tag:blogger.com,1999:blog-86197152024-02-19T07:29:10.455-08:00Riander BlogOn Experience Design Practice, Management, & Organizational StrategyRichard I Andersonhttp://www.blogger.com/profile/03669293190263591598noreply@blogger.comBlogger157125tag:blogger.com,1999:blog-8619715.post-36545224882499520402019-01-04T19:32:00.000-08:002019-01-21T19:34:23.481-08:00Business as usual will no longer suffice…<div style="font-family: Helvetica; font-size: 13px; font-stretch: normal; line-height: normal;">
<b><i>A version of this post has been published <a href="https://www.linkedin.com/pulse/business-usual-longer-suffice-richard-anderson/" target="_blank">on LinkedIn</a>.</i></b></div>
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<span style="font-kerning: none;">While carolers recently proclaimed “<i>tis the season to be jolly</i>,” twas also the time of year to be easily reminded of the excesses of capitalism, from Black Friday to its expansion in many cases to Black Friday Week (and longer) motivating purchase of things not needed, to the distaste for and dehumanization of the poor exhibited by A Christmas Carol’s Ebenezer Scrooge and It’s a Wonderful Life’s Mr. Potter (both with their many modern day counterparts).</span></div>
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<span style="font-kerning: none;">But the holidays are not needed for such reminders, particularly these days, with reports of the unethical behavior of major tech companies continually in the news along with reports of the damage their products continue to inflict. And denials of climate change in the face of irrefutable evidence and predictions of likely doom; as Marc Benioff (CEO of Salesforce) tweeted in August:</span></div>
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<span style="font-kerning: none;">Benioff’s highly visible support of a tax on large San Francisco companies to help the city address its major problem with homelessness was a recent bright spot in the world of tech and capitalism and apparently key to the proposition’s passage.</span></div>
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<span style="font-kerning: none;">However, this is all about corporations giving money to others to help others address societal problems. Corporations also do this via various philanthropic programs, but <a href="https://creativemornings.com/talks/mark-wexler-wtf" target="_blank">as Marc Wexler (Co-Founder of Not for Sale) argues</a>, the model of corporations doing whatever they need to to make money and then giving money to others to address societal (or environmental) problems is broken. Indeed, <a href="https://www.fastcompany.com/90236642/jeff-bezos-is-donating-money-to-fix-a-problem-his-company-perpetuates" target="_blank">corporate behavior often perpetuates the problems corporate taxes and philanthropic contributions go towards fixing</a>. Wexler calls this “<i>soul crushing</i>.”</span></div>
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<span style="font-kerning: none;">Some have argued for the need for a different approach to capitalism. For example, <a href="https://hbr.org/2011/01/the-big-idea-creating-shared-value" target="_blank">Michael Porter and Mark Kramer have stated</a>:</span></div>
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<i>“Capitalism is an unparalleled vehicle for meeting human needs, improving efficiency, creating jobs, and building wealth. But a narrow conception of capitalism has prevented business from harnessing its full potential to meet society’s broader challenges. The opportunities have been there all along but have been overlooked. Businesses acting as businesses, not as charitable donors, are the most powerful force for addressing the pressing issues we face. The moment for a new conception of capitalism is now; society’s needs are large and growing, while customers, employees, and a new generation of young people are asking business to step up.”</i></div>
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<span style="font-kerning: none;">The concept of “<i>conscious capitalism</i>” has received considerable attention. From the <a href="https://www.consciouscapitalism.org/about/credo" target="_blank">Conscious Capitalist Credo</a>:</span></div>
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<span style="font-kerning: none;"><i>“Conscious Capitalism is a way of thinking about capitalism and business that better reflects where we are in the human journey, the state of our world today, and the innate potential of business to make a positive impact on the world. Conscious businesses are galvanized by higher purposes that serve, align, and integrate the interests of all their major stakeholders. Their higher state of consciousness makes visible to them the interdependencies that exist across all stakeholders, allowing them to discover and harvest synergies from situations that otherwise seem replete with tradeoffs. They have conscious leaders who are driven by service to the company’s purpose, all the people the business touches, and the planet we all share together.”</i></span></div>
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<span style="font-kerning: none;"><a href="https://www.fastcompany.com/90274948/a-new-kind-of-capitalism-needs-a-new-generation-of-inspired-and-inspiring-leaders" target="_blank">Sebastian Buck (Co-Founder of Enso) argues</a> for a need to move from “<i>extractive capitalism</i>” to “<i>generative capitalism</i>.”</span></div>
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<span style="font-kerning: none;"><i>“Generative capitalism contributes new value to the world; extractive capitalism reallocates existing value.”</i></span></div>
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<span style="font-kerning: none;">To date, Porter’s and Kramer’s concept of “<i>shared value</i>” — “<i>creating economic value in a way that also creates value for society by addressing its needs and challenges</i>” — has probably received the most attention, perhaps in part because it involves, as stated earlier, “<i>businesses acting as businesses</i>.” Unlike corporate social responsibility or philanthropy, “<i>it is not on the margin of what companies do but at the center</i>.”</span></div>
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<span style="font-kerning: none;">And, as Porter and Kramer stated, “<i>customers, employees, </i></span><i>and a new generation of young people are asking business to step up.</i>” One sees evidence of that in, for example, <a href="https://www.fastcompany.com/90285849/why-amazon-employees-submitted-a-stockholder-climate-resolution" target="_blank">Amazon employees using their shareholder power to demand corporate action on climate change</a> and in <a href="https://medium.com/@future500/are-you-a-good-corporate-citizen-434374781841" target="_blank">employees elsewhere spearheading diversity initiatives</a>.</div>
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<span style="font-kerning: none;">Some businesses have responded, including Walmart (whose Chief Sustainability Officer proclaimed in 2017 that “<i><a href="https://shift.newco.co/2017/04/05/business-exists-to-serve-society/" target="_blank">business exists to serve society</a></i>,” and the company has increasingly acted in accordance with that view) and other companies identified by Forbes as “<i><a href="http://fortune.com/change-the-world/list/" target="_blank">using the profit motive to help the planet and tackle social problems</a></i>.” </span></div>
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<span style="font-kerning: none;">“<i>The profit motive</i>” appears to be key, so when environmental or social problems can be talked about in terms of money….</span></div>
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<span style="font-kerning: none;">Or to put it more simply:</span></div>
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<span style="font-kerning: none;">“<i>Businesses acting as businesses</i>…”</span></div>
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<span style="font-kerning: none;">Yet, <a href="https://medium.com/newco/how-we-fared-predictions-2018-a398b3af48c8" target="_blank">businesses have not responded as much as some predicted</a>. SO much more can and needs to be done.</span></div>
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<span style="font-kerning: none;"><a href="https://medium.com/@Riander/leveraging-design-to-help-overcome-key-challenges-to-creating-shared-value-5883b215535" target="_blank">As I’ve stated elsewhere</a>, part of the problem is the difficulty corporations have understanding social and environmental issues adequately and working effectively with others already working on such issues. As I’ve also stated, designers schooled in effectively designing for social or environmental impact have skills that can help corporations address this difficulty. <a href="https://medium.com/@Riander/leveraging-design-to-help-overcome-key-challenges-to-creating-shared-value-5883b215535" target="_blank">I’ve identified some of those skills</a>; <a href="https://medium.com/@mike_you/how-anthropological-thinking-can-help-make-business-greener-and-just-better-b1cedca915ea" target="_blank">Mike Youngblood elaborates on how anthropological thinking — an essential component of good design — “<i>can help make business greener</i>”</a>; and Jared Spool highlights another of the essential skills below:</span></div>
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<span style="font-kerning: none;">But as I’ve argued in multiple talks (e.g., <a href="https://medium.com/ixda/is-it-ethical-for-designers-to-function-as-activists-when-practicing-their-profession-ce9734951190" target="_blank">at the Interaction Design Education Summit in Lyon France last February</a>) and as Marc Rettig argues in <a href="https://medium.com/@Riander/on-what-it-takes-for-companies-to-move-toward-social-and-environmental-responsibility-how-we-might-4fefb8de858f" target="_blank">my conversation with him about what it takes for companies to move toward social and environmental responsibility</a>, designers need to elevate their game. At the same time, companies have to elevate their understanding of design and of the role designers can play in business.</span></div>
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<span style="font-kerning: none;">However, Calvin’s Hobbes so sadly concludes:</span></div>
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<span style="font-kerning: none;">But we are at a point of crisis. Business as usual will no longer suffice…</span></div>
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<span style="font-kerning: none;">Perhaps the final Calvin and Hobbes strip ever published offers a ray of hope:</span></div>
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Here’s to a happy new year!</div>
Richard I Andersonhttp://www.blogger.com/profile/03669293190263591598noreply@blogger.com0tag:blogger.com,1999:blog-8619715.post-22344880276712108952018-11-19T15:19:00.002-08:002018-11-19T15:20:53.910-08:00Leveraging design to help overcome key challenges to creating shared value<div class="graf graf--p graf-after--h3" id="2e47" name="2e47" style="--baseline-multiplier: 0.17; --x-height-multiplier: 0.375; caret-color: rgba(0, 0, 0, 0.843137); color: rgba(0, 0, 0, 0.843137); font-family: medium-content-serif-font, Georgia, Cambria, "Times New Roman", Times, serif; letter-spacing: -0.003em; line-height: 1.58; margin-top: 10px;">
<b><i>A version of this post has been published <a href="https://medium.com/@Riander/leveraging-design-to-help-overcome-key-challenges-to-creating-shared-value-5883b215535" target="_blank">on Medium</a>.</i></b></div>
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Design is used extensively to “reimagine social change” (the tagline of the best known “shared value” consultancy), yet design is largely ignored in efforts to create shared value (i.e., to expand the connections between social, environmental, and economic progress). Tis perplexing given the increased acceptance of the need for “design thinking” to play a role in creating business strategy, though perhaps understandable given the persistence of outdated concepts of design and of the role of designers in <span style="letter-spacing: -0.003em;">business.</span></div>
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Plus, the benefits of employing design have been rising, since great progress has been made in understanding how to effectively design for positive social and environmental impact. And those benefits are needed now more than ever, as social and environmental problems seem increasingly insurmountable while corporations, seeking innovative ways to differentiate their offerings and improve shareholder value, struggle to understand them adequately to determine whether they can address any of them as part of their core business strategy. Indeed, shared value goes beyond typical corporate social responsibility (CSR) projects, which are peripheral to core business and exist largely to manage brand and reputation. Hence, corporations are not accustomed to addressing social and environmental problems in this way.</div>
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Non<span style="letter-spacing: -0.003em;">-profits, governmental institutions, and community groups — i.e., organizations conventionally considered to have greater responsibility for addressing social and environmental issues — are also not accustomed for corporations to address social and environmental problems in this way. As</span><span style="letter-spacing: -0.003em;"> </span><a class="markup--anchor markup--p-anchor" data-href="https://hbr.org/2006/12/strategy-and-society-the-link-between-competitive-advantage-and-corporate-social-responsibility" href="https://hbr.org/2006/12/strategy-and-society-the-link-between-competitive-advantage-and-corporate-social-responsibility" rel="noopener nofollow" style="background-image: linear-gradient(to right, currentcolor 100%, currentcolor 0px); background-position: 0px calc(1em + 1px); background-repeat: repeat no-repeat; background-size: 1px 1px; color: inherit; letter-spacing: -0.003em; text-decoration: none;" target="_blank">Michael Porter and Mark Kramer have stated</a><span style="letter-spacing: -0.003em;">,</span></div>
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<em class="markup--em markup--p-em" style="font-feature-settings: "liga", "salt";"> </em><em class="markup--em markup--p-em" style="font-feature-settings: "liga", "salt"; letter-spacing: -0.06300000101327896px; text-indent: -8.399999618530273px;">“</em><em class="markup--em markup--p-em" style="font-feature-settings: "liga", "salt"; letter-spacing: -0.003em; text-indent: -0.4em;">Leaders in both business and civil society have focused too much on the friction between them and not enough on the points of intersection.”</em></div>
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Indeed, shared value partnerships with corporations can more greatly than corporate philanthropy or CSR ease the financial strain such organizations often experience while achieving greater impact than would otherwise be possible.</div>
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More from <a class="markup--anchor markup--p-anchor" data-href="https://hbr.org/2011/01/the-big-idea-creating-shared-value" href="https://hbr.org/2011/01/the-big-idea-creating-shared-value" rel="nofollow noopener" style="background-image: linear-gradient(to right, currentcolor 100%, currentcolor 0px); background-position: 0px calc(1em + 1px); background-repeat: repeat no-repeat; background-size: 1px 1px; color: inherit; text-decoration: none;" target="_blank">Porter and Kramer</a>:</div>
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<em class="markup--em markup--p-em" style="font-feature-settings: "liga", "salt";"> </em><em class="markup--em markup--p-em" style="font-feature-settings: "liga", "salt"; letter-spacing: -0.06300000101327896px; text-indent: -8.399999618530273px;">“</em><em class="markup--em markup--p-em" style="font-feature-settings: "liga", "salt"; letter-spacing: -0.003em; text-indent: -0.4em;">Capitalism is an unparalleled vehicle for meeting human needs, improving efficiency, creating jobs, and building wealth. But a narrow conception of capitalism has prevented business from harnessing its full potential to meet society’s broader challenges. The opportunities have been there all along but have been overlooked. Businesses acting as businesses, not as charitable donors, are the most powerful force for addressing the pressing issues we face. The moment for a new conception of capitalism is now; society’s needs are large and growing, while customers, employees, and a new generation of young people are asking business to step up.”</em></div>
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And businesses have begun to step up, as suggested by <a class="markup--anchor markup--p-anchor" data-href="http://fortune.com/change-the-world/list/" href="http://fortune.com/change-the-world/list/" rel="nofollow noopener" style="background-image: linear-gradient(to right, currentcolor 100%, currentcolor 0px); background-position: 0px calc(1em + 1px); background-repeat: repeat no-repeat; background-size: 1px 1px; color: inherit; text-decoration: none;" target="_blank">Fortune’s recently published list of companies changing the world</a> “using the profit motive to help the planet and tackle social problems.”</div>
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But figuring out how to achieve shared value and doing so is difficult. Corporations excessively focused on short-term economic gains may lack the patience required to make this work. Figuring things out often requires consideration of entire ecosystems, the meaningful participation and collaboration of many, and determining how to align the purpose of multiple stakeholders. Corporate executives and managers must shift their mindset from being in total control to one that empathizes with people and business partners that they typically haven’t had to engage with in the past.</div>
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Designers schooled in effectively designing for social and environmental impact know, among other things, how to:</div>
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<ul>
<li><span style="letter-spacing: -0.003em;">consider entire ecosystems, facilitate the meaningful participation and collaboration of many, and facilitate the alignment of purpose of multiple stakeholders;</span></li>
<li><span style="letter-spacing: -0.003em;">achieve an adequate understanding of social and environmental issues, suspending often false presuppositions in order to appropriately and creatively frame those issues;</span></li>
<li><span style="letter-spacing: -0.003em;">generate insights that identify opportunities to “reimagine social change” (and/or environmental change) and accompanying business strategy change;</span></li>
<li><span style="letter-spacing: -0.003em;">explore and test potential opportunities for creating shared value without risking damage to the social or environmental sector or a corporation’s reputation.</span></li>
</ul>
<span style="letter-spacing: -0.003em;">The integration of such design expertise with expertise more typical of business innovation process but specific to the concept of shared value and its successful implementation should greatly help organizations overcome key challenges to creating shared value.</span><br />
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<span class="markup--strong markup--p-strong" style="font-weight: 700;">— — — — —</span></div>
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Unsure about the ethics of the concept of shared value? See Porter and Kramer’s two publications referenced above and Phil Preston’s recent “<a class="markup--anchor markup--p-anchor" data-href="https://philpreston.com.au/answering-critics-of-shared-value/" href="https://philpreston.com.au/answering-critics-of-shared-value/" rel="nofollow noopener" style="background-image: linear-gradient(to right, currentcolor 100%, currentcolor 0px); background-position: 0px calc(1em + 1px); background-repeat: repeat no-repeat; background-size: 1px 1px; color: inherit; text-decoration: none;" target="_blank">Answering the Critics of Shared Value</a>.”</div>
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Desire a better understanding of shared value from the perspective of non-profits? For two examples, see <a class="markup--anchor markup--p-anchor" data-href="http://www.oestrategy.com/" href="http://www.oestrategy.com/" rel="nofollow noopener" style="background-image: linear-gradient(to right, currentcolor 100%, currentcolor 0px); background-position: 0px calc(1em + 1px); background-repeat: repeat no-repeat; background-size: 1px 1px; color: inherit; text-decoration: none;" target="_blank">OE Strategy</a>’s Susan Wolfe talk about Vayu, a non-profit delivering healthcare via drones in remote locations around the world (<a class="markup--anchor markup--p-anchor" data-href="https://www.youtube.com/watch?v=NucNudIVyRU" href="https://www.youtube.com/watch?v=NucNudIVyRU" rel="nofollow noopener" style="background-image: linear-gradient(to right, currentcolor 100%, currentcolor 0px); background-position: 0px calc(1em + 1px); background-repeat: repeat no-repeat; background-size: 1px 1px; color: inherit; text-decoration: none;" target="_blank">from the 12:15 time mark to 26:55, embedded within talks by Phil Preston and Derek Wood</a>) and <a class="markup--anchor markup--p-anchor" data-href="https://creativemornings.com/talks/mark-wexler-wtf" href="https://creativemornings.com/talks/mark-wexler-wtf" rel="nofollow noopener" style="background-image: linear-gradient(to right, currentcolor 100%, currentcolor 0px); background-position: 0px calc(1em + 1px); background-repeat: repeat no-repeat; background-size: 1px 1px; color: inherit; text-decoration: none;" target="_blank">Mark Wexler’s talk about Not For Sale</a>, a non-profit he co-founded with the mission to put an end to human trafficking.</div>
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Desire a better sense of the role design and designers can play? See slides from the March 2018 version of my workshop entitled, “<a class="markup--anchor markup--p-anchor" data-href="https://www.slideshare.net/riander/question-everything-designing-more-effectively-for-social-impact-atx" href="https://www.slideshare.net/riander/question-everything-designing-more-effectively-for-social-impact-atx" rel="nofollow noopener" style="background-image: linear-gradient(to right, currentcolor 100%, currentcolor 0px); background-position: 0px calc(1em + 1px); background-repeat: repeat no-repeat; background-size: 1px 1px; color: inherit; text-decoration: none;" target="_blank">Question everything — Designing more effectively for social impact</a>,” my recent conversation with Marc Rettig “<a class="markup--anchor markup--p-anchor" data-href="https://medium.com/@Riander/on-what-it-takes-for-companies-to-move-toward-social-and-environmental-responsibility-how-we-might-4fefb8de858f" href="https://medium.com/@Riander/on-what-it-takes-for-companies-to-move-toward-social-and-environmental-responsibility-how-we-might-4fefb8de858f" style="background-image: linear-gradient(to right, currentcolor 100%, currentcolor 0px); background-position: 0px calc(1em + 1px); background-repeat: repeat no-repeat; background-size: 1px 1px; color: inherit; text-decoration: none;" target="_blank">on what it takes for companies to move toward social and environmental responsibility, how we might help, and what that means for design</a>,” and the entirety of the curriculum of the <a class="markup--anchor markup--p-anchor" data-href="http://www.ac4d.com" href="http://www.ac4d.com/" rel="nofollow noopener" style="background-image: linear-gradient(to right, currentcolor 100%, currentcolor 0px); background-position: 0px calc(1em + 1px); background-repeat: repeat no-repeat; background-size: 1px 1px; color: inherit; text-decoration: none;" target="_blank">Austin Center for Design</a>, where I am a member of the faculty.</div>
