When approaching a new project, we’ve found that maintaining a simultaneous focus on individuals, groups (or teams) and systems helps us to be pragmatic about short term actions and realistic about long term change.
We weave our attention to these project levels throughout our process, which is heavily influenced by human-centered design, a collaborative problem-solving process that prioritizes input of people directly impacted by a design challenge. While every project is different, we generally follow five phases.
We know relationships are the most valuable vehicle for moving change initiatives forward. Our approach confronts even the stickiest problems with thoughtfulness, rigor, and an open mind – building lasting relationships along the way.
Our Process
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Discover. A robust discovery phase sets the project context so we can understand the current state, desired future state, and possible ‘bridges’ to get there. |
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Define. The problem definition phase helps ensure we are solving the right problem, as vetted thoroughly by those who may be experiencing it. |
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Co-create, Prototype & Test, Implement. In the co-creation phase, we explore how we might solve the problem with key stakeholders, prototype and test potential solutions, and often assist with implementation. In our experience, the process we use is as important as the outcome – often the process is the product. |
Our Approach
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Individuals. Our process always starts by talking to people. Understanding the motivations and behaviors of the individuals that ultimately shape a program or an organization helps us ensure key stakeholders truly are heard and included. |
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Groups. These insights also begin to paint a picture of the group level. The picture that emerges of a group – be it a team, a department or an entire organization – provides important context about future possibilities. Based on what individuals have shared, what does that tell us about the group’s culture, current capacities and readiness for change? |
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Systems. Finally, through desk research and further qualitative research, we develop an understanding of the systems within which the individuals are operating. Those systems could be partner networks, policy constraints or even market forces, each of which can set constraints on possible solutions, or offer opportunities for change. Systems thinking looks at problems holistically and investigates how the parts of a whole interrelate so that solutions do not exist in a vacuum, or unintentionally disrupt other parts of the system.Leveraging systems thinking helps us connect the dots between the people, processes and policies within human systems. |
RECENT WORK
See our approach in action–read about some of latest projects
Sunnyvale Innovation Team, Summer 2024
Applying design thinking and equity mindsets to improve internal communications for all
![In this picture, four people are grouped around a table. Two women in the middle are half standing up, arranging a prototype made of crafting supplies, while others around the table look on or offer directions.]()
Accessible Design Workshop for Hawthorn Senior Apartments
Co-creating accessible affordable housing with seniors, unhoused communities and people with disabilities.
![Digital rendering of the Hawthorn Senior Apartments]()
SF ORCP Concrete Building Safety Program – Stakeholder Engagement
Co-creating equitable recommendations for seismic safety with stakeholders in San Francisco
![Technical experts from ATC led stakeholders, including members of the CBSP Working Group and the City, on a tour of concrete buildings in the Mission.]()
City of Alameda Strategic Plan
A unifying vision and concrete plan for the City of Alameda
![Two adults and two children are looking at and in front of two three large pieces of paper. They are in a large foldable tent or shade structure at the Alameda farmer's market. The pieces of paper are hung up on three sides of the tent. The paper has potential details and things to vote on that they'd like to see in the plan. They are allowed to place dots next to the statements they like.]()
JFF Workforce Communities of Action
Guiding a cohort of workforce boards to examine a challenge and scope practical next steps in addressing it
![6 members of the project team are together on a zoom call, smiling and prepping for the next session. In the picture (from Left to Right, Top to Bottom) Leah Tremblay-Adams, Brittany Henry, Genna Petrolla, Christina Garcia, Jonathan Osei, and Lee Domeika.]()
