Design for Hope

Forget the rush for optimisation; let's talk about intentional pause. Our recent online event, "Design for hope: stories of empathy and change," was exactly that pause. It was a deeply moving session that challenged every designer, caregiver, and community member among us to rethink our approach to problem-solving.

At our recent Salon session, we had the pleasure of hearing from Gauri Tillu, a service designer whose work redefines what it means to create with care. Drawing from her experience in a dementia care home in India, she reminded us that empathy is not just a feeling; it's a powerful design tool. Gauri shared deeply moving stories from her projects, from caregivers who quietly transform lives each night to families who find hope through simple, thoughtful interventions. One of her most touching ideas was the "Open When" letters: notes that families could open when they felt sad, anxious, or overwhelmed, each suggesting a small, caring action to stay connected with their loved ones. She also introduced the Empathic Buddy System, pairing each new family with both a caregiver and a fellow family member who had already gone through the transition. This small act of companionship turned anxiety into understanding and built a bridge of trust within the care community.

One of Gauri's most memorable reflections came from a lesson learned while observing caregivers hand-drawing weekly meal charts, something she initially thought should be "optimised." But she soon realised that those few minutes of drawing were a moment of calm and reflection for the caregivers.

"Not every problem needs to be fixed. Sometimes empathy means recognising what already works and honouring the human touch behind it."

This experience also led Gauri to reflect on what she calls the "hero complex" - the urge designers (and many of us) often feel to step in and "save" others. True empathy, she reminds us, is not about being the hero who fixes everything. It's about humility, about listening before acting, and creating space for others to shape their own solutions.

Through these stories, Gauri introduced her framework for HOPE:

H - Hear with empathy

O - Observe resilience

P - Participate in change

E - Evolve through stories

Gauri's final advice - "Be not a hero, but a partner in someone else's journey" - is a powerful prompt for us all. It reminds us that empathy isn't a soft skill; it's the hardest and most effective design tool available. We want to keep this vital conversation going: What does Gauri's framework for HOPE challenge you to change in your own work or community interactions?

Share your thoughts and experiences in the comments below. Let's practice humility, listen before we act, and partner in the journeys of those around us.