Better Service, Faster: A Design Thinking Case Study

This Harvard Business Review piece that I wrote with David Hoyt describes an intervention that a pair of Stanford students in one of my classes made in a social service agency to serve clients in ways that were less frustrating, more dignified, and more efficient.    The students used multiple methods to breakdown silos in the organization to help employees develop more empathy for their clients—which included an experiment where the students rented a Winnebago and brought employees into the community to serve clients.  .  (If you have trouble with the pay wall, you can read the story here.)