The library represents possibility. It is where I go to dream, be inspired and think up new things. I feel like anything is possible when I am at the library.
— Library User, Kitchener Public Library Strategic Plan

Meet the Presenters

Rachel Hofstetter, VP, Overlap Associates

Rachel Hofstetter, VP, 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.

Lorraine Randell, Senior Designer, Overlap Associates

Lorraine Randell is a highly creative and curious designer, with over 18 years of professional design experience. As a graduate of OCAD University’s Master of Design in Strategic Foresight and Innovation, she specializes in policy, strategy, foresight and systems-level design. Lorraine is also a Registered Graphic Designer, who is adept at translating complex information into effective and engaging communications. Lorraine has extensive experience employing design strategies to support human-centred innovation and the development of organizational change, and currently serves as Senior Designer of Foresight and Strategy at Overlap.

Penny-Lynn Fielding, Director, Customer & Community Engagement, Kitchener Public Library 

Penny-Lynn's portfolio includes Information Services, Children and Teen Services, Digital Technologies, Community Libraries, Marketing, Volunteer Services, and Strategic Planning. Kitchener Public Library has collaborated with Overlap on a community engagement strategy and our 2017 –2020 Strategic Plan. This year, Kitchener Public Library, implemented a new customer service model using the principles of human-centred design.

Download Resources

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

Design Thinking Workbook


Empathy Map


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, Design Thinking or Facilitation.

Create your own ideation toolkit

Here are some of our favourite supplies that we always have on hand when ideating. Put them all together and you can create your very own Ideation Toolkit. 

Better is absolutely possible.