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I have begun to work with Phil Preston — who provided input on this post — on leveraging design to help organizations figure out how to effectively create shared value. What questions do you have about all this? Please share them via comments below or by contacting <a class="markup--anchor markup--p-anchor" data-href="mailto: phil@philpreston.com.au" href="mailto:%20phil@philpreston.com.au" style="background-image: linear-gradient(to right, currentcolor 100%, currentcolor 0px); background-position: 0px calc(1em + 1px); background-repeat: repeat no-repeat; background-size: 1px 1px; color: inherit; text-decoration: none;" target="_blank">Phil</a> or <a class="markup--anchor markup--p-anchor" data-href="mailto: riander@oestrategy.com" href="mailto:%20riander@oestrategy.com" style="background-image: linear-gradient(to right, currentcolor 100%, currentcolor 0px); background-position: 0px calc(1em + 1px); background-repeat: repeat no-repeat; background-size: 1px 1px; color: inherit; text-decoration: none;" target="_blank">me</a> directly.</div>
Richard I Andersonhttp://www.blogger.com/profile/03669293190263591598noreply@blogger.com0tag:blogger.com,1999:blog-8619715.post-31029279173327192092018-10-03T10:35:00.000-07:002018-10-09T10:53:00.719-07:00Good conversation<div style="font-family: Helvetica; font-size: 13px; font-stretch: normal; line-height: normal;">
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<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEjh35vUP7mEzDG7FoDOh4UZdZDoYhTpk7VehyphenhyphencczQpO_l9fhavnOL1ae5YuUFv8VaRxenAKVTxiBPtigtiIUw7PjnkHlzEl7pRQ1As_Jzk0rx1aIa2hhx9ZSFvKYpCzDrP0aFLq/s1600/mandm2.jpg" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" data-original-height="438" data-original-width="828" height="211" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEjh35vUP7mEzDG7FoDOh4UZdZDoYhTpk7VehyphenhyphencczQpO_l9fhavnOL1ae5YuUFv8VaRxenAKVTxiBPtigtiIUw7PjnkHlzEl7pRQ1As_Jzk0rx1aIa2hhx9ZSFvKYpCzDrP0aFLq/s400/mandm2.jpg" width="400" /></a></div>
<span style="font-kerning: none;"><b><i><br /></i></b></span>
<span style="font-kerning: none;"><b><i>A version of this post has been published <a href="https://www.linkedin.com/pulse/good-conversation-richard-anderson/" target="_blank">on LinkedIn</a>.</i></b></span></div>
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<span style="font-kerning: none;">I love to engage in and facilitate good conversation. Here is a small sample of both personal and professional relevance.</span></div>
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<span style="font-kerning: none;">Some of the best conversations I have are impromptu conversations with people I just happen to meet, such as:</span></div>
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<ul>
<li><span style="font-family: "helvetica"; font-size: 13px;">the conversation I had Friday morning just prior to Creative Mornings with a young Australian woman who recently moved to San Francisco from Hong Kong about cultural differences between San Francisco and Hong Kong and the challenges she was having living here so far and about the tragedy and nuances of gender and age discrimination in the workplace,</span></li>
</ul>
<ul>
<li><span style="font-family: "helvetica"; font-size: 13px;">the conversation I had last week just prior to a Consumer Biotech & Digital Health Showcase at Indie Bio with four other attendees about how safe it is to live in Beijing relative to San Francisco, what safety means in both cities, and what one needs to do or not do to remain safe,</span></li>
</ul>
<ul>
<li><span style="font-family: "helvetica"; font-size: 13px;">another recent conversation I had standing in line to get into an After Hours event at the Mill Valley Library with a couple married for 59 years, most of them spent in Mill Valley, about how Mill Valley and the Mill Valley Film Festival have changed over the years and the roles they played in some of those changes and why and about their favorite novels and what they thought of each other’s favorites and of the 100 semifinalists in the Great American Read competition,</span></li>
</ul>
<ul>
<li><span style="font-family: "helvetica"; font-size: 13px;">a conversation I had earlier this year in a CapMetro Bus in Austin (as I described in <a href="https://www.linkedin.com/pulse/benefits-riding-bus-richard-anderson/" target="_blank">The Benefits of Riding the Bus</a>) with a homeless fellow about the unsold suitcase, duffle bag, jacket, and novelty cane he had just happily found in a trash bin, about the kind of person his mother had been, about the difficulties he was having getting food stamps, and about the recent stormy day when the homeless shelter refused him and others entrance because of a worse than usual bed bug infestation,</span></li>
</ul>
<ul>
<li><span style="font-family: "helvetica"; font-size: 13px;">and a conversation I had last year during lunch at a Silicon Valley forum on the future of robotics in Japan and the U.S. with a female investor about (as I described in <a href="https://twitter.com/Riander/status/920371313876725760" target="_blank">a tweet thread</a>) our very different perspectives on the shortage of women speaking at the forum and working in tech and about whether business and robotic products should be of benefit to society.</span></li>
</ul>
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<span style="font-kerning: none;">Others occur during planned, informal gatherings, such as:</span></div>
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<ul>
<li><span style="font-family: "helvetica"; font-size: 13px;">the dinner party I attended Saturday evening during which we had in depth conversations about how to properly make risotto (an activity in which we were engaged), about the wine industry and how to best taste different wines to assess their quality (an activity in which we were engaged), about the compositions of Handel and Mozart and the role improvisation — musical conversation — is supposed to play in performances of Mozart’s music (you can guess what we were listening to), and about different reactions to and ways of dealing with the loss of loved ones,</span></li>
</ul>
<ul>
<li><span style="font-family: "helvetica"; font-size: 13px;">dinner parties I’ve planned over the years bringing together a mix of professional associates who had never before met, as when I brought together Don Norman and Sara Little Turnbull and watched and listened in awe (and occasionally spoke) as the master — Sara — educated the fellow — Don — who many consider to be the master,</span></li>
</ul>
<ul>
<li><span style="font-family: "helvetica"; font-size: 13px;">and the many meetings for coffee or some other beverage that I have with professional associates; recent topics of such conversations have included the challenges of addressing homelessness, using trauma informed care techniques in design research, shortcomings in design education, working in India, designing for confrontation, reframing design as activism, the concept of shared value, the challenges of running a social impact design agency, dealing with book publishers, and why we do the work we do.</span></li>
</ul>
</div>
<div style="font-family: Helvetica; font-size: 13px; font-stretch: normal; line-height: normal;">
<span style="font-kerning: none;">Some occur during workshops I facilitate, classes I teach, and talks I give, such as:</span></div>
<div style="font-stretch: normal; line-height: normal;">
<br />
<div class="separator" style="clear: both; text-align: center;">
<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEigy68rffOgg-s3kY2bGPIUJp1Pp2CFWwD-NRgUHWIZZubroERhPhL-6ECu2BqooHlDTgcFNGZwbrksuRUzBcrY4jy4DgoQ2q_Wv2PA-cuKxZb9EOSYkjqLXkTr2aCYsIdA4sPT/s1600/c1.jpg" imageanchor="1" style="clear: right; float: right; margin-bottom: 1em; margin-left: 1em;"><img border="0" data-original-height="1276" data-original-width="1168" height="200" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEigy68rffOgg-s3kY2bGPIUJp1Pp2CFWwD-NRgUHWIZZubroERhPhL-6ECu2BqooHlDTgcFNGZwbrksuRUzBcrY4jy4DgoQ2q_Wv2PA-cuKxZb9EOSYkjqLXkTr2aCYsIdA4sPT/s200/c1.jpg" width="182" /></a></div>
<ul>
<li><span style="font-family: "helvetica"; font-size: 13px;">the design studio I facilitated remotely for groups of data scientists in a University of Michigan social research lab focused on advancing intervention data science via design; the structure of the design studio enabled them to generate ideas and conversations about ideas which they had not had before, resulting in a breakthrough one particular group badly needed,</span></li>
</ul>
<ul>
<li><span style="font-family: "helvetica"; font-size: 13px;">the “Designing More Effectively for Social Impact” (aka “Moving Beyond Standard Human-Centered Design”) workshop I teach during which participants experiment with and discuss the meaning and relevance of approaches new to them so they can determine whether or how to begin to experiment with modifying their existing design practice,</span></li>
</ul>
<ul>
<li><span style="font-family: "helvetica"; font-size: 13px;">the advanced “<a href="http://www.ac4d.com/certificate-in-interaction-design-and-social-entrepreneurship/idse302-theory-of-interaction-design-and-social-entrepreneurship/" target="_blank">Theory of Interaction Design & Social Entrepreneurship</a>” course I teach at the Austin Center for Design which is comprised, in part, of a series of intense conversations I facilitate about the meaning of various theories — old and new, their strengths and weaknesses, and their relevance to design and social entrepreneurial practice today,</span></li>
</ul>
<ul>
<li><span style="font-family: "helvetica"; font-size: 13px;">and (hopefully) in association with an upcoming talk I’ll be giving in a San Francisco residential living room about how important it is or might be to be or to have been or to not be or to not have been a member of the (marginalized) community for or with which you are designing.</span></li>
</ul>
</div>
<div style="font-family: Helvetica; font-size: 13px; font-stretch: normal; line-height: normal;">
<span style="font-kerning: none;">Some occur on stage, such as:</span><br />
<span style="font-kerning: none;"></span></div>
<div style="font-stretch: normal; line-height: normal;">
<br />
<div class="separator" style="clear: both; text-align: center;">
<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEi4WLalqBxe4lAdTWJ0GDcdfna_NXkZGbUQCoV1gDz8M2NYCqNIzNX9x_WlxG1bnf_H1CJzGoXnfi3zPchH5Tkdp5D6IVKqAwljCbQL1lLdi-6c4YvU6peaJURlluwiB5roVGRW/s1600/c4.jpg" imageanchor="1" style="clear: right; float: right; margin-bottom: 1em; margin-left: 1em;"><img border="0" data-original-height="1414" data-original-width="996" height="200" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEi4WLalqBxe4lAdTWJ0GDcdfna_NXkZGbUQCoV1gDz8M2NYCqNIzNX9x_WlxG1bnf_H1CJzGoXnfi3zPchH5Tkdp5D6IVKqAwljCbQL1lLdi-6c4YvU6peaJURlluwiB5roVGRW/s200/c4.jpg" width="140" /></a></div>
<ul>
<li><span style="font-family: "helvetica"; font-size: 13px;">the somewhat contentious conversation I facilitated during San Francisco Design Week between five terrific designers on whether designers are becoming the new activists, a conversation that has led to so many more and to proposals about how design as conventionally practiced needs to change,</span></li>
</ul>
<ul>
<li><span style="font-family: "helvetica"; font-size: 13px;">the wonderful conversation I had on stage at San Francisco’s de Young Museum with Meghan Schofield (see top photo) about the unconventional path she had taken into and through the design profession, helping the audience of mostly new and prospective designers see and consider what might be possible for them,</span></li>
</ul>
<div class="separator" style="clear: both; text-align: center;">
<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEhLgUah2QNWlw6FbR_odU7wsu178o6yx-Y9kX3VSv318u_oV7t41sTmKozvBGbSqEB06XOZiIGUCcjSQ0BcnOy6PcW9vdp8JDxD6ICLmt3pPKLsgrIpxlyUbFEDEsS11RXGQXK0/s1600/c3.jpg" imageanchor="1" style="clear: right; float: right; margin-bottom: 1em; margin-left: 1em;"><img border="0" data-original-height="1242" data-original-width="1018" height="200" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEhLgUah2QNWlw6FbR_odU7wsu178o6yx-Y9kX3VSv318u_oV7t41sTmKozvBGbSqEB06XOZiIGUCcjSQ0BcnOy6PcW9vdp8JDxD6ICLmt3pPKLsgrIpxlyUbFEDEsS11RXGQXK0/s200/c3.jpg" width="163" /></a></div>
<ul>
<li><span style="font-family: "helvetica"; font-size: 13px;"><a href="https://riander.blogspot.com/2011/11/out-with-old-in-with-new-conversation.html" target="_blank">the terrific conversation I facilitated between Jon Kolko & Don Norman at the Academy of Art University</a> about design education, design thinking, design research, wicked problems, how designers need to position themselves, and the importance of having sex in cars (now you just have to watch the video!),</span></li>
</ul>
<ul>
<li><span style="font-family: "helvetica"; font-size: 13px;">and the many other special conversations I’ve had or facilitated on stage over the years, some at CHI (e.g., <a href="http://interactions.acm.org/archive/view/jan.-feb.-2000/conversations-with-clement-mok-and-jakob-nielsen-and-with-bill-buxton-" target="_blank">with Bill Buxton & Cliff Nass</a> about the human limits to HCI & design) and DUX (e.g., with Sara Little Turnbull about her amazing, pioneering design career) conferences, many at BayCHI events (e.g., with Paul Saffo & Jaron Lanier about looking back & looking forward), …</span></li>
</ul>
</div>
<div style="font-family: Helvetica; font-size: 13px; font-stretch: normal; line-height: normal;">
<span style="font-kerning: none;">Some occur via text message, such as the wonderful witty conversation I’ve been having off-and-on for months with a UT Austin ESL faculty member about, among many other things, concepts which her students have difficulty learning, Texans and Texas culture, goats, yoga, happiness, diversity, and word meaning, use, and origins. And did I say goats? And goats?</span></div>
<div style="font-family: Helvetica; font-size: 13px; font-stretch: normal; line-height: normal; min-height: 16px;">
<span style="font-kerning: none;"></span><br /></div>
<div style="font-family: Helvetica; font-size: 13px; font-stretch: normal; line-height: normal;">
<span style="font-kerning: none;">Others that occur in writing are in considerably longer form, such as:</span></div>
<div style="font-stretch: normal; line-height: normal;">
<br />
<ul>
<li><span style="font-family: "helvetica"; font-size: 13px;">the conversations I had with Jon Kolko at the end of many issues of </span><i style="font-family: helvetica; font-size: 13px;">interactions</i><span style="font-family: "helvetica"; font-size: 13px;"> magazine when we were the magazine’s Editors-in-Chief (see “<a href="http://riander.blogspot.com/2008/08/on-innovation-appropriateness.html" target="_blank">On innovation, appropriateness, intervention design, logic, research, the experience ecosystem, marketing, sustainability, wicked problems, and more</a>“ for some teasers),</span></li>
</ul>
<ul>
<li><span style="font-family: "helvetica"; font-size: 13px;">the resurrection of such conversations with Jon as reflected in “<a href="https://medium.com/@Riander/on-the-relationship-between-design-and-activism-jon-kolko-in-conversation-with-richard-anderson-a7914657b0f4" target="_blank">On the relationship between design and activism</a>” & “<a href="https://medium.com/@Riander/on-the-importance-of-theory-to-design-practitioners-jon-kolko-richard-anderson-in-conversation-d6cbdc17f0c7" target="_blank">On the importance of theory to design practitioners</a>” and the start of similar conversations with others as reflected in “<a href="https://medium.com/@Riander/on-what-it-takes-to-effectively-design-the-future-of-healthcare-my-conversation-with-joyce-lee-b51f0076bcc5" target="_blank">On what it takes to effectively design the future of healthcare — my conversation with Joyce Lee</a>” & “<a href="https://medium.com/@Riander/on-what-it-takes-for-companies-to-move-toward-social-and-environmental-responsibility-how-we-might-4fefb8de858f" target="_blank">On what it takes for companies to move toward social and environmental responsibility, how we might help, and what that means for design — my conversation with Marc Rettig</a>.” Interestingly, Marc emphasizes the important role of conversation in organizational change.</span></li>
</ul>
</div>
<div style="font-family: Helvetica; font-size: 13px; font-stretch: normal; line-height: normal;">
<span style="font-kerning: none;">The depth and nuance, the emotion, the uncertainty and the certainty, and the insight accessed and generated via good conversation are to be savored, often prompt or influence numerous important followup conversations, and are critical to our individual and collective growth.</span></div>
<div style="font-family: Helvetica; font-size: 13px; font-stretch: normal; line-height: normal; min-height: 16px;">
<br />
<span style="font-kerning: none;"></span></div>
<div style="font-family: Helvetica; font-size: 13px; font-stretch: normal; line-height: normal;">
<span style="font-kerning: none;">Wanna engage in a good conversation? Give me a holler.</span></div>
Richard I Andersonhttp://www.blogger.com/profile/03669293190263591598noreply@blogger.com0tag:blogger.com,1999:blog-8619715.post-54623134008333580112018-09-20T14:13:00.000-07:002018-09-29T14:15:09.416-07:00On what it takes for companies to move toward social and environmental responsibility, how we might help, and what that means for design -- my conversation with Marc Rettig
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<div class="MsoNormal" style="line-height: 115%; mso-layout-grid-align: none; mso-pagination: none; text-autospace: none;">
<span style="font-family: Calibri; font-size: 10.5pt; line-height: 115%; mso-ascii-theme-font: major-latin; mso-bidi-font-family: Calibri; mso-bidi-theme-font: major-latin; mso-hansi-theme-font: major-latin;"><b><i>A version of this post has been published <a href="https://medium.com/@Riander/on-what-it-takes-for-companies-to-move-toward-social-and-environmental-responsibility-how-we-might-4fefb8de858f" target="_blank">on Medium</a>.</i></b></span></div>
<div class="MsoNormal" style="line-height: 115%; mso-layout-grid-align: none; mso-pagination: none; text-autospace: none;">
<span style="font-family: Calibri; font-size: 10.5pt; line-height: 115%; mso-ascii-theme-font: major-latin; mso-bidi-font-family: Calibri; mso-bidi-theme-font: major-latin; mso-hansi-theme-font: major-latin;"><br /></span></div>
<div class="MsoNormal" style="line-height: 115%; mso-layout-grid-align: none; mso-pagination: none; text-autospace: none;">
<span style="font-family: Calibri; font-size: 10.5pt; line-height: 115%; mso-ascii-theme-font: major-latin; mso-bidi-font-family: Calibri; mso-bidi-theme-font: major-latin; mso-hansi-theme-font: major-latin;"><b>Prologue</b></span></div>
<div class="MsoNormal" style="line-height: 115%; mso-layout-grid-align: none; mso-pagination: none; text-autospace: none;">
<span style="font-family: Calibri; font-size: 10.5pt; line-height: 115%; mso-ascii-theme-font: major-latin; mso-bidi-font-family: Calibri; mso-bidi-theme-font: major-latin; mso-hansi-theme-font: major-latin;">I’ve interviewed
lots of people on stage at professional events over the years, engaging in and
facilitating conversations that are often wide-ranging though with a primary
focus on design. And when Jon Kolko and I were Editors-in-Chief of <a href="http://interactions.acm.org/" target="_blank"><i>interactions</i> magazine</a>, we ended most issues with <a href="http://riander.blogspot.com/2008/08/on-innovation-appropriateness.html" target="_blank">a simulated “cafe” conversation on topics of relevance to that issue’s content</a>. We started to resurrect such
conversations last year on topics of relevance to design today (see "<a href="https://medium.com/@Riander/on-the-relationship-between-design-and-activism-jon-kolko-in-conversation-with-richard-anderson-a7914657b0f4" target="_blank">On the relationship between design and activism</a>" and "<a href="https://medium.com/@Riander/on-the-importance-of-theory-to-design-practitioners-jon-kolko-richard-anderson-in-conversation-d6cbdc17f0c7" target="_blank">On the importance of theory to design practitioners</a>"),
and I’ve started having such conversations with others as well (see "<a href="https://medium.com/@Riander/on-what-it-takes-to-effectively-design-the-future-of-healthcare-my-conversation-with-joyce-lee-b51f0076bcc5" target="_blank">On what it takes to effectively design the future of healthcare</a>"). Here is
the second with another: a conversation with Marc Rettig.<o:p></o:p></span></div>
<div class="MsoNormal" style="line-height: 115%; mso-layout-grid-align: none; mso-pagination: none; text-autospace: none;">
<span style="font-family: Calibri; font-size: 10.5pt; line-height: 115%; mso-ascii-theme-font: major-latin; mso-bidi-font-family: Calibri; mso-bidi-theme-font: major-latin; mso-hansi-theme-font: major-latin;"><br /></span></div>
<div class="separator" style="clear: both; text-align: center;">
<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEgISNI3HiSZOzT0SEg9HZXu2Qv6mMjwHWlVzHvxJE3yg20JBL-ssNxBAqLERVo2n5M4PvgMxIgSKkCZuheUl_Sj7MhqUqrybIVCOwhGXVaP0FOuKY1W5y3vLZuYQsehiZVO0LrC/s1600/marc.jpg" imageanchor="1" style="clear: left; float: left; margin-bottom: 1em; margin-right: 1em;"><img border="0" data-original-height="472" data-original-width="712" height="132" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEgISNI3HiSZOzT0SEg9HZXu2Qv6mMjwHWlVzHvxJE3yg20JBL-ssNxBAqLERVo2n5M4PvgMxIgSKkCZuheUl_Sj7MhqUqrybIVCOwhGXVaP0FOuKY1W5y3vLZuYQsehiZVO0LrC/s200/marc.jpg" width="200" /></a></div>
<div class="MsoNormal" style="line-height: 115%; mso-layout-grid-align: none; mso-pagination: none; text-autospace: none;">
<span style="font-family: Calibri; font-size: 10.5pt; line-height: 115%; mso-ascii-theme-font: major-latin; mso-bidi-font-family: Calibri; mso-bidi-theme-font: major-latin; mso-hansi-theme-font: major-latin;">Marc is a
Principal at <a href="http://www.fitassociates.com/" target="_blank">Fit Associates</a>, a firm based in Pittsburgh, PA that helps people
learn to create change together; he also teaches at <a href="http://design.cmu.edu/" target="_blank">CMU</a> and <a href="http://dsi.sva.edu/" target="_blank">SVA DSI</a>. I met Marc many years ago when he was Chief
Experience Officer at a Chicago-based design firm called HannaHodge. (Marc,
always a trail blazer, was the first Chief Experience Officer anywhere ever.)
