As the team leader of NEXT, Chao has been using the service design methods as a management tool. In particular, he is good at leveraging the progress of projects through subtle insight into human nature -- insight into users to develop strategies, insight into stakeholders to integrate resources, and insight into team members to manage the team. He advocates flexibility above the bottom line, using the real world as a playground for viable innovation. He has almost zero tolerance for ugly things, and is good at making good-looking things sell better.