Life

White Supremacy Trying On a “Diverse” Outfit

Diversity, equity, and inclusion are words in 2021 that are familiar and heard often. Based on the events of 2020, many organizations are hastily pushing forward anything they can to diversify their companies. Nobody wants to get called out, or worse, cancelled.

The #blacklivesmatter movement created a force to be reckoned with and luckily, more opportunities are opening up for BIPOCs. The “About Us/Team” sections of websites are becoming more colorful, and to a degree, this is a good thing. But, before we get too excited, we must loudly acknowledge that while many organizations may present themselves as “diverse,” they are far from where they need to be. The systematic nuances of white supremacy are alive and well and we need to be able to discern what is truly a movement towards diversity vs an empty, bold facade. 

The reality is this: Many, if not all, organizations are actually created equal. No matter how different they say they are, don’t kid yourself. I write this with 100% confidence. The system has not allowed for any other alternative to exist. Period. 

Working with a wide range of clients over the past 15 years, I’ve seen the inner workings of many organizations. Non-profit, for-profit, and all kinds of hybrid models. Some of them experiment with every ounce of their being with the determination to be different but I’m here to tell you that they are, unfortunately, all the same. Patriarchal values, unspoken assimilation requirements, and reward systems defined by white values are only a few of what defines these spaces.

As of now, besides the sea of anti-racist statements published by many organizations, nothing is really different. Until businesses are built with BIPOCs leading organizations, writing their own policies, and making decisions on a daily basis, it won’t change. It can’t change. If there are any organizations that seem different, they are sadly just more polite and have a greater tolerance for others. Tolerance, not acceptance. There’s a big difference.

In order to navigate the workforce these days, BIPOCs must be extra careful to read between the lines of what is presented to them & make choices that lean in the favor of the BIPOC community. If you don’t know how to assess the condition of an organization’s diversity score, here are 5 ways to take an honest temperature check.

5 things to consider when assessing an organization’s actual diversity score


1) Measure the diversity of the leaders - not just the organization.

If the wall of faces is diverse, that’s great. Now filter the wall to see only the managers and leaders - especially the core team. How many of them are BIPOCs? If you don’t see a single BIPOC with this filter, this is a big problem. Undoubtedly, you will have major issues about a year into your employment, if not sooner. You’ll feel it subtly at first but it will be crystal clear as you get to know the organization better.

 

2) Read the diversity statement carefully

If it’s written in a general and vague manner, that’s a red flag. What this means is the organization wants to change but literally does not know how - which also sadly means it can’t. Change comes with a vision that is married with proactive steps and tactical adjustments. Always look for specifics & goals with time frames that you can ask about in order to hold institutions accountable.

 

3) See who they have selected to put in front of clients

This is where the company has decided where to bet their money on, and well, money = value. It’s subtle but very telling. If the entire client team is white, this is a glimpse into their actual diversity statement. If you've been around the block and understand the art of selling business and client management, 2021 is a time to get more granular. Who actually leads client meetings? Who cleans up the mess? Who is operating like they have immunity? Who was given a title just to please the public? Who is kept internal?

 

4) If a tall white man in leadership talks incessantly about his daughter and/or wife, run.

Need I say more? I see this a lot and have dealt with it a lot. It’s a calculated strategy, an incredibly oppressive experience to be on the receiving end of, and using the women in your life as social capital is just seriously not cool. This is a very clear way to see what has been accepted into the organization and honestly, we just don’t have the time or energy to be around this kind of person. Here is a link to AOC’s response to Rep. Ted Yoho because it is perfect.

 

5) When being considered for a leadership/C-Level position, proceed with caution and don’t be afraid to ask for details around the history of the company.

Ask for a lot of context - specifically org charts and a storyline to accompany the paperwork. If there is a board, be sure to ask about the past 2-3 cycles of who they were & their leadership positions. Look for patterns on how things have been reorganized and who ultimately ends up with which roles. You’ll start to see what is actually valued. This will help you understand what you’re walking into and also help set up your expectations when it comes to navigating decision making. It will also advise you on whether or not you should join the org for the challenge - because honestly, you don’t have to.

Being a BIPOC in the workforce has always been about trade offs. Right now, the BIPOC community needs to figure out what we can tolerate and what we are willing to spend our energy on. This is not easy work and you are not obligated to lead nor to be involved in these kinds of efforts if you desire not to.

Moral of the story is, be careful out there. A lot of companies are throwing money into diversity training and hiring lots of BIPOCs to work for them, but we must understand that this is only surface level change. Branding and perception are powerful and the consequences of overlooking these details will be dire. Let’s not be naive— leaders have and will use statistics on race and gender in their companies (many times without your consent) as a selling point to gain more business. It’s all part of the game.

There’s a long road ahead but it is a super intriguing time. If your organization has put out a statement regarding diversity and anti-racism efforts, ask them to insert specific phrases about leadership diversity, culture expansion, and detailed processes around decision making. Talk to them about the micro-racist behaviors you experience and ask them what they’re willing to do about it. Anti-racist and solidarity statements are a way to give you a perception, and while perception is a start, use this to your advantage and keep them accountable to create real change.

If you leave with anything from this post, leave with this. Changes that are outward facing are easy to do— the hard part is inner work. Let’s get to it.

