Design Thinking and Public Sector Innovation
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Design Thinking and People Powered Problem Solving Ben Weinlick, MA www.thinkjarcollective.com Twitter: @thinkjar_ email: [email protected] 780-918-5608 ©
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Transcript of Design Thinking and Public Sector Innovation
Design Thinking and People Powered Problem Solving
Ben Weinlick, MA www.thinkjarcollective.com
Twitter: @thinkjar_ email: [email protected]
780-918-5608 ©
Senior Leader of Research and Social Innovation
17 years muckin’ aroundstriving to lead systems change inhuman services
ConsultantExplorer
Ben Weinlick
thinkjarcollective.com skillssociety.ca
Big questions I’m interested in
How do we problem solve better?
How do we get to root causes and design around that?
Fixed it
It’s not all about the new!
Douglas Adams- Hitchhikers guide to the galaxy
Rules that describe our biases and reactions to the new…
1. Anything that exists when you’re born is part of the natural order
2. Anything invented from when you are 15-35 is new and exciting and you can probably get a career in it
3. Anything invented after you are 35 is against the natural order of things
Hopes for this session•What the heck is Human
Centered Design Thinking?
•Why is this beast emerging?
•Share some stories and examples
•Solve World Peace!…No probably not
•But we’re gonna stretch our minds
The tricky thing with most systems today
Innovation isEmergenceOrientated
Performance Outcome
Orientated
Mark Cabaj
Radical Middle
$13.5 Billion in one year just on R&Dof one car company
Getting real about Social R&D
Here’s the thing…What happens when we
have to “know” results and outcomes before
we even start exploring deeper challenges around a complex problem?
We create solutions, services, systems, products, based mostly
on deep biased assumptions
If stewarded well, the Design Thinking Process helps tame our biases and assumptions
Assumption
Looking outside our silos in Community
and strengthening creative collaborations to tackle big social challenges
Strengthening Organizational capacity
through learning Culture and Tools
Developing Team creative collaboration
We start with mental models…Our own first
People’s views,
patterns of problem solving
“Think Differently?”
Much of the work is around defeating status quo assumptions and stiff mental habits...
Becoming friends with uncertainty
The 20/80
The 5 whys
They want money - Why?For their community projects- why?
So they can support their people - why?So they can feel that people matter - why?
Because people are isolated without much support…
Community will still need money…And How might we create a service innovation that supports and launches
connections between people and strengthens community ?
What do we think people really need from engaging with our Grants?
Design is usually misunderstood• Everything man made is
Designed
• When you try to solve a problem you are designing solutions
• Design is problem solving
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History of Design Thinking
Old Design Ethos Design Thinking Ethos
Human-Centered
Why I’m hopeful about Design Thinking
- People at the center
- Guided by empathy
- Disciplined collaborative process
- True co-design
- Intersects disciplines
- Bias towards action…not just talk
What is Human Centered- Design Thinking Really?
…But usually not this linear in practice
The usual way of leading change
People First!The people that need and use a
service
What could trigger change?
What do people really want?
Prototype and Test programs
and new services
Policy change/champions at the
top support
Human Centered Design Thinking
Convene executives and policy makers
Unleash on peoplethat use a service
Make new programsinterventions
Why engage with Design Thinking?
• Making and prototyping = better learning and solutions
• Makes risk taking more manageable
• Structured problem solving process
• Brings diverse stakeholders together to work on a shared problem or challenge
Discovery
• Shadowing
• Empathy Mapping
• Service Safaris- examples of good and bad services in other domains
• Hanging out with people in context
• Goes deeper than SURVEYS!
Light Ethnographic Research
• Attempts to get to know people as they "naturally act"
• Thoughtful noticing, up close, personal experience, and possible participation alongside
• Often captures: quotes, descriptions, pictures, stories
• This allows one to develop a narrative description
How might we…?• We firm up a question and check our
assumptions as best we can
• What are “problems” we want to help with?
• What are the deeper needs of people?
turn off your filters Whatever idea comes to mind go with it. Don’t evaluate at this stage. Ideas will be evaluated later.
go for quantitySeems weird, but the more ideas the better. Go for lots of ideas. The more ideas you have the greater chance of having a good one.
build and combine ideasThe most innovative ideas have come about through mixing things together that seem crazy at first. Let one idea spark another idea. Build on each others ideas.
embrace the weird and wild!The wilder the ideas the better. It’s easier to tame a wild idea than to invigorate a weak one. Stretch your thinking. It’s the crazy ones that make real positive change in the world.
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don’t throw out wet blanketsIn critiquing ideas we can easily take it personally and disturb collaboration. Remembering the Action Lab Agreement helps.
be affirmative! Discipline yourself to think, “what’s good about this idea being presented to me?” Be careful of too quickly succumbing to the “no way!” reflex.
check your objectivesWhat is the point of this Action Lab? Would the person you are coming up with creative solutions around want to engage with what you are suggesting? If not, is it because it is new, unfamiliar?
improve your ideasNot all ideas are workable solutions. Be disciplined about refining and improving an idea until you have some first steps to get moving on.
be brave! Don’t dismiss new thinking or fresh ideas out of hand.
