Tag Archives: design thinking

Empathy to Impact: Can Design Thinking Solve the World’s Problems?

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Social sector innovators are discovering the power of design thinking to address challenges of all scales, from fighting hunger and promoting sustainability to streamlining administrative tasks and enhancing healthcare outcomes. In a shift towards action, design thinking is bringing together those who seek solutions, rather than just another meeting. Today, design thinking is being implemented across various organizations and professions. As illustrated by its success in diverse scenarios – from aiding farmers in Mexico to improving mental health services in Australia – design thinking offers a common thread and perhaps even represents a movement towards a new way of problem-solving.

Facing especially wicked problems, social sector organizations are searching for powerful new methods to understand and address them. Design Thinking for the Greater Good goes in depth on both the how of using new tools and the why. As a way to reframe problems, ideate solutions, and iterate toward better answers, design thinking is already well established in the commercial world. Through ten stories of struggles and successes in fields such as health care, education, agriculture, transportation, social services, and security, the authors show how collaborative creativity can shake up even the most entrenched bureaucracies―and provide a practical roadmap for readers to implement these tools.

Design thinkers Jeanne Liedtka, Randy Salzman, and Daisy Azer explore how major agencies like the Department of Health and Human Services and the Transportation and Security Administration in the United States, as well as organizations in Canada, Australia, and the United Kingdom, have instituted principles of design thinking. In each case, these groups have used the tools of design thinking to reduce risk, manage change, use resources more effectively, bridge the communication gap between parties, and manage the competing demands of diverse stakeholders. Along the way, they have improved the quality of their products and enhanced the experiences of those they serve. These strategies are accessible to analytical and creative types alike, and their benefits extend throughout an organization. This book will help today’s leaders and thinkers implement these practices in their own pursuit of creative solutions that are both innovative and achievable.

Design Thinking for the Greater Good isn’t just another addition to the growing design thinking literature. It carves out a distinct and crucial space by focusing on how the principles and practices of design thinking can be powerfully applied to address complex social challenges and drive positive societal impact.

At its core, Design Thinking for the Greater Good argues that the human-centered, iterative, and creative problem-solving approach of design thinking is uniquely suited to tackle the often messy and multifaceted issues faced by non-profits, social enterprises, government agencies, and even socially conscious businesses. The authors move beyond the traditional business applications of design thinking, demonstrating its transformative potential in areas like poverty reduction, healthcare access, environmental sustainability, and education reform.

One of the key ideas emphasized throughout the book is the paramount importance of deep empathy. The authors stress that understanding the needs, motivations, and contexts of the people being served is not just a preliminary step but an ongoing and integral part of the design thinking process. They illustrate this with compelling examples, such as the work of IDEO.org in developing affordable and culturally appropriate sanitation solutions in developing countries. By immersing themselves in the lives of the communities they were trying to help, the designers gained invaluable insights into the real barriers and opportunities, leading to solutions that were not only functional but also sustainable and embraced by the users. This went beyond simply asking users what they wanted; it involved observing their daily routines, understanding their cultural norms, and feeling their frustrations firsthand.

The book also highlights the power of prototyping and experimentation in the social sector. Often, organizations working for the greater good face significant constraints in terms of resources and risk tolerance. However, the authors persuasively argue that low-fidelity prototyping – creating quick and inexpensive versions of potential solutions – allows organizations to test assumptions, gather feedback, and learn rapidly without committing significant resources upfront. For example, consider a non-profit developing a new program to support at-risk youth. Instead of launching a full-scale initiative, they might first pilot a smaller version with a select group, using simple tools like storyboards and role-playing to get feedback from both the youth and the staff. This iterative approach allows for course correction and ensures that the final solution is more likely to be effective and impactful.

Another crucial concept explored is the need for systems thinking. Social problems are rarely isolated; they are often deeply embedded within complex systems of interconnected factors. The book emphasizes the importance of understanding these systems, identifying leverage points, and designing interventions that address the root causes rather than just the symptoms. For instance, when tackling food insecurity, a design thinking approach might not just focus on providing food aid but also explore the underlying issues of access, affordability, and agricultural practices within the broader food system. This holistic perspective allows for the development of more sustainable and long-term solutions.

The authors also delve into the challenges and nuances of applying design thinking in the context of social impact. They acknowledge that unlike purely market-driven contexts, measuring success in the social sector can be more complex and require different metrics. They discuss the importance of defining clear goals, identifying relevant indicators, and using both qualitative and quantitative data to assess the impact of design-led interventions. They share examples of organizations that have successfully used design thinking to not only create innovative solutions but also to develop robust evaluation frameworks to demonstrate their effectiveness to funders and stakeholders.

