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.
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.
About the Speakers
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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Resources from the presentation
Mumbai Dabbawala’s in-progress site
A Harvard Business Review preview of a research study conducted in 2012
An overview of the daily delivery timeline
Service Design 101 by Sarah Gibbons
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