows them to track the day that they opened the pack to ensure that they don’t end up throwing away perfectly good food. Lastly, the new package is easily and safely stackable and includes a divot in the lid for parents to rest a spoon on, making for a much cleaner and more sanitary feeding experience.

Baby Bowls for Plum are now available at retailers nationwide and are a natural evolution for the brand, helping Plum continue to provide high-quality, organic baby food for consumers and their children, even if they’re eating on the go.

Accessing our genetic code is as easy as spitting in a tube, but how can we benefit from all that DNA data? IDEO surveyed more than 1,000 Americans about the gene sequencing services they want. "Give me things I can act on,” one respondent said. “Give me advice, action plans, apps, and tools. Information is just air until I can put it to use." As it turns out, tools that can translate our genetic information into better life choices—to improve our health, chart our family history, or even find an effective exercise routine—are hard to come by.

Inspired to organize and apply the wealth of genetic data in all of us, Helix envisioned the first online platform for products that offer insights based on a person’s unique DNA sequence. The startup’s founders approached IDEO to help them get to launch by identifying their future market segments and designing their brand and product offering.

Helix sequences all 22,000 of your genes from one saliva sample—sent in a mail-in kit—and hosts a marketplace of products developed by trusted brands and innovative developers that explore your health, ancestry, entertainment, family, fitness, and nutrition. Similar to the Apple app store, Helix lets you pay individually for the products you want and is a platform for developers to launch new offerings over time. After you've provided a DNA sample once, every product in the Helix store is made available to you on-demand. So, as new products are launched and new discoveries are made in the field of genomics, the data from your original sample is all you’ll need to keep exploring your personal genetic insights.

IDEO engaged a range of users, including early adopters of at-home genetic tests and “quantified self” enthusiasts, and surveyed potential Helix customers across the country. That qualitative and quantitative research validated Helix’s “app store” business model and provided key insights into the products people were most interested in.

Through the partnership, Helix uncovered what users need most from a genomics company:

• to prioritize the accuracy and privacy of DNA test results
• to encourage a sense of discovery and exploration of our genes
• to celebrate each individual’s unique qualities

A team of ethnographers, data scientists, and designers at IDEO helped direct the startup’s brand approach (including its name, Helix) and crafted a blueprint for how the company connects with customers and presents its product. The Helix store launched in July 2017.

Our DNA used to be a mystery—something we guessed at by observing our parents. Now, easy access to our genetic code—and the tools to truly understand it—arrives on our doorstep.

Many companies are withdrawing financial guidance, and stock markets are whipsawing against tariff talks and social media speculation. Global uncertainty is now on par with—or even higher than—the peaks of the COVID-19 era, according to indices like the Economic Policy Uncertainty Index. Even trade experts can’t confidently answer pretty simple questions like: How many units will we sell? What will it cost to deliver our service in the next three months?

Every leadership team we talk to is operating in a fog. Whether they admit it or not, that fog is affecting their risk appetite: They are delaying projects, sitting on approvals, and slashing budgets. With tariffs swinging wildly, it’s tough to plan ahead. A once-profitable offer can turn into a loss overnight. Even companies with limited exposure to physical goods can feel the ripple effects through disrupted supply chains, spooked investors, or sudden stock price drops.

It’s no wonder leaders feel paralyzed. But resilient organizations don’t wait for certainty. They aren’t afraid to rethink how they lead, focus, and design for the future. In times like these, fear can’t be your compass. It’s time to step out of preservation mode and chart a course toward where your organization needs to go.

So, how do you lead through uncertainty and regain momentum? Here are four methods we’ve been using with our clients:

1. Focus beats forecasts

When everything feels urgent, nothing gets done. Leaders must help teams focus their energy on what truly matters—starting with the courage to say no to outdated initiatives, pet projects, or business-as-usual efforts that no longer serve your strategy. Focus isn’t just about doing less, it’s about freeing up capacity and renewing energy to go bolder on the bets that will shape your future. A global retailer navigating supply chain turmoil and changing consumer habits might choose to pause low-impact projects to focus on one priority: last-mile delivery. That kind of clarity can boost fulfillment speed, earn customer trust, and drive revenue. Achieving this kind of focus means aligning across functions, reaching beyond silos, and creating momentum—even without perfect clarity. Because in moments of uncertainty, focus is the fuel that keeps progress alive.