Furthermore, Design Thinking for the Greater Good underscores the importance of collaboration and co-creation. Addressing complex social issues often requires bringing together diverse perspectives and expertise. The book showcases examples of successful design thinking projects that involved not only designers and organizational staff but also the beneficiaries themselves, community leaders, policymakers, and other stakeholders. This collaborative approach fosters a sense of ownership, ensures that solutions are relevant and culturally appropriate, and builds stronger, more resilient initiatives. For example, a project aimed at improving maternal healthcare in a rural community might involve healthcare providers, community health workers, pregnant women, and their families in the design process to ensure that the proposed solutions address their specific needs and concerns.

The book is rich with case studies that bring these key ideas to life. From initiatives aimed at improving access to clean water and sanitation to programs designed to empower marginalized communities and foster economic development, the examples illustrate the tangible impact that design thinking can have on real-world problems. These case studies are not just anecdotal; they provide practical insights into the methods and tools used, the challenges faced, and the lessons learned.

Design Thinking for the Greater Good offers a compelling and practical framework for leveraging the power of design thinking to address pressing social challenges. It moves beyond the theoretical and provides actionable guidance, supported by real-world examples, for individuals and organizations seeking to create positive change. The book’s emphasis on empathy, experimentation, systems thinking, collaboration, and rigorous evaluation provides a roadmap for applying design thinking principles effectively in the social sector. It serves as an inspiring call to action, demonstrating that by embracing a human-centered and iterative approach, we can unlock innovative solutions and build a more just and sustainable world for all. 

Design thinking is not just for designers; it’s for anyone who is passionate about tackling complex problems and creating meaningful impact in their communities and beyond. It empowers readers to see the world through a different lens and to approach social challenges with creativity, empathy, and a relentless focus on the needs of the people they serve.

Part of a regular series on 27gen, entitled Wednesday Weekly Reader.

During my elementary school years one of the things I looked forward to the most was the delivery of “My Weekly Reader,” a weekly educational magazine depicted above, designed for children and containing news-based current events.

It became a regular part of my love for reading, and helped develop my curiosity about the world around us.

Why Most Successful Leaders Practice Design Thinking

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Because design thinking is actually a systematic approach to problem solving.

Find a leader who is innovative in any organization, and he has likely been practicing design thinking all along. It starts with the people we serve and the ability to create a better future for them. It acknowledges that we probably won’t get that right the first time. It does not require super powers.

It’s time for Design Thinking in your organization.

Design thinking can do for organic growth and innovation what TQM did for quality – take something we always have cared about and put tools and processes into the hands of leaders to make it happen.

Jeanne Liedtka and Tim Ogilvie, Designing for Growth

Design Thinking isn’t just choosing the right images and fonts for your next website revision. It’s not about renovating the physical spaces of your organization.

In the old days, designers and design thinking were an afterthought, the people and process at the end of the production. Engineers would hand over something that was functionally effective and have the designers make it look good. Those days are over.

Today, design is about experiences as well as products. It’s about services as much as it is hard goods.

It’s a problem-solving process that incorporates the needs of “customers,” team members, and partners in your organization’s mission. It’s a way of working that creates and refines real-world situations.

The Design Thinking Toolbox explains the most important tools and methods to put Design Thinking into action. Based on the largest international survey on the use of design thinking, the most popular methods are described in four pages each by an expert from the global Design Thinking community.

If you are involved in innovation, leadership, or design, these are tools you need. Simple instructions, expert tips, templates, and images help you implement each tool or method.

  • Quickly and comprehensively familiarize yourself with the best design thinking tools
  • Select the appropriate warm-ups, tools, and methods
  • Explore new avenues of thinking
  • Plan the agenda for different design thinking workshops
  • Get practical application tips

The Design Thinking Toolbox will help innovators master the early stages of the innovation process.

What challenge are you facing today that could use the discipline of Design Thinking?

Part of a regular series on 27gen, entitled Wednesday Weekly Reader

During my elementary school years one of the things I looked forward to the most was the delivery of “My Weekly Reader,” a weekly educational magazine designed for children and containing news-based, current events.

It became a regular part of my love for reading, and helped develop my curiosity about the world around us.

Utilizing Four Different Modes of Design Thinking

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According to the authors of Solving Problems with Design Thinking, most leaders harbor a deep, dark secret: They believe in their hearts that they are not creative, and find themselves short on delivering innovation ideas to their organizations.