30 Days of Yoga

Pictured here is Maile, owner of Tula Yoga Studio in Logan Square. (Photo from tulayoga.net)

Pictured here is Maile, owner of Tula Yoga Studio in Logan Square. (Photo from tulayoga.net)

I've been practicing Yoga for about 10 years (on and off), and from the moment I stepped into my first yoga class, I knew I had found a component of my life that was going stay with me forever. I've moved around to several cities during these past 10 years and I have found yoga studios that I loved but have had to move on from. Since coming to Chicago, I tried out several Yoga studios to see where I felt at home - there were a lot of trial and errors, Groupons that allowed me to speed date studios with no commitment, referrals from others, but it wasn't until I found Tula Yoga Studio that I knew I wanted to commit to learning from the teachers who communed in its space.

Before I write about the 30 day challenge, I'd like to tell you a bit about why this studio is so special, and also why it captured my yoga spirit from the very first class I attended. 

Yoga is a spiritual activity to me, and my yoga mat is my personal sacred ground. It is during this time where my body becomes aware that it is breathing, alive, and able to reconnect with the fact that, at the end of the day, I am me. The reason I tell you this is because it has become increasingly more important to me to be around people who are spiritually aware of the universe, and my yoga practice is my highest priority to achieve this kind of surrounding. 

I have found the instructors at Tula studio to be extremely spiritually aware of their surroundings while thoroughly emotionally intelligent at the same time. It is a rare skill to be able to meet spiritual states with an appropriate emotional response, and Tula, I believe, has achieved that. I haven't encountered every single instructor just yet, but the ones I have communed with all possess this rare skill - and I make an extra effort to attend their classes. And let me tell you, it is a wonderful encounter with every single class. 

Maile, the owner of Tula, is also someone who I look up to. Her heart and vision for opening up a studio tailored to students who want to learn and grow in their yoga practice is unparalleled and she has single-handedly pushed forth a growing organism that Logan Square cannot ignore. Not only did she collect Tula's great instructors, but this lady has thought of everything when it comes to servicing yoga students, and I finally discovered why. She shares this on Tula's website:
 

"I purposely chose not to pursue a yoga teacher’s certification or training program before opening the studio because I wanted to make sure that I built the studio through my naïve eyes of a student, still open to many ideas and interpretations."
- Maile Wicklander


Many yoga studios have changing areas, cubes for personal storage, yoga storage, etc. but Maile also thought about the little things that make all the difference. The bathrooms have bobby pins and hair ties, the common area is always stocked with complimentary tea, there are spray bottles to clean your mats after class, complimentary towels and mats, and so much more - all of which I have used when needing them the most, and it is because of these things that make Tula so great. Could she be a service designer?! I'd say, "Yes."

Over the course of a few years of attending this studio, I saw students in past years take on the "30 day Challenge." Yoga every day for 30 days. "Are you crazy?" you ask? That's what I said. My mind couldn't grasp this idea and I had the utmost respect for those who I saw take on the challenge. "I could never do that," I thought. But in the 3rd year of watching students conquer their 30 days, something gave me the courage to want to try. So, I took the plunge. If not now, then when? Right?

"Alright, I'll do it," said I.

The first 5 days were really tough. My body was exhausted and I couldn't even think. On the 5th day, Rhiannon (the resident Yoga teacher), asked me how I was doing and I told her that it was pretty difficult - that my body was exhausted. She kindly told me that with every yoga class, I didn't have to push myself like I normally do, and that it was ok to rest - and then it hit me. I had been approaching every class like I usually do - by giving it my all. Except going everyday as opposed to 3 times a week should be entirely something else, right? This tidbit of wisdom set the stage for the next 25 days and I am so happy that I had that talk with her. It gave me a larger perspective of what I was trying to accomplish and that my body needed to be heard with more sensitivity than usual. So, I did as she said and it set me up for better game plan.

I could talk about the yoga itself but to tell you the truth, that part is the least interesting component of this experience. Yes, I had to make it to class every day. Yes, my entire schedule ran around making it to class. Yes, I had muscle cramps every now and then - but, these are all things we experience when we put our physical bodies through something like this. 
 

What was more magical to me than my body becoming freakishly strong was the community that was brought forth to me by just showing up.


Here are 10 beautiful moments that occurred during the challenge:

1) Re-encountering a friend who I had lost touch with for about 2 years.

2) Finding out that one of my Letterpress students is the roommate of one of the yoga instructors.

3) Re-connecting with an artist who I had worked on a project with a year ago and hadn't seen since.

4) Spending quality time with Tula's fellow yogis while putting together care packages for Syrian refugees during my first yoga happy hour.

5) Demoing a pose for the first time which made me panic inside but I accomplished without fainting (whew!).

6) Discovering the most wonderful camomile tea blend that Maile brings in from the Logan Square farmer's market. It is that good.

7) Understanding what "Restorative Yoga" is and realizing how much training my mind needs while practicing yoga. (I found another favorite yoga teacher because of this class!)

8) Learning about Maile's vision for the studio when creating it - which made me appreciate it even more (you can read about it here).

9) Miraculously accomplishing yoga poses I have struggled with for years.

10) Communing with the people of Logan Square.


I've mentioned this before but I am an extreme introvert who has learned to survive in an extrovert world, and part of what I've been learning to do is to just go and be. During this challenge, I had to go and be, and the universe graciously met me there. Overall, this challenge opened my eyes to see more than what my body can physically handle - and to focus in on what it's trying to tell me everyday. It let me see the beauty of a community space that encourages communing with each other on the premise of just existing. Will I do it again? Absolutely. 

I'm now back to my schedule of 3-4 times a week but it's different now when I go to Tula. Each class is more intentional. I have a better understanding of what I'm doing and what my body requires of me. I also feel more confident in my yoga practice than I have ever been while knowing that there is still so much more to learn - and I think I'm ready for it. For this I am extremely grateful.

