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Mumbai’s Dabbawalas: Icons of service design

Hosted on April 30, 2020

Learn more about what makes the Dabbawalas models of efficiency, accuracy, trust, and dedication.

Dabbawala riding a bike

About the Webinar

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.


This is a part of our ongoing webinar series on tackling design and technology challenges.


computer monitor with post-it notes

About the Speakers

Neha Agarwal

Manager, Design

The “academic” of Think Company, Neha came to us through higher education, where she honed her love of teaching, learning and mentoring—all still very much in use. A visually-oriented designer with an affinity for typography, illustration, and a good balance of process, content, and execution, she loves to affect change through teamwork and design thinking. Ask her about her travels and experiments in the kitchen!

Dhiraj Sapkal

Senior Experience Designer

The “philomath” of Think Company, Dhiraj comes from a background of chemical engineering with a focus on fiber and textile processing—until he found his true love of UX! He retains the mind of an engineer and the heart of a designer, who loves to get under the hood and code and experiment with new tech to support his design ideas. A voracious learner, he’ll go deep on whatever topic you’ve got (if you get him started on space, you’d better strap in!)—and can cut loose on guitar as well.

Thanks for Watching!

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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