In today’s seemingly rampant innovation mania, managers and leaders cannot appear unimaginative, let alone fail to come up with brilliant solutions to vexing problems on a whim.

For most of us there will be no Moses-like parting of the waters of the status quo that we might safely cross the Red Sea of innovation. Drowning is more likely our fate.  

– from Solving Design Problems

There is hope.

Instead of trying to part the waters, leaders need to build a bridge to take us from the current reality to a new future.

In other words, we must manufacture our own miracles.

The technology for better bridge building already exists, right under our noses. It’s called design thinking.

This approach to problem solving is distinguished by the following attributes:

  • It emphasizes the importance of discovery in advance of solution generation using market research approaches that are empathetic and user driven
  • It expands the boundaries of both our problem definition and our solutions
  • It is enthusiastic about engaging partners in co-creation
  • It is committed to conducting real-world experiments rather than just running analyses using historical data

And it works.

Design thinking is capable of reliably producing new and better ways of creatively solving a host of organizational problems.

THE QUICK SUMMARY – The Non-Designer’s Guide to Design Thinking by Kunitake Saso

“Design thinking seems to be an important way of thinking in 21st century business, but I am not sure where to begin.” Do you agree or not? If yes, this book is a good introduction to map the overall picture of learning design thinking.

This book illustrates the key components of mastering design thinking based on the author’s experience at the Institute of Design, Illinois Institute of Technology, one of the most famous Design schools in the world. The author highlights the difference between the business world and design world based on his own experience. His big transition from logical world as a ex- P&G marketers to design world helps non- designers learn design thinking with comparison to business protocol.

The author categorized the key components of design thinking into four parts:

  1. Thinking: Hybrid Thinking
  2. Mindset: Creator Spirit
  3. Process: Human Centered Co-creation
  4. Environment: Switching to Creative Mode through Tools and Space

In later chapters, the author proposes the framework of how to start the career of business design world and finally how the design thinking might influence your well being. This book is a compass for you to start mastering design thinking for all non-designers.

A SIMPLE SOLUTION

Design teaches us how to make things feel real, and most church rhetoric today remains largely irrelevant to the people who are supposed to make things happen.

Church elders and staff can make plans, bring on new staff, invest in the latest conference success story – but they can’t change the organization without a lot of help. The only people who will care enough to help are those for whom strategy is real.

Things that feel real to people are both interesting and personally significant. They are experienced, not just pronounced. While leaders are showing growth spreadsheets, design thinkers are telling stories.

We have a lot to learn from design thinking about how to tell a story that engages an audience, captures the experience dimension and makes the future feel real.

Using the power of design thinking to solve problems is a skill focusing on switching between four modes that make full use of the entire body.

Traveler (Research)

First, you visit somewhere new and unusual. Feel the place with all your senses; keep your curiosity intact while you immerse yourself completely into this world unknown to you. Take notes and snap photos at every opportunity. Record that sense of excitement when experiencing something unusual, so as not to lose it. Imagine a traveler who makes few plans in advance, who prefers strolling around places unknown to him, striking up conversations with strangers and writing about it in his blog.

Journalist (Analysis)

When you come back from the journey you review your memos and photographs like a journalist would after an interview; analyze objective facts and your own subjective interpretation using your left brain, and process it with your gut.

Editor/Artist (Synthesis)

Use all the facts and novel perspectives you acquired from the trip as inspiration to express the user’s problems and values with a poignant slogan, and with a single page compilation of the most memorable photographs, as if you are a magazine editor. Imagine The New Yorker or similar magazine to better understand the process.

Craftsman (Prototyping)

Finally, you use your hands like a craftsman to physically realize an idea for a product or service that you thinks should be present in the worldview you have just imagined. Picture an engineer who likes to make things himself, or a do-it-yourself father, or a creative housewife.

Kunitake Saso, The Non-Designer’s Guide to Design Thinking

A NEXT STEP

Everyone designs who devises courses of action aimed at changing existing conditions into preferred ones.     – Herbert Simon, Nobel Laureate

If we take Simon’s description but simplify the language and tone, we end up with a new definition powerful enough to recast the way organizations think:

Design is change.

According to Simon, anyone who tries to improve a situation is a designer. You don’t need a Master of Fine Arts degree and nine years of experience at a design studio to engage in designing.

You just need to find a situation worth improving and then work through the creative process.

And of course, church leaders don’t have any of those situations, do they?

Marty Neumeier, writing in The Designful Company, reminds us that leaders are designers, too, since leading is the act of moving people from an existing situation to an improved one.