I chatted about this challenge to some folks I work with and conversations began to arise about micro-challenges - which is the idea of creating little 30 day challenges for yourself that are small, but are still based on commitment. I'm wondering what I should do for that... tweet everyday for 30 days? I'm so bad with social media... maybe I'll just stick to just writing more. :)



UX Notes: I'm going to mention a little bit of a feedback engine that was given to us 30 day yogis. We had a calendar on the wall where we could put a colored star every day we participated. So small and tiny but such a great way to feel accomplished everyday. No wonder this works in a classroom setting with kids, right? I cannot stress how important it is for product designers to make sure that small rewards are given towards users while completing a task. Make it as cheesy as you want but it will keep your user fueled to achieve their end goal. 

Service Design Notes: How might we learn from what Maile created in her yoga studio? It is clear that her empathy for a yoga student stemmed from her own experiences, and it is this empathy that drove creative solutions and services that builds loyal students who keep coming back for more. Let's make sure we participate in the services we are designing so that we can have this kind of empathy for the users who use our designs!

The Sabbatical that Continues to Give

My yellow boots that could.

My yellow boots that could.

I promised a post for what I would be doing when my Sabbatical was over and this is long overdue. For starters, I spent all of January at an artist residency in North Carolina which I will write extensively about later, but I'd like to announce that I am now working full-time for a small start-up in Chicago called DevMynd. Am I happy? Yes. Oh-so-happy. :) I'll write more on that in detail soon.

I haven't written for a while and to be fair, a lot has been going on. I have several posts coming up because I've had time to think, process, and also experience new things that I'd like to share. For those of you who read this, I want to thank you for all of your support and encouragement - and your patience. It really means the world to me that you're interested in the adventure I've been writing for myself, and I hope that I am able to write more about how I'm applying what I've learned during my sabbatical in my non-sabbatical life.

A few of the encouragements that have really floored me throughout this process are the amount of people who have shared with me how they were inspired to make changes in their own lives. To describe a few, a woman I had met in Detroit during my Design Residency told me that she left her job, cleaned out her space like I did, and is redirecting her life with the intention that she wants. Another friend shared that she was inspired to pursue another job where she cared more about the work that she would be doing. Another colleague shared that it inspired her to pursue a job that she had been wanting for quite a while - and that she got it, packed up her things, and left Chicago to follow her dreams.

It's strange for me to share these things with the internet because it feels unreal. Is it true that my actions were inspiring? I am utterly overwhelmed by the kind of responses I've been receiving and all I can say is Shine Theory! I don't shine if you don't shine ;) (If you don't know what that is, you can read about it in this post.)

I was recently asked to give a talk to an undergraduate design class at SAIC regarding my career and recent sabbatical. I gave the talk and reminisced about the past 6 months I had given myself to breathe, recalibrate, and refocus on what I was doing with my life and career. It was during this talk though that the intentions that I felt were manifesting within me really came to light. 

A student asked me, "So what exactly will be different when you go back to work?"

I thought about it and I let myself tap into the unspoken learnings and resolve I had within me. I answered by saying this: I now know that every single day, regardless of what I'm doing, is to be appreciated and met with a larger perspective of where I want to go. Yes - it will get hard at times. Yes - I can't really even predict what will change for me even in the next few months. Yes - I will miss freelance work and complete independence. But, I know how to appreciate work with a greater appreciation than I've ever experienced. I can choose my battles with a greater perspective that involves trust and sincerity. And most importantly, I can stay strong in my beliefs in any given situation - even if that means I need to re-pivot things again in order to stay grounded. I have resolved that these things are of utmost importance to me when it comes to my career and I plan on acting on them wholeheartedly.

I'm writing this with already almost 2 months of working in my new position, and I can safely say that all of the above is being applied in almost a daily basis. A lot of this has to do with the actual company I'm working with and, again, I promise to write more on those details soon. There are a lot of details.

I would like to share something, though, that a dear friend of mine in Detroit pointed out to me during my visit out there, the week before I began this position. I was sharing with him how excited I was to start working with this new team and that I'm happily getting out of bed with the curiosity of what will happen next. He said, 
 

"That's exactly what you wanted when you started your sabbatical. You wrote that in your first post."
- Adam Selzer


I had completely forgotten about my first post until he reminded me of it - as well as the fact that what I had been wanting to achieve was exactly what had come to fruition by taking this time of rest. Thank you, Adam, for reminding me that this leap of faith has accomplished what I had set out to do.

I'm ready for my next chapter.

 

A New Year = Clear Your Cache

Our traditional New Year's Day meal. (Photo courtesy of my sister, Ashley Cho)

It begins. A new year. A new outlook. A new life... blah blah blah. It went from a Thursday to a Friday - but somehow, the last digit of the year changed, which will inevitably beckon weeks of crossing out 5's to replace with 6's. Ok, World. Let's do this.

Although I was born and raised in California, I have participated heavily, and sometimes not so heavily, in Korean traditions. In Los Angeles, you will be able to find a huge Korean population. My family, along with others around us, became pretty Americanized early on and therefore began to pick and choose from both cultures what we wanted to participate in. The one tradition that was never on the table for discussion was New Years Day. 

This tradition occurs on the first day of the year (Captain Obvious...) and it consists of traditional bowing rituals to elders who then beckon/proclaim the things that I, as a younger individual, should focus on for this upcoming year. The main phrase said repeatedly throughout the day sounds like this, "Sae Hae Bhok Man Hee Badh Uh Sae Yo." It means, "Many blessings for you this upcoming year!"

So, this is what happens.

You wake up, get dressed, and depending on your family, you either begin the day with the ritual or you can wait until the evening. Extended families are encouraged to get together to participate as one unit and the cycle begins. For my family, there are a handful of relatives who live in Los Angeles with us and the rest are in Korea - for this, you send digital blessings (such that of my adorable nephew in the video below). Kakao is the application of choice for this type of communication. I kid you not, the entire Korean population in this universe runs on this app. 

The eldest is the first to receive the ritual bows, starting from the second oldest down to the youngest, and then the second oldest is next to receive bows from those who are younger than her/him. If you're married, you receive them together as one unit. If you're around the same age, you bow towards each other at the same time to show respect and there is usually no exchange of wisdom and wishes for the upcoming year. However, there is a cut off point - even if there are little kids flooding the room, you can't just receive these bows until you're either married or at an age (generally around 35-40) where you would have some wisdom to impart. Those are the rules. They have never changed. 

My adorable niece who is second to last when it comes to order of birth.

My nephew sending digital, adorable blessings. 

Technical things you should know:

1) Females and Males have different bowing positions, and the performance of these bows are carefully watched throughout the experience. You can either bow really gracefully or clunk-ily. Elders never hold back on how one has performed and even note your progress based on years past. You must perform well - while everyone in the room is watching and ever so silent. 

2) After your bow, there is a position you must take in front of the elder(s) you are showing respect to. It is basically a kneel with your calves and feet tucked in to show humility. You must sit in this position until the elders are finished speaking to you. This is where they evaluate the life you led this past year, and then proceed to give you their blessings and hope for the upcoming year.

3) Once they are finished, they give you money. Yup - that's right. They give you cash which is rationed out based on your age. The older you are, the more money you get. This fact is partly why children look forward to this day because you start out the year with the prospect of what you could do with that cash. More often than not, it is used for candy. (Sometimes, cash is replaced with a gift designed specifically for the recipient.)

4) After everyone has cycled through, you eat Dduk gook (rice cake soup) that seals the deal. One of my favorite meals. Ever.

After all of this, I began to wonder...

... who the heck thought of this system? How is it that everyone knows and understands the rules even without ever explicitly writing them down? What would happen if we introduced another bowing schematic to throw the entire thing off? Will this last past my lifetime and beyond?

I guess time will tell whether or not this ritual lasts but I'm pretty sure it will. There is so much deep rooted history in the Korean part of my culture that I can't deny its existence nor can I reduce my level of participation even if I wanted to. It actually makes me happy that I'm part of a tradition that I can partake it year after year - that's what makes us human. This is what gives us culture. It also gives us something to do, right? 

This is all to say, "Sae Hae Bhok Man Hee Badh Uh Sae Yo!" (Many blessings for you this upcoming year!)

Happy New Year, everyone. There will be no digital bowing rituals between you and I but my wisdom to impart to you would be to clear your cache. You'll thank me later.


Service Design Notes: When designing services, benchmarking off of traditional rituals may be a great idea for innovative services. There are so many rituals out there that have vast ecosystems supporting its existence. Perhaps we should educate those interested in Service Design by teaching the theory and practice of traditional rituals. Immersive education is, in my opinion, the best way to teach anything. Think about it.

Abandon Ship

I've been in NYC for a week now and my relationship with this city is alarmingly still alive and well. I fell in love with its energy at the age of 18 and can confidently say that it is the one city that continues to romance me. When I resided here for a summer while working on a project, I felt ever so present and confident with myself, and every year that I come back, I experience new happenings (and, of course, food) that also somehow reflects the relationships that encompass me during that particular time. This is a place where being independent is everyone's core, but it's also a place where you're allowed to cry in the midst of strangers. (Google it. Tumblrs galore.) I love it.

When I was living here a few years ago, I loved having permission to be independent and free. I read a record amount of books during my daily commute, nomadically wandered around the city without a care in the world, and felt strangely communal with total strangers who were also happy to be given permission to just be themselves. I grew strong.

Since I left and have been residing in Chicago for the past few years, I feel as though that I may have lost some of that strength. I'm not sure if I still have the pillars I built for myself while I was here - or, they just might not be as foundational to how I operate right now. I'm also strangely not panicking about this realization. 


Carnegie Hall

The other night, I went to Carnegie Hall to see a piano recital. The pianist happened to be a Korean girl who graduated from the same college that my mother graduated from so that was something. She was going to be playing music from 3 different composers that I am fond of so I was ecstatic for an evening of sound.

I got there a bit early so that I could sit in Carnegie Hall's presence. It's a gorgeous place that is majestic in its existence, and you should try and pay a visit if you're ever in NYC. I took some photos and waited for her to begin. 

The first half of the performance went well. I could tell she was a bit nervous but I could also tell that she had been training herself to fall into the music with honest artistry while performing. She was good. Everyone else in the room thought so as well. 

But the second half of the recital was what I was really excited about. It was separated into two pieces: Richard Cornell's Lutine Bell and Sergei Prokofiev's Piano Sonata No.6 in A Major, Op.82. During Cornell's piece, she played her heart out and was able to express her tone through the piece that is different from other performers. It was quite beautiful and the audience was pleased. 

And then it went silent. For 3 straight minutes. 

The room started to stir tension and began to look to others in the audience for some sort of affirmation of the confusion that was flooding the room. She then looked at us and stated:
 

"Thank you for coming to my recital. I really appreciate it. At this time, I cannot finish my performance. Thank you, again, for coming."

She walked off stage, the lights came on, and the room trickled out.