2. Rethink where to play

Whether we’re designing a product, service, strategy, or experience, we also have to design for where, how, and at what cost it gets delivered. It’s no longer just about customer segments; it’s about navigating geopolitical risk, regulatory change, and supply constraints with agility. That requires a new playbook—one that views the landscape like a moving chessboard—where your next move depends on which pieces are in motion and how the board is evolving. Imagine a toy company facing price uncertainty, choosing to prioritize growth in regional markets closer to where they produce, and then amplifying their sustainability efforts and local stories in their marketing. Routing the right products to the right markets still matters. But so does staying light on your feet. Embracing flexibility—and even a playful mindset—can help your teams move forward with confidence, not fear, as the environment continues to shift.

3. Momentum > perfection: redesign for rapid experimentation

When the future feels uncertain, the instinct is often to pause. But pausing comes at a cost. The businesses that thrive now are those that experiment faster, not because they know exactly what will work, but because they’re willing to learn their way forward. You may not have enough certainty to build a multi-year roadmap. But you do have the tools to test, iterate, and adapt in real time. A beauty brand facing increased production costs on all of its packaging might rapidly pilot makeup refillables via mobile pop-ups to prove out a new customer behavior that is both more sustainable and lower cost for the brand to deliver. This also shifts how your teams work: embedding lightweight prototyping, faster feedback loops with customers, and an emphasis on small bets that unlock new opportunities into the day-to-day. These small wins build resilience. And resilience builds momentum. In this climate, progress—even if it’s imperfect—is the boldest move you can make.

4. Digital products can offer a beacon of hope

With physical goods and global delivery models under pressure, we’re seeing renewed interest in digital experiences and revenue streams. For many, digital feels like the one domain where they can move faster and iterate more freely. Consider re-imagining the digital experience not just as a supporting channel or companion app, but as a core engine of new customer acquisition, brand loyalty, and resilience. Let’s say a health-insurance provider is facing rising service costs: launching an AI-assisted care-navigation app where members could check symptoms, book telehealth visits, and file claims all in one place could help the company cut support call volume, improve the customer experience, and help people catch health issues early, avoiding costlier medical interventions later. To unlock the full potential of digital, invest in product-led growth strategies across customer touchpoints—where value is delivered through the experience itself, and innovation is driven by real-time data and user feedback.

Where we’re going, there are no roads.

There’s no map for what comes next—but that doesn’t mean the answer is to stand still. Regaining momentum is less about knowing the final destination and more about having the right compass to guide you through the fog. At IDEO, we’re working with leaders across industries to shift out of survival mode and design for the clarity, confidence, and energy their organizations need right now. If you’re ready to move through the uncertainty, we’re here to help you chart your course.

The business world runs on planning: forecasts, earnings calls, revenue projections. But right now, that’s mostly guesswork.

He had taken a disability leave from work to prepare for the removal of a tumor on his spine. The drives to his appointments had become routine, each trip a reminder of how much his body was changing—and how much he now relied on me. He said, “I’m going back to work after my surgery.” Despite my uncertainty, I didn’t argue. The surgery gave him a 50 percent chance of walking again, and for him, that was enough. But the probability alone was not enough to prepare me for what came next.  

At 22, I came face-to-face with the hidden costs of healthcare when my father became paraplegic. Since then, I’ve become his sole full-time caregiver. This role has profoundly shaped my perception of the healthcare system—not only exposing the many gaps in healthcare but also the massive opportunities to improve how care is designed and delivered.

