Directed Research by Kelli Manthei with USC Mentor + Human Centered Design Expert Sue Tze Tan

Research Tools + Methodology

We put together an interview kit with questions and tools designed to elicit honest responses with sensitivity around some of the key objectives. In addition to the one on one interviews that several participants likened to a therapy session, I observed meetings and processes across the firm and made a few sketches based on what I experienced.

The Emotional Volatility Index — the X axis moves in time while the Y is a measure of emotion. How did you feel on your first day? How do you feel today? What was your best moment and worst? Download this exercise to use yourself! — *The Emotional Volatility Index — the X axis moves in time while the Y is a measure of emotion. How did you feel on your first day? How do you feel today? What was your best moment and worst?* Download this exercise to use yourself!

CULTURE Research Cards

How do you feel at work? How do you want to feel? Play a round with these cards and get to know what you value — and what you don’t — in work life.

*Team meeting are set up to be comfortable and collaborative…*

*During busy quarter end, shared stress and confusion compounds…*

*…but emotional exchanges sometimes shut down the room.*

*…despite the firm mission to Delight Clients, Have Fun, Make Money*

*Overview of early research insights in Mural*

Secondary Resources

At this time I also noticed new signage around my neighborhood (above) on buses and billboards that struck me as a reflection of some of the dynamics I observed with the team: (1) individuals all had personal needs and concerns, some unaddressed, and (2) the small team affected each other heavily and didn’t function well when individual issues were unresolved. The source of these images is Why We Rise, an ongoing project of the Los Angeles County Department of Mental Health to transform the mental health care system through the power of art, performance and creative expression. With a passionate interest in the intersection of mental health and the arts, this thinking also resonated with me and informed some of my future leanings.

Synthesis

This project occurred as I neared the end of the Academy and marked 12 years working with the company owner. Following is an overview of the experience, patterns observed, and future opportunities.

The research journey began with a transformative Design Sprint on-site at USC that led me to bring collaborative brainstorming tools to my work team. Results from the somewhat kneejerk exercise fed into further rounds that became the basis for my directed research project on the future culture at CSC.