Learn more about what makes the Dabbawalas models of efficiency, accuracy, trust, and dedication.
Hosted on Thursday, April 30, 2020 at 3:00 pm EDT
The “Dabbawalas” of Mumbai are a 126-year-old network of 5,000 delivery people that deliver up to 200,000 lunch boxes per day—in the fourth most populated city in the world! A primarily illiterate and decentralized workforce, the “Dabbawalas” are icons of efficiency, accuracy, trust, and dedication—serving as a model of exemplary service design and an embodiment of the spirit of Mumbai. Join us as we unpack some of the Dabbawala’s success, as well as some takeaways for your own service design endeavors.
Neha is a designer, educator, and travel enthusiast whose interests blend design thinking, user experience, social innovation, leadership, and cultural exploration. She has helped shape digital experiences for the pharmaceutical, finance, human resource, and higher education industries. Prior to Think, she served as Associate Professor and Department Chair of Graphic Design at La Roche College in Pittsburgh. Through organizations such as AIGA Philadelphia, AIGA Pittsburgh, The Design Activist Institute, and various other groups, Neha remains active in the local community by serving on boards, giving talks, running workshops, planning events, etc.
Senior Experience Designer
A Senior Experience Designer at Think Company, Dhiraj is a hybrid designer, able to produce designs that are intuitive, beautiful and accessible. He is adept at surfacing the user’s needs by listening to and engaging with the user through contextual inquiries and using those findings to drive rapid prototypes that can then be tested and iterated upon to create a fully realized, rich interactive experience.
Thanks for watching Mumbai’s Dabbawalas: Icons of Service Design with Neha Agarwal and Dhiraj Sapkal. Below you’ll find some related content and resources Neha and Dhiraj mentioned during their presentation.
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Resources from the presentation
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