As designers, the problems we help organizations tackle can be messy and layered with complexity. Often, we call upon past experiences to help guide our response or rely on instinct and years of developed expertise to assist in identifying an approach to tackle them. But, what happens when we’re met with messy problems that challenge all of our skills and experience? What about the ones that make us feel a bit vulnerable, and leave us in uncharted new territory? How do we respond and what can we learn from these new experiences? To find out, we must embrace the challenge and allow ourselves to fall in love with ambiguity.

This talk shares a reflection on lessons learned from working with the Kigali Genocide Memorial on its visitor and survivor experience with a hope that it might help provide inspiration and insight for facilitating change even amongst the most complex of organizations.