Human-Centred Design in Exhibit Practice

"Develop a point of view. Think about what experiences you have that many others do not. Then, think of what experiences you have that almost everyone else has. Then, mix those two things and try to make someone cry or laugh or feel understood."

Frank Chimero

Connect with Your Presenters

Rachel Hofstetter, VP, People & Culture


Rachel Hofstetter, VP of People & Culture, is a strong leader with exceptional management, business and people skills. She’s a natural coach who inspires people to work collaboratively toward new outcomes, while developing organizational cultures that support continuous learning and innovation. With 20+ years experience as a senior manager, facilitator, trainer, course developer and account director—Rachel has always valued the importance of empathy and understanding needs as the basis for good decision-making. Rachel honed her training and course development expertise at Bell Canada, and has held a variety of senior management positions leading large teams in the private sector.

Katherine Hannemann, Designer, Business Development


Katherine is a Designer on the Business Development team. Together with our clients, Katherine and her team frame challenges and create project plans that align with the needs of organizations and their stakeholders. She also supports project work on Overlap’s Transformation Design team. Drawing on her professional and academic background in museums and culture, Katherine is passionate about interdisciplinary learning, amplifying diverse perspectives, and designing transformative experiences. Katherine holds a Master of Museum Studies from the University of Toronto and a Bachelor of Arts from McGill University.

Download Resources

Below are digital versions of the Empathy Map and Feedback Grid that were provided during the session. This work is licensed under a Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License. That means that we're happy to have you share and print these digital resources, but please don't sell them as is or remodel them for sale. 

Empathy Map

Empathy Map

Feedback Grid

Feedback Grid

Reading List

At Overlap, we love reading and learning new things. Here are a few of our favourite picks if you're interested in learning more about ideation, creativity, human-centred design, or facilitation. 


A Whack on the Side of the Head: How You Can Be More Creative
by Roger von Oech

The Cambridge Handbook of Creativity
by James C. Kaufman and Robert J. Sternberg

Powers of Two: How Relationships Drive Creativity
by Joshua Wolf Shenk

Creativity, Inc.: Overcoming the Unseen Forces That Stand in the Way of True Inspiration
by Ed Catmull and Amy Wallace

inGenius: A Crash Course on Creativity
by Tina Seelig

Change By Design: How Design Thinking Transforms Organizations and Inspires Innovation
by Tim Brown

The Art of Focused Conversation: 100 Ways to Access Group Wisdom in the Workplace
by R. Brian Stanfield

Creativity: The Psychology of Discovery and Invention
by Mihaly Csikszentmihalyi

Where Good Ideas Come From: The Natural History of Innovation
by Steven Johnson

Thinkertoys: A Handbook of Creative-Thinking Techniques
by Michael Michalko

The Facilitative Way: Leadership That Makes the Difference
by Priscilla H. Wilson, Kathleen Harnish and Joel Wright

Game Storming: A Playbook for Innovators, Rulebreakers, and Changemakers
by Dave Gray, Sunni Brown and James Macanufo

The Artist's Way: A Spiritual Path to Higher Creativity
by Julia Cameron

Steal Like An Artist: 10 Things Nobody Told You About Being Creative
by Austin Kleon

The Creative Habit: Learn It and Use It For Life
by Twyla Tharp

Made to Stick: Why Some Ideas Survive and Others Die
by Chip Heath and Dan Heath


Oblique Strategies (subtitled Over One Hundred Worthwhile Dilemmas)
by Brian Eno and Peter Schmidt

This one isn't technically a book...but worth mentioning!


Top up your toolkit

Here are some of our favourite supplies that we always have on hand when ideating. We've included most of these in your toolkit, but you can always add more materials to make it your own.

We never leave home without sticky notes.

Full-adhesive Post-Its are extra sticky. 

The perfect sticky note ideation companion. 

Overlap tip: Whiteboard markers are fantastic for writing on glass too!


A notebook to capture ideas anywhere, anytime.

Colour is a great way to communicate different ideas.

One of our favourite voting tools.

A handy case to carry your ideation kit around in.