In April, I interviewed Marc when he met with my students remotely during a
course I was teaching at the <a href="http://www.ac4d.com/" target="_blank">Austin Center for Design</a>. I invited Marc to extend
that conversation.<o:p></o:p></span></div>
<div class="MsoNormal" style="line-height: 115%; mso-layout-grid-align: none; mso-pagination: none; text-autospace: none;">
<br /></div>
<div class="MsoNormal" style="line-height: 115%; text-align: center;">
---</div>
<div class="MsoNormal" style="line-height: 115%; mso-layout-grid-align: none; mso-pagination: none; text-autospace: none;">
<br /></div>
<div class="MsoNormal" style="line-height: 115%; mso-layout-grid-align: none; mso-pagination: none; text-autospace: none;">
<b style="mso-bidi-font-weight: normal;"><span style="font-family: Calibri; line-height: 115%;"><span style="font-size: large;">Posing the big question, and seeing companies as emergent patterns of relationship</span></span></b></div>
<div class="MsoNormal" style="line-height: 115%; mso-layout-grid-align: none; mso-pagination: none; text-autospace: none;">
<b><span style="font-family: Calibri; font-size: 10.5pt; line-height: 115%; mso-ascii-theme-font: major-latin; mso-bidi-font-family: Calibri; mso-bidi-theme-font: major-latin; mso-hansi-theme-font: major-latin;">Richard:</span></b><span style="font-family: Calibri; font-size: 10.5pt; line-height: 115%;"> I’ve been exploring what it takes for companies to become (more)
“ethical” — to pursue goals that are, for example, social or environmental as
vigorously as goals that are economic — to move beyond side Corporate Social
Responsibility initiatives that many claim exist mostly for PR reasons or to
make employees happier about working there. Jon Kolko and I addressed this a
bit in <a href="https://medium.com/@Riander/on-the-relationship-between-design-and-activism-jon-kolko-in-conversation-with-richard-anderson-a7914657b0f4" target="_blank">our conversation on the relationship between design and activism</a>,
and you began to address it in February via <a href="https://twitter.com/mrettig/status/962001026055397376" target="_blank">a </a></span><span style="font-family: Calibri; font-size: 14px;"><a href="https://twitter.com/mrettig/status/962001026055397376" target="_blank">Twitter </a></span><span style="font-family: Calibri; font-size: 10.5pt;"><a href="https://twitter.com/mrettig/status/962001026055397376" target="_blank">conversation you had with Jared Spool</a>.</span></div>
<div class="MsoNormal" style="line-height: 115%; mso-layout-grid-align: none; mso-pagination: none; text-autospace: none;">
<span style="font-family: Calibri; font-size: 10.5pt; line-height: 115%; mso-ascii-theme-font: major-latin; mso-bidi-font-family: Calibri; mso-bidi-theme-font: major-latin; mso-hansi-theme-font: major-latin;"><br /></span></div>
<div class="MsoNormal" style="line-height: 115%; mso-layout-grid-align: none; mso-pagination: none; text-autospace: none;">
<span style="font-family: Calibri; font-size: 10.5pt; line-height: 115%; mso-ascii-theme-font: major-latin; mso-bidi-font-family: Calibri; mso-bidi-theme-font: major-latin; mso-hansi-theme-font: major-latin;">Do you have the
answer? Do you know what it takes for companies to (begin to) make it (more of)
their responsibility to improve society or the environment?<o:p></o:p></span></div>
<div class="MsoNormal" style="line-height: 115%; mso-layout-grid-align: none; mso-pagination: none; text-autospace: none;">
<br /></div>
<div class="MsoNormal" style="line-height: 115%; mso-layout-grid-align: none; mso-pagination: none; text-autospace: none;">
<span style="font-family: Calibri;"><span style="font-size: 14px;"><b>Gardening versus changing</b></span></span></div>
<div class="MsoNormal" style="line-height: 115%; mso-layout-grid-align: none; mso-pagination: none; text-autospace: none;">
<b style="mso-bidi-font-weight: normal;"><span style="font-family: Calibri; font-size: 10.5pt; line-height: 115%; mso-ascii-theme-font: major-latin; mso-bidi-font-family: Calibri; mso-bidi-theme-font: major-latin; mso-hansi-theme-font: major-latin;">Marc:</span></b><span style="font-family: Calibri; font-size: 10.5pt; line-height: 115%; mso-ascii-theme-font: major-latin; mso-bidi-font-family: Calibri; mso-bidi-theme-font: major-latin; mso-hansi-theme-font: major-latin;"> Hoo boy, there’s a lot in there. <o:p></o:p></span></div>
<div class="MsoNormal" style="line-height: 115%; mso-layout-grid-align: none; mso-pagination: none; text-autospace: none;">
<br /></div>
<div class="MsoNormal" style="line-height: 115%; mso-layout-grid-align: none; mso-pagination: none; text-autospace: none;">
<span style="font-family: Calibri; font-size: 10.5pt; line-height: 115%; mso-ascii-theme-font: major-latin; mso-bidi-font-family: Calibri; mso-bidi-theme-font: major-latin; mso-hansi-theme-font: major-latin;">I’m not saying
this is what you asked for, but a question like that can seem to expect a
direct, action-oriented answer: “The Thurston-McKinney approach will set you on
the right path for sure.” <o:p></o:p></span></div>
<div class="MsoNormal" style="line-height: 115%; mso-layout-grid-align: none; mso-pagination: none; text-autospace: none;">
<br /></div>
<div class="MsoNormal" style="line-height: 115%; mso-layout-grid-align: none; mso-pagination: none; text-autospace: none;">
<span style="font-family: Calibri; font-size: 10.5pt; line-height: 115%; mso-ascii-theme-font: major-latin; mso-bidi-font-family: Calibri; mso-bidi-theme-font: major-latin; mso-hansi-theme-font: major-latin;">But of course
it’s messier than that. There ARE some good ways to get started, and good tools
we can bring to bear. But that beginning and those tools are systemic rather
than direct. <o:p></o:p></span></div>
<div class="MsoNormal" style="line-height: 115%; mso-layout-grid-align: none; mso-pagination: none; text-autospace: none;">
<br /></div>
<div class="MsoNormal" style="line-height: 115%; mso-layout-grid-align: none; mso-pagination: none; text-autospace: none;">
<span style="font-family: Calibri; font-size: 10.5pt; line-height: 115%; mso-ascii-theme-font: major-latin; mso-bidi-font-family: Calibri; mso-bidi-theme-font: major-latin; mso-hansi-theme-font: major-latin;">So I need to
start with a way of seeing organizations and change that’s different than the
view we all seem to have soaked up through the Big Old Societal Story.<o:p></o:p></span></div>
<div class="MsoNormal" style="line-height: 115%; mso-layout-grid-align: none; mso-pagination: none; text-autospace: none;">
<br /></div>
<div class="MsoNormal" style="line-height: 115%; mso-layout-grid-align: none; mso-pagination: none; text-autospace: none;">
<span style="font-family: Calibri; font-size: 10.5pt; line-height: 115%; mso-ascii-theme-font: major-latin; mso-bidi-font-family: Calibri; mso-bidi-theme-font: major-latin; mso-hansi-theme-font: major-latin;">A company is an
emergent system made of people in loose relationship, not a machine made of
parts in tightly constrained order. We can’t “work on it” with predictable
results. <o:p></o:p></span></div>
<div class="MsoNormal" style="line-height: 115%; mso-layout-grid-align: none; mso-pagination: none; text-autospace: none;">
<br /></div>
<div class="MsoNormal" style="line-height: 115%; mso-layout-grid-align: none; mso-pagination: none; text-autospace: none;">
<span style="font-family: Calibri; font-size: 10.5pt; line-height: 115%; mso-ascii-theme-font: major-latin; mso-bidi-font-family: Calibri; mso-bidi-theme-font: major-latin; mso-hansi-theme-font: major-latin;">It is more
accurate and useful to see an organization as a process. And to notice that
this process (or really this woven bundle of patterns of processes) is mostly concerned
with reinforcing its existing structures and repeating its old processes and
stories. That process view of organizations gives us… <o:p></o:p></span></div>
<div class="MsoNormal" style="line-height: 115%; mso-layout-grid-align: none; mso-pagination: none; text-autospace: none;">
<br /></div>
<div class="MsoNormal" style="line-height: 115%; mso-layout-grid-align: none; mso-pagination: none; text-autospace: none;">
<i style="mso-bidi-font-style: normal;"><span style="font-family: Calibri; font-size: 10.5pt; line-height: 115%; mso-ascii-theme-font: major-latin; mso-bidi-font-family: Calibri; mso-bidi-theme-font: major-latin; mso-hansi-theme-font: major-latin;">--Useful question #1--<o:p></o:p></span></i></div>
<div class="MsoNormal" style="line-height: 115%; mso-layout-grid-align: none; mso-pagination: none; text-autospace: none;">
<span style="font-family: Calibri; font-size: 10.5pt; line-height: 115%; mso-ascii-theme-font: major-latin; mso-bidi-font-family: Calibri; mso-bidi-theme-font: major-latin; mso-hansi-theme-font: major-latin;"><i>How can we
nurture the conditions in which at least some part of the organization pauses
its process of repetition and reinforcement of the old story, so it can begin
exploring a new story? <o:p></o:p></i></span></div>
<div class="MsoNormal" style="line-height: 115%; mso-layout-grid-align: none; mso-pagination: none; text-autospace: none;">
<br /></div>
<div class="MsoNormal" style="line-height: 115%; mso-layout-grid-align: none; mso-pagination: none; text-autospace: none;">
<span style="font-family: Calibri; font-size: 10.5pt; line-height: 115%; mso-ascii-theme-font: major-latin; mso-bidi-font-family: Calibri; mso-bidi-theme-font: major-latin; mso-hansi-theme-font: major-latin;">As some systems
sage has pointed out, “No gardener ever made a rose.” But good gardeners are
great at working with the conditions in which roses can <i style="mso-bidi-font-style: normal;">become</i> healthy and flourishing. That is a clue.<o:p></o:p></span></div>
<div class="MsoNormal" style="line-height: 115%; mso-layout-grid-align: none; mso-pagination: none; text-autospace: none;">
<br /></div>
<div class="MsoNormal" style="line-height: 115%; mso-layout-grid-align: none; mso-pagination: none; text-autospace: none;">
<span style="font-family: Calibri; font-size: 10.5pt; line-height: 115%; mso-ascii-theme-font: major-latin; mso-bidi-font-family: Calibri; mso-bidi-theme-font: major-latin; mso-hansi-theme-font: major-latin;"><b>Relationships as our "material"</b></span></div>
<div class="MsoNormal" style="line-height: 115%; mso-layout-grid-align: none; mso-pagination: none; text-autospace: none;">
<span style="font-family: Calibri; font-size: 10.5pt; line-height: 115%; mso-ascii-theme-font: major-latin; mso-bidi-font-family: Calibri; mso-bidi-theme-font: major-latin; mso-hansi-theme-font: major-latin;">I’ll make one
more point about social systems, then I’ll pause. <o:p></o:p></span></div>
<div class="MsoNormal" style="line-height: 115%; mso-layout-grid-align: none; mso-pagination: none; text-autospace: none;">
<br /></div>
<div class="MsoNormal" style="line-height: 115%; mso-layout-grid-align: none; mso-pagination: none; text-autospace: none;">
<span style="font-family: Calibri; font-size: 10.5pt; line-height: 115%; mso-ascii-theme-font: major-latin; mso-bidi-font-family: Calibri; mso-bidi-theme-font: major-latin; mso-hansi-theme-font: major-latin;">Say you’re
setting out to influence or change an organization to “take responsibility to
improve society and the environment.” The most common thing has been to focus
on the people—the executives and managers maybe, or the strategic innovation
group. The naïve idea is to somehow persuade or motivate them to care, to take new
actions, to measure success by different values. This kind of persuasion has
been tried so many times in so many ways, we can say confidently that
persuasion is a dull tool. <o:p></o:p></span></div>
<div class="MsoNormal" style="line-height: 115%; mso-layout-grid-align: none; mso-pagination: none; text-autospace: none;">
<br /></div>
<div class="MsoNormal" style="line-height: 115%; mso-layout-grid-align: none; mso-pagination: none; text-autospace: none;">
<span style="font-family: Calibri; font-size: 10.5pt; line-height: 115%; mso-ascii-theme-font: major-latin; mso-bidi-font-family: Calibri; mso-bidi-theme-font: major-latin; mso-hansi-theme-font: major-latin;">If people are the
“material” of our approach to change, then we’ve got two problems. One is that we’re
working with the least malleable aspect of the system. All the models of
individual change tell us that it takes time, it’s not easy, and it doesn’t happen
because someone else wants it to.<o:p></o:p></span></div>
<div class="MsoNormal" style="line-height: 115%; mso-layout-grid-align: none; mso-pagination: none; text-autospace: none;">
<br /></div>
<div class="MsoNormal" style="line-height: 115%; mso-layout-grid-align: none; mso-pagination: none; text-autospace: none;">
<span style="font-family: Calibri; font-size: 10.5pt; line-height: 115%; mso-ascii-theme-font: major-latin; mso-bidi-font-family: Calibri; mso-bidi-theme-font: major-latin; mso-hansi-theme-font: major-latin;">The other problem
is that we’re trying to apply a parts-and-whole view of a system, when social
systems are mostly made of relationships. It’s easy to see the outcomes we’d
like to change as coming from the people in the organization. But that’s not
what’s really going on. The outcomes <i style="mso-bidi-font-style: normal;">emerge</i>
from the relationships between those people, and from thousands and thousands
of conversations across those relationships. For the topic we’re discussing,
there’s barely even such a thing as an individual person. <o:p></o:p></span></div>
<div class="MsoNormal" style="line-height: 115%; mso-layout-grid-align: none; mso-pagination: none; text-autospace: none;">
<br /></div>
<div class="MsoNormal" style="line-height: 115%; mso-layout-grid-align: none; mso-pagination: none; text-autospace: none;">
<span style="font-family: Calibri; font-size: 10.5pt; line-height: 115%; mso-ascii-theme-font: major-latin; mso-bidi-font-family: Calibri; mso-bidi-theme-font: major-latin; mso-hansi-theme-font: major-latin;">When we focus on
relationships as our “material,” we see people as participants. We become
interested in the conversations through which those relationships are formed
and maintained or blocked and disrupted. We notice how a large proportion of
those conversations have to do with maintaining and repeating the status quo.
“Johnson, I know you’re new here and full of ideas, but why can’t you be more
like Williams? He was innovator of the year!”<o:p></o:p></span></div>
<div class="MsoNormal" style="line-height: 115%; mso-layout-grid-align: none; mso-pagination: none; text-autospace: none;">
<br /></div>
<div class="MsoNormal" style="line-height: 115%; mso-layout-grid-align: none; mso-pagination: none; text-autospace: none;">
<span style="font-family: Calibri; font-size: 10.5pt; line-height: 115%; mso-ascii-theme-font: major-latin; mso-bidi-font-family: Calibri; mso-bidi-theme-font: major-latin; mso-hansi-theme-font: major-latin;">Conversations
shape relationships, relationships play a dominant role in individual change
and development, and conversations are far more malleable than individual human
behavior. So if people are not the “material” of change, but instead we’re
focused on patterns of conversation and relationship, we have,<o:p></o:p></span></div>
<div class="MsoNormal" style="line-height: 115%; mso-layout-grid-align: none; mso-pagination: none; text-autospace: none;">
<br /></div>
<div class="MsoNormal" style="line-height: 115%; mso-layout-grid-align: none; mso-pagination: none; text-autospace: none;">
<i style="mso-bidi-font-style: normal;"><span style="font-family: Calibri; font-size: 10.5pt; line-height: 115%; mso-ascii-theme-font: major-latin; mso-bidi-font-family: Calibri; mso-bidi-theme-font: major-latin; mso-hansi-theme-font: major-latin;">--Useful question #2--</span></i><b style="mso-bidi-font-weight: normal;"><span style="font-family: Calibri; font-size: 10.5pt; line-height: 115%; mso-ascii-theme-font: major-latin; mso-bidi-font-family: Calibri; mso-bidi-theme-font: major-latin; mso-hansi-theme-font: major-latin;"><br />
</span></b><span style="font-family: Calibri; font-size: 10.5pt; line-height: 115%; mso-ascii-theme-font: major-latin; mso-bidi-font-family: Calibri; mso-bidi-theme-font: major-latin; mso-hansi-theme-font: major-latin;"><i>How can we work with conversation and
relationship in ways that can attract and sustain new patterns of
organizational behavior?</i><o:p></o:p></span></div>
<div class="MsoNormal" style="line-height: 115%; mso-layout-grid-align: none; mso-pagination: none; text-autospace: none;">
<br /></div>
<div class="MsoNormal" style="line-height: 115%; mso-layout-grid-align: none; mso-pagination: none; text-autospace: none;">
<b style="mso-bidi-font-weight: normal;"><span style="font-family: Calibri; line-height: 115%;"><span style="font-size: large;">Organizational narratives, the seeds of change, and four ways to "cross the gap"</span></span></b></div>
<div class="MsoNormal" style="line-height: 115%; mso-layout-grid-align: none; mso-pagination: none; text-autospace: none;">
<b style="mso-bidi-font-weight: normal;"><span style="font-family: Calibri; font-size: 10.5pt; line-height: 115%; mso-ascii-theme-font: major-latin; mso-bidi-font-family: Calibri; mso-bidi-theme-font: major-latin; mso-hansi-theme-font: major-latin;">Richard:</span></b><span style="font-family: Calibri; font-size: 10.5pt; line-height: 115%; mso-ascii-theme-font: major-latin; mso-bidi-font-family: Calibri; mso-bidi-theme-font: major-latin; mso-hansi-theme-font: major-latin;"> Great questions, both prompting additional questions.<o:p></o:p></span></div>
<div class="MsoNormal" style="line-height: 115%; mso-layout-grid-align: none; mso-pagination: none; text-autospace: none;">
<br /></div>
<div class="MsoNormal" style="line-height: 115%; mso-layout-grid-align: none; mso-pagination: none; text-autospace: none;">
<span style="font-family: Calibri; font-size: 10.5pt; line-height: 115%; mso-ascii-theme-font: major-latin; mso-bidi-font-family: Calibri; mso-bidi-theme-font: major-latin; mso-hansi-theme-font: major-latin;">Regarding the
first… I don’t want to over-extend the metaphor, but don’t good gardeners ever
plant the seeds in addition to working the conditions in which the roses become
healthy and flourish? Or, within an organization, is it better to find the
desirable seeds that have already been planted or just assume they are there
somewhere? If one of the latter, how does one gain access to nurture their
growth (or must all change occur from within)?<o:p></o:p></span></div>
<div class="MsoNormal" style="line-height: 115%; mso-layout-grid-align: none; mso-pagination: none; text-autospace: none;">
<br /></div>
<div class="MsoNormal" style="line-height: 115%; mso-layout-grid-align: none; mso-pagination: none; text-autospace: none;">
<span style="font-family: Calibri; font-size: 10.5pt; line-height: 115%; mso-ascii-theme-font: major-latin; mso-bidi-font-family: Calibri; mso-bidi-theme-font: major-latin; mso-hansi-theme-font: major-latin;">And both of your
questions bring to mind <a href="http://edgeperspectives.typepad.com/edge_perspectives/2013/10/the-untapped-potential-of-corporate-narratives.html" target="_blank">John Hagel’s concept of a “narrative”</a> which, unlike a “story” which, as defined by Hagel, has a beginning, middle,
and end, is open-ended, inviting participation and contribution to shape how it
unfolds. According to Hagel’s definition, a corporate narrative is about the
corporation’s audience rather than about itself. Nevertheless, how can a
narrative about the goals and roles of a company become a part of the
conversations its people have and, hence, the relationships those conversations
help shape? And how can such conversations and new relationships be nurtured?<o:p></o:p></span></div>
<div class="MsoNormal" style="line-height: 115%; mso-layout-grid-align: none; mso-pagination: none; text-autospace: none;">
<br /></div>
<div class="MsoNormal" style="line-height: 115%; mso-layout-grid-align: none; mso-pagination: none; text-autospace: none;">
<span style="font-family: Calibri; font-size: 10.5pt; line-height: 115%; mso-ascii-theme-font: major-latin; mso-bidi-font-family: Calibri; mso-bidi-theme-font: major-latin; mso-hansi-theme-font: major-latin;">However, isn’t
the approval of people still needed? Don’t people still need to be convinced at
some point or at multiple points that change — even change in the form of
different conversations — is beneficial? While facilitating the exploration of
a new corporate story via nurturing new conversations is important, people
still need to be persuaded.<o:p></o:p></span></div>
<div class="MsoNormal" style="line-height: 115%; mso-layout-grid-align: none; mso-pagination: none; text-autospace: none;">
<br /></div>
<div class="MsoNormal" style="line-height: 115%; mso-layout-grid-align: none; mso-pagination: none; text-autospace: none;">
<b><span style="font-family: Calibri; font-size: 10.5pt; line-height: 115%; mso-ascii-theme-font: major-latin; mso-bidi-font-family: Calibri; mso-bidi-theme-font: major-latin; mso-hansi-theme-font: major-latin;">Marc: </span></b><span style="font-family: Calibri; font-size: 10.5pt; line-height: 115%;">I like your question about where
the seeds come from. Sometimes I use a little drawing to talk about that
question. On the left side is “the way things are,” on the right is “the way
things could be” or the way we’d like them to be, or sense that it is possible
to be. And in between is a gap.</span></div>
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<span style="font-family: Calibri; font-size: 10.5pt; line-height: 115%;"><br /></span></div>
<div class="separator" style="clear: both; text-align: center;">
<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEhmVvD9tHXqg4PT-Xatp_vlzGNNDSUg6_PnMGq6DaOv-q6n64i8TY5VnHzUKwvI9rUAenV7_GfIePQHbQA-c2l4iEqD9sZbL4ickCpys61tTxMuMj63u4tgc4W3-1CDPwch-vpm/s1600/m1.jpg" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" data-original-height="406" data-original-width="640" height="203" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEhmVvD9tHXqg4PT-Xatp_vlzGNNDSUg6_PnMGq6DaOv-q6n64i8TY5VnHzUKwvI9rUAenV7_GfIePQHbQA-c2l4iEqD9sZbL4ickCpys61tTxMuMj63u4tgc4W3-1CDPwch-vpm/s320/m1.jpg" width="320" /></a></div>
<div class="MsoNormal" style="line-height: 115%; mso-layout-grid-align: none; mso-pagination: none; text-autospace: none;">
<span style="color: black; font-family: Calibri; font-size: 10.5pt; line-height: 115%; mso-ascii-theme-font: major-latin; mso-bidi-font-family: Calibri; mso-bidi-theme-font: major-latin; mso-hansi-theme-font: major-latin; mso-themecolor: text1;"><br /></span></div>
<div class="MsoNormal" style="line-height: 115%; mso-layout-grid-align: none; mso-pagination: none; text-autospace: none;">
<span style="color: black; font-family: Calibri; font-size: 10.5pt; line-height: 115%; mso-ascii-theme-font: major-latin; mso-bidi-font-family: Calibri; mso-bidi-theme-font: major-latin; mso-hansi-theme-font: major-latin; mso-themecolor: text1;">Somebody, it might be Brené Brown, calls that “the
cynicism gap.” It’s the gap we aren’t sure how to cross, and with enough
repeated disappointment we might start to believe it can never be crossed. <o:p></o:p></span></div>
<div class="MsoNormal" style="line-height: 115%; mso-layout-grid-align: none; mso-pagination: none; text-autospace: none;">
<br /></div>
<div class="MsoNormal" style="line-height: 115%; mso-layout-grid-align: none; mso-pagination: none; text-autospace: none;">
<span style="color: black; font-family: Calibri; font-size: 10.5pt; line-height: 115%; mso-ascii-theme-font: major-latin; mso-bidi-font-family: Calibri; mso-bidi-theme-font: major-latin; mso-hansi-theme-font: major-latin; mso-themecolor: text1;"><b>Water the sprouts that already exist</b></span></div>
<div class="MsoNormal" style="line-height: 115%; mso-layout-grid-align: none; mso-pagination: none; text-autospace: none;">
<span style="color: black; font-family: Calibri; font-size: 10.5pt; line-height: 115%; mso-ascii-theme-font: major-latin; mso-bidi-font-family: Calibri; mso-bidi-theme-font: major-latin; mso-hansi-theme-font: major-latin; mso-themecolor: text1;">So how do we work? How do we go about getting ourselves
across the gap together? One answer is to look for the seeds that already
exist. <a href="http://thackara.com/" target="_blank">John Thackara</a> sometimes says, “What needs to
happen is already happening.” By which he means, whatever big challenge or
stuck situation you’re considering, you’re almost certainly not the only one.
