🥋 Design is like Kung Fu.

A true master doesn’t stick to just one style—they adapt, blend techniques to make it their own, and evolve. The same goes for designers. If you limit yourself to a single discipline, you risk missing the bigger picture.

That was one of the biggest takeaways from Keith’s talk.

He sees himself as a man of many hats, moving seamlessly between Business, Design, Cognitive Psychology, Human-Centered Design, and Engineering. His secret? Being a kay-poh (busybody)—staying relentlessly curious about different workstreams to truly understand the problems that need solving.

Key questions for designers:

🔹 Are you truly solving a problem?
🔹 Can you build a rich, reliable toolkit?

As he puts it: "People use products to get things done in real life."

On Service Design & Real-World Learnings

📌 Reimagining the hospital experience at IDEO—his first deep dive into Service Design

📌 A simple MagicMouse replacement at Apple revealed how structured backend processes create delightful front-end experiences

📌 Rakuten Viki’s crowdsourced subtitles—turning invisible community contributions into a visible, intentional feature

📌 Balancing buyers & sellers at Carousell—navigating a complex two-sided marketplace

📌 Choosing last-mile delivery partners thoughtfully, ensuring that ecosystem choices support core user experiences

A fascinating perspective on design beyond the screen—thinking holistically about ecosystems, processes, and interactions that shape meaningful user experiences.

Share with us—what’s a cross-disciplinary skill that’s shaped your design approach? 🚀

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If you want to hear Keith’s stories in more detail, we will have look up our THE LIVING BOOK OF SERVICE DESIGN. We will unveil it in our next Service Design Event.

#DesignThinking #ServiceDesign #UX #ProductInnovation #Curiosity