According to Neumeier, while everyone uses design thinking in some situations, certain people are particularly suited to it. They tend to be:

  • Empathetic – able to understand the motivations of individuals and form strong emotional bonds
  • Intuitive – a shortcut for understanding situations. While the logical mind works through sequential steps, the intuitive mind is good for seeing the whole picture
  • Imaginative – new ideas come from divergent thinking, not convergent thinking
  • Idealistic – creative personalities are notorious for focusing on what’s wrong, what’s missing, or what they believe needs to change.

Designful leaders are energized by the ambiguity and uncertainty that comes with constant change. Designful leaders don’t accept the hand-me-down notion that cost cutting and innovation are mutually exclusive, or that short-term and long-term goals are irreconcilable. They reject the tyranny of “or” in favor of the genius of “and.”

Schedule some reflective time by yourself, and read both the four roles in the box quote above as well as the four characteristics above.

At the end of this reflection, when you look in your leadership mirror, do you see a designful leader?

 

Part of a weekly series on 27gen, entitled Wednesday Weekly Reader

Regular daily reading of books is an important part of my life. It even extends to my vocation, where as Vision Room Curator for Auxano I am responsible for publishing SUMS Remix, a biweekly book “excerpt” for church leaders. Each Wednesday on 27gen I will be taking a look back at previous issues of SUMS Remix and publishing an excerpt.

>>Purchase SUMS Remix here<<

>> Purchase prior issues of SUMS Remix here<<

To Help Solve Problems, Practice a Six-Step Design Thinking Process

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According to the authors of Solving Problems with Design Thinking, most leaders harbor a deep, dark secret: They believe in their hearts that they are not creative, and find themselves short on delivering innovation ideas to their organizations.

In today’s seemingly rampant innovation mania, managers and leaders cannot appear unimaginative, let alone fail to come up with brilliant solutions to vexing problems on a whim.

For most of us there will be no Moses-like parting of the waters of the status quo  that we might safely cross the Red Sea of innovation. Drowning is more likely our fate.  

– from Solving Design Problems

There is hope.

Instead of trying to part the waters, leaders need to build a bridge to take us from the current reality to a new future.

In other words, we must manufacture our own miracles.

The technology for better bridge building already exists, right under our noses. It’s called design thinking.

This approach to problem solving is distinguished by the following attributes:

  • It emphasizes the importance of discovery in advance of solution generation using market research approaches that are empathetic and user driven
  • It expands the boundaries of both our problem definition and our solutions
  • It is enthusiastic about engaging partners in co-creation
  • It is committed to conducting real-world experiments rather than just running analyses using historical data

And it works.

Design thinking is capable of reliably producing new and better ways of creatively solving a host of organizational problems.

THE QUICK SUMMARY – Design for Strengths by John K. Coyle

Are you on the cusp of greatness? Do you have untapped potential and talents just waiting to be released? Read this book to learn the same creative problem-solving methodology (Design Thinking) used extensively at Stanford, Google, IDEO, and Apple. This guide will unlock your personal potential, and that of your team and your business.

By exploring the intersection of Design Thinking and strengths-finding, innovation expert John K. Coyle demonstrates what most high achievers intuitively know-that each one of us possesses a unique combination of strengths, talents, skills and capabilities to achieve breakthrough performance-but may need a code to unlock them.

Design for Strengths delivers the process, tools and mindsets required to find and maximize your hidden potential. Illuminated by a captivating narrative of Olympic training and competition, Coyle demonstrates how he used the Design Thinking process and mindset to hack the sport of speed skating and win an Olympic silver medal. This book contains real-life examples of how individuals and organizations can use Design Thinking to define the right problem, and to ask and answer a better question. Instead of “how do I fix my weaknesses?” ask, “how can I design for my strengths?”

A SIMPLE SOLUTION

Design is all about action, and churches too often get stuck at the talking stage.

Face it – despite all our planning and analyzing and controlling, the typical church’s track record at translating its rhetoric into results is not impressive.

In the business world, researchers estimate that only somewhere between 10% and 60% of the promised returns for new strategies are actually delivered. Having been around ChurchWorld for over 38 years, my observation is the reality would be between 10% and 30% – tops.

Practices that consume enormous amounts of time and attention produce discouraging results. All the empty talk is making it harder and harder to get anything to actually happen. Churches expect the staff to be member-focused while the majority watches. When a staff or volunteer actually takes a risk, they are punished if it doesn’t succeed. Ambitious growth goals aren’t worth the spreadsheets they are computed on.

Getting new results requires new tools – and design thinking has real tools to help move from talk to action.