Others have already started, some have made progress, and a couple of them are
probably onto something. <o:p></o:p></span></div>
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<br /></div>
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happening, connect those people to each other, and ask them what they need to
grow.” And he’s more or less made a career out of that statement.<o:p></o:p></span></div>
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<div class="separator" style="clear: both; text-align: center;">
<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEi6nOdpszMSU8K64lMBMHCmf8qBDpVsUaf7q-0UNddkphD8LIFkgeudSls78dwu_XkID7viVycm-d9B3XP2OsvpP7t_pTYtMMxWze86ULxQ2Qo5wTXfddQRvkP9p9SS68ORs6w0/s1600/m2.jpg" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" data-original-height="528" data-original-width="808" height="209" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEi6nOdpszMSU8K64lMBMHCmf8qBDpVsUaf7q-0UNddkphD8LIFkgeudSls78dwu_XkID7viVycm-d9B3XP2OsvpP7t_pTYtMMxWze86ULxQ2Qo5wTXfddQRvkP9p9SS68ORs6w0/s320/m2.jpg" width="320" /></a></div>
<div class="MsoNormal" style="line-height: 115%; mso-layout-grid-align: none; mso-pagination: none; text-autospace: none;">
<span style="color: black; font-family: Calibri; font-size: 10.5pt; line-height: 115%; mso-ascii-theme-font: major-latin; mso-bidi-font-family: Calibri; mso-bidi-theme-font: major-latin; mso-hansi-theme-font: major-latin; mso-themecolor: text1;"><br /></span></div>
<div class="MsoNormal" style="line-height: 115%; mso-layout-grid-align: none; mso-pagination: none; text-autospace: none;">
<span style="color: black; font-family: Calibri; font-size: 10.5pt; line-height: 115%; mso-ascii-theme-font: major-latin; mso-bidi-font-family: Calibri; mso-bidi-theme-font: major-latin; mso-hansi-theme-font: major-latin; mso-themecolor: text1;"><b>Plant new seeds</b></span></div>
<div class="MsoNormal" style="line-height: 115%; mso-layout-grid-align: none; mso-pagination: none; text-autospace: none;">
<span style="color: black; font-family: Calibri; font-size: 10.5pt; line-height: 115%; mso-ascii-theme-font: major-latin; mso-bidi-font-family: Calibri; mso-bidi-theme-font: major-latin; mso-hansi-theme-font: major-latin; mso-themecolor: text1;">So that’s the approach of “The seeds have already been
planted.” And you’re right, there’s also the “Let’s plant some seeds ourselves”
approach. We can manage a portfolio of little pop-up futures—experiments to
find out what will attract people toward new patterns of behavior and
relationship. I draw them like this, like they’re able to latch on to the edge
of the gap and pull it closed. <o:p></o:p></span></div>
<div class="MsoNormal" style="line-height: 115%; mso-layout-grid-align: none; mso-pagination: none; text-autospace: none;">
<span style="color: black; font-family: Calibri; font-size: 10.5pt; line-height: 115%; mso-ascii-theme-font: major-latin; mso-bidi-font-family: Calibri; mso-bidi-theme-font: major-latin; mso-hansi-theme-font: major-latin; mso-themecolor: text1;"><br /></span></div>
<div class="separator" style="clear: both; text-align: center;">
<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEjjCEetL2MnYw2L9kXEplynkkyc4seoA8AavWW3l1qAdGoS6QcEchWT7vtqyK8d74FuiJg3bVgf3rBEqAq5KBo5I6wzzeFnQR0IyI3zBB-5ZeDeNUYOvEeG8C37v_TOcU6pJwFS/s1600/m3.jpg" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" data-original-height="536" data-original-width="828" height="207" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEjjCEetL2MnYw2L9kXEplynkkyc4seoA8AavWW3l1qAdGoS6QcEchWT7vtqyK8d74FuiJg3bVgf3rBEqAq5KBo5I6wzzeFnQR0IyI3zBB-5ZeDeNUYOvEeG8C37v_TOcU6pJwFS/s320/m3.jpg" width="320" /></a></div>
<div class="MsoNormal" style="line-height: 115%; mso-layout-grid-align: none; mso-pagination: none; text-autospace: none;">
<span style="color: black; font-family: Calibri; font-size: 10.5pt; line-height: 115%; mso-ascii-theme-font: major-latin; mso-bidi-font-family: Calibri; mso-bidi-theme-font: major-latin; mso-hansi-theme-font: major-latin; mso-themecolor: text1;"><br /></span></div>
<div class="MsoNormal" style="line-height: 115%; mso-layout-grid-align: none; mso-pagination: none; text-autospace: none;">
<span style="color: black; font-family: Calibri; font-size: 10.5pt; line-height: 115%; mso-ascii-theme-font: major-latin; mso-bidi-font-family: Calibri; mso-bidi-theme-font: major-latin; mso-hansi-theme-font: major-latin; mso-themecolor: text1;">These aren’t prototypes in the way the business and
design world usually thinks of them. They are experiences of a possible way of
living, working, relating, etc. For example, “You’ve said your two departments
don’t get along and seldom talk. Each of you send a vertical cross-section of
your people, and for one week you’ll try three different kinds of collaboration
and communication. At the end of the week you’ll design a set of
inter-department experiments—artifacts, roles, rituals, practices, processes,
etc.—that a) you have reason to believe might work, b) you can establish as
practice if they’re great, and c) you can stop if they’re not great without
causing any damage. <o:p></o:p></span></div>
<div class="MsoNormal" style="line-height: 115%; mso-layout-grid-align: none; mso-pagination: none; text-autospace: none;">
<br /></div>
<div class="MsoNormal" style="line-height: 115%; mso-layout-grid-align: none; mso-pagination: none; text-autospace: none;">
<span style="font-family: Calibri; font-size: 10.5pt; line-height: 115%; mso-ascii-theme-font: major-latin; mso-bidi-font-family: Calibri; mso-bidi-theme-font: major-latin; mso-hansi-theme-font: major-latin;">This is an
oversimplified version of <a href="https://www.youtube.com/watch?v=JkJDyPh9phc" target="_blank">Dave</a> <span style="color: black; mso-themecolor: text1;"><a href="https://www.youtube.com/watch?v=JkJDyPh9phc" target="_blank">Snowden’s approach to managing in complexity</a>,
and it has great power. There are many less principled grassroots versions of
this out there, some of them pretty inspiring. Take a look at Better Block (<a href="https://www.youtube.com/watch?v=ntwqVDzdqAU" target="_blank">TEDx talk</a> & <a href="http://betterblock.org/" target="_blank">website</a>) for example.<o:p></o:p></span></span></div>
<div class="MsoNormal" style="line-height: 115%; mso-layout-grid-align: none; mso-pagination: none; text-autospace: none;">
<br /></div>
<div class="MsoNormal" style="line-height: 115%; mso-layout-grid-align: none; mso-pagination: none; text-autospace: none;">
<span style="color: black; font-family: Calibri; font-size: 10.5pt; line-height: 115%; mso-ascii-theme-font: major-latin; mso-bidi-font-family: Calibri; mso-bidi-theme-font: major-latin; mso-hansi-theme-font: major-latin; mso-themecolor: text1;">There are at least two other overall strategies for
crossing the gap. I’ll say less about them, but just to complete the list, one
is to build creative capacity in the community so more seeds will sprout on
this side of the gap. Another is to convene across the system and make a
facilitated journey of co-creation together. These all have different expressions
in different fields, but so far as I’ve been able to find those are four ways
people are successfully going about crossing the gap.<span style="mso-spacerun: yes;"> </span><o:p></o:p></span></div>
<div class="MsoNormal" style="line-height: 115%; mso-layout-grid-align: none; mso-pagination: none; text-autospace: none;">
<br /></div>
<div class="MsoNormal" style="line-height: 115%; mso-layout-grid-align: none; mso-pagination: none; text-autospace: none;">
<span style="color: black; font-family: Calibri; font-size: 10.5pt; line-height: 115%; mso-ascii-theme-font: major-latin; mso-bidi-font-family: Calibri; mso-bidi-theme-font: major-latin; mso-hansi-theme-font: major-latin; mso-themecolor: text1;">Both of those “seed” approaches—planting seeds and nurturing
the sprouts you find—are grounded in good theory about how socially complex
systems change. You don’t shift the dominant paradigm through direct pressure
on its center. You don’t persuade those who are fully invested in the old
pattern, convincing them to change their minds and adopt a new one. Instead of
persuading, you <i style="mso-bidi-font-style: normal;">attract </i>to something<i style="mso-bidi-font-style: normal;">.</i> You <i style="mso-bidi-font-style: normal;">activate </i>urges that are already present<i style="mso-bidi-font-style: normal;">. </i><span style="mso-spacerun: yes;"> </span><o:p></o:p></span></div>
<div class="MsoNormal" style="line-height: 115%; mso-layout-grid-align: none; mso-pagination: none; text-autospace: none;">
<br /></div>
<div class="MsoNormal" style="line-height: 115%; mso-layout-grid-align: none; mso-pagination: none; text-autospace: none;">
<span style="color: black; font-family: Calibri; font-size: 10.5pt; line-height: 115%; mso-ascii-theme-font: major-latin; mso-bidi-font-family: Calibri; mso-bidi-theme-font: major-latin; mso-hansi-theme-font: major-latin; mso-themecolor: text1;">Some people call </span><span style="font-family: Calibri; font-size: 10.5pt; line-height: 115%; mso-ascii-theme-font: major-latin; mso-bidi-font-family: Calibri; mso-bidi-theme-font: major-latin; mso-hansi-theme-font: major-latin;">the experiments and sprouts “<a href="https://www.youtube.com/watch?v=gTEYcBD8-jQ" target="_blank">hopeful monsters</a>.” <span style="color: black; mso-themecolor: text1;">To people in the comfortable middle
of the system, they’re strange. They look like monsters. But to others they are
hopeful, they are attractive. As they become more visible, as they connect,
they become more and more ready to move to the center once it inevitably
weakens. <o:p></o:p></span></span></div>
<div class="MsoNormal" style="line-height: 115%; mso-layout-grid-align: none; mso-pagination: none; text-autospace: none;">
<br /></div>
<div class="MsoNormal" style="line-height: 115%; mso-layout-grid-align: none; mso-pagination: none; text-autospace: none;">
<span style="color: black; font-family: Calibri; line-height: 115%;"><b><span style="font-size: large;">Persuasion vs. attraction and the stories that keep us stuck</span></b></span></div>
<div class="MsoNormal" style="line-height: 115%; mso-layout-grid-align: none; mso-pagination: none; text-autospace: none;">
<span style="color: black; font-family: Calibri; font-size: 10.5pt; line-height: 115%; mso-ascii-theme-font: major-latin; mso-bidi-font-family: Calibri; mso-bidi-theme-font: major-latin; mso-hansi-theme-font: major-latin; mso-themecolor: text1;">That point about attraction versus persuasion connects to
your question about narrative. Narrative or story is a hugely important topic.
In our work with facilitation (“hosting conversations that matter”), we are
sometimes very deliberate in working with the kind of deep narrative you
describe. <o:p></o:p></span></div>
<div class="MsoNormal" style="line-height: 115%; mso-layout-grid-align: none; mso-pagination: none; text-autospace: none;">
<br /></div>
<div class="MsoNormal" style="line-height: 115%; mso-layout-grid-align: none; mso-pagination: none; text-autospace: none;">
<span style="color: black; font-family: Calibri; font-size: 10.5pt; line-height: 115%; mso-ascii-theme-font: major-latin; mso-bidi-font-family: Calibri; mso-bidi-theme-font: major-latin; mso-hansi-theme-font: major-latin; mso-themecolor: text1;">I mentioned people who are fully invested in the old
pattern. They repeat and reinforce its behaviors and relationships. “Johnson,
you’re doing it wrong. Why can’t you be more like Williams?” What’s under that?
Where does it come from? It comes from that underlying narrative about the
company, its place in the world, and their place in it. It might be
unconscious. But it is repeated constantly in the choices of who to reward, who
to mock, what to prioritize, what to fight for and against. <o:p></o:p></span></div>
<div class="MsoNormal" style="line-height: 115%; mso-layout-grid-align: none; mso-pagination: none; text-autospace: none;">
<br /></div>
<div class="MsoNormal" style="line-height: 115%; mso-layout-grid-align: none; mso-pagination: none; text-autospace: none;">
<span style="color: black; font-family: Calibri; font-size: 10.5pt; line-height: 115%; mso-ascii-theme-font: major-latin; mso-bidi-font-family: Calibri; mso-bidi-theme-font: major-latin; mso-hansi-theme-font: major-latin; mso-themecolor: text1;">“We sell as much coffee as we possibly can.” <o:p></o:p></span></div>
<div class="MsoNormal" style="line-height: 115%; mso-layout-grid-align: none; mso-pagination: none; text-autospace: none;">
<span style="color: black; font-family: Calibri; font-size: 10.5pt; line-height: 115%; mso-ascii-theme-font: major-latin; mso-bidi-font-family: Calibri; mso-bidi-theme-font: major-latin; mso-hansi-theme-font: major-latin; mso-themecolor: text1;">“We provide the comforts of home and office, with
coffee.” <o:p></o:p></span></div>
<div class="MsoNormal" style="line-height: 115%; mso-layout-grid-align: none; mso-pagination: none; text-autospace: none;">
<span style="color: black; font-family: Calibri; font-size: 10.5pt; line-height: 115%; mso-ascii-theme-font: major-latin; mso-bidi-font-family: Calibri; mso-bidi-theme-font: major-latin; mso-hansi-theme-font: major-latin; mso-themecolor: text1;">“We are partners with the planet and society in the use
of coffee.” <o:p></o:p></span></div>
<div class="MsoNormal" style="line-height: 115%; mso-layout-grid-align: none; mso-pagination: none; text-autospace: none;">
<br /></div>
<div class="MsoNormal" style="line-height: 115%; mso-layout-grid-align: none; mso-pagination: none; text-autospace: none;">
<span style="color: black; font-family: Calibri; font-size: 10.5pt; line-height: 115%; mso-ascii-theme-font: major-latin; mso-bidi-font-family: Calibri; mso-bidi-theme-font: major-latin; mso-hansi-theme-font: major-latin; mso-themecolor: text1;">The old story is comfortable. We’ve been living it a long
time, we know how to do it, we know our role. But we have to stop the old story
in order to find the new one. It’s uncomfortable—a real stretch!—to hit pause
on the story that defines your identity and your place in it all, and move into
a place between stories—a place that makes room for uncertainty, that gives
time to find the new story that has the strength to draw you out into new
patterns. <o:p></o:p></span></div>
<div class="MsoNormal" style="line-height: 115%; mso-layout-grid-align: none; mso-pagination: none; text-autospace: none;">
<br /></div>
<div class="MsoNormal" style="line-height: 115%; mso-layout-grid-align: none; mso-pagination: none; text-autospace: none;">
<span style="color: black; font-family: Calibri; font-size: 10.5pt; line-height: 115%; mso-ascii-theme-font: major-latin; mso-bidi-font-family: Calibri; mso-bidi-theme-font: major-latin; mso-hansi-theme-font: major-latin; mso-themecolor: text1;">You asked how this kind of conversation can be nurtured. And
you asked if it isn’t always the case that some people need to be persuaded to
change, to explore, to let go of the old story and consider a new one. <o:p></o:p></span></div>
<div class="MsoNormal" style="line-height: 115%; mso-layout-grid-align: none; mso-pagination: none; text-autospace: none;">
<br /></div>
<div class="MsoNormal" style="line-height: 115%; mso-layout-grid-align: none; mso-pagination: none; text-autospace: none;">
<span style="color: black; font-family: Calibri; font-size: 10.5pt; line-height: 115%; mso-ascii-theme-font: major-latin; mso-bidi-font-family: Calibri; mso-bidi-theme-font: major-latin; mso-hansi-theme-font: major-latin; mso-themecolor: text1;">Can you <i style="mso-bidi-font-style: normal;">persuade</i>
someone to have an open mind? I find persuasion to be the dullest knife in the
drawer, but for reasons I don’t understand it’s the one people always seem to
reach for. <o:p></o:p></span></div>
<div class="MsoNormal" style="line-height: 115%; mso-layout-grid-align: none; mso-pagination: none; text-autospace: none;">
<br /></div>
<div class="MsoNormal" style="line-height: 115%; mso-layout-grid-align: none; mso-pagination: none; text-autospace: none;">
<span style="color: black; font-family: Calibri; font-size: 10.5pt; line-height: 115%; mso-ascii-theme-font: major-latin; mso-bidi-font-family: Calibri; mso-bidi-theme-font: major-latin; mso-hansi-theme-font: major-latin; mso-themecolor: text1;">If you like I can expand and give examples, but the big picture
answer is to say, 1) </span><span style="font-family: Calibri; font-size: 10.5pt; text-indent: 0in;">experiences have far more power to open minds than any
argument, and 2) </span><span style="font-family: Calibri; font-size: 10.5pt; text-indent: 0in;">there is a very old craft of hosting conversations in
ways that make it more likely that people will suspend their presuppositions,
see through other people’s eyes, reflect and reframe together. And we can
connect those experiences over time with some real hope of shifting things.</span></div>
<div class="MsoNormal" style="line-height: 115%; mso-layout-grid-align: none; mso-pagination: none; text-autospace: none;">
<br /></div>
<div class="MsoNormal" style="line-height: 115%; mso-layout-grid-align: none; mso-pagination: none; text-autospace: none;">
<span style="color: black; font-family: Calibri; font-size: 10.5pt; line-height: 115%; mso-ascii-theme-font: major-latin; mso-bidi-font-family: Calibri; mso-bidi-theme-font: major-latin; mso-hansi-theme-font: major-latin; mso-themecolor: text1;">Earlier in this conversation I mentioned that it’s useful
to view a company as a process, busily repeating its patterns or perhaps
experimenting with new ones. Exactly the same can be said of people. Of
leaders, decision-makers, designers, builders. They are in the process of
repeating their old stories, and/or becoming the next version of themselves.