On my way home I thought about what she did and why she did it. I also wondered, if I were in her situation, "Would I be able to do that? Just walk off stage and quit?" It was bold, embarrassing, human, and a litter of other adjectives that would take a while to list off. "Did she forget? Did she panic? Was she feeling like she performed her last piece so well that she wanted to walk out on top?" I literally have no clue.

I know I've written my analysis on a lot of situations but this experience is beyond me. I'm still not quite sure how I feel about it and I'm not sure I care to. It was strange and puzzling.

I grabbed a slice of pizza and shrugged it off. Have you ever abandoned ship like that?
 

Wonderfully Weird

Peter Ostrum with Gene Wilder in 1971 film, Willy Wonka and the Chocolate Factory. Photo Credit: Mirror.co.uk

Peter Ostrum with Gene Wilder in 1971 film, Willy Wonka and the Chocolate Factory. Photo Credit: Mirror.co.uk

I recently read an article written by James Victore about "The Undeniable Benefits of Being Weird," and it made me think about all of the times I felt so weird amongst my peers growing up. Have I suppressed this weirdness as an adult? Many times, yes. Have I released this weirdness without a care in the world throughout moments in my life? When I had the courage, absolutely.
 

That’s when others are inspired by your cause. That’s when you find those people, that audience, who accept you not because you’re weird or different, but for whom you really are. You create the potential for shared humanity, and allow others to see their struggle reflected in yours. Ultimately you hear that glorious refrain; “Oh, you’re weird? I thought I was the only one!” This is how businesses are formed. This is how relationships are formed. This is how you find your people.
- James Victore


This paragraph is truth. I have a story to prove that it is.

At my previous job, I was required to use the software product, Trello. Ugh... I hated it. I was the only one on my team who hated it. They pointed and giggled at me every time I rolled my eyes while using the product that "we, as a team," decided to use to manage our projects. Just thinking about it makes me twitch. When it came to Trello, I was weird - and I thought I was the only one. 

Until... [Pause Button] I wrote previously about the Service Design Conference I attended a few months ago and I mention this because this is where the Trello hater meet the other Trello hater. [Ok, Play Button]... I met Erik Flowers. This is how the meet cute played out:
 

Erik: "Service Design [blah, blah, blah]... ugh, I hate Trello."
Me: [gasp]
Erik: [head turns towards me because my gasp was so loud]
Me: "Omg... seriously? I hate Trello! I thought I was the only one who hated Trello!"
Erik: "HA"

 

Like James Victore stated, I had found another one of 'my people' in this one connection of weirdness. I made a new friend to be weird with and oh man, has it been an adventure. 😱

This is Erik at Blue Bottle Coffee in Palo Alto, CA where we hung out and got to tell each other our stories.

I was in NorCal about a month ago and was able to schedule some time with Erik. He wanted to meet at Blue Bottle Coffee because of a specific waffle that they sell. When he told me this, I thought, "Whoa. That's exactly what I do. Go to destinations with delicious food I've been craving... he is SO cool." It made me wonder if there was anything else we had in common.

It turns out that the list of similarities runs quite long - to the point where both of us were sort of shocked at what we were both pursuing in the near future. We had similar backgrounds of studies, philosophically aligned when it came to topics like "theoretical design," and his humor was on par with the many comedians I appreciate. I couldn't believe it. The universe is so weird.

Erik has since become a good friend of mine and has also encouraged me to make this blog public and available to the internet. (If you're liking this blog, thank Erik! Check out his blog too - great topics executed with pristine writing.) He recently spoke at the Service Design Conference that took place in SF a few weeks ago, launched a website called Practical Service Design with Megan Miller, and is pretty much taking the Service Design world by storm. 

It's important to have a support system around you and to also be a support system towards others - this is survival at its most basic definition. I'm looking forward to seeing more great things from Erik as time goes on. I'm also looking forward to his thoughts on the things I produce in the near future. I wondered today what would've happened if I didn't expose my weirdness about Trello. I deleted that thought and replaced it with a 'thank you' to the awful Trello for bringing Erik into my life.

So, I encourage you to release your weird. You will find your people this way and feel human connections you very well may have missed but oh so deeply need in your life. Who would've thought that being a Trello hating weirdo would serendipitously bring a wonderful friendship into my life? Even that thought is just so wonderfully weird.


(A note about the waffle: Right when we got to the counter, they said they stopped serving food 5 minutes before we got there. Hearts were broken. We will return.)

UX/Service Design Notes: Putting wonderfully weird quirks into your product/service can create extended human connections based on what certain people find enjoyable and memorable. When people get together to share their experiences, products and services are often on the top of the list. If you want to create excitement and have a competitive edge over others, add a little weirdness to the mix - it's like free marketing.

 

The Notion of Home

Night scene at Malibu Beach.

Night scene at Malibu Beach.

I moved to Chicago 5 years ago to attend graduate school and I haven’t moved back to the place where I was born and raised just yet. Perhaps I never will. Part of me feels that if I move back, my adventure book is over and real life will have to settle in – as if real life hasn’t settled in yet. Ha. I don’t know why I feel this way but I do. In the meantime, I've filled my adventure book with many new experiences, people, discoveries, and memories - all of which I would never take back for anything in this world because it has made me who I am today, but I do ponder its value from time to time.

Needless to say, this word, "Home", has been on my mind.

For the first time in 5 years, I went back to California to just hang out. No graduations to attend, no Christmases to construct, no New Years Eve and Day to coordinate. I just went there to hang out – so I hung out.