Design thinking is a simple framework and process to guide creative problem solving – a way to leverage the designer’s mindset to “solve old problems” in new ways.

Here are quick snapshots of each of the six Design Thinking steps.

Accept: Like so many problem-solving methodologies, the first step in the Design Thinking process is to admit there is a problem. Corollary to this is the idea that you don’t want to accept or work on problems that are completely intractable. There is a fine line between giving up too early and taking on the impossible.

Define: Often the “obvious” fix to a problem is the wrong one. The define stage is all about framing and reframing the problem in meaningful and solvable ways.

Empathize: This is perhaps the most important element of Design Thinking and probably also the hardest. Empathy doesn’t mean sympathy or agreeing with a particular viewpoint. Empathy means being able to shift your own thinking to emulate the thought patterns of someone else, to understand why something can make sense to someone possessing a particular mindset in a particular context.

Ideate: Probably the simplest step in Design Thinking – and yet the one with a methodology most quickly abandoned. Generating ideas without judgment is vastly superior to the simultaneous divergent/convergent process that almost every meeting in the world manages to evoke.

Prototype: Critical to this step is a “learn-by-doing” action bias and mindset. It is less about feedback and much more about the willingness to produce a less-than-perfect artifact or process that we could learn from.

Test: This phase is a decision point; either A) we have confidence to launch through quantitative data, or B) we need to return to Define, Empathy, or Prototype to tweak our problem statement, understanding, or approach. In this phase, you take a prototype – a new way of doing something – and try it in “real life.”

John K. Coyle, Design for Strengths

A NEXT STEP

It may be simplistic, but when it comes to problem solving, there are basically two kinds of problems: the simple and the complex. Simple problems really aren’t “simple” – it’s just that their solutions are often obvious, and require specific types of action to solve. Think of building a house – it’s a complicated process, but the “solutions” have been honed and refined over hundreds of years until they become somewhat formulaic.

On the other hands, complex problems do not have easy answers, and may even appear to be unsolvable at first glance. Reframing stubborn and complex challenges as design problems allows new ideas and solutions to emerge.

With this in mind, schedule a team meeting to tackle a complex problem that either exists or you see on the horizon.

On the top of six chart tablets, write the key word for each of the steps listed above. Copy and distribute this SUMS Remix to use as a guide for your team in discussing and listing actions that correspond to the six steps.

Excerpt taken from SUMS Remix 111-1, released January 2019

 

Part of a weekly series on 27gen, entitled Wednesday Weekly Reader

Regular daily reading of books is an important part of my life. It even extends to my vocation, where as Vision Room Curator for Auxano I am responsible for publishing SUMS Remix, a biweekly book “excerpt” for church leaders. Each Wednesday on 27gen I will be taking a look back at previous issues of SUMS Remix and publishing an excerpt.

>>Purchase SUMS Remix here<<

>> Purchase prior issues of SUMS Remix here<<

Creative Leaders Explore Three Areas of Prototyping

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Despite all our planning and analyzing and controlling, the typical church’s track record at translating its rhetoric into results is not impressive.

In the business world, researchers estimate that only somewhere between 10% and 60% of the promised returns for new strategies are actually delivered. The reality for many churches would be between 10% and 30% – tops. Practices that consume enormous amounts of time and attention mostly produce discouraging results.

All the empty talk is making it harder and harder to get anything to actually happen. Churches expect the staff to be member-focused while the majority watches. When a staff or volunteer actually takes a risk, they are punished if it doesn’t succeed. Ambitious growth goals aren’t worth the spreadsheets they are computed on.

Getting new results requires new tools – and design thinking has real tools to help move from talk to action.

Design thinking is actually a systematic approach to problem solving.

Design thinking is fundamentally an exploratory process; done right, it will invariably make unexpected discoveries along the way.

THE QUICK SUMMARY – Change by Design by Tim Brown

The myth of innovation is that brilliant ideas leap fully formed from the minds of geniuses. The reality is that most innovations come from a process of rigorous examination through which great ideas are identified and developed before being realized as new offerings and capabilities.

This book introduces the idea of design thinking‚ the collaborative process by which the designer′s sensibilities and methods are employed to match people′s needs not only with what is technically feasible and a viable business strategy. In short‚ design thinking converts need into demand. It′s a human−centered approach to problem solving that helps people and organizations become more innovative and more creative.

Design thinking is not just applicable to so−called creative industries or people who work in the design field. It′s a methodology that has been used by organizations such as Kaiser Permanente to increase the quality of patient care by re−examining the ways that their nurses manage shift change‚ or Kraft to rethink supply chain management. This is not a book by designers for designers; this is a book for creative leaders seeking to infuse design thinking into every level of an organization‚ product‚ or service to drive new alternatives for business and society.