The gardener suggests tending to the conditions for their becoming, rather than
trying to persuade them to stop being who they are. <o:p></o:p></span></div>
<div class="MsoNormal" style="line-height: 115%; mso-layout-grid-align: none; mso-pagination: none; text-autospace: none;">
<br /></div>
<div class="MsoNormal" style="line-height: 115%; mso-layout-grid-align: none; mso-pagination: none; text-autospace: none;">
<b style="mso-bidi-font-weight: normal;"><span style="color: black; font-family: Calibri; line-height: 115%;"><span style="font-size: large;">What does that look like?</span></span></b></div>
<div class="MsoNormal" style="line-height: 115%; mso-layout-grid-align: none; mso-pagination: none; text-autospace: none;">
<b style="mso-bidi-font-weight: normal;"><span style="color: black; font-family: Calibri; font-size: 10.5pt; line-height: 115%; mso-ascii-theme-font: major-latin; mso-bidi-font-family: Calibri; mso-bidi-theme-font: major-latin; mso-hansi-theme-font: major-latin; mso-themecolor: text1;">Richard:</span></b><span style="color: black; font-family: Calibri; font-size: 10.5pt; line-height: 115%; mso-ascii-theme-font: major-latin; mso-bidi-font-family: Calibri; mso-bidi-theme-font: major-latin; mso-hansi-theme-font: major-latin; mso-themecolor: text1;"> </span><span style="font-family: Calibri; font-size: 10.5pt; line-height: 115%; mso-ascii-theme-font: major-latin; mso-bidi-font-family: Calibri; mso-bidi-theme-font: major-latin; mso-hansi-theme-font: major-latin;">Suspending presuppositions, seeing through
other people’s eyes, reflecting and reframing with others, … — all skills
purportedly in the designers’ wheelhouse, and while perhaps those experiments
with other ways of doing things aren’t prototypes in the way the design world
usually thinks of prototypes, it seems like designers are at least somewhat
well-equipped (and are well-positioned to become better equipped) to play a key
role in making or helping to make all of this happen. But how might they be
empowered to do so? Via experiments with such empowerment?<o:p></o:p></span></div>
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<br /></div>
<div class="MsoNormal" style="line-height: 115%; mso-layout-grid-align: none; mso-pagination: none; text-autospace: none;">
<span style="font-family: Calibri; font-size: 10.5pt; line-height: 115%; mso-ascii-theme-font: major-latin; mso-bidi-font-family: Calibri; mso-bidi-theme-font: major-latin; mso-hansi-theme-font: major-latin;">Plus, since we’re
discussing all this in the context of exploring what it takes for companies to
(begin to) make it their responsibility to improve society or the environment,
what m<span style="color: #660066;">igh</span>t little experiments in that
direction look like?<o:p></o:p></span></div>
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<br /></div>
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<b style="mso-bidi-font-weight: normal;"><span style="line-height: 115%;"><span style="font-family: Calibri;"><span style="font-size: 10.5pt;">The </span><span style="font-size: 14px;">indiscernible</span><span style="font-size: 10.5pt;"> </span><span style="font-size: 14px;">beginnings</span><span style="font-size: 10.5pt;"> of a storm of change</span></span></span></b></div>
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<b style="mso-bidi-font-weight: normal;"><span style="line-height: 115%;"><span style="font-family: Calibri;"><span style="font-size: 10.5pt;">Marc:</span></span></span></b><span style="font-family: Calibri; font-size: 10.5pt; line-height: 115%; mso-ascii-theme-font: major-latin; mso-bidi-font-family: Calibri; mso-bidi-theme-font: major-latin; mso-hansi-theme-font: major-latin;"> Maybe it will help to try to make up a story – a bit of process
fiction. The story is needed because my response to the two things you just
asked about--the prototypes and the role of designers--need the context of a
bigger story. <span style="color: black; mso-themecolor: text1;"><o:p></o:p></span></span></div>
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<br /></div>
<div class="MsoNormal" style="line-height: 115%; mso-layout-grid-align: none; mso-pagination: none; text-autospace: none;">
<span style="font-family: Calibri; font-size: 10.5pt; line-height: 115%; mso-ascii-theme-font: major-latin; mso-bidi-font-family: Calibri; mso-bidi-theme-font: major-latin; mso-hansi-theme-font: major-latin;">How does the
story get started? What is the beginning of an organizational shift toward
social and environmental responsibility? In her book, <i style="mso-bidi-font-style: normal;">The Storm of Creativity, </i>Kyna Lesky wonderfully compares creativity
to a thunderstorm. When does a storm begin? What is the sequence that leads to
the formation of the right clouds, the right conditions? What reinforces those
conditions until the rain begins to fall? We can’t say, because it is not a
matter of direct cause and effect. It is a matter of pattern emergence in
complexity. <o:p></o:p></span></div>
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<br /></div>
<div class="MsoNormal" style="line-height: 115%; mso-layout-grid-align: none; mso-pagination: none; text-autospace: none;">
<span style="font-family: Calibri; font-size: 10.5pt; line-height: 115%; mso-ascii-theme-font: major-latin; mso-bidi-font-family: Calibri; mso-bidi-theme-font: major-latin; mso-hansi-theme-font: major-latin;">So in our
imaginary organization let’s say there are the seeds of a storm. There are
people who feel uneasy with the status quo. A few managers have been to the
Sustainable Brands conference. HR has hired a diversity and inclusion manager,
and emails are circulating about other companies’ local community efforts. This
is the visible, surface evidence – the smoke. The fire producing that smoke is
still invisible in the quarterly reports and project briefs. It’s still in the
form of coals, deep in people’s thoughts and emotions. Managers who find
themselves daydreaming on the drive home, wondering about moving to a company
where they can feel like they’re giving something to the world other than more
disposable containers. <o:p></o:p></span></div>
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<br /></div>
<div class="MsoNormal" style="line-height: 115%; mso-layout-grid-align: none; mso-pagination: none; text-autospace: none;">
<span style="font-family: Calibri; font-size: 10.5pt; line-height: 115%; mso-ascii-theme-font: major-latin; mso-bidi-font-family: Calibri; mso-bidi-theme-font: major-latin; mso-hansi-theme-font: major-latin;"><b>It starts with listening</b></span></div>
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<span style="font-family: Calibri; font-size: 10.5pt; line-height: 115%; mso-ascii-theme-font: major-latin; mso-bidi-font-family: Calibri; mso-bidi-theme-font: major-latin; mso-hansi-theme-font: major-latin;">Should we make
this story about a lone catalyst? A team leader somewhere, not a VP or
anything, who decides to begin taking action? Or should we make this about
someone more senior who has a little budget and power to convene? Either way,
the first step is to <i style="mso-bidi-font-style: normal;">listen</i>. <o:p></o:p></span></div>
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<br /></div>
<div class="MsoNormal" style="line-height: 115%; mso-layout-grid-align: none; mso-pagination: none; text-autospace: none;">
<span style="font-family: Calibri; font-size: 10.5pt; line-height: 115%; mso-ascii-theme-font: major-latin; mso-bidi-font-family: Calibri; mso-bidi-theme-font: major-latin; mso-hansi-theme-font: major-latin;">What does it look
like when we listen to an organization? With a full dose of “it depends,”
listening might involve….</span></div>
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<ul>
<li><span style="font-family: Calibri; font-size: 10.5pt;">Making a map of
leaders and influencers, and scheduling time for deep “dialogue interviews.” More
personal than business or research interviews: the story of how they got where
they are, what they really care about, what they’re trying to accomplish and
what’s in the way, the values that underlie their work, and whether they think
about their legacy—how things will be different because of their time at the
company.</span></li>
<li><span style="font-family: Calibri; font-size: 10.5pt;">Something more
systematic like a culture scan, gathering stories about the way choices are
made, the way the organization is and isn’t already living out the sort of
policies and behaviors we’re aspiring to. The patterns in those stories suggest
where the “adjacent futures” might be—informal patterns and practices that some
people are already living, moving toward, and which others feel attracted to.</span></li>
<li><span style="font-family: Calibri; font-size: 10.5pt;">Finding the
pioneers, asking what they need, and helping them connect to each other. It is
often (always?) the case that when a system or paradigm is peaking, is dominant
-- like the one playing out in our imaginary organization that’s driven by
concerns other than long-term quality of life for all species – that’s the time
when some folks become dissatisfied and start jumping off. They might not know
exactly what they’re jumping toward, but they can see how things can be better,
they see the damage of the status quo, and they head out to experiment. They
are the seeds of the next thing. Help them find each other!</span><span style="font-family: Calibri; font-size: 10.5pt;"> </span></li>
</ul>
<br />
<div class="MsoNormal" style="line-height: 115%; mso-layout-grid-align: none; mso-pagination: none; text-autospace: none;">
<span style="font-family: Calibri; font-size: 10.5pt; line-height: 115%; mso-ascii-theme-font: major-latin; mso-bidi-font-family: Calibri; mso-bidi-theme-font: major-latin; mso-hansi-theme-font: major-latin;">In the case
studies we’ve looked at, people take up to a year to simply listen to the
system, gather people for conversation, sense what’s going on, and put in place
the conditions for the next steps to be perceived as legitimate. <o:p></o:p></span></div>
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<br /></div>
<div class="MsoNormal" style="line-height: 115%; mso-layout-grid-align: none; mso-pagination: none; text-autospace: none;">
<span style="font-family: Calibri; font-size: 10.5pt; line-height: 115%; mso-ascii-theme-font: major-latin; mso-bidi-font-family: Calibri; mso-bidi-theme-font: major-latin; mso-hansi-theme-font: major-latin;"><b>Our beliefs about change affect our default approach</b></span></div>
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<span style="font-family: Calibri; font-size: 10.5pt; line-height: 115%; mso-ascii-theme-font: major-latin; mso-bidi-font-family: Calibri; mso-bidi-theme-font: major-latin; mso-hansi-theme-font: major-latin;">Where does it go
from there? I’m working on a piece of writing that describes how our world view
– the story we’ve chosen to believe about change – strongly affects the way we
think it’s “smart” to go about working toward change. <o:p></o:p></span></div>
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<br /></div>
<div class="MsoNormal" style="line-height: 115%; mso-layout-grid-align: none; mso-pagination: none; text-autospace: none;">
<span style="font-family: Calibri; font-size: 10.5pt; line-height: 115%; mso-ascii-theme-font: major-latin; mso-bidi-font-family: Calibri; mso-bidi-theme-font: major-latin; mso-hansi-theme-font: major-latin;">Do you believe we
can manage our way to just, equitable, and sustainable practices through an
innovation process? Do you believe shifting the system will require a
whole-system approach? Maybe you believe in bottom-up change and the power of
the grassroots, or the power of community and dialogue across boundaries. The
importance of building capacity for participation and co-creation? The power of
place? <o:p></o:p></span></div>
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<br /></div>
<div class="MsoNormal" style="line-height: 115%; mso-layout-grid-align: none; mso-pagination: none; text-autospace: none;">
<span style="font-family: Calibri; font-size: 10.5pt; line-height: 115%; mso-ascii-theme-font: major-latin; mso-bidi-font-family: Calibri; mso-bidi-theme-font: major-latin; mso-hansi-theme-font: major-latin;">My point is not
that there is confusion about approach, or that change strategies are purely subjective.
My point is that organizations are complex in a truly formal sense: emergent,
nonlinear, unpredictable. And we live and work in a time of great energy toward
finding better ways to engage with that kind of social complexity. Out of that
energy comes a lot of inadequate approaches—nice tries, no cigar. There is a
lot of “I’ll just keep swinging this same hammer at these things I’ve decided
to call nails.” And there are a few really beautiful hard-working approaches we
can learn from. They all originated outside the “design” conversation. One or
two are starting to be embraced by people who call themselves designers. <o:p></o:p></span></div>
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<br /></div>
<div class="MsoNormal" style="line-height: 115%; mso-layout-grid-align: none; mso-pagination: none; text-autospace: none;">
<span style="font-family: Calibri; font-size: 10.5pt; line-height: 115%; mso-ascii-theme-font: major-latin; mso-bidi-font-family: Calibri; mso-bidi-theme-font: major-latin; mso-hansi-theme-font: major-latin;">What a wonderful
time to be learning and working!<o:p></o:p></span></div>
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<br /></div>
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<span style="font-family: Calibri; font-size: 10.5pt; line-height: 115%; mso-ascii-theme-font: major-latin; mso-bidi-font-family: Calibri; mso-bidi-theme-font: major-latin; mso-hansi-theme-font: major-latin;"><b>Prototypes and probes: Where do they come from? What do they look like?</b></span></div>
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<span style="font-family: Calibri; font-size: 10.5pt; line-height: 115%; mso-ascii-theme-font: major-latin; mso-bidi-font-family: Calibri; mso-bidi-theme-font: major-latin; mso-hansi-theme-font: major-latin;">Well back to the
story. You asked where the prototypes come from, and what they might look like.
<o:p></o:p></span></div>
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<br /></div>
<div class="MsoNormal" style="line-height: 115%; mso-layout-grid-align: none; mso-pagination: none; text-autospace: none;">
<span style="font-family: Calibri; font-size: 10.5pt; line-height: 115%; mso-ascii-theme-font: major-latin; mso-bidi-font-family: Calibri; mso-bidi-theme-font: major-latin; mso-hansi-theme-font: major-latin;">Where they come
from is conversations, same as anything else. And that, by the way, has been a
blind spot of design practice. We’ve spent decades on how to have good
conversations about new ideas, but little attention on the conversations <i style="mso-bidi-font-style: normal;">before</i> that: who needs to be involved,
who’s being left out, what’s going on, what’s possible, what gifts are
available to this situation, what great intention – bigger than ourselves and
our organization – are we aligned toward, what stories are we aiming to bring
to life in the world, how can we hold on to that intention throughout the
process, what are we afraid of, what is driving us (fear? self-interest?