Los Angeles Freeway where many spend their time if they are a resident of LA. (Of course, it is THE 10 - not just 10.)

Los Angeles Freeway where many spend their time if they are a resident of LA. (Of course, it is THE 10 - not just 10.)

I drove around my neighborhood, my high school, junior high school, elementary school, my play areas during my teens and early twenties, the very first apartment that housed me when I was birthed at Cedar Sinai, the place where I worked as a barista when the economy crashed, and all around Los Angeles. I still can’t grasp all of the emotions that flooded my time there but I will say this – I was comfortable but so out of place, all at the same time. I sometimes wonder if I will always feel this way about Los Angeles.

I was also able to catch up with friends – all of whom I have kept in touch with over the years but life trajectories have taken us in many different directions. Some expressed their feelings of being left behind and some even shared their feelings of wondering whether our relationship fit within the definition of ‘friend’ or ‘acquaintance'. I had encouragement from some, hurt feelings from others, but most of all, I was able to realize and see the evolvement of relationships which is at the core of what we as humans thrive on. Where I am right now with my relationships is different than what it was before – that means life has happened and there is joy in that fact. Where the relationship will go in the future is undetermined – and I must be ok with that as well. Maybe even excited with that fact.

My siblings and I spending time together in NorCal where my brother resides.

My siblings and I spending time together in NorCal where my brother resides.

I couldn't help but snap a photo of this gorgeous woman with San Francisco gracing her background.

I couldn't help but snap a photo of this gorgeous woman with San Francisco gracing her background.

My siblings and I at Twin Peaks viewing center.

My siblings and I at Twin Peaks viewing center.

Even as a nomad, your relationship with how you travel and experience the world evolves. This is a relationship with nature and environments. Even if you are someone who has never left their environment, your relationship with others as you age and encounter different life stages changes and grows you as a person. This is a relationship with your body and immediate surroundings. At the end of the day, it is always about relationships and how you interact and respond to happenings. We grow as humans as we interact with each other and things, recording new memories and recognizing our own patterns of similarities to draw us closer to others who share the same outlook on life.

This sabbatical has taught me to rediscover my roots and to really consider how I have evolved as a person – what my beliefs have been and are now, who I consider "close" in my life, and how much of my past will affect my future if I allow it to.

Beautiful tiles in Silverlake.

Beautiful tiles in Silverlake.

Bustling Intelligensia on Sunset.

Bustling Intelligensia on Sunset.

Lunch at my favorite place - Forage.

Lunch at my favorite place - Forage.

It’s hard to really understand where you come from, why you are the way you are, and to be self-aware if you don’t want to be – maybe even if you do – but I think it is important, as a human of this world, to know who you are so that you can contribute to the world and interact with others in a manner that is true and sincere.

If you look at the trajectory of people who are pursuing passion projects, quitting their day jobs, and taking that bold step into the abyss of the unknown, the count is high and will only get higher. Why is this? I wondered the same thing myself and after some thought, my conclusion is this. We are sick of it and want more for our lives. It is true that our generation is demanding, pretty egotistical, and generally big headed, but it is also true that our generation is more thoughtful, conscious of our environment, and willing to try because we want purpose and intention with what we do.

I commend people who have discovered and resolved to move forward with certain decisions from an early age. Sometimes you meet people in their twenties and they just have it figured out – or at least they seem like they do. I'm actually quite proud to be born in a generation who is unwilling to take no for an answer and to mine a path for themselves. Passion must prevail. Life must have intention and joy.

There's only one problem - that is of loneliness.

When you're that busy and passionate, you walk a line of hurting others in the process - and when you hurt enough people, you will be left alone - or worse, you run the risk of losing yourself. Consistency is a key ingredient in the formula for a healthy relationship and that can come in any shape or form. It just has to be consistent. Is it the happy face upon meeting every few months? Is it a weekly call just to check-in on how each person is doing? Or is it a daily text, 'Goodnight'? Everybody is busy and it requires discipline to keep relationships just like it requires discipline in mastering a medium. It can't be fun all the time but acknowledging that it's part of the formula is an understanding that I feel has finally made its way into my heart.

What I have discovered is that no matter how much the world can satiate your desire to experience new things and enjoy momentary bliss in a new setting, it is always another human who can actually absorb your energy as another human and connect with you in the context of vulnerability. This is no easy task, especially if you are a creative person who is consistently morphing as the creative spirits beckon you - and you, of course, must answer. Must.

Spending time with my adorable and spunky nieces.

Spending time with my adorable and spunky nieces.

So, the moral of the story is this: It really doesn't matter where you are (location wise). Treasure those who ground you (sounds so cliche but it is, nonetheless, true) and be consistent. Allow yourself to feel the heights of joy when new experiences and new people fall into your path. Select wisely. Change with the people you love and be willing to listen and understand. Discipline yourself to master your craft because it is a precious relationship to nurture, but know that the craft itself is not human.

This entry may seem really sappy and you may be wondering, "How does this relate to HCD?"

Well, I'm here to write that this, all of it - however way you want to see it, is how I am designing my life. For the years to follow, until I am able to take another sabbatical, the things I am learning right now will determine the decisions and behaviors of which I will be responsible for in the years to come. I'm creating rules and restrictions for myself to live within and finding intentional areas in which I can allow excessive freedom and creativity. I am researching my past and current experiences to find those insights I can base my future actions upon. I am writing down design opportunities for my life so that I can experience new things that are connected to everything I have experienced thus far. I am leaving room for the beautiful moments of life to occur because committing to restrictions brings a depth of knowing the mystery cloud that intrigues but is never understood by the ever wanderer.