A SIMPLE SOLUTION

Iterate – Leaders who thought like designers would see themselves as learners.

Leaders often default to a straightforward linear problem-solving methodology: define a problem, identify various solutions, analyze each, and choose one – the right one. Designers aren’t nearly so impatient, or optimistic. They understand that the successful invention takes experimentation and that empathy is hard won. So is the task of learning.

For example, the IKEA way of business we know (and love!) today didn’t originally start out that way. Almost every element of IKEA’s legendary business model – showrooms and catalogs in tandem, knockdown furniture in flat parcels, and customer pick-up and assembly – emerged over time from experimental response to urgent problems.

“Regard every problem as a possibility,” was IKEA founder Ingvar Kamprad’s mantra. He focused less on control and “getting it right” the first time and more on learning and on seeing and responding to opportunities as they emerged.

Prototyping at work is giving form to an idea, allowing us to learn from it, evaluate it against others, and improve upon it.

Anything tangible that lets us explore an idea, evaluate it, and push it forward is a prototype.

Techniques borrowed from film and other creative industries suggest how we might prototype nonphysical experiences. These include scenarios, a form of storytelling in which some potential future situation or state is described using words and pictures.

Prototypes should command only as much time, effort, and investment as is necessary to generate useful feedback and drive an idea forward.

Prototyping is always inspirational – not in the sense of a perfected project but just the opposite: because it inspires new ideas. Once tangible expressions begin to emerge, it becomes easy to try them out and elicit feedback internally from management and externally from potential customers.

In the ideation space we build prototypes to develop our ideas to ensure that they incorporate the functional and emotional elements necessary to meet the demands of the market.

In the third space of innovation we are concerned with implementation: communicating an idea with sufficient clarity to gain acceptance across the organization, proving it, and showing that it will work in its intended market.

There are many approaches to prototyping, but they share a single, paradoxical feature: They slow us down to speed us up. By taking the time to prototype our ideas, we avoid costly mistakes such as becoming too complex too early and sticking with a weak idea too long.

Tim Brown, Change by Design

A NEXT STEP

Quick prototyping is about acting before you’ve got all the answers, about taking chances, stumbling a little, but then making it right.

Prototyping is a state of mind.

A prototype is a simple experimental model of a proposed solution used to test or validate ideas, design assumptions, and other aspects of its conceptualization quickly and cheaply, so that the leaders involved can make appropriate refinements or possible changes in direction.

Long used in the design of “things,” prototyping is increasingly used to work on designing experiences or other non-material objects.

To explore a current situation at your church that can be improved, work through the following prototyping exercise:

Select a situation consisting of multiple elements and nuances that a guest encounters at your church. For example, a guest family with a preschool child visiting for the first time.

Prepare any accessories (props) needed to recreate the scene where the action takes place. Use cardboard, tape, or any cheap material at hand to create the “sense” of the action a guest is going through.

Make a list of the roles people are involved in and define the sequence and time required to enact them.

Replay the situation three – four times. Each time, try to understand the emotional layers of the situation. Then add elements you forgot at the beginning.

Video record the re-enactment, playing different roles each time. Assign one team member to observe and take notes.

After the exercise, watch the video and listen to the observer’s notes. What parts of the process can be changed to make the experience more enjoyable to the guest? What types of training are needed for your volunteers to make that happen? Are there any physical or space layouts that can be improved?

Leaders who practice design thinking are energized by the ambiguity and uncertainty that comes with constant change. These leaders don’t accept the hand-me-down notion that cost cutting and innovation are mutually exclusive, or that short-term and long-term goals are irreconcilable. They reject the tyranny of “or” in favor of the genius of “and.”

Excerpt taken from SUMS Remix 98-3, released August 2018

 

Part of a weekly series on 27gen, entitled Wednesday Weekly Reader

Regular daily reading of books is an important part of my life. It even extends to my vocation, where as Vision Room Curator for Auxano I am responsible for publishing SUMS Remix, a biweekly book “excerpt” for church leaders. Each Wednesday on 27gen I will be taking a look back at previous issues of SUMS Remix and publishing an excerpt.

>>Purchase SUMS Remix here<<

Good Design Gets You in the Game…

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…great design is the game winner.

Welcome to the world where design is king.

 

In the old days, designers were an afterthought, the people at the end of the production process. Engineers would hand over something that was functionally effective and have the designers make it look good. Those days are over.

