Kaizen is related to the fifth theme, good design entails continual redesign. Instead of embarking on the herculean task of designing something in one go, we have to start small and build up from there one piece at a time. Mistakes can be caught early and new features or improvements can be quickly tested.
We tried including all sorts of technology and contraptions to make people more comfortable while waiting in line and at the same time more aware about health and wellness. The results were disastrous. Things were complicated, cumbersome and very expensive.
We then applied kaizen and realized that starting with the basics and building it up was the right way to go. A simple straight line was thus transformed into a tight S curve and eventually into a maze to hide the actual length from the people waiting. Our team is now thinking of ways to interact with people in an efficient way.
- Marius Francu
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