Where Science Meets Muse

Posts Tagged ‘walt disney’

Designing Delighting Moments – Sing “Hello” to Dr. Carey Andrew-Jaja

Posted by Plish on October 14, 2014

This video is the definition of delighting customers.

It’s no secret that delighting customers is extremely profitable. But it can also have another side effect.  It can create a better world.

Enter Dr. Carey Andrew-Jaja.  This “Singing Doctor” has sung to more than 8000 babies as they entered the world.  His expression of joy, at a time of joy, brings joy to healthcare practitioners and patients alike.

Says Dr. Andrew-Jaja, :”Each of us has to find a way — in medicine and other walks of life — to communicate a cheerfulness to those we work for and with, and it keeps everybody happy.”

Or, as Disney says: “Every leader is telling a story about what they value.”

It’s the commitment to a value that empowers someone to stand firm in those behaviors that may elicit judgment.  This Doctor values the joy of a new life being born, and thus creates an environment of joy, anticipation, and excitement through song.  Everyone present can’t help but be touched.  In fact, people even make musical requests ahead of time!

What is truly amazing about this, is that if someone were tasked with designing a more delightful birthing experience there would no doubt be suggestions around the check-in and discharge processes, the use of the best drugs, pleasant and calming aromas and colors in the patient rooms, etc..  Perhaps someone would suggest music in the background.  But, few would suggest that the doctor lead everyone present at the birth, in a chorus of “Happy Birthday!”

Delight is a phenomenon of the Now.  It is about presence.  If you want people to experience delight, delight must be present.  Presence is best mediated through personal interaction.  I’m here, with you.  You’re here, with me.  We are together. This is what we are experiencing!  This is ours, this is yours.  Own it. Revel in it. Be free to experience it.

Research shows that delighting customers starts with putting employees first.  By doing this, delight is made present in  employees.  This pool of delight can then be freely experienced by others.

Remember this video.

Think of what it represents.

Joy. Courage. Family. Life. Love.

This is delight!

Now, make that present in your day.

Posted in Authenticity, Customer Focus, Design, Experience, Healthcare, Service Design, The Human Person | Tagged: , , , , , , , , , , | Leave a Comment »

Seek Simplicity in Creativity and Innovation

Posted by Plish on December 5, 2008


There is no doubt that in order to be creative we need to suspend judgement.  Children are great at it.  Innovators are as well. 

Think about Goofy and Pluto….

…Both dogs. 

One is anthropomorphized, the other is, well, a dog.    But children don’t look for reasons why one dog is literate and the other is, well, a dog.  They see the deeper reality, they see the relationships, they see the deeper truths being communicated through what many adults perceive as dogs separated by eons of evolution. They see things simply.

According to Leonardo da Vinci,

“Simplicity is the ultimate sophistication.”

When trying to be creative, let go of the complicated and go for the simplicity.  Don’t look at the surface incongruencies in the relationships.  Look for the deeper meaning.  Look for the truths.  Look at the essence.

Plato said:

 “Beauty of style and harmony and grace and good rhythm depend on simplicity.”

What are we striving for in our problem solving, in our designs?  Isn’t it beauty in style,  harmony and grace?

How often have you heard the words ‘style, harmony and grace’ used in context of solving a difficult problem, of innovation? Not as often as they should be. 

I once worked with an non-degreed engineer who would judge all his ideas through the lens of ‘style, harmony and grace’, through the lens of simplicity.  We would discuss if a design had that zen quality to it where we just knew it was right.  We didn’t stop brainstorming until it did.  But the hard work wasn’t the brainstorming, per se.   It was in ignoring the obvious while looking for the deeper simplicity that screamed to be discovered if only we got out of our own need to justify our creative endeavors.

 Children recognize it.  Walt Disney used it. 

Can we?

Posted in Creative Thinking Techniques, culture of innovation, Design, Great Creative Minds, idea generation, innovation, Nature of Creativity, problem solving, The Human Person, Workplace Creativity | Tagged: , , , , , | 2 Comments »

%d bloggers like this: