Mastering the Design Matrix: Ojashwi Sapkota's Human-Centric Approach to Bridging Technological Gaps

In today's technology-infused era, the design industry stands at the forefront of driving innovation and change. Consistently progressing at a fast pace, it intertwines with every aspect of our lives - sculpting experiences, guiding behaviors, and rendering technology more human-centric. The design industry's significance in the present-day context is beyond question. It is the discreet powerhouse steering our interaction with the digital sphere, fostering significant ties between humans and technology.

Among the talents navigating this dynamic industry is Ojashwi Sapkota, a design researcher at Accenture. With her profound expertise in human-centered design and technology, she has made significant strides in her career. Ojashwi's diverse portfolio reflects her exceptional ability to adapt to a multitude of industries, including technology companies, nonprofit organizations, retail, and hospitality, presenting innovative design solutions that address the unique challenges each industry poses.

Hailing from Nepal, Ojashwi's journey in design has been one of continuous exploration, growth, and success. A graduate of the University of Chicago, she pursued her passion for design research, honing her skills and techniques in understanding and catering to the diverse needs of users. Her work with the Behavioral Science group at Accenture and her participation in major industry events such as San Francisco Design Week have helped her sharpen her understanding of the ever-evolving design trends and methodologies.

Throughout her career, Ojashwi has developed an impressive mastery of the human-centered design approach. She leverages this approach to bridge the gap between client needs and technological advancements, effectively translating business objectives into design solutions that resonate with users on an emotional and functional level. Her keen eye for empathy-driven design has significantly influenced the solutions she provides, leading to successful projects that resonate with a global audience.

Ojashwi's adeptness doesn't stop at understanding and meeting client problems. She has proven herself capable of skillfully incorporating emerging technologies into her work, staying ahead in the rapidly evolving industry. Through her in-depth understanding of design research and her technical proficiency, she has crafted robust, meaningful, and future-proof solutions, reflecting her ability to anticipate and adapt to the shifting trends and user preferences.

In a recent conversation, we delved deeper into Ojashwi's proficiency in bridging this crucial gap between users, clients, and technology. Her insights reveal the core of her successful approach - a constant strive to understand people’s needs and motivations better, a commitment to lifelong learning, and a dedication to keeping up-to-date with the latest methodologies and emerging trends. Furthermore, her focus on designing inclusive products and services, as well as her strong advocacy for ethical considerations in design, highlights her commitment to creating a design landscape that is fair, sensitive, and responsive to the ever-changing expectations.

Join us in our conversation as we discuss Ojashwi's remarkable journey and substantial contributions to the world of design.

Thank you for joining us today, Ojashwi. Could you share how your background in human-centered design has equipped you to understand and meet client needs more effectively?

As a design researcher with a background in human-centered design, the heart of my job is to empathize with users, understanding their needs, motivations, and pain points. This also allows me to better comprehend clients' goals, challenges, and desired outcomes. This way, I can effectively translate their needs into design solutions that genuinely address their requirements. Human-centered design also fosters co-creation, involving clients and stakeholders throughout the design process. This collaborative approach ensures that the design outcomes align with clients' visions and expectations.

Can you recall a project where your understanding of human-centered design significantly influenced the solution to meet the client's objectives?

An empathy-driven approach can truly unlock new opportunities for businesses as it centers around understanding the evolution of people's current problems. For instance, while conducting user research for a fintech company's app, I noticed a shift in people's perspective on how they wanted to utilize money for altruism, striving to contribute positively to the world.

The past couple of years, marked by the pandemic, have changed us in profound ways that we continue to unearth. Particularly, people's relationship with money has evolved. I observed that people desire to assist others more conveniently through the regular peer-to-peer payments app they use in their daily lives. It became apparent that the app needed enhancements to facilitate these altruistic donations more effortlessly.

As technology evolves rapidly, how do you stay abreast of the latest trends and incorporate them into your work?

I'm a committed lifelong learner. In my own time, I enjoy listening to podcasts to stay informed about industry news, emerging technology, and design trends. I also appreciate attending conferences and webinars to learn from experts in the field. The shift to hybrid events since the pandemic has been beneficial, providing numerous webinars I can participate in from the comfort of my home.

I'm an active member of the Behavioral Science group at Accenture Song, and I've taken several virtual training sessions that have greatly enriched my growth as a design researcher. Working alongside brilliant and inquisitive designers also makes it easy to stay informed about the latest trends. We are consistently striving to incorporate these trends into our work.

Could you describe a scenario where emerging technology had a significant impact on a project or solution you were developing?

Recently, at San Francisco Design Week, we conducted a co-creation session using Gen AI. Participants were given a series of prompts, similar to inputs that designers receive in their daily work. They were encouraged to weave these prompts into a coherent narrative, ultimately producing insightful threads of understanding and future forecasting.

How has your comprehensive understanding of design research aided in creating solutions that not only meet current needs but are also future-proof?

Through user research, I gain insights into user behaviors, preferences, and emerging trends, which can help develop innovative and forward-thinking solutions. By empathizing with the client's target audience, I enable designers to create solutions that genuinely address their current needs and challenges.

This user-centered approach ensures the solutions are both relevant and valuable to users, enhancing their potential for long-term success. I am also constantly monitoring emerging trends in technology and social behavior. This vigilance helps me better anticipate future changes, ensuring that design solutions remain relevant and adaptable as people's needs and expectations continue to evolve.

Can you discuss a particular challenge you faced while trying to meet client needs and how your proficiency in human-centered design helped you overcome it?

One of the biggest challenges is ensuring that we design inclusive products and services. The book Invisible Women by Caroline Criado-Perez has greatly influenced my work. It highlights the pitfalls of design processes that overlook women in the design process. Therefore, in my work, I always strive to ensure that we include voices from all intended user groups and gather their insights.

One of the benefits of the increased use of virtual platforms since the pandemic has been the ability to incorporate a broader variety of voices into the research process. Due to remote testing, it's now much easier to engage with people from various parts of the country and ensure their perspectives are captured, as opposed to just seeking out the voices of those geographically closer to us.

Another challenge is ensuring that I consider the ethical implications of the design recommendations. Conversations around ethical considerations have intensified over the last few years, and I am a staunch advocate for ensuring that we do our best to protect people’s needs and privacy. This also means that as designers and researchers, we remain informed about the leading ethical frameworks and best practices.

How does your technical proficiency play a role in your design process, and how does it add value to the solutions you provide to clients?

User research is a pivotal part of my design process. While the specific methods may vary depending on the project, the overarching process of understanding the end users' perspective remains consistent. Achieving this crucially depends on developing empathy for users by actively listening to their stories and observing their behaviors. By comprehending their viewpoint, I can guide designers to create products and services that solve real problems and provide significant solutions.

Empathy plays a key role not only in the human-centered process of understanding end users but also with the people I work with. As a design researcher, I am almost always part of a multidisciplinary team where collaboration occurs with designers, product owners, and developers, among others. Understanding what my team needs from me to better perform their job is critical to successful collaboration.

As we move toward an increasingly digital future, how do you see your skills and expertise in human-centered design evolving to continue meeting the demands of this fast-paced industry?

Each project is unique, prompting me to keep up to date with the latest methodologies and emerging trends to ensure I have a variety of tools at my disposal to meet clients' problems. My curiosity is a constant, but I anticipate the tools I use for exploration to evolve as new technology emerges. For example, I have used the dscout platform for conducting interviews, which has features such as live transcription. This feature simplifies note-taking during interviews and makes revisiting the conversation easier.