Today, design is about experiences as well as products. It’s about services as much as it is hard goods.

Design is now differentiation.

Alan Webber, founder of Fast Company magazine and author of “Rules of Thumb,” puts it this way: Today companies use design to:

  • create distinctive products and services that capture their customers’ imaginations
  • restructure their corporate operations
  • unveil new logos and uniforms that express a fresh corporate identity
  • develop new communications tools that connect with customers and shareholders
  • build corporate offices that encourage and enable collaboration
  • collect and share information across a global platform

Design is a way to solve deep-seated social problems. And design is a money saver, a way to simplify products and make them easier and less expensive to manufacture and sell. Across the board designers have defines a way of seeing that adds to the delight of customers and the profitability of companies.

Application to ChurchWorld

You probably already understand this on some level. You understand that the design of your website says more about you and provides a quick glimpse of your “brand”. You know that the little – and not so little – things like the design of your logo and your letterhead, the print pieces you use, the “flow” of your worship experience all communicate instantly what your church is all about.

But if you are still a design novice, and want to learn more, here are Webber’s three ways to begin to crack the design code:

  • Reading – you may be a word person and you want to try to learn about seeing. Dan Pink’s “A Whole New Mind,” Tim Brown’s “Design Thinking,” Tom Kelley’s “The Art of Innovation” and “The Ten Faces of Innovation,” Jeanne Liedtka and Tim Ogilvie’s “Designing for Growth,” and Don Norman’s “The Design of Everyday Things” are required reading. Get one of them today; start reading it tonight, and put it into action tomorrow.
  • Viewing – You need to practice seeing. Go to an art museum; browse a furniture showroom gallery; check out the latest model cars. The more you look at objects like these, the more you appreciate great design. You’re not buying, so don’t worry about price. Look carefully at the lines, interior detailing and design, and the small things that make a big difference. “Seeing” is a critical skill for aspiring diagnosticians – like you.
  • Shopping – Go out and find an assortment of small objects that go in your home or office. Look at OXO products; visit an IKEA store. When you pick up one of these objects, you will immediately understand what “consumer-centered design” means. Go to an office supply store and sit in an Aeron chair. Look at the latest products from Apple: iPhone, iPad, the latest MacBook Air. Go to an antique store and see what great design looked like in the past. Take a virtual shopping trip to your heart’s content. When you have collected these objects (or examined them enough), what do these products have in common? Are they as good to look at as they are fun to use? Is there an emotional content to their design?

You don’t have to buy anything to get the idea. But you do have to buy into the idea:

Design is everywhere, and increasingly, design is everything.

 

Great Design is…

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Utterly unexpected. A brilliantly designed product or service is clever and amazing. Think anything Apple.

Amazingly competent. A well-conceived product excels at what it does. It is functionally flawless. Think a Ziploc bag or Google’s home page.

Aesthetically exquisite. At the pinnacle of great design are products so gorgeous you want to hug them. Think a Porsche 911.

Conspicuously conscientious. Consumers (especially those under 30) are demanding socially responsible products and services that reflect a sense of stewardship for the environment and a passion for making a difference. Think Prius.

Unfortunately, design is still an afterthought in most organizations. Great design is less about genius than empathy – and it’s often the tiniest things that make the biggest difference.

– from Gary Hamel’s What Matters Now

Designing takes place in the uncomfortable gap between vision and reality.

– Marty Neumeier, The Designful Company

Design is not just about products, even though that is often our first and only thought when it comes to design.

Design is change.

You need to find a situation worth improving and then work through the creative process.

For ChurchWorld Design Thinkers (aka Leaders)

  • What are the thoughtless little ways we irritate our members and Guests and what can we do to change that?
  • What are the small, unexpected delights we could deliver to our members and Guests at virtually no cost?

Design Thinking Matters.

courtesy richworks.in

courtesy richworks.in

 

Simon Says, Be a Designer

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Everyone designs who devises courses of action aimed at changing existing conditions into preferred ones.     – Herbert Simon, Nobel Laureate

If we take Simon’s description but simplify the language and tone, we end up with a new definition powerful enough to recast the way organizations think:

Design is change.

According to Simon, anyone who tries to improve a situation is a designer. You don’t need a Master of Fine Arts degree and 9 years of experience at a design studio to engage in designing.

You just need to find a situation worth improving and then work through the creative process.

And of course, ChurchWorld leaders don’t have any of those situations, do they?

Marty Neumeier, writing in The Designful Company, reminds us that leaders are designers, too, since leading is the act of moving people from an existing situation to an improved one.