creative fire?), and so on. <o:p></o:p></span></div>
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<br /></div>
<div class="MsoNormal" style="line-height: 115%; mso-layout-grid-align: none; mso-pagination: none; text-autospace: none;">
<span style="font-family: Calibri; font-size: 10.5pt; line-height: 115%; mso-ascii-theme-font: major-latin; mso-bidi-font-family: Calibri; mso-bidi-theme-font: major-latin; mso-hansi-theme-font: major-latin;">It’s one thing to
miss these conversations when you’re making a new blender or hospital
admittance form or whatever. It’s quite another when you’re pursuing the
question we’re talking about, which is basically about the way an organization
can be a place for soulful, life-giving creative participation of the people
who work there. This doesn’t need to feel like church. It just needs to be
open, honest, and big enough. I’m hurrying through this point because it is a
deep well and probably another conversation to have.<span style="mso-spacerun: yes;"> </span><o:p></o:p></span></div>
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<br /></div>
<div class="MsoNormal" style="line-height: 115%; mso-layout-grid-align: none; mso-pagination: none; text-autospace: none;">
<span style="font-family: Calibri; font-size: 10.5pt; line-height: 115%; mso-ascii-theme-font: major-latin; mso-bidi-font-family: Calibri; mso-bidi-theme-font: major-latin; mso-hansi-theme-font: major-latin;">So maybe in our
story we get to a place where we have a gathering of people with some
commitment to shift the status quo. They have different ways of going about it,
they’re in different parts and levels of the organization, but they are joined
by a sense that a better way is both possible and deeply desired. And they’re
hip to the complexity of the situation, so they decide to work experimentally
at the edges, rather than planning some kind of frontal attack on the center of
the status quo. <o:p></o:p></span></div>
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<br /></div>
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<span style="font-family: Calibri; font-size: 10.5pt; line-height: 115%; mso-ascii-theme-font: major-latin; mso-bidi-font-family: Calibri; mso-bidi-theme-font: major-latin; mso-hansi-theme-font: major-latin;">The prompts might
be things like:</span></div>
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<ul>
<li><span style="font-family: Calibri; font-size: 10.5pt;">“We have a few
stories of socially / environmentally responsible choices and strategies in our
organization. How might we get more stories like those, and fewer of the
opposite stories?”</span></li>
<li><span style="font-family: Calibri; font-size: 10.5pt;">“We have
identified pockets where people are already making something happen in their
corner of the organization. How might we support and amplify their efforts? How
might we connect them? How can we encourage the birth of a community of
practice?”</span></li>
<li><span style="font-family: Calibri; font-size: 10.5pt;">“We know that
experiences are more enlightening and persuasive than arguments and
presentations. How might we engage influencers and decision-makers in
experiences that invite them to re-examine their old stories and open to the
idea of creating new ones?”</span></li>
<li><span style="font-family: Calibri; font-size: 10.5pt;">“We know that
this conversation is taking place in isolated silos and groups of our
organization. How might we scaffold bridges of relationship and conversation
between like-minded leaders, projects, and teams?”</span></li>
</ul>
<br />
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<span style="font-family: Calibri; font-size: 10.5pt; line-height: 115%; mso-ascii-theme-font: major-latin; mso-bidi-font-family: Calibri; mso-bidi-theme-font: major-latin; mso-hansi-theme-font: major-latin;">Imagine the
experiments that might come out of such briefs! I feel funny making up
examples, because the real thing would be much more specific to the people and
organization than anything I can invent. But examples help, so maybe…<o:p></o:p></span></div>
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<ul>
<li><span style="font-family: Calibri; font-size: 10.5pt; text-indent: 0in;">Pop-up studios
and labs: a day or a week of cross-functional exploration, or provocative
experiences of possible futures</span></li>
<li><span style="font-family: Calibri; font-size: 10.5pt; text-indent: 0in;">A pecha-kucha
event to help people become aware of each other’s efforts</span></li>
<li><span style="font-family: Calibri; font-size: 10.5pt; text-indent: 0in;">Learning journeys
/ strategic immersions: getting people out of the office to experience say:
organizations that are further along in the change we seek for ourselves, the
positive and negative impacts our organization has on people and places,
parallel but relevant skills and contexts that can inspire our own strategies</span></li>
<li><span style="font-family: Calibri; font-size: 10.5pt; text-indent: 0in;">Any number of
experimental artifacts, roles, or rituals that might make it easier for some
group of people to live out their values in their work rather than setting them
aside in service to status quo habits and pressures.</span></li>
</ul>
<br />
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<span style="font-family: Calibri; font-size: 10.5pt;">Sometimes the
point of the experiment is the results you hope it will yield. Much more often,
the point of the experiment is the way conversations will be born and
relatedness will increase. I wouldn’t imagine any of these ideas, even a
pecha-kucha one-off event, to be standalone. There would be attention before
and after to tend the conditions for conversation and relatedness.</span></div>
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<br /></div>
<div class="MsoNormal" style="line-height: 115%; mso-layout-grid-align: none; mso-pagination: none; text-autospace: none;">
<span style="font-family: Calibri; font-size: 10.5pt; line-height: 115%; mso-ascii-theme-font: major-latin; mso-bidi-font-family: Calibri; mso-bidi-theme-font: major-latin; mso-hansi-theme-font: major-latin;">If our fictional
gathering of people has the ability and sponsorship to formalize this work,
they can manage these experiments as a portfolio, learning from them all,
stabilizing or feeding the ones that spark attraction to something positive,
and dampening the ones that don’t. All the while encouraging and hosting conversations,
reflections, and new connections. <o:p></o:p></span></div>
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<br /></div>
<div class="MsoNormal" style="line-height: 115%; mso-layout-grid-align: none; mso-pagination: none; text-autospace: none;">
<span style="font-family: Calibri; font-size: 10.5pt; line-height: 115%; mso-ascii-theme-font: major-latin; mso-bidi-font-family: Calibri; mso-bidi-theme-font: major-latin; mso-hansi-theme-font: major-latin;">But even without
that, this sort of local experimentation and conversational fertilizer can’t
help but nurture the conditions for something new to grow. It encourages the
pioneers. It sheds light on what’s working. It is the natural starting point
for a community of practice, and once something like that has formed you are
well on the way to a new dominant paradigm. The storm has formed. <o:p></o:p></span></div>
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<br /></div>
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<span style="font-family: Calibri; line-height: 115%;"><b><span style="font-size: large;">Are designers prepared for the work of social pattern-shifting?</span></b></span></div>
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<span style="font-family: Calibri; font-size: 10.5pt; line-height: 115%; mso-ascii-theme-font: major-latin; mso-bidi-font-family: Calibri; mso-bidi-theme-font: major-latin; mso-hansi-theme-font: major-latin;">Okay. Having said
all that, I’ll return to your question about designers’ skills: “…Suspending
presuppositions, seeing through other people’s eyes, reflecting and reframing
with others, … — all skills purportedly in the designers’ wheelhouse….”<o:p></o:p></span></div>
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<br /></div>
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<span style="font-family: Calibri; font-size: 10.5pt; line-height: 115%; mso-ascii-theme-font: major-latin; mso-bidi-font-family: Calibri; mso-bidi-theme-font: major-latin; mso-hansi-theme-font: major-latin;"><b>Some barriers</b></span></div>
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<span style="font-family: Calibri; font-size: 10.5pt; line-height: 115%; mso-ascii-theme-font: major-latin; mso-bidi-font-family: Calibri; mso-bidi-theme-font: major-latin; mso-hansi-theme-font: major-latin;">I’ve taught now
in three graduate design programs, and have been a visitor to two or three
others. And I’ve spent countless hours among practicing designers and design
leaders in organizations and at conferences and so on. I’m going to throw a
blanket statement over all that, with the disclaimer that there are certainly
many hundreds of exceptions to what I’m about to say. <o:p></o:p></span></div>
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<br /></div>
<div class="MsoNormal" style="line-height: 115%; mso-layout-grid-align: none; mso-pagination: none; text-autospace: none;">
<span style="font-family: Calibri; font-size: 10.5pt; line-height: 115%; mso-ascii-theme-font: major-latin; mso-bidi-font-family: Calibri; mso-bidi-theme-font: major-latin; mso-hansi-theme-font: major-latin;">When I think
about all those students and professionals and managers, what qualities come to
mind besides their skills and qualities—their training, imagination, good
heart, care for craft, and so on? Here are some that come to mind for me:<o:p></o:p></span></div>
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<ul>
<li><span style="font-family: Calibri; font-size: 10.5pt; text-indent: 0in;">They believe that
they have the tools to tackle just about anything, from beginning to end.</span></li>
<li><span style="font-family: Calibri; font-size: 10.5pt; text-indent: 0in;">They love to be
recognized for their expertise.</span></li>
<li><span style="font-family: Calibri; font-size: 10.5pt; text-indent: 0in;">They’ve been
soaking in the idea that the primary home for design sponsorship and the
exercise of design’s power is the world of business. Which is to say, most
designers think in terms of business goals and intentions.</span></li>
<li><span style="font-family: Calibri; font-size: 10.5pt; text-indent: 0in;">They’re so used
to working with technology that they tend to assume (often unconsciously) that
it will somehow be part of the “solution” they design.</span></li>
<li><span style="font-family: Calibri; font-size: 10.5pt; text-indent: 0in;">They believe that
the best way to work is in strong small teams. Outside the team they see
stakeholders and “users.” Their idea of participatory work is an afternoon
workshop with stakeholders and users.</span></li>
<li><span style="font-family: Calibri; font-size: 10.5pt; text-indent: 0in;">They’re in a big
hurry. Grad school, internships, first jobs, agencies, big companies,
non-profits,… all their experience has been intense, aggressive, non-stop. They
don’t like that this compromises what they know to be good practice: taking
time to really immerse and understand, to explore many directions, giving equal
time to divergence and convergence, not rushing to conclusions, evaluating
alternatives, and so on. They don’t like it, but they don’t know how to fight
against it. And in fact many take pride in the fact that they can get to
results quickly.</span></li>
<li><span style="font-family: Calibri; font-size: 10.5pt; text-indent: 0in;">They aren’t in the
habit of stepping back to see the connection between their current project and
the long-term greater good, and when they do they are poorly equipped to stand
on its behalf.</span></li>
</ul>
<br />
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<span style="font-family: Calibri; font-size: 10.5pt;">All of these make for terrible
conditions in which to work in the way I’m suggesting is necessary for
fostering social shifts: “suspend presuppositions, see through other people’s
eyes, reflect and reframe with others.”</span></div>
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<br /></div>
<div class="MsoNormal" style="line-height: 115%; mso-layout-grid-align: none; mso-pagination: none; text-autospace: none;">
<span style="font-family: Calibri; font-size: 10.5pt; line-height: 115%; mso-ascii-theme-font: major-latin; mso-bidi-font-family: Calibri; mso-bidi-theme-font: major-latin; mso-hansi-theme-font: major-latin;">You are right
that these that these are all close to the heart of design. We could go deeply
into each of those things, but I’ll pick just one to harp on: “with others.” <o:p></o:p></span></div>
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<br /></div>
<div class="MsoNormal" style="line-height: 115%; mso-layout-grid-align: none; mso-pagination: none; text-autospace: none;">
<span style="font-family: Calibri; font-size: 10.5pt; line-height: 115%; mso-ascii-theme-font: major-latin; mso-bidi-font-family: Calibri; mso-bidi-theme-font: major-latin; mso-hansi-theme-font: major-latin;"><b>The critical piece: "Together" -- participatory emergence</b></span></div>
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<span style="font-family: Calibri; font-size: 10.5pt; line-height: 115%; mso-ascii-theme-font: major-latin; mso-bidi-font-family: Calibri; mso-bidi-theme-font: major-latin; mso-hansi-theme-font: major-latin;">What most
designers aren’t trained to do, and what most processes don’t include, is
helping everyone who is somehow a stakeholder in the situation create <i style="mso-bidi-font-style: normal;">together</i>. <br />
<i style="mso-bidi-font-style: normal;"><br />
</i>Yes, designers seem to be well-positioned to become equipped for a truly
participatory, systemic, and emergent way of working. In my classroom
experiences the biggest challenge for designers is to let go of their engrained
sense of themselves as expert problem-solvers who will be the source of the
good ideas and the shapers of the resulting forms. <o:p></o:p></span></div>
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<br /></div>
<div class="MsoNormal" style="line-height: 115%; mso-layout-grid-align: none; mso-pagination: none; text-autospace: none;">
<span style="font-family: Calibri; font-size: 10.5pt; line-height: 115%; mso-ascii-theme-font: major-latin; mso-bidi-font-family: Calibri; mso-bidi-theme-font: major-latin; mso-hansi-theme-font: major-latin;">Design practice
is full of hero mentality. It is still colonial, in the sense of “I’m here with
knowledge and skills to make things better for you, people who aren’t like me.”
Design doesn’t trust the people it calls “users” to be full peers in
co-creation. <o:p></o:p></span></div>
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<br /></div>
<div class="MsoNormal" style="line-height: 115%; mso-layout-grid-align: none; mso-pagination: none; text-autospace: none;">
<span style="font-family: Calibri; font-size: 10.5pt; line-height: 115%; mso-ascii-theme-font: major-latin; mso-bidi-font-family: Calibri; mso-bidi-theme-font: major-latin; mso-hansi-theme-font: major-latin;">When it comes to
the social complexity of organizational culture, <i style="mso-bidi-font-style: normal;">no single project will suffice. No single design is sufficient. The
challenge will not yield to research and expertise. You cannot
design-and-implement, you can only bring your gifts to your participation in
the process, your citizenship in the future.<span style="mso-spacerun: yes;">
</span></i><o:p></o:p></span></div>
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<br /></div>
<div class="MsoNormal" style="line-height: 115%; mso-layout-grid-align: none; mso-pagination: none; text-autospace: none;">
<span style="font-family: Calibri; font-size: 10.5pt; line-height: 115%; mso-ascii-theme-font: major-latin; mso-bidi-font-family: Calibri; mso-bidi-theme-font: major-latin; mso-hansi-theme-font: major-latin;">There is plenty
of design-and-implement work to do down in the details, and huge help to be
given in service to insight, communication, facilitation, and so on. But
there’s so much work to be done together <i style="mso-bidi-font-style: normal;">before</i>
we know what to design. Designers can make themselves ready for that work by <o:p></o:p></span></div>
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</div>
<ul>
<li><span style="font-family: Calibri; font-size: 10.5pt;">expanding their
ability to work in complexity and uncertainty,</span></li>
<li><span style="font-family: Calibri; font-size: 10.5pt;">learning to bring
their process expertise into communities of peer co-creators,</span></li>
<li><span style="font-family: Calibri; font-size: 10.5pt;">learning to
focus more on the </span><i style="font-family: Calibri; font-size: 10.5pt;">conditions</i><span style="font-family: Calibri; font-size: 10.5pt;"> from
which new patterns of relationship and behavior arise—the conditions in which a
storm might form—rather than “solutions to problems.”</span></li>
</ul>
<br />
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<b><span style="font-family: Calibri; line-height: 16.100000381469727px;"><span style="font-size: large;">It starts with ourselves, and experience trumps persuasion</span></span></b></div>
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<b><span style="font-family: Calibri; font-size: 10.5pt; line-height: 16.100000381469727px;">Richard:</span></b><span style="font-family: Calibri; font-size: 10.5pt; line-height: 16.100000381469727px;"> I agree with your assessment of the tendencies of today’s designers, design students, and managers and of their readiness (or lack thereof) to work in the ways that you argue are crucial. What you argue is consistent, I think, with <a href="https://medium.com/ixda/is-it-ethical-for-designers-to-function-as-activists-when-practicing-their-profession-ce9734951190" target="_blank">what I’ve argued needs to change in a lot of design education and even in the way design is framed</a>, and there are a few frameworks for engaging in design in ways related to this, including <a href="http://www.creativereactionlab.com/eccd/" target="_blank">equity-centered community design</a> and <a href="https://transitiondesign.net/" target="_blank">transition design</a>, the latter with which you are probably intimately familiar since its development has been led by some of your colleagues at CMU. I’m encouraged by the increased attention such proposed changes are receiving.</span></div>
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<span style="font-family: Calibri; font-size: 10.5pt; line-height: 16.100000381469727px;"><br /></span></div>
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<span style="font-family: Calibri; font-size: 10.5pt; line-height: 115%; mso-ascii-theme-font: major-latin; mso-bidi-font-family: Calibri; mso-bidi-theme-font: major-latin; mso-hansi-theme-font: major-latin;">Regarding the
relative power of experiences versus persuasion to open minds, a past tweet by
Dave Gray seems relevant:<o:p></o:p></span></div>
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<div class="separator" style="clear: both; text-align: center;">
<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEikaxzfKn8DPvB79SAThgrIksp6CujmlsErDSOY5Kf54sywGK6PEfJPeelcmSqLw2WIH3sfEt4JRV844tGe-IEPjIBDEnZfTSY4nSRaEMw9tbAYQw7hTxokkaWabXLRgQwW3Hh2/s1600/daveg.jpg" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" data-original-height="594" data-original-width="1172" height="162" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEikaxzfKn8DPvB79SAThgrIksp6CujmlsErDSOY5Kf54sywGK6PEfJPeelcmSqLw2WIH3sfEt4JRV844tGe-IEPjIBDEnZfTSY4nSRaEMw9tbAYQw7hTxokkaWabXLRgQwW3Hh2/s320/daveg.jpg" width="320" /></a></div>
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<span style="font-family: Calibri; font-size: 10.5pt; line-height: 115%; mso-ascii-theme-font: major-latin; mso-bidi-font-family: Calibri; mso-bidi-theme-font: major-latin; mso-hansi-theme-font: major-latin;"><br /></span></div>
<div class="MsoNormal" style="line-height: 115%; mso-layout-grid-align: none; mso-pagination: none; text-autospace: none;">
<span style="font-family: Calibri; font-size: 10.5pt; line-height: 115%; mso-ascii-theme-font: major-latin; mso-bidi-font-family: Calibri; mso-bidi-theme-font: major-latin; mso-hansi-theme-font: major-latin;">Years ago, <a href="https://dl.acm.org/citation.cfm?id=778712.778743&coll=DL&dl=GUIDE" target="_blank">I spearheaded a project</a> in
which I sent a diverse set of stakeholders — many strongly committed to very
different perspectives of how potential customers of a proposed business
behaved and what they would want— out into people’s homes and workplaces to
find out. Those experiences opened minds dramatically, subsequent workshops and
conversation resolved most remaining differences of opinion, and the
stakeholders asked that all future projects be run in a similar fashion.
However, one individual — the executive leader of the project — did not engage
in those experiences, and the course of the project (i.e., the nature of the
business offering), though signifcantly affected, wasn’t changed as
dramatically as many argued was advisable.<o:p></o:p></span></div>
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<br /></div>
<div class="MsoNormal" style="line-height: 115%; mso-layout-grid-align: none; mso-pagination: none; text-autospace: none;">
<span style="font-family: Calibri; font-size: 10.5pt; line-height: 115%; mso-ascii-theme-font: major-latin; mso-bidi-font-family: Calibri; mso-bidi-theme-font: major-latin; mso-hansi-theme-font: major-latin;">That story is
akin to <a href="http://www.fitassociates.com/wp-content/uploads/2018/08/immersionStory_FitAssociates.pdf" target="_blank">a story you shared recently in comic strip form</a>,
which concluded with comments of concern. OK, this is a tad weird, but I’m
going to quote you here:<o:p></o:p></span></div>
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<br /></div>
<div class="MsoNormal" style="line-height: 115%; mso-layout-grid-align: none; mso-pagination: none; text-autospace: none;">
<i style="mso-bidi-font-style: normal;"><span style="font-family: Calibri; font-size: 10.5pt; line-height: 115%; mso-ascii-theme-font: major-latin; mso-bidi-font-family: Calibri; mso-bidi-theme-font: major-latin; mso-hansi-theme-font: major-latin;">“The biggest difficulty in this work came from
lack of executive involvement. The team had an experience that transformed how
they saw the company’s place in the world, and which led them to a new kind of
strategic direction.<o:p></o:p></span></i></div>
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<br /></div>
<div class="MsoNormal" style="line-height: 115%; mso-layout-grid-align: none; mso-pagination: none; text-autospace: none;">
<i style="mso-bidi-font-style: normal;"><span style="font-family: Calibri; font-size: 10.5pt; line-height: 115%; mso-ascii-theme-font: major-latin; mso-bidi-font-family: Calibri; mso-bidi-theme-font: major-latin; mso-hansi-theme-font: major-latin;">But then the team found itself having to
persuasively communicate unconventional ideas to executives who hadn’t been
through the same experience. They had remained in the same institutional
structure and old everyday conversation, while the team had been shaken into a
new realization by their travels, new friendships, and serious reflection.”<o:p></o:p></span></i></div>
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<br /></div>
<div class="MsoNormal" style="line-height: 115%; mso-layout-grid-align: none; mso-pagination: none; text-autospace: none;">
<span style="font-family: Calibri; font-size: 10.5pt; line-height: 115%; mso-ascii-theme-font: major-latin; mso-bidi-font-family: Calibri; mso-bidi-theme-font: major-latin; mso-hansi-theme-font: major-latin;">So, it seems that
one cannot always avoid the need to (attempt to) persuade.<o:p></o:p></span></div>
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<br /></div>
<div class="MsoNormal" style="line-height: 115%; mso-layout-grid-align: none; mso-pagination: none; text-autospace: none;">
<span style="font-family: Calibri; font-size: 10.5pt; line-height: 115%; mso-ascii-theme-font: major-latin; mso-bidi-font-family: Calibri; mso-bidi-theme-font: major-latin; mso-hansi-theme-font: major-latin;">Lastly, the act
of gardening takes time, sometimes lots of time, as you have stated. But we are
already experiencing multiple significant social and environmental crises. Do
we have the time that such gardening requires?<o:p></o:p></span></div>
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<br /></div>
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<b style="mso-bidi-font-weight: normal;"><span style="font-family: Calibri; line-height: 115%;"><span style="font-size: large;">Business as usual: unredeemable?</span></span></b></div>
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<b style="mso-bidi-font-weight: normal;"><span style="font-family: Calibri; font-size: 10.5pt; line-height: 115%; mso-ascii-theme-font: major-latin; mso-bidi-font-family: Calibri; mso-bidi-theme-font: major-latin; mso-hansi-theme-font: major-latin;">Marc: </span></b><span style="font-family: Calibri; font-size: 10.5pt;">Oh, I’m glad you
mentioned “significant social and environmental crises.” I read your conversation
with John Kolko in which you made a half-joke about not pontificating. But two
weeks ago I promised a room full of people that I would start speaking up more
often about a couple of things, and given the topic we’re discussing this seems
like just the right time to do so.</span></div>
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<br /></div>
<div class="MsoNormal" style="line-height: 115%; mso-layout-grid-align: none; mso-pagination: none; text-autospace: none;">
<span style="font-family: Calibri; font-size: 10.5pt; line-height: 115%; mso-ascii-theme-font: major-latin; mso-bidi-font-family: Calibri; mso-bidi-theme-font: major-latin; mso-hansi-theme-font: major-latin;">There are a few
important topics that we too seldom talk about in design, and unless we get
brave, stop avoiding them, get humble, and begin the long walk into their wide
territory, we are going to continue to do more harm than good. <o:p></o:p></span></div>
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<br /></div>
<div class="MsoNormal" style="line-height: 115%; mso-layout-grid-align: none; mso-pagination: none; text-autospace: none;">
<span style="font-family: Calibri; font-size: 10.5pt; line-height: 115%; mso-ascii-theme-font: major-latin; mso-bidi-font-family: Calibri; mso-bidi-theme-font: major-latin; mso-hansi-theme-font: major-latin;"><b>Two pillars of our dysfunctional status quo</b></span></div>
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<span style="font-family: Calibri; font-size: 10.5pt; line-height: 115%; mso-ascii-theme-font: major-latin; mso-bidi-font-family: Calibri; mso-bidi-theme-font: major-latin; mso-hansi-theme-font: major-latin;">We stand on and
work in a long history of systems that leave people out, that deliberately give
some people advantage at the cost of other people’s disadvantage and suffering.