Today, alongside my role as a caregiver, I am an interaction design fellow at IDEO, where I spend my days collaborating with other designers to shape and refine human-centered experiences. Part of our job is to listen with empathy to user pain points to craft useful solutions that foster trust and understanding. As both a caregiver and a designer, I deeply understand these pain points and how we can design solutions that ease the burden on the 24 million caregivers in the US alone—whether it’s creating clear, comprehensible medical bills or developing devices that help prevent further health complications. Here are four massive opportunity areas I believe we need to solve for.

Mitigating enormous burnout

The first few years were by far the most difficult. My peers were embracing the newfound freedom of adulthood, while I was responsible for everything from dealing with insurance companies to daily cleaning and bandaging his stage-four wounds. I was in and out of the hospital, drowning in paperwork and trying to make sense of my father’s condition, his medications, new routines, and medical bills. I spent countless hours battling with insurance reps, demanding appeals, chasing down unreliable case managers, and pushing charge nurses to advocate on my father’s behalf. The burnout was debilitating. But there are so many opportunities to lessen that load.

Technological tools that patients and their families can trust can help close the gap in an inequitable healthcare system. Already, AI tools like Hyro AI and SICURA by Nohold are taking on some of these pain points by reducing the complexities of dealing with insurance, treatment options, and medical jargon. Hyro AI is even integrated into many electronic health record systems, allowing patients easy access to their personal health information to understand and manage treatment.

But what if AI patient advocates could take things a step further, flagging biases, challenging questionable denials, and assisting with appeals? As insurance companies increasingly use AI to deny claims, such a tool could help level the playing field, ensuring that vulnerable patients aren’t silenced by the very systems meant to support them.

Navigating the system

My father was hospitalized for over a year following his surgery, moving between the ICU, skilled nursing facilities, and acute rehab centers. Each stay brought hefty bills, frequently arriving months later with little clarity about their origins. They were outrageously expensive, and I struggled to understand what we actually owed—or why we owed it in the first place. Between the maze of Medicare, state programs, and private insurance, determining financial responsibility was completely overwhelming, and cost transparency was non-existent.

What if medical bills were as clear as itemized receipts, with straightforward descriptions alongside hospital codes? Originally designed to prevent fraud, medical billing systems rely on cryptic codes like “ICD-10” and “CPT”—effectively standardizing claims but making them nearly impossible for patients to decipher. While these systems serve the industry, they often do so at the expense of patient transparency and accessibility. An app that translates these complex codes into a simple, easy-to-read breakdown would be invaluable.

Beyond that, there’s an opportunity to design a visual progress tracker or dynamic dashboard, helping caregivers and patients manage payments, track processing status, and reduce the financial guesswork that adds unnecessary stress to an already difficult journey.

As a young adult learning to manage my own financial responsibilities while taking on my father’s, I found myself in need of a financial “buddy”—someone who understood my situation and had the expertise to guide me. While some companies, like the AI app Cedar, are tackling this issue, there’s still significant potential for innovation in this space.

Providing physical care

Whenever my father developed a stage-four bedsore, I had to administer IV antibiotics every six hours for eight to 12 weeks. During these times, I was stuck at home, bound by the six-hour window, having to reposition him every two hours to help the wound heal and prevent new sores from forming.

When you care for someone with limited mobility, bed sores are one of the most challenging issues. In the US alone, nearly 60,000 people die from bed sore complications annually. They emerge shockingly quickly and can go from the size of a nickel to so deep you can see bone. For caregivers, the physical toll of lifting and repositioning their loved ones can be overwhelming; it often left me physically drained and emotionally exhausted.

After dozens of hospital trips and many sleepless nights, I decided to invest in a specialized bed that could handle repositioning. But insurance doesn’t cover them. And they range from $2,000 to $15,000. A pressure-relieving mattress adds another $500 to $3,000, and professional assembly—often required—can cost an additional $200 to $500.