According to Neumeier, while everyone uses design thinking in some situations, certain people are particularly suited to it. They tend to be:

  • Empathetic – able to understand the motivations of individuals and form strong emotional bonds
  • Intuitive – a shortcut for understanding situations. While the logical mind works through sequential steps, the intuitive mind is good for seeing the whole picture
  • Imaginative – new ideas come from divergent thinking, not convergent thinking
  • Idealistic – creative personalities are notorious for focusing on what’s wrong, what’s missing, or what they believe needs to change.

Designful leaders are energized by the ambiguity and uncertainty that comes with constant change. Designful leaders don’t accept the hand-me-down notion that cost cutting and innovation are mutually exclusive, or that short-term and long-term goals are irreconcilable. They reject the tyranny of “or” in favor of the genius of “and.”

When you look in your leadership mirror, do you see a designful leader?

 

inspired by and adapted from The Designful Company by Marty Neumeier

The Designful Company

 

The Rebirth of Aesthetics

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aes – thet – ics – (noun) a set of principles concerned with the nature and appreciation of beauty

An idea is only an intention until it has been perfected, polished, and produced.

– Marty Neumeier

According to Marty Neumeier, Director of Transformation at the Liquid Agency, the same principles that activate other forms of art will soon become essential to the art of leadership. The more technological our culture becomes, the more we’ll need the sensual and metaphorical power of beauty.

aesthetics

Take a look at the chart below, and see how the aesthetics of the single word on the left inspires your curiosity of leadership through the questions on the right.

The Aesthetics of Leadership

Contrast – How can we differentiate ourselves?

Depth –  How can we succeed on many levels?

Focus – What should we NOT do?

Harmony – How can we achieve synergy?

Integrity – How can we forge the parts into a whole?

Line – What is our trajectory over time?

Motion – What advantage can we gain from speed?

Novelty – How can we use the surprise element?

Order – How should we structure our organization?

Pattern – Where have we seen this before?

Repetition – Where are the economies of scale?

Rhythm – How can we optimize time?

Proportion – How can we keep our strategy balanced?

Scale – How big should our organization be?

Shape – Where should we draw the edges?

Texture – How do details enliven our culture?

Unity – What is the higher-order solution?

Variety – How can diversity drive innovation?

What beautiful thing are you creating in your organization today?

When I’m working on a problem, I never think about beauty. But when I have finished, if the solution is not beautiful, I know it is wrong.

– Buckminster Fuller

inspired by and adapted from Marty Neumeier’s The Designful Company

The Designful Company

The Playground of the Designer: Working in the Space Between Logic and Magic

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ChurchWorld leaders need to think like designers.

Before you rule that out by saying you’re not creative, consider the following thoughts, adapted from The Designful Company by Marty Neumeier.

The easiest way to understand the design process is to see how it differs from the traditional organizational processes you are used to. Most decision-making processes used in churches today were derived from the business world. Those processes came from the early management theory developed as the Industrial Age hit its stride. Those processes emphasized two main activities: knowing and doing. Leaders and organizations would analyze a problem, look to a standard box of options – actions that had been proven to work in the past – and then execute the solution. The traditional church organization is all head and legs. 

The designful organization inserts a third activity: making.

Leaders still need to analyze the problem (knowing), but they then “make” a new set of options, and then execute that solution (doing). By inserting making between knowing and doing, leaders can bring an entirely different way of working to the problem. The head and legs are improved by adding a pair of hands.

In reality, designers don’t actually “solve” problems. They work through them. They use non-logical processes that are difficult to express in words but easier to express in action. They use models, mockups, sketches, and stories as their vocabulary. They experiment and try new things. If they fail, that’s no problem – they’ve just discovered a way that won’t work.

Leader/Designers operate in the space between knowing and doing, prototyping new solutions that arise from four strengths of empathy, intuition, imagination, and idealism (more about this in a future post).

In the meantime, if you are a leader, you should be a designer. But don’t think you are creating a masterpiece right out of the gate. Designing, innovating, making – whatever you call it, it’s a messy, chaotic process.

One that you can’t afford to ignore.

When the great innovation appears, it will almost certainly be in a muddled, incomplete, and confusing form. For any speculation that does not at first glance look crazy, there is no hope.     – physicist Freeman Dyson

An organization that automatically jumps from knowing to doing will find that innovation is unavailable to it.

To be innovative, an organization needs not only the head and legs of knowing and doing, but also the intuitive hands of making.

How are you putting hands to work in your church?

inspired by and adapted from The Designful Company, by Marty Neumeier

The Designful Company