In the U.S., that dynamic has been predominately based on race. It’s getting
easier all the time to take ourselves to school on this topic. We don’t talk
about it nearly enough. How must our practices change in order to contribute to
an equitable and just society? Can we start experimenting, making commitments,
and telling each other stories about these changes? <o:p></o:p></span></div>
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<br /></div>
<div class="MsoNormal" style="line-height: 115%; mso-layout-grid-align: none; mso-pagination: none; text-autospace: none;">
<span style="font-family: Calibri; font-size: 10.5pt; line-height: 115%; mso-ascii-theme-font: major-latin; mso-bidi-font-family: Calibri; mso-bidi-theme-font: major-latin; mso-hansi-theme-font: major-latin;">We stand on and
work in a long history of systems built on an assumption of growth as the
measure of success, as the engine of business, as an undiscussed given. Growth
in what? Quality of life? Wellness? Peace? No, growth in one thing. Profit. We
say we practice “human-centered design,” but the fundamental metrics of our
business sponsors and the systems that support them will refuse to put humans
at the center unless they believe it will create more profit. <o:p></o:p></span></div>
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<br /></div>
<div class="MsoNormal" style="line-height: 115%; mso-layout-grid-align: none; mso-pagination: none; text-autospace: none;">
<span style="font-family: Calibri; font-size: 10.5pt; line-height: 115%; mso-ascii-theme-font: major-latin; mso-bidi-font-family: Calibri; mso-bidi-theme-font: major-latin; mso-hansi-theme-font: major-latin;">And as Joanna
Macy says, any third-grader can see that growth has limits in a world of
limited resources. But if you say that in a boardroom they think you’re being
silly. <o:p></o:p></span></div>
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<br /></div>
<div class="MsoNormal" style="line-height: 115%; mso-layout-grid-align: none; mso-pagination: none; text-autospace: none;">
<span style="font-family: Calibri; font-size: 10.5pt; line-height: 115%; mso-ascii-theme-font: major-latin; mso-bidi-font-family: Calibri; mso-bidi-theme-font: major-latin; mso-hansi-theme-font: major-latin;"><b>A story big enough for a lifetime</b></span></div>
<div class="MsoNormal" style="line-height: 115%; mso-layout-grid-align: none; mso-pagination: none; text-autospace: none;">
<span style="font-family: Calibri; font-size: 10.5pt; line-height: 115%; mso-ascii-theme-font: major-latin; mso-bidi-font-family: Calibri; mso-bidi-theme-font: major-latin; mso-hansi-theme-font: major-latin;">So we shouldn’t
end this conversation about our hypothetical company without getting seriously
big-picture for a moment. I want to make sure I don’t give the impression that
I believe that with the right new approach and methods, it’s otherwise business
as usual. We have been talking about organizational responsibility and change
at the scale of one organization and an effort of a few years. But let’s not
kid ourselves. This is not a one-project, learn-a-few-new-tricks kind of
conversation. <o:p></o:p></span></div>
<div class="MsoNormal" style="line-height: 115%; mso-layout-grid-align: none; mso-pagination: none; text-autospace: none;">
<br /></div>
<div class="MsoNormal" style="line-height: 115%; mso-layout-grid-align: none; mso-pagination: none; text-autospace: none;">
<span style="font-family: Calibri; font-size: 10.5pt; line-height: 115%; mso-ascii-theme-font: major-latin; mso-bidi-font-family: Calibri; mso-bidi-theme-font: major-latin; mso-hansi-theme-font: major-latin;">This is a paradigm
question. It reaches deep below the emotional layer, down into the place of
identity, care, and sense of connection. Millions of managers have built their
entire career on the assumptions that these questions invite us to challenge.
That’s scary, that’s disorienting, and it causes many people to get defensive,
to grip tightly to the story in which they’ve finally come to be comfortable,
to feel known and accepted, to feel capable. The dominant paradigm comes with a
library of how-to books. The next paradigm, the one yet to be born, can
currently offer only a few clues amongst uncertainty. <o:p></o:p></span></div>
<div class="MsoNormal" style="line-height: 115%; mso-layout-grid-align: none; mso-pagination: none; text-autospace: none;">
<br /></div>
<div class="MsoNormal" style="line-height: 115%; mso-layout-grid-align: none; mso-pagination: none; text-autospace: none;">
<span style="font-family: Calibri; font-size: 10.5pt; line-height: 115%; mso-ascii-theme-font: major-latin; mso-bidi-font-family: Calibri; mso-bidi-theme-font: major-latin; mso-hansi-theme-font: major-latin;">In light of this,
persuasion is a ridiculously inadequate tool. It’s pea-shooter versus glacier. The
move to whatever a sustainable and equitable society will not be a tidy process
of reason and debate. It will be (and already is) a messy, billion-fingered,
organic, emergent process of co-creation. It will involve creating attractive
alternatives that draw people forward much more than it involves “changing” the
participants in the current paradigm to somehow act differently together. In
the process, I expect that most of the institutions and systems in the center
of the current paradigm will come to an end. <o:p></o:p></span></div>
<div class="MsoNormal" style="line-height: 115%; mso-layout-grid-align: none; mso-pagination: none; text-autospace: none;">
<br /></div>
<div class="MsoNormal" style="line-height: 115%; mso-layout-grid-align: none; mso-pagination: none; text-autospace: none;">
<span style="font-family: Calibri; font-size: 10.5pt; line-height: 115%; mso-ascii-theme-font: major-latin; mso-bidi-font-family: Calibri; mso-bidi-theme-font: major-latin; mso-hansi-theme-font: major-latin;">Some say this
great transition, this “<a href="https://vimeo.com/ondemand/greatturning" target="_blank">Great Turning</a>” compares in scale of impact to only
two previous shifts: the agricultural era and the industrial age: each involved
creation of new alternatives, displacement or destruction of old patterns, and
a shift in societal consciousness.<span style="mso-spacerun: yes;"> </span><span style="mso-spacerun: yes;"> </span><span style="mso-spacerun: yes;"> </span><span style="mso-spacerun: yes;"> </span><o:p></o:p></span></div>
<div class="MsoNormal" style="line-height: 115%; mso-layout-grid-align: none; mso-pagination: none; text-autospace: none;">
<br /></div>
<div class="MsoNormal" style="line-height: 115%; mso-layout-grid-align: none; mso-pagination: none; text-autospace: none;">
<span style="font-family: Calibri; font-size: 10.5pt; line-height: 115%; mso-ascii-theme-font: major-latin; mso-bidi-font-family: Calibri; mso-bidi-theme-font: major-latin; mso-hansi-theme-font: major-latin;">Now THAT is a
story big enough to live into. Unlike all the previous invitations I have
received in my career—to improve home appliances or a web site, to bridge
division between departments, and so on and on—unlike all of those, I find THIS
invitation too thrilling to refuse. <o:p></o:p></span></div>
<div class="MsoNormal" style="line-height: 115%; mso-layout-grid-align: none; mso-pagination: none; text-autospace: none;">
<br /></div>
<div class="MsoNormal" style="line-height: 115%; mso-layout-grid-align: none; mso-pagination: none; text-autospace: none;">
<span style="font-family: Calibri; font-size: 10.5pt; line-height: 115%; mso-ascii-theme-font: major-latin; mso-bidi-font-family: Calibri; mso-bidi-theme-font: major-latin; mso-hansi-theme-font: major-latin;">. . . .<o:p></o:p></span></div>
<div class="MsoNormal" style="line-height: 115%; mso-layout-grid-align: none; mso-pagination: none; text-autospace: none;">
<br /></div>
<div class="MsoNormal" style="line-height: 115%; mso-layout-grid-align: none; mso-pagination: none; text-autospace: none;">
<b style="mso-bidi-font-weight: normal;"><span style="font-family: Calibri; font-size: 10.5pt; line-height: 115%; mso-ascii-theme-font: major-latin; mso-bidi-font-family: Calibri; mso-bidi-theme-font: major-latin; mso-hansi-theme-font: major-latin;">Richard:</span></b><span style="font-family: Calibri; font-size: 10.5pt; line-height: 115%; mso-ascii-theme-font: major-latin; mso-bidi-font-family: Calibri; mso-bidi-theme-font: major-latin; mso-hansi-theme-font: major-latin;"> Thank you for the conversation. You knock me out, Marc. I look
forward to many more conversations.<o:p></o:p></span></div>
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<b style="mso-bidi-font-weight: normal;"><span style="font-family: Calibri; font-size: 10.5pt; line-height: 115%; mso-ascii-theme-font: major-latin; mso-bidi-font-family: Calibri; mso-bidi-theme-font: major-latin; mso-hansi-theme-font: major-latin;">Marc:</span></b><span style="font-family: Calibri; font-size: 10.5pt; line-height: 115%; mso-ascii-theme-font: major-latin; mso-bidi-font-family: Calibri; mso-bidi-theme-font: major-latin; mso-hansi-theme-font: major-latin;"> That’s kind of you to say. Thank you very much for a fun
conversation, and yes I’m sure there will be more. <o:p></o:p></span></div>
Richard I Andersonhttp://www.blogger.com/profile/03669293190263591598noreply@blogger.com0tag:blogger.com,1999:blog-8619715.post-734913286245375482018-09-11T15:50:00.000-07:002018-09-27T15:52:45.895-07:00On what it takes to effectively design the future of healthcare -- my conversation with Joyce Lee
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<span style="font-family: Helvetica; mso-bidi-font-family: Helvetica;"><b><i>A version of this post has been published <a href="https://medium.com/@Riander/on-what-it-takes-to-effectively-design-the-future-of-healthcare-my-conversation-with-joyce-lee-b51f0076bcc5" target="_blank">on Medium</a>.</i></b></span></div>
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<span style="font-family: Helvetica; mso-bidi-font-family: Helvetica;">I’ve interviewed lots of people on stage at professional events over
the years, engaging in and facilitating conversations that are often
wide-ranging though with a primary focus on design. And when Jon Kolko and I
were Editors-in-Chief of <a href="http://interactions.acm.org/" target="_blank"><i>interactions</i> magazine</a>, we ended most issues with <a href="http://riander.blogspot.com/2008/08/on-innovation-appropriateness.html" target="_blank">a simulated “cafe” conversation on topics of relevance to that issue’s content</a>. We started to resurrect such
conversations last year on topics of relevance to design today (see "<a href="https://medium.com/@Riander/on-the-relationship-between-design-and-activism-jon-kolko-in-conversation-with-richard-anderson-a7914657b0f4" target="_blank">On the relationship between design and activism</a>" and "<a href="https://medium.com/@Riander/on-the-importance-of-theory-to-design-practitioners-jon-kolko-richard-anderson-in-conversation-d6cbdc17f0c7" target="_blank">On the importance of theory to design practitioners</a>").<o:p></o:p></span></div>
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<span style="font-family: Helvetica; mso-bidi-font-family: Helvetica;">Earlier this year, I decided to start having such conversations with
others as well, and here, finally, is the first: a conversation with Joyce Lee.
Joyce is a physician, designer, researcher, and the Robert P. Kelch, MD,
Research Professor of Pediatrics at the University of Michigan Medical School. I
first met Joyce at one of the first <a href="https://medicinex.stanford.edu/" target="_blank">Stanford Medicine X</a> conferences and follow
her closely on Twitter where she is known as “<a href="https://twitter.com/joyclee" target="_blank">Doctor as Designer</a>.”<o:p></o:p></span></div>
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<span style="font-family: Helvetica; mso-bidi-font-family: Helvetica;">Our conversation addresses some, but certainly not all, of what it
takes to effectively design the future of healthcare.<o:p></o:p></span></div>
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<b style="mso-bidi-font-weight: normal;"><span style="font-family: Helvetica; font-size: 13.0pt; mso-bidi-font-family: Helvetica;">Richard:</span></b><span style="font-family: Helvetica; font-size: 13.0pt; mso-bidi-font-family: Helvetica;"> You’ve
written and given talks (e.g., <a href="https://www.youtube.com/watch?v=HyVaEASftF8" target="_blank">your TEDx Detroit talk</a>) about how you believe
that the production of health and the future of healthcare needs to emerge from
treating patients (and caregivers) as experts (regarding the problems they have
experienced), makers (of prototypes of solutions), and collaborators (with
doctors and others). Additionally, you’ve argued that human-centered design is
a critical tool in enabling this to happen.<o:p></o:p></span></div>
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<span style="font-family: Helvetica; font-size: 13.0pt; mso-bidi-font-family: Helvetica;">I think you know from what you know of what
I’ve written and given talks on, that I agree, but with much of my focus in
this space on obstacles to all this and on what is sometimes or often missing
from such efforts. For example, makers often dive into making without awareness
of (much of) what has been tried before. I wonder whether you consider that to
be a weakness or a strength.<o:p></o:p></span></div>
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<b style="mso-bidi-font-weight: normal;"><span style="font-family: Helvetica; font-size: 13.0pt; mso-bidi-font-family: Helvetica;">Joyce:</span></b><span style="font-family: Helvetica; font-size: 13.0pt; mso-bidi-font-family: Helvetica;"> It
depends on who the maker is. If it’s a patient or caregiver designing for
themselves, it’s a strength. Who better understands the pain points of living with
a disease than the patient? When you have intimate personal knowledge of that experience,
you intuitively understand the problems that need to be tackled and your
tinkering can lead to rapid innovation. This is exactly what happened with <a href="https://jamanetwork.com/journals/jama/article-abstract/2512793" target="_blank">the Nightscout Project and the type 1 diabetes community</a>. John Costik, who was the dad of a 4-year-old with type 1 diabetes, realized
that he needed to see the blood sugars of his son remotely, so he started
tinkering with the continuous glucose monitoring device and software, and was
able to build his own mobile technology system for viewing blood sugars! He
chose to share his code and insights with the community, which led to other expert
caregivers and patients adopting the code, and personalizing and improving on
the tool for their own families, through tinkering. This is the beauty of the
maker movement in health. <o:p></o:p></span></div>
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<span style="font-family: Helvetica; font-size: 13.0pt; mso-bidi-font-family: Helvetica;">I do think one of the philosophies of the maker
movement is that there is inherent value in the act of making or tinkering
itself, which I fully support. However, I do get frustrated when makers assume
that they are going to solve a health problem for a group of individuals, yet
have never talked to a patient with that condition, and/or haven’t used the
methods of human-centered design to interrogate their assumptions or even ask
the question of whether they are solving the right problem. If they don’t engage
patients/caregivers, their solution is likely doomed to fail no matter how much
tinkering they do.<span style="mso-spacerun: yes;"> </span><o:p></o:p></span></div>
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<b style="mso-bidi-font-weight: normal;"><span style="font-family: Helvetica; font-size: 13.0pt; mso-bidi-font-family: Helvetica;">Richard:</span></b><span style="font-family: Helvetica; font-size: 13.0pt; mso-bidi-font-family: Helvetica;"> The
Nightscout Project is a wonderful story. And as someone who has been ill and in
the position of needing to figure things out for myself, I understand and
appreciate the expertise provided by that direct experience. However, the fact
that other caregivers and patients were able to leverage Costik’s work suggests
there can be benefit to knowing what has been tried before. I wonder whether
those others would have been as successful tinkering on their own or, at least
in some cases, would have even tried without access to Costik’s code and
insights. So, I’m delighted that he ultimately had the means of sharing the
products of his work with others in the type 1 diabetes community, though I do
think that knowing what has been tried before can sometimes interfere with one’s
creativity.<o:p></o:p></span></div>
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<span style="font-family: Helvetica; font-size: 13.0pt; mso-bidi-font-family: Helvetica;">Also of relevance, I think, is what happened earlier
this year at a “<a href="https://www.eventbrite.com/e/reverse-hackathon-rethink-and-improve-existing-technology-tickets-44007079359#" target="_blank">reverse hackathon</a>” I attended — a gathering of more than 250
people of a wide range of experience and expertise to redesign existing tech
tools “in a more meaningful, socially responsible way” so to mitigate their
“unintended consequences on our mental and emotional health.” Redesigns of a
variety of tools from ~40 teams were judged in accordance with five criteria,
one of which was how creative and unique the redesign was; this criterion was
one of the two given the greatest weight in the judging. <o:p></o:p></span></div>
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<span style="font-family: Helvetica; font-size: 13.0pt; mso-bidi-font-family: Helvetica;">As I discovered very quickly via a Google
search the next day, the winning redesign — which, by the way, addressed a
problem each of the team members had directly experienced — was pretty much
exactly the same as a concept designed and implemented a few years ago, one
that was even not well-received (calling into question the extent to which the
winning redesign satisfied some of the other criteria as well). Ignoring
important questions such as whether the concept might now be well-received and
whether novelty was an appropriate (major) criterion, someone did not do their
research. (There have even been related efforts in more recent years.)<o:p></o:p></span></div>
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<span style="font-family: Helvetica; font-size: 13.0pt; mso-bidi-font-family: Helvetica;">It also seems inconsistent with the principles
of human-centered design to think one can declare what (re)design is the best
or will even work without much if any prototyping and testing of the
(re)designs. Lots of ideas which people think are great and which get funded
end up bombing because the user research was inadequate. Yet substantial awards
— which sometimes include funding and other support for moving forward with an
idea — are often given to winners of these competitions.<o:p></o:p></span></div>
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<span style="font-family: Helvetica; font-size: 13.0pt; mso-bidi-font-family: Helvetica;">You’ve played roles in such events in the past.
I’ve participated in several, and I’ve helped organize and facilitate a couple.
Are the constraints of these short events too artificial? Even if they mirror
“real world” pressure to do things quickly, should such events be done
differently?<o:p></o:p></span></div>
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<b style="mso-bidi-font-weight: normal;"><span style="font-family: Helvetica; font-size: 13.0pt; mso-bidi-font-family: Helvetica;">Joyce:<a href="https://www.blogger.com/null" name="OLE_LINK2"></a><a href="https://www.blogger.com/null" name="OLE_LINK1"><span style="mso-bookmark: OLE_LINK2;"> </span></a></span></b><span style="mso-bookmark: OLE_LINK1;"><span style="mso-bookmark: OLE_LINK2;"><span style="font-family: Helvetica; font-size: 13.0pt; mso-bidi-font-family: Helvetica;">I
do think that everyone could benefit greatly from more [“maker” time],
uninterrupted time to deep dive into a particular project or endeavor. We so
rarely create these larger blocks of time to maximize concentration and “flow,”
and it becomes an even richer opportunity when you can spend that time with
interdisciplinary collaborators who are outside of your own “tribe.” Hackathons
provide a number of constraints that can that can push you to the limits of
productivity and/or creativity; they force you to collaborate with a set of
diverse collaborators, they constrain you to focusing on a singular problem,
and they force you to perform both of these things on a deadline. But however
“successful” hackathons are, they can’t replace the hard work of bringing a
product or service to the real world. A great idea is just an idea until some
can make it a tangible experience for the user in the real world, and that
requires time, financial and human resources, and lots of dedicated hard work,
especially if you are designing for healthcare. Perhaps a hackathon model that
is more “curated” in terms of participants and that not only supports the event
but also realistic levels of support for collaboration beyond the event could
make these events more successful in the long-term.<span style="mso-spacerun: yes;"> </span><b style="mso-bidi-font-weight: normal;"><o:p></o:p></b></span></span></span></div>
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<span style="mso-bookmark: OLE_LINK1;"><span style="mso-bookmark: OLE_LINK2;"><span style="font-family: Helvetica; font-size: 13.0pt; mso-bidi-font-family: Helvetica;">Your thoughts about the reverse hackathon are
interesting. I agree that there is a lot of “lost knowledge” when it comes to
design. There are thousands of designers working on health inside industry or
academia, and they are gaining valuable insights that could contribute to a
larger body of knowledge regarding healthcare design. Yet it’s hard to find
those insights on the web or in the literature, which leads to frequent
“reinvention of the wheel,” in which people are spending effort and resources
to learn what was learned by others a long time ago. <o:p></o:p></span></span></span></div>
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<span style="mso-bookmark: OLE_LINK1;"><span style="mso-bookmark: OLE_LINK2;"><span style="font-family: Helvetica; font-size: 13.0pt; mso-bidi-font-family: Helvetica;">The coders have been able to address this
problem. They have platforms like Github, an open source repository for code
where they can store their files for a project, and anyone in the world can see
their code and most importantly “steal” their code. This prevents individuals from
having to spend time and energy on developing similar features. They can
leapfrog and start where others have gotten stuck, spending their time and
energies on developing new and creative solutions for a project, accelerating
the pace of innovation for the collective. The Nightscout (NS) community </span></span></span><span style="font-family: Helvetica; font-size: 13pt;">benefitted from this model. For example, </span><a href="https://www.slideshare.net/joyclee/diy-diabetes-lessons-for-healthcare" style="font-family: Helvetica; font-size: 13pt;" target="_blank">since 2014, NS has incorporated 51 new features beyond just “remote monitoring” and is on its 8th major software rollout</a><span style="font-family: Helvetica; font-size: 13pt;">.