Imagine if there was a smart, modular bed for paraplegics that automatically adjusted using an AI-powered scanning app to track movement and prevent pressure sores. It could offer personalized configuration by allowing users to add or remove features as needed, enabling customization at home. Additionally, an affordable smart mattress that monitors sores and relieves pressure could greatly benefit both the caregiver and the patient. Accompanied by an AI-powered scanning app, the bed could track movement and prompt timely repositioning. Companies like Tidewave and Arjo already use technology to help mitigate bedsores, and the ForeSite Intelligent Surface (IS) by XSENSOR uses AI to monitor the real-time emergence of sores. However, these solutions are largely limited to hospital settings. If a company could create an affordable version for home use, it could significantly improve the lives of millions of patients and their caregivers.

Accessing home modifications

When my father was discharged from the hospital, it was up to me to find a wheelchair-accessible home in the Bay Area. Whether it was too-narrow doorways, steps, or tight corners, none of the homes I toured had the necessary modifications for him to navigate in his power wheelchair. The home we finally found had enough space to meet his mobility needs, but we still had to pay out of pocket for ramps, touchless light switches, and other accessible features. Even now, he can’t leave the house on his own. He can’t reach the door handle from his wheelchair, and the ramps are too narrow for him to safely navigate alone, leaving him at risk of getting stuck—something that has happened more times than I’d like to count.

Instead of having to tour each house with a tape measure in hand and the wheelchair measurements stored in my phone, it would have been incredibly helpful to have an app that could instantly tell me if a wheelchair would fit through the doorframe or if adding a ramp was feasible.

Imagine if that app connected to stores like Home Depot or Amazon, curating a list of items I could purchase directly, without the hassle of checking measurements myself. Or, what if real estate or rental apps had a special section for homes that had already been modified or were built with accessibility in mind? With the right tools in place, I could have avoided much of the uncertainty and frustration, making the journey to find an accessible home much smoother for both my father and me.

What began with inexperience and uncertainty has evolved into a journey of growth and adaptation, both as a caregiver and a designer. Together, my father and I have learned a lot about how to live our new life—and each other. It has not been easy. And there is so much opportunity for insurance companies, healthcare providers, and startups to alleviate the unnecessary stress for caregivers and their loved ones. As the caregiver population continues to rise, the need for innovation is clear—without it, millions will continue navigating these challenges alone. As designers, we’ve only scratched the surface—there is so much more that we can do.

As my father and I prepared to head to Stanford for yet another doctor’s appointment, I remember asking him, “Are you prepared to never walk again?”

As you play, your job is to move a circle from one side of a line to the other. At each level, you have to wait one more second before you can cross the line. It’s both easy and increasingly boring—until you up the level of friction. The harder you make it, the more obstacles fill your path, and the more points you score. The higher the friction, the greater the fun, sense of accomplishment, and meaning.

This is a principle that’s true across play. Think about it: You could walk to the kitchen to grab a glass of water, or you could pretend your kitchen floor has turned to gooey molten lava, and hop  from chairs to rugs to the sink to get what you need. You could sit around at home mindlessly watching TV on a Friday night, or you could pay money to be locked in a room with your friends, forced to solve puzzles to earn your collective freedom.

As the Executive Managing Director of IDEO’s Play Lab, I lead a team of toy inventors and designers who use play to create effective and joyful products and experiences. Rarely does our work involve making things seamless. It’s usually about inserting obstacles, adding layers, and crafting challenges to help motivate and delight players, employees, and customers alike. 

And yet, as technology accelerates at an unprecedented pace and becomes intertwined in all aspects of our lives, from dating to healthcare to managing our time, we’re constantly trying to remove as much friction as possible. Digital tools promise to streamline our calendars, show us the shortest routes to destinations, enable us to make purchases with a single click, and even facilitate our relationships with each other.

But at a moment when technology promises frictionless living, we have to ask: What are we losing when everything becomes too easy?

Lessons from Gen Z

Gen Z is our first generation of digital natives, people roughly between the ages of 14–28, who have known digital technology and the internet for their entire lives. They have also seen the downsides: cyberbullying, superficial relationships, and broken attention spans. In many ways, they understand the costs of tech better than the rest of us. 