How this will unfold is undetermined and only time will tell.

How will you design your life?

 

New Thoughts on Marie Kondo's Tidying Regime

Ladies and Gentlemen, Marie Kondo has ruined my life.

Ok - that's a little dramatic, but remember this post when I cleared out my apartment using Marie Kondo’s method?

I’m here to tell you that, yes, my place stays tidied and things are, generally, always in their home... but there have been several moments where I have looked for something and then realized that  - oh yeah, it didn't bring me joy in the week I was clearing out my space, but it looks like I'm going to have to spend money to buy it again because I actually need it. OMG. Kill me now.

Although the KonMarie method has brought order to my environment, it has also bestowed upon me the unwanted gift of neurotic behavior as I now constantly worry about whether my things are in their appropriate homes. Do I really need to be thinking about this when I want to be writing and making things? No. But then on the other hand, when I'm writing and making things, would I be bothered if my environment was a mess? Yes. 

So, the struggle continues. I write this to warn those who may be at the brink of embarking on the KonMarie way of life. Just be careful with how you intake her information and how much of it you commit to. I drank the Kool-Aid because I was more than just thirsty to know how one keeps and maintains tidiness, and now I am trying to balance myself so that this method of living does not run my life. 

You have been warned.

And Then A Hero Comes Along

Amos Kennedy in his studio reviewing a test print.

I haven't written very much about my letterpress practice but it is a medium that found me a few years ago and I have committed to master everything that it has to offer. It is a very ambitious endeavor but I'm determined to do so. During my graduate studies, I ended my masters with a thesis about Human Centered Design but at the same time, I also produced some prints that have slowly gained some attention. 

The birth of these prints were grounded through research and were also directed by the political climate at the time - I graduated with Occupy Wall Street happening on Michigan Avenue right outside of my school. I'm writing about these prints though because during my research, there was a lot of work within the letterpress world that I came in contact with. One artist who inspired me in terms of the context of what my work would harvest from was work from a man named Amos Kennedy. Needless to say, he is a hero of mine.

You're not going to believe this, but I promise it happened. I have photos to prove it.

During my design residency in Detroit, I also served a letterpress studio by the name of Signal Return. They needed an extra hand for a fundraiser that was coming up, and I had one. On the Thursday before the party, I was in the studio printing - you know, just minding my own business - and then he walked in. 

Now, I'm from Los Angeles and I've grown up seeing celebrities. I don't really get starstruck very often, and I don't mean that statement to be pretentious in any way. I've just learned to understand that even the very famous are very human and would very much like to be treated just like another human. But when I saw Amos, I freaked. The rest of the studio went up to him to talk to him and introduce themselves but I couldn't even leave the Vandercook I was printing on. I just shut down and stared at what I was printing. I'm going to expose myself even more right now and say that there was some hyperventilating involved. OMG. 

After he left, the rest of my new studio mates made so much fun of me. I just couldn't keep my cool! Ugh. The regret I felt over what I had done was over the moon and my heart sank. Why couldn't I just take a breath and muster up the courage to introduce myself? WHY?! Luckily, he was going to be at the fundraiser so I made a promise to myself that I was going to introduce myself and say hello. 

I did it. 

Never have I ever felt jitters like that upon meeting someone who I looked up to so much. Who inspired me to make work that said something - who pushed me to consider the context of my work when it came to society and culture. Who had the same thoughts as I do about race and political structure. 

Amos Kennedy and I. Please excuse me for I am obviously swooning.

Amos Kennedy and I. Please excuse me for I am obviously swooning.

The introduction was a dream. He was kind. He spoke but wanted to listen. I told him about how he inspired me in many ways, that he was a hero of mine, and that I had prints to prove it. He was encouraging and thoughtful. I had to excuse myself early from the conversation (I know... tragic) because I had printing duties, but I told him that I would love a picture with him before he left. He agreed. I wondered if he would remember and hoped that he would - and he did! We took a picture! 

I must sound like a crazy person right now but bear with me - the story gets better. 

The next day, I emailed him just to say 'thank you' for the brief conversation we had and that it was nice to finally meet him. You know - standard jargon that you delete multiple exclamation points from before sending to not look like a wacko - but I snuck in a request to visit his studio if he had time. And he said yes! (As I'm writing this, I'm realizing that it sounds like a proposal. Ha. I don't care. Carpe Diem!) 

My dream came true.

I spent the day in his studio and we talked about many things. Our pasts, views on politics, the condition of the city of Detroit, and so much more. I showed him my prints, read him the book I'm working on, and we talked about life as I tried to absorb all the wisdom he had to offer. He showed me his past prints as well as some that he was currently working on. He also showed me prints from other artists who inspired him.

When I referred to him as an artist, he said this:
 

"I don't like to be called an artist. It creates a barrier between me and other humans."
- Amos Kennedy


I understand the feeling. It took me quite a while to refer to myself as an artist and it is still something that I am uncomfortable with. What happens when you identity yourself as an artist to the outside world is that you absorb all of those definitions that human nature has created throughout history as well as the current landscape of what that word projects itself to be. There is wisdom in his statement - but there is also no denying that he is, in fact, in my opinion, an artist. 

I ended up printing in his studio because I was working on a print for the startup I was serving at the time. He guided the print and his style became very much part of what was produced. It's interesting how spending time with other makers exchanges energy and pivots production to encompass all parties involved. 

I'll stop gushing now and just tell you that Amos is now a dear friend of mine. He even drove me back to Chicago from Detroit and those hours of conversation are ones that I will treasure for the rest of my life. 

