Mumbai’s Dabbawalas: Icons of Service Design

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

Hosted on April 30, 2020 at 3:00 pm EDT

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

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.

Dhiraj Sapkal

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!

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.


Want more insights on creating great digital products?

Sign up for our newsletter.

We keep it brief, make it easy to unsubscribe, and never share your information.

Explore More Think Events

We host events and partner with other organizations to bring opportunities for education and connection to our community. Explore upcoming and past events.

View All Events