Last year, we tested early prototypes of creative and relationship AI tools with a group of young people to gain a deeper understanding of what they truly want from technology. They were universally clear: They’re happy to use AI tools that can make them more efficient, but they don’t want to get rid of the messy parts of life. As one of them told us, “I want to go on a date for myself. I want to go on a bad vacation. You know what I mean? I want to experience things and be like, ‘Oh, I hated that.’”

There are numerous videos on YouTube featuring young people questioning the value of tech making their lives more convenient. Some are going so far as to turn back the clock, embracing flip phones, embarking on digital detox journeys, and becoming digital minimalists. On YouTube, Jess Farnham shares how intentional tech breaks help her feel more grounded. Sakura Opal explains her switch to a flip phone as a return to intentional living. JV Scholz paints a picture of the creative rebirth that comes with limiting your screen time.

The comments on their videos reveal a growing groundswell: Consuming mountains of content is becoming overwhelming. These young people want to return to creating content through activities they loved as children, like writing stories and drawing. They’re also recognizing that our brains have lost the ability to sit with our thoughts or commit our full attention, factors that can be contributing to our growing loneliness epidemic, because intimacy requires time, focus, and effort.

Young people aren’t the only ones—brands are responding, too. Bottega Veneta shut down its social media channels to focus on in-depth, slow storytelling. Heineken and Bodega created the “Boring Phone,” a tongue-in-cheek device that encourages users to step away from digital distraction. Merriam-Webster’s 2023 Word of the Year? “Authentic.”

Designing for meaningful friction

Instead of assuming that we should always design for efficiency, we should look for opportunities to design for deliberate friction, perhaps making our lives a little bit slower and maybe even more challenging.

As human-centered designers, friction has long been a part of our toolkit. And not just recently with the proliferation of AI. In 2011, we partnered with the beloved nonprofit Sesame Workshop to develop Elmo Calls, an app that allows preschool-age children to call Elmo to hear advice, educational stories, songs, and jokes. Going to the doctor for a shot? Need help going potty? Call Elmo for support and a positive message about the challenge ahead! The app’s purpose was never to have kids glued to a screen, though.  Together with Sesame Workshop, we made a decision: Elmo will show up for a few minutes when kids need him most, and when the call is over, he will hang up. 

We did something similar when we designed a VR version of the classic ViewMaster with Mattel. The toymaker asked that we purposely design it without a headstrap, so that kids could interact with incredible scenes enabled by the new technology for a reasonable amount of time, but would put the device down when their arms grew tired. This purposeful friction moderates usage and ensures that kids can experience the fun while encouraging most of their playtime to be in the real world, with real people.

Can you imagine if our phones weighed as much as bricks? Our lives would be very different.

Maintaining the rewarding parts of work

Recently, we’ve been involved in several AI projects where the initial impulse is to outsource work to tools that can automate tasks, generate content, or make decisions on behalf of users. But, there is a danger in outsourcing all our work to AI, because not all work is created equal. True, there’s burdensome work that you don’t want to do, but there’s also rewarding work that you wouldn’t want AI to take away from you.

When an early-stage startup approached us for help designing an AI-powered writing hub for high school students and their teachers, our research quickly made it clear that both students and teachers value the process as much as the result. As one student said, “I feel like writing kind of helps you learn more about yourself, and I feel like just having a computer do that for you...you don’t really get to tell your own story.” Their teacher told us, “It isn't just about the strict grade that I’m giving them, but also making sure that their writing connects to them as a human being. It gives me a peek into who they are as a person.”

Writing isn’t just about writing. It’s testing ideas and practicing critical thinking. The effort that goes into it is well worth it if it lets us share our thoughts with others, gives us a sense of accomplishment, and enables us to learn more about ourselves and each other.

So, rather than create a tool that makes writing easier, Ethiqly was born out of the question: What if teachers could give individualized writing instruction to every student? The product we designed with our clients guides students through the steps of developing their own creative thoughts—surfacing topics they are excited about, providing the right prompts to draw out ideas, and helping them craft a story that feels authentic to who they are. It also helps teachers provide individualized feedback at scale. It’s not about having AI replicate our work; what we want is for technology to help us do our work better so that we can continue to learn and feel the exhilaration that comes with that accomplishment.