Divergent Thinking Guidelines Convergent Thinking GuidelinesThe brainstorming and thinking of new
possibilities phase of our creative processAfter divergent thinking we need to find
ideas that can turn into action
lets act in ways that foster trustTreat each other with respect. Be supportive. Help others be successful.
lets be ourselvesBring your unique perspective. And speak in ways that people will be willing and eager to listen.
lets be curious Be open to having your thinking provoked and expanded. Being willing to be surprised.
lets be careful of our judgmentsWe see through our own colored glasses. Be careful of absolute judgments, certainties, assumptions and biases.
lets acknowledge and appreciateStrengthen collaboration through appreciating others contributions and strengths.
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lets practice reflective opennessRather than point fingers or say why someone is wrong, describe where your perspective is coming from. Why do you see situation a certain way. Describe your biases. Doing this will make it easier for people to hear each other’s insights.
lets be open to feedbackBe receptive to new ideas and come with a willingness to change your thoughts, opinions and behaviors.
lets not be held back by obstaclesFocus on what’s possible. Don’t believe in the power of perceived obstacles. Creative teams find ways around challenges that arise.
lets have funWork hard and let’s not take ourselves too seriously. Humour and fun fosters trust and opens up new ways of thinking.
Build/make
Try out prototyped service and get feedback
Fail cheaply
Refine
Test again
Phases of Service Design Thinking
System change attempt to humanize
service
Capacity buildingto use design thinking to
problem solve better and co-design with citizens
Keepin’ It RealGonna look at Design Thinking examples at
three levels
Individual service level
Exampleofaserviceandsysteminnova7onguidedbyDesignThinkingPrinciples
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BigSystemicChallengeDe-humanizingserviceexperienceofCase files and Service
planning
No Yes!
Which took me to a weird aha moment...
Not objects
Design behaviours
Testing early!
Really rough prototype testing
App question test
• Test early while still rough prototype
• My slang doesn’t land with everyone!
• Include diverse group in the design process
• Hitchhike on “log notes” to design behaviour that focuses on strengths and humanizes case management
• Idea > test > iteration > idea > test > iteration > building something that matters
Learned so far through Design Thinking leading development
ExamplesofscalingcapacitytolearnDesignThinkingastoolforbeLerproblemsolving
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Keyques(ons
• Howmightweenhancetheci7zenshipexperienceofpeoplewithdisabili7es?
• Howmightwehelpcaseworkerstothinkdifferentlyandseenewpossibili7esthatcouldlaunchpeopletheysupporttobeLerqualityoflife?
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Lab featured in the Feb 2014 Stanford Social Innovation Review Magazine
OurCi7zenAc7onLab
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Ci7zenAc7onLab
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Ci7zenAc7onLabgrowinginternalcapacityforproblemsolvingandincreasingqualityoflife
50On the iBooks store for free
Citizen centered Think Tank Lab
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Workingwithaninnova7veleadershipteaminGovernmentofAlbertaMinistryofCulture
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“How might we tailor our services and programs to help ethno-cultural groups realize their hopes and
visions for their community/ies?”
AB Culture Design Thinking Capacity Building in
Community Development Unit (CDU)Rough prototype exploration
ExampleofDesignThinkingusedintailoreddisabilityservicedesign
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Design Thinking and Individualized Service Outcome
Are we designing for meaning?
Is a service or program innovation of real value for people’s lives?
Have we developed the service with the people that will use it?
Is the service what people really want and need?
What could really impact positive systems change?
What are we learning from what’s working and not working?
Guiding questions we try tokeep in mind
Pendulum Swings Between
CultureTools
• Open Data and then designing around insights
• Internal capacity building to learn design thinking processes and tools
• Methods used for better citizen centered engagement experiences with Government
• Policy Labs
How is Design Thinking being explored in the public sector these days?
UK
“Bringing new Policy techniques to Gov’t designing services aroundpeople’s experience”
Co-create innovative services with people that will use them and leave
some room to muck around
The serious play and spinning plates of Richard Feynman
Beware of over simplifying and hoping that Design Thinking will easily solve all your challenges…
www.thinkjarcollective.com@thinkjar_
Ben [email protected] - 780-918-5608
Tools, Resources, Services
Contact me if interested inFull Day Learn Design Thinking By Doing It workshop!
Bonus Slides On Culture of Innovation!
Patterns of innovation
The right culture
The right human centred tools
Need Both!
Support looking for practices and ideas that are outside one’s usual silos
Innovative Cultures
InnovationPattern
“Legendary innovators like Franklin and Darwin share a defining attribute.
They had a lot of hobbies.” ― Steven Johnson - Where good ideas come
from
Recognize innovation can’t be something we only fart around with at work
InnovationPattern
Innovative Cultures
InnovationPattern
Have people that thoughtfully challenge the Status Quo
Innovative Cultures
Are full of people that are always looking to do better and keep learning
Innovative Cultures
InnovationPattern
Value playfulness and not taking ourselves too seriouslyBut not forced cheesy play
Innovative Cultures
InnovationPattern
Support diverse backgrounds of teams
Innovative Cultures
Jonas Salk, developer of the vaccine that eradicated polio, made it a practice to assemble men and women from different domains in his think tanks.
Invite people from other domains and ask them how they would solve your problem.
www.thinkjarcollective.comInnovationPattern
Recognize that rarely do true innovations come from the top
They steward bottom up co-design
Innovative Cultures
InnovationPattern
Build capacity for people to learn disciplined creative problem solving tools like Design
Thinking
Innovative Cultures
InnovationPattern
