Kerri Clark

As a design leader, Warby Parker’s focus on empathy, community impact, and environmental sustainability inspires me to adopt a similarly holistic approach. Their ability to align business goals with meaningful societal contributions demonstrates how design can be used as a tool to create a more equitable and sustainable future.

Finally, Lush’s commitment to ongoing invention and staying ahead of sustainability trends is a lesson in resilience and adaptability. They show that to remain relevant and impactful, a brand must continuously evolve while staying mindful of customer needs. This balance of innovation, responsibility, and customer focus serves as a guiding principle for the kind of leader I aspire to be.

When Goya Foods CEO Bob Unanue publicly praised President Trump, aligning the brand with Trump’s Hispanic Prosperity Initiative, it triggered a wave of backlash from core Latino customers who were offended by Trump’s controversial policies. Unanue’s decision to place a “stake in the ground” on such a divisive figure alienated not only Goya's core Latino consumers but also restaurateurs who voiced their disappointment. Unanue's comments initially led to boycotts. However, it also sparked a “buycott” from Trump supporters, resulting in a short-lived 22% sales boost. This illustrates how design leadership decisions can both strain customer loyalty and, at times, yield surprising temporary gains—but long-term impact on brand perception can be unpredictable.

When Mike Lindell put a “stake in the ground” with claims of election fraud, it led to serious backlash. Lawsuits from Dominion and Smartmatic damaged his brand, and major retailers like Walmart and Bed Bath & Beyond stopped carrying MyPillow products. Although he managed to avoid eviction by paying back rent, MyPillow faced significant financial challenges. Lindell’s story illustrates that in design leadership, taking a strong public stance without evidence can undermine credibility and erode business stability.

There's a growing trend across the U.S. that I’m loving: sober bars serving drinks with zero trace of alcohol. These spaces offer a fun, safe environment to meet, socialize, and enjoy creative 'mocktails' without the risks associated with alcohol. For someone like me, managing scleroderma and dealing with adverse reactions to alcohol—especially beer—this trend is a game-changer. It’s exciting to see more restaurants expanding their menus with mocktails, making me feel included in the social experience with friends and family. The rise of sober bars has a powerful stake in the ground: prioritizing consumers' health and fostering a sense of belonging, both physically and mentally.

When it comes to choosing Kettle & Fire bone broth, the benefits seem endless. They’re committed to offering a safe, nourishing option for those with autoimmune diseases, and for someone like me managing scleroderma, it’s a relief to find a product that supports my health and tastes great. I’m also thrilled that Kettle & Fire uses 100% grass-fed bones sourced from regenerative farms—a practice that aligns with my values. Their stake in the ground: serving the community in two impactful ways—meeting the needs of those with autoimmune and digestive issues and minimizing environmental impact.

Today, as one of Germany's most visited museums, it promotes dialogue on cultural identity and resilience. The Jewish Museum Berlin exemplifies how cultural parameters in design leadership can honor history while inspiring a brighter future.

Today, the museum stands as a testament to resilience and a powerful symbol of cultural expression, sustainability, and storytelling. Incorporating key cultural parameters, its LEED Gold-certified design embraces spirituality and joy while honoring the challenging aspects of African American experience. The inverted step pyramid shape, inspired by a Yoruba crown, and the three stacked trapezoidal forms modeled after a sculpture by Olowe of Ise, connect the museum to African heritage. With roughly 60% of the building underground, the design acknowledges the hidden stories of African American history. In 2022, as the second-most visited Smithsonian museum, the NMAAHC resonates deeply with visitors, preserving history while inspiring forward progress.

PayPal's innovations also extend to environmental sustainability. By significantly reducing the need for physical banking infrastructure and paper transactions, PayPal helps lower carbon footprints, contributing to a more sustainable future. Furthermore, the company has reduced remittance costs and expanded its services to include credit options, investment products, and the ability to buy, hold, and sell cryptocurrencies. Utilizing AI technology, PayPal analyzes customer behavior to make real-time risk decisions, ensuring security for its users. Its success has not only solidified its role in the fintech industry but has also catalyzed the emergence of other influential companies, illustrating its lasting impact on the financial landscape. With its commitment to adaptability and user-centered design, PayPal remains a cornerstone of modern financial solutions, poised to shape the future of how we transact.

This shift toward virtual connectivity marks an age of Zoom that has reshaped interaction for both personal and professional needs, reducing the need for commuting and supporting sustainability by lowering carbon footprints. With its continued evolution, Zoom remains indispensable, modifying human behavior by making remote communication, work, and healthcare accessible, and it will likely endure well into the future.

From a systemic design perspective, it addresses broader challenges like energy consumption and environmental impact. By integrating with home heating and cooling systems, it reduces energy waste, contributing to a more sustainable energy ecosystem across households.

Image from: https://commonedge.org/alissa-waller-echo-park-and-the-housing-crisis-in-los-angeles/ Housing shortages represent one of the most complex design challenges in the U.S. Rising home prices have put homeownership out of reach for many. Additionally, the most affordable housing options are often far from public transportation hubs, creating barriers for those reliant on these services. Addressing this issue requires not just building more homes but also considering the integration of infrastructure, like public transit, to ensure affordability and accessibility are balanced.

Image from asana.com One of the key design leadership tools I rely on is feedback—specifically, objective critiques. A great platform for facilitating this is the Asana app, which I use to collaborate with my team and stakeholders. Asana provides a space where we can share constructive feedback, keeping discussions focused and productive, even when working remotely. This approach has helped us stay on track and meet deadlines more effectively. It’s a far cry from my early design days, when the process was often less streamlined and things took a lot longer to get done!

It’s truly my most valuable, yet somewhat underutilized, design leadership tool. I say underutilized because I don’t use it as often as I should. But whenever I do, it helps my ideas flow freely and brings a sense of clarity to my creative process. I think it’s time I make better use of it!

Transcript: Regarding the future of streaming platforms, I strongly believe that movie theaters will see a decline in attendance. Instead, everything will be streamed at home. Streaming is more affordable and convenient; you can pause anytime, enjoy your own sound system, and eat your own food—all within your own space. This setup allows for a greater sense of control while enjoying movies with your family, partner, friends, or even by yourself. This is the future, and we are already living in that era.

For my ethnography research, I chose to explore the effects of streaming services on human behavior, particularly focusing on how people like or dislike using them. I found this topic compelling because streaming platforms have become a significant part of our daily lives, influencing not only how we consume media but also how we interact socially and manage our time. The findings, for the most part, were expected. People continue to use streaming services primarily for their convenience—having access to a vast array of content anytime, anywhere is highly valued. However, there was a clear frustration with the rising costs and inflated subscription fees. Despite this dissatisfaction, most participants expressed a willingness to stick with these services due to the convenience and variety they offer. This balance between convenience and cost was a central theme in my research.

Apple – While Apple may not be the perfect example of service leadership, its products are developed in-house through close collaboration between the company and its design team. This reflects an equal partnership where ideas are exchanged inclusively, resulting in products that serve the needs of a global customer base. The service relationship here is one of mutual input, where both the company and its team work toward a shared goal. However, Apple, as a for-profit company, likely doesn't offer its products for free to benefit those less fortunate, which limits its outreach to more privileged customers.