Designing a more rewarding future

If, at this point, you're rolling your eyes at my proposal to purposely add friction, don't worry. I’m not suggesting we slow everything down. AI is poised to bring incredible enhancements to our lives. There are many things we want to do as quickly as possible, from curing diseases to predicting natural disasters. Even mundane everyday moments, like finding directions quickly when we’re running late, benefit from AI’s frictionless speed. There’s plenty of drudgery we can get rid of, too. But we need to be thoughtful about where we apply efficiency versus just creating efficiency wherever we can. 

Imagine if instead of watching videos at 2x speed, they automatically paused and invited us to explore the content in more depth, allowing us to click on elements that catch our eye so that we can learn more about an object, person, location, or event. It could even compel us to reflect and comment on what we're seeing. What if our map apps didn’t automatically take us on the shortest route between points A and B, but instead offered a discovery mode option when he have the time for a more inspirational route? What if we abandoned endless scroll for a feed interrupted by challenges that prompt us to put our phones down and go interact with nature? What if it offered us rewards for time away from our screens, like a coupon for a cup of coffee at the cafe down the street?

Technology will keep evolving. AI will keep getting smarter. And there will always be new temptations to make life easier. But human-centered design has never been about making everything effortless. It’s about knowing when to embrace the effort—to design for friction, for complexity, for depth. Because it’s in those deliberate moments of challenge that life becomes more meaningful, more social, more joyful. Imagine what the world could look like if we design for meaning, not just for speed.

Looking to design for friction in your own products and services? Get in touch. We're here to help.

(This article was adapted from Michelle Lee's main stage talk at Config '25. You can watch the full talk here.)

Recently, my colleague Takashi Wickes designed a deceptively simple game called wait. wait.. wait…

“What might be” was suddenly overshadowed by “what must happen now.” The pandemic disrupted every aspect of our healthcare ecosystem and forced us to adopt an entirely virtual primary medicine model, something most health systems had previously only experimented with. It felt like everything was urgent, and getting anyone to focus on the future seemed impossible. Surrounded by all that chaos, I decided to look back to see what history could tell me about major shifts in this industry during other periods of great uncertainty.

The past is filled with patterns of human triumphs, mistakes, and missed opportunities. These moments can give us a strong sense of how humans, governments, markets, and organizations might react to profound change. A century before COVID-19, the 1918 influenza pandemic similarly upended global healthcare, exposing the limitations of existing care delivery systems. Looking back at this period offered significant insights into how a crisis catalyzes transformation. In that era, patients received healthcare in their homes, by general practice doctors who were also members of their community. Just as COVID-19 forced a rapid transition to virtual care, the devastation of the 1918 pandemic led to the expansion of healthcare systems, the professionalization of medicine, and public health reforms. Despite the realities of the moment, the feelings of fear and uncertainty people felt in public settings in 2020 were eerily reminiscent of the fears that marked the 1918 influenza crisis.

Each decade of our past tells stories about how change develops. The Industrial Revolution demonstrated how rapid technological advancements could reshape economies; the Space Race of the 1960s highlighted how global competition could fuel scientific breakthroughs; and September 11 proved how tragedy could bring a country’s diverse communities together in a shared purpose. Adding the context of examples from human history brings rigor and believability to the futuring process, upping the likelihood that people can understand potential opportunities and consequences in tangible ways.

But how do futurists do this? How do we pick which pieces of the past apply to what we’re trying to solve for, and how do we arrive at tangible takeaways? Here are three ways history can help you understand what could be.

1. A frame for ideation

History doesn’t always offer clear predictions for how change might unfold, but it can provide a scaffolding or starting point for the imagination. A historical lens anchors storytelling, making speculative futures more relatable and actionable by drawing on connections to known human experiences.

