2. Michele Martin
• President, The Bamboo
Project, Inc.
• Strategies for improving
individual and
organizational resilience
– Design thinking in social
programs
– Creative gatherings that
create community/connect
to possibility
7. Issues
• We may be solving the “wrong” problem
• Our solution may not be the “best” one
• We often try to perfect one solution before
testing multiple options
• We often “blame the customer” if our
solutions aren’t successful
10. Exercise 1
• Complete Page 2 of the Design Handout
• Brainstorm possible solutions to making
your experience better—identify at least 5
ways to improve it.
12. Interviews
DO
• Ask open-ended
questions
– “Tell me about. . .”
– “Can you say more?”
– “And then what
happened?”
• Probe for emotions and
insights
• LISTEN!
Don’t
• Ask “leading questions”
– “Tell me about what’s
wrong with your morning
commute”
• Make judgments
– “That sounds terrible!”
13. Point-of-view
Denise needs a way to wake up gently in
the morning because she feels more
invigorated and ready to greet the day
when she isn’t jarred awake from sleep.