In comparison, Dexcom, the company that makes the commercial continuous glucose
monitoring system, incorporated 13 novel features and 5 new platform rollouts
over the same time span.</span></div>
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<span style="mso-bookmark: OLE_LINK1;"><span style="mso-bookmark: OLE_LINK2;"><span style="font-family: Helvetica; font-size: 13.0pt; mso-bidi-font-family: Helvetica;">What can we do in the future to avoid what
happened at the reverse hackathon? First we need to make sure that the
designers in the room have a voice that is actually being listened to. Second,
where is the open source system for design? <o:p></o:p></span></span></span></div>
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<span style="mso-bookmark: OLE_LINK1;"><span style="mso-bookmark: OLE_LINK2;"><b style="mso-bidi-font-weight: normal;"><span style="font-family: Helvetica; font-size: 13.0pt; mso-bidi-font-family: Helvetica;">Richard:</span></b></span></span><span style="mso-bookmark: OLE_LINK1;"><span style="mso-bookmark: OLE_LINK2;"><span style="font-family: Helvetica; font-size: 13.0pt; mso-bidi-font-family: Helvetica;">
In the case of the reverse hackathon, the winning team was led by a designer,
and the open source system I used the next day to find their design and
evaluations of that design from years ago in less than a minute was basic
Google Search, which, during the hackathon, the team had apparently used to
find other information of relevance to their design. Hmm…<o:p></o:p></span></span></span></div>
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<span style="mso-bookmark: OLE_LINK1;"><span style="mso-bookmark: OLE_LINK2;"><span style="font-family: Helvetica; font-size: 13.0pt; mso-bidi-font-family: Helvetica;">There are repositories of designs out there —
for example, Dribbble, countless design portfolios, and, well, the Web itself —
and of design research and insights — for example, those countless design
portfolios plus blogposts, reports, and other online publications. Though there
are probably fewer out there specific to healthcare (given that it has taken
longer for design to be seriously considered in healthcare), they will continue
to grow in number and value. However, important artifacts and considerations of
the design and design research process aren’t as easily captured and
communicated or understood as is code. <o:p></o:p></span></span></span></div>
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<span style="mso-bookmark: OLE_LINK1;"><span style="mso-bookmark: OLE_LINK2;"><span style="font-family: Helvetica; font-size: 13.0pt; mso-bidi-font-family: Helvetica;">My bigger concern is that hackathons often glorify
high-speed work, which high-tech tends to glorify. While there are often
benefits to moving quickly on certain things, some things, including multiple
aspects of ideation and of judging design ideas, require much more time. There
is a terrific article published in Stanford Social Innovation Review entitled,
“<a href="https://ssir.org/articles/entry/rethinking_business_plan_competitions" target="_blank">Rethinking Business Plan Competitions</a>” which
provides a lot of great advice, I think, for improving the kinds of competitions
we are discussing. <o:p></o:p></span></span></span></div>
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<span style="mso-bookmark: OLE_LINK1;"><span style="mso-bookmark: OLE_LINK2;"><span style="font-family: Helvetica; font-size: 13.0pt; mso-bidi-font-family: Helvetica;">Regarding the length of time it has taken for
design to be seriously considered in healthcare: I believe you’ve talked about
how your status as a doctor has made it easier for you to introduce and address
and apply design within healthcare than would typically be true for a designer
without that status (which is consistent, I think, with resistance that
patients and caregivers have encountered to designing solutions to their own
problems). Why is this? Is it changing? And a broader question: is design being
taken adequately seriously now in healthcare?<o:p></o:p></span></span></span></div>
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<span style="mso-bookmark: OLE_LINK1;"><span style="mso-bookmark: OLE_LINK2;"><b style="mso-bidi-font-weight: normal;"><span style="font-family: Helvetica; font-size: 13.0pt; mso-bidi-font-family: Helvetica;">Joyce:</span></b></span></span><span style="mso-bookmark: OLE_LINK1;"><span style="mso-bookmark: OLE_LINK2;"><span style="font-family: Helvetica; font-size: 13.0pt; mso-bidi-font-family: Helvetica;"> </span></span></span><span style="mso-bookmark: OLE_LINK1;"><span style="mso-bookmark: OLE_LINK2;"><span style="font-family: Helvetica; font-size: 13.0pt; mso-bidi-font-family: "Times New Roman"; mso-fareast-font-family: "Times New Roman";">Is design being taken adequately
seriously now in healthcare? No not really. It’s definitely getting more
attention given the growing emphasis and interest in patient engagement. It is
embraced at very unique institutions like Mayo Clinic or Kaiser Permanente, or
at the real outlier, Dell Medical School, which has its own Design Institute
for Health. But by no means is it valued or acknowledged at most healthcare
delivery or medical systems. <o:p></o:p></span></span></span></div>
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<span style="mso-bookmark: OLE_LINK1;"><span style="mso-bookmark: OLE_LINK2;"><span style="font-family: Helvetica; font-size: 13.0pt; mso-bidi-font-family: "Times New Roman"; mso-fareast-font-family: "Times New Roman";">Because there is no
awareness or understanding of its importance, there are little to no resources
or personnel dedicated to support design. As a result, for those of us
interested in unleashing its power, it’s really a bottom-up process of adoption
and a strategic opportunity to bring it into the operations of a healthcare
delivery system. As I have described before, it wouldn’t occur to my
institution to hire a designer (designers in health systems make marketing
brochures, right?), so I have to leverage my status as an insider to make
change. <o:p></o:p></span></span></span></div>
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<span style="mso-bookmark: OLE_LINK1;"><span style="mso-bookmark: OLE_LINK2;"><span style="font-family: Helvetica; font-size: 13.0pt; mso-bidi-font-family: "Times New Roman"; mso-fareast-font-family: "Times New Roman";">I also have to use a
language that is familiar to the healthcare delivery system, which is the
language of quality improvement (QI), which has similarities with design
thinking, but is a discipline that is more familiar and more institutionalized
within the healthcare delivery system. QI is increasingly being embraced by
healthcare organizations given its long history in medicine, the efforts of
groups like the Institute for Healthcare Improvement for accelerating adoption
and greater public awareness, and finally because insurers are now either
rewarding health systems for providing a certain quality of care, and/or
penalizing them for substandard levels of care.<o:p></o:p></span></span></span></div>
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<span style="mso-bookmark: OLE_LINK1;"><span style="mso-bookmark: OLE_LINK2;"><span style="font-family: Helvetica; font-size: 13.0pt; mso-bidi-font-family: "Times New Roman"; mso-bidi-font-style: italic; mso-fareast-font-family: "Times New Roman";">I once had a colleague ask me about the differences I see between
quality improvement and design thinking, and this was my response:</span></span></span><span style="mso-bookmark: OLE_LINK1;"><span style="mso-bookmark: OLE_LINK2;"><span style="font-family: Helvetica; font-size: 13.0pt; mso-bidi-font-family: "Times New Roman"; mso-fareast-font-family: "Times New Roman";"><o:p></o:p></span></span></span></div>
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<span style="mso-bookmark: OLE_LINK1;"><span style="mso-bookmark: OLE_LINK2;"><i><span style="font-family: Helvetica; font-size: 13.0pt; mso-bidi-font-family: "Times New Roman"; mso-fareast-font-family: "Times New Roman";">“I think there are
many similarities between the two fields but historically, I see QI as having
been more inpatient focused and therefore more doctor/health care provider
focused (i.e. focusing on doctor problems rather than patient problems). Design
has more of a patient focus, which I think helps identify problems that are
traditionally ignored by the health system. As a diabetes doctor I also very
much support the notion of co-design in that patients with diabetes probably
know better about what solutions are most helpful to patients than the doctors.
I think patient engagement is a form of patient involvement in QI that can
bring more of the “design flavor” to QI. </span></i></span></span><span style="mso-bookmark: OLE_LINK1;"><span style="mso-bookmark: OLE_LINK2;"><span style="font-family: Helvetica; font-size: 13.0pt; mso-bidi-font-family: "Times New Roman"; mso-fareast-font-family: "Times New Roman";"><o:p></o:p></span></span></span></div>
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<span style="mso-bookmark: OLE_LINK1;"><span style="mso-bookmark: OLE_LINK2;"><i><span style="font-family: Helvetica; font-size: 13.0pt; mso-bidi-font-family: "Times New Roman"; mso-fareast-font-family: "Times New Roman";">“In design thinking
people have more of a tendency to do big picture “what would google do for
healthcare” ideation type sessions. But there is always the issue of time,
resources, and bandwidth. If I can’t deliver on the grand idea to a patient, it
feels empty to have them go through the exercise unless expectations are set
regarding the fact that you are creating a future vision (and don’t have
millions of dollars to just enact it like Google does).”</span></i></span></span><span style="mso-bookmark: OLE_LINK1;"><span style="mso-bookmark: OLE_LINK2;"><span style="font-family: Helvetica; font-size: 13.0pt; mso-bidi-font-family: "Times New Roman"; mso-fareast-font-family: "Times New Roman";"><o:p></o:p></span></span></span></div>
<div class="MsoNormal">
<br /></div>
<div class="MsoNormal">
<span style="mso-bookmark: OLE_LINK1;"><span style="mso-bookmark: OLE_LINK2;"><i><span style="font-family: Helvetica; font-size: 13.0pt; mso-bidi-font-family: "Times New Roman"; mso-fareast-font-family: "Times New Roman";">“For me, design
absolutely requires continued strategic partnership with patients. But perhaps
the question is in how broadly we define the opportunity, and what the
bandwidth and time of other team members is to do the follow through. If you
tried for something “bigger” and ambitious and/or if you increased the amount
of patient involvement, would your teams be more creative in their solutions? I
do think that we are all subject to the inertia and cynicism of the system. If
we assume that the system can’t afford to do that much, do we fail to generate
new ideas as a self-fulfilling prophecy?”</span></i></span></span><span style="mso-bookmark: OLE_LINK1;"><span style="mso-bookmark: OLE_LINK2;"><span style="font-family: Helvetica; font-size: 13.0pt; mso-bidi-font-family: "Times New Roman"; mso-fareast-font-family: "Times New Roman";"><o:p></o:p></span></span></span></div>
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<br /></div>
<div class="MsoNormal">
<span style="mso-bookmark: OLE_LINK1;"><span style="mso-bookmark: OLE_LINK2;"><span style="font-family: Helvetica; font-size: 13.0pt; mso-bidi-font-family: "Times New Roman"; mso-fareast-font-family: "Times New Roman";">Healthcare is a
complex system which requires consideration of multiple levers, including
electronic health record systems that are badly-designed, rigid
hospital/state/federal policies, recalcitrant medical professionals, shifting
payment systems, and of course patients who have historically been completely
ignored. Maybe doctors are therefore best positioned to be the designers to
advocate for change in the system.<o:p></o:p></span></span></span></div>
<div class="MsoNormal" style="mso-layout-grid-align: none; mso-pagination: none; text-autospace: none;">
<br /></div>
<div class="MsoNormal" style="mso-layout-grid-align: none; mso-pagination: none; text-autospace: none;">
<span style="mso-bookmark: OLE_LINK1;"><span style="mso-bookmark: OLE_LINK2;"><b style="mso-bidi-font-weight: normal;"><span style="font-family: Helvetica; font-size: 13.0pt; mso-bidi-font-family: Helvetica;">Richard:
</span></b></span></span><span style="mso-bookmark: OLE_LINK1;"><span style="mso-bookmark: OLE_LINK2;"><span style="font-family: Helvetica; font-size: 13.0pt; mso-bidi-font-family: Helvetica;">I’ve gotten to know some of the people at the
outlier you reference — the Dell Medical School, having worked a bit on
strategy with the head of one of its medical departments, hosted <a href="https://riander.blogspot.com/2015/11/medicine-x-austin-pop-up.html" target="_blank">a Medicine X pop-up on the University of Texas campus</a> featuring
Stacey Chang who heads the Design Institute for Health and who provided some of
my students with a service design project, and interacted with numerous others,
including Elizabeth Teisberg whose theoretical work underlies the Dell Medical School’s
“value-based” approach to health care systems. Their efforts certainly are “big
picture” and groundbreaking, as Chang has described in an article aptly named,
“<a href="https://catalyst.nejm.org/health-care-design-final-frontier/" target="_blank">Health Care - A Final Frontier for Design</a>.”<o:p></o:p></span></span></span></div>
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<br /></div>
<div class="MsoNormal" style="mso-layout-grid-align: none; mso-pagination: none; text-autospace: none;">
<span style="mso-bookmark: OLE_LINK1;"><span style="mso-bookmark: OLE_LINK2;"><span style="font-family: Helvetica; font-size: 13.0pt; mso-bidi-font-family: Helvetica;">My sense is that the U.S. healthcare system as
a whole is moving from the broken “fee-for-service” model towards a much better
“fee-for-value” model, but that move will take much longer at most places than
at the new Dell Medical School where they had the luxury of being able to
largely start from scratch. Indeed, most of those multiple levers you list pose
obstacles to such a move. I recall that according to one poll, even in Austin,
most doctors favor retention of the “fee-for-service” model. So I’m worried
that even though, as you say, doctors might be best positioned to be the
designers to advocate for change in the system, that change will be mostly
piecemeal and do little to expedite alteration of the underlying system model.<o:p></o:p></span></span></span></div>
<div class="MsoNormal" style="mso-layout-grid-align: none; mso-pagination: none; text-autospace: none;">
<br /></div>
<div class="MsoNormal" style="mso-layout-grid-align: none; mso-pagination: none; text-autospace: none;">
<span style="mso-bookmark: OLE_LINK1;"><span style="mso-bookmark: OLE_LINK2;"><span style="font-family: Helvetica; font-size: 13.0pt; mso-bidi-font-family: Helvetica;">What is your take on this? Is work towards a
different underlying model being achieved via QI? Are other doctors being
swayed by your advocacy for the mindset of “doctor as designer”? Design skills
are going to be taught to medical students at the Dell Medical School; is
altering medical education the best strategy (but will other medical schools
join in?)? Does a mindset of “doctor as designer” necessarily attune one to the
need to change the underlying system model anyway? Is a “patient as designer”
more likely to innovate outside of the “fee-for-service” box?<o:p></o:p></span></span></span></div>
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<br /></div>
<div class="MsoNormal">
<span style="mso-bookmark: OLE_LINK1;"><span style="mso-bookmark: OLE_LINK2;"><b style="mso-bidi-font-weight: normal;"><span style="font-family: Helvetica; font-size: 13.0pt; mso-bidi-font-family: Helvetica;">Joyce:</span></b></span></span><span style="mso-bookmark: OLE_LINK1;"><span style="mso-bookmark: OLE_LINK2;"><span style="font-family: Helvetica; font-size: 13.0pt; mso-bidi-font-family: Helvetica;"> </span></span></span><span style="mso-bookmark: OLE_LINK1;"><span style="mso-bookmark: OLE_LINK2;"><span style="font-family: Helvetica; font-size: 13.0pt; mso-bidi-font-family: "Times New Roman"; mso-fareast-font-family: "Times New Roman";">You raise a good point. Will progress
be so slow and so incremental that we are destined to go the way of the
neighborhood Blockbuster? Will Dell Med remain the extreme outlier to the
stagnant bell curve represented by the rest of healthcare?<o:p></o:p></span></span></span></div>
<div class="MsoNormal">
<br /></div>
<div class="MsoNormal">
<span style="mso-bookmark: OLE_LINK1;"><span style="mso-bookmark: OLE_LINK2;"><span style="font-family: Helvetica; font-size: 13.0pt; mso-bidi-font-family: "Times New Roman"; mso-fareast-font-family: "Times New Roman";">I definitely feel
caught between the two worlds. We can’t have the conversation about deep
learning transforming healthcare when we are fighting to get access to the most
basic demographic and clinical information about our patients from inside our
own EHR. We cannot contemplate the wonders of closing the loop with the
artificial pancreas when our patients can’t afford to pay for their glucose
sensors and insulin pumps or even their insulin.<o:p></o:p></span></span></span></div>
<div class="MsoNormal">
<br /></div>
<div class="MsoNormal">
<span style="mso-bookmark: OLE_LINK1;"><span style="mso-bookmark: OLE_LINK2;"><span style="font-family: Helvetica; font-size: 13.0pt; mso-bidi-font-family: "Times New Roman"; mso-fareast-font-family: "Times New Roman";">I am definitely
excited about all of the new avenues that you have mentioned for introducing
the design mindset and skills to medical students, physicians, and
patients/caregivers, but perhaps that is all that we can achieve if we don’t have
a significant investment in people, time, and resources dedicated to design. In
his annual <a href="https://designintech.report/" target="_blank">Design in Tech report</a>, John Maeda talks about the design-led venture
backed companies that have generated significant Return on Investment (ROI) in
terms of valuations, but that presupposes that those companies, because they
had founders who were designers, actually invested in design right?<o:p></o:p></span></span></span></div>
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<br /></div>
<div class="MsoNormal" style="mso-layout-grid-align: none; mso-pagination: none; text-autospace: none;">
<span style="mso-bookmark: OLE_LINK1;"><span style="mso-bookmark: OLE_LINK2;"><b style="mso-bidi-font-weight: normal;"><span style="font-family: Helvetica; font-size: 13.0pt; mso-bidi-font-family: Helvetica;">Richard:</span></b></span></span><span style="mso-bookmark: OLE_LINK1;"><span style="mso-bookmark: OLE_LINK2;"><span style="font-family: Helvetica; font-size: 13.0pt; mso-bidi-font-family: Helvetica;"> I
feel more confident of professional designers successfully innovating outside
the box of the underlying system model if they have a guiding theoretical
framework that considers the entire ecosystem, as in the case of Dell Med. That
framework can emerge from an extensive design process, but not all designers
are well-equipped to engage in such a process. And such a process is <a href="https://hbr.org/2018/09/design-thinking-is-fundamentally-conservative-and-preserves-the-status-quo" target="_blank">beyond the reach of the typical hackathon and beyond the reach of the simplified process which often characterizes what is referred to as “design thinking.”</a><o:p></o:p></span></span></span></div>
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<br /></div>
<div class="MsoNormal" style="mso-layout-grid-align: none; mso-pagination: none; text-autospace: none;">
<span style="mso-bookmark: OLE_LINK1;"><span style="mso-bookmark: OLE_LINK2;"><span style="font-family: Helvetica; font-size: 13.0pt; mso-bidi-font-family: Helvetica;">As I addressed in “<a href="https://medium.com/@Riander/the-dilemma-of-empathy-in-design-37d020c75e19" target="_blank">The dilemma of empathy in design</a>” and in <a href="https://www.eventbrite.com/e/social-table-tickets-46809914715#" target="_blank">my recent follow-up talk</a>, I also feel
more confident of professional designers successfully innovating outside the
box if they have genuinely experienced the anguish of being inside the box.
Similarly, I feel more confident of “doctors as designers” innovating outside
the “physician-centered” healthcare box if they have genuinely experienced the
anguish of it not being “patient-centered” (as in the cases of, for example, "<a href="https://www.statnews.com/2018/08/31/shekinah-elmore-cancer-doctor-patients/" target="_blank">She's worn a hospital gown. Now she wants to change how doctors perceive their patients.</a>" & "<a href="https://www.kevinmd.com/blog/2016/10/physician-experiences-medical-error-heres-story.html" target="_blank">A physician experiences a medical error. Here's her story.</a>").
So, tis probably not surprising that I also feel that the direct experience of
patients or caregivers can help them to design outside of the box, which is, I
think, consistent with your views as we discussed at the start of this
conversation.<o:p></o:p></span></span></span></div>
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<div class="MsoNormal" style="mso-layout-grid-align: none; mso-pagination: none; text-autospace: none;">
<span style="mso-bookmark: OLE_LINK1;"><span style="mso-bookmark: OLE_LINK2;"><span style="font-family: Helvetica; font-size: 13.0pt; mso-bidi-font-family: Helvetica;">Thank you for the conversation. Your work is
truly vital to the future of our healthcare system.<o:p></o:p></span></span></span></div>
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<div align="center" class="MsoNormal" style="mso-layout-grid-align: none; mso-pagination: none; text-align: center; text-autospace: none;">
<span style="mso-bookmark: OLE_LINK1;"><span style="mso-bookmark: OLE_LINK2;"><span style="font-family: Helvetica; font-size: 13.0pt; mso-bidi-font-family: Helvetica;">------ o ------<o:p></o:p></span></span></span