In 2023, IDEO partnered with LeadingAge California to explore a fundamental question: What does it mean to age well in a world of rapid change? Through a series of workshops, we examined how traditional older adult care, long centered on institutionalized models, could be reshaped by shifting demographics, emerging technologies, and evolving cultural expectations. We started by grounding our work in historical precedent to add credibility. Then, we crafted six bold, forward-looking narratives that reimagined aging as a deeply human-centered experience, one defined by purpose, autonomy, and connection rather than decline. These stories introduced new possibilities for older adulthood, where updated mindsets on aging, advances in AI, regenerative medicine, and assistive technology redefine what it means to grow old, allowing people to maintain their physical and cognitive health in previously unimaginable ways. Using the past as a framework clarified how services for this population could be reimagined to evolve in response to social and technological change. Within these constraints, we designed futures that felt not just visionary but entirely within reach, creating a roadmap that could help bring these ideas to life.

2. A way to stress-test plausibility

History helps make future scenarios more credible by grounding them in familiar patterns and contexts. This thought experiment requires thinking critically about the past. What factors spurred a particular phenomenon? What kinds of decisions shaped action, and by whom? What decisions did people decide not to make? By examining these dynamics, we gain insights into how similar forces might unfold under new conditions and use them to inform our stories. A backward glance at the mental health impact of isolation during 2020 could provide insights into the potential effects of remote work and virtual schooling on future communities. When we think this way, the past becomes a launchpad rather than a limitation.

These methods were extremely useful in 2023, when we partnered with the DC Federal City Council to reimagine the future of downtown Washington, DC, a city with both a storied past and a future that can change radically every election cycle. To generate bold, forward-thinking ideas for revitalizing downtown neighborhoods, we convened over 100 stakeholders. We asked them to identify the past and present to surface patterns of transformation and areas of opportunity in the city. With that foundation in place, the teams developed plausible future narratives, layering ideas such as new pedestrian zones, green spaces, and artist live/work zones onto physical maps of each neighborhood. These activities helped them create stories of the future that didn’t just feel aspirational but were deeply rooted in the city’s identity, its people, and the existing infrastructure. By looking to history, the workshop unlocked new pathways for action, moving closer to the goal of a thriving, community-driven urban future.

‍3. A method for predicting outcomes

The future is about identifying strategic choices that will shape the future we want to build. History reveals how communities, industries, and organizations responded to change, offering a glimpse into potential outcomes that could have a significant impact.

IDEO’s 2024 collaboration with San Francisco public television and radio station KQED explored how public media will have to evolve to remain relevant and essential in a rapidly shifting landscape. In a day-long workshop, the IDEO team guided the KQED board through a method developed by futurist Sohail Inayatullah called “The Futures Triangle,” which examines the weight of the past, the push of the present, and the pull of the future. By discussing these different forces, we surfaced a key tension: In an era of hyper-personalized content and decentralized media consumption, KQED’s legacy of trusted journalism and civic storytelling can be both a powerful foundation and a potential constraint. So, how will these existing forces shape the future? With this insight in mind, participants crafted stories and created artifacts from the future that drew a picture of a public media ecosystem more deeply embedded in community life, one that reaches audiences through interactive, on-demand, and participatory experiences. They explored how KQED could expand even further as a multimedia organization and community convener to become an agile, responsive, and dynamic force for engagement across generations and platforms. By analyzing the historical forces pushing and pulling the public news source, the group identified key strategic choices KQED could make today to shape the desired outcome of a more inclusive, innovative, and community-driven future for public media.

To build bold, forward-looking futures, we must look backward—not to recreate the past, but to navigate the future with intention. History provides more than context; it offers structure for creativity, a stress test for credibility, and a mirror through which we anticipate consequences. When we weave these insights into our foresight practice and design efforts, we can imagine futures that are rigorous, plausible, and transformational, drawing on the past to shape scenarios that inspire action and meaningful change. Years from now, when futurists look back on today, they will be reading the signals we left behind.

At the end of 2019, I embarked on a project exploring the future of primary care medicine, looking ahead a decade to imagine stories about innovative home diagnostics, expanded virtual care, and transformative shifts in delivery models. Then came COVID-19.

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.