But I will leave you with this. We stopped by a bakery and I bought some scones. When we got in the car, I asked him if he wanted one. You know what he said?
 

"No. A scone is a waste of a biscuit."


UX Notes: Amos Kennedy used to be a coder before he found letterpress printing. There are a lot of similarities between technology and letterpress printing and I would encourage any UXers to explore what it means to produce language in a tactile manner. You may find yourself discovering a more advanced method of visuals and interaction. Sometimes, simple is greater than complex.

*Extra points for those who know which song the title of this post is derived from.


More Visual TREATS:

Amtrak Customer Service and UX

Remember that magical conversation I referred to in my last post? Well, turns out that stars have aligned and something in the universe has been preparing me to go to Detroit. 

Am I excited? I'm trying to keep my cool... but I think it's going to be pretty rad. !!

The thing about this is that I don't know what to expect... but I do know this - I believe in my heart that the people there are great and that we believe in the power of Human Centered Design. So, let's do this. 

However, sometimes when the universe aligns perfectly for someone else, things are breaking apart for others. It's strange how life works like that but this has happened to me before. Actually, when I know things are about to be great and everything just seems to be going right for me, there's a part of me that begins to reserve space in my heart and mind for sadness. It's almost like metaphysics. You can't control it.

This time around, a really good friend of mine was the one to break some awful news to me about something in her life. I get so upset when bad things happen to good people. I just... I just can't. 


Amtrak's 1971 logo.

Amtrak's 1971 logo.

This is all to say that because of recent events such as those mentioned above, I found myself having to purchase an Amtrak ticket for my trip to Detroit. The website was confusing (UX Alert!) and their guest reward thing is separate?? Actually, it was so bad that I decided to call. Yes. I opted for calling someone on the phone to talk to a human. I didn't see any 'chat now' buttons and my password wasn't being sent to me after I reset it so I figured I had to. 

I had the best customer service that I have received over the phone in probably my entire life.

Even better than Chase Sapphire Preferred Card. 

She was kind, efficient, offered to do things for me when she didn't have to, and even asked about things I hadn't thought of regarding my trip. She also knew the order in which my mind was processing all of this information and it seemed like she had it down to a science. It was great UX. 

I think old systems like train/railroads have a great customer service embedded into their phone culture because that was the UX of their time. The hottest new thing was the telephone and businesses competed with each other by trying to offer the best services via operator. It's fascinating how often history repeats itself in different ways. The answers to things are usually already there - you just have to readjust the solution and reapply it to the context at hand in a mindful manner.

What I loved about the entire experience though was how much she made me feel at ease with the confusion of what I was seeing on screen. She explained why changes weren't showing up and assured me that my information was being updated as she typed. The secret to her miracle UX work was being able to mix both phone services and web delivery all at the same time - she made a believer out of me. 

So, I guess the phone isn't dead. I'll definitely remember this experience and take a chance on calling if everything else fails. I won't start to expect great phone service though - I think companies still need to desperately straighten that out. 

If there are any UXers who would like to tackle the Amtrak system - it would be a good idea to hang out with these phone service operators. They just might be able to write the whole architecture out for you.  
 

UX Notes: When Macy's made the decision to have their operators help direct customers to other stores to find what they needed, this was a UX decision that worked in their favor. They did this all by phone. What if our department store online checkouts also searched and crawled other stores' websites and directed their customers with a link to purchase their goods there if they were in the same situation? I guarantee loyalty.

Unexpected Kindness + Opportunities

Update: I have not yet gone back to a full-time job. I decided that 2 full months was not enough time for my mini-sabbatical and that I needed a bit more time. I have chosen to design my life in this way right now and we shall see what comes from it. I will write a full post when I take my next steps.

Pictured here are Jen and Jo from Starshaped Press. Two people who are very near and dear to me and who have been incredible encouragers and friends.

Pictured here are Jen and Jo from Starshaped Press. Two people who are very near and dear to me and who have been incredible encouragers and friends.

This decision, magically, has done wonders for me so far and I have met, been introduced to, and created many new personal and professional relationships that I probably would not have encountered had I taken on full-time work instead. 

What I have realized through the meeting of these new folks, especially those in my field, is that I am beginning to see glimmers of hope in the context of possibilities again. I have to confess that in the past few years, I was a bit nervous and unsure about where our industry was headed. My thoughts included:
 

"Where is this going? Is it working? How can we make this better? Will this even make a difference? Why do certain groups just not care? Do I still care?"  


What I failed to realize is that I didn't have a strong network of supporters/encouragers in my field, outside of first degree work connections, that I could lean on when times were tough. I can absolutely say that building this for myself right now is a lesson learned and what I hope is not regrettably too late. 

I have met a lot of people even in these past few weeks and something that I have thoroughly enjoyed experiencing and deeply appreciate from the bottom of my heart is just genuine kindness and encouragement. I know that not all folks are like this but when you do get to encounter these moments, your faith in the world sort of restores itself bit by bit and it gives you enough oxygen to keep trying. I really do believe that the universe has its own way of supporting you when you least expect it and what I love about it is that you never know what shape or form it will arrive in.

This is all to say that these relationships have led me to an unexpected opportunity that is really exciting. I'm really hoping the stars align on this one. 

I have to write this: There is something about this opportunity that feels different. I can't quite put my finger on it but it feels sort of like real magic. Stay tuned.

Anyway, I am thankful for my community and it spurs me to offer encouragement towards others who may need it more than me. Feeling down on UX? Hang out with your UX community and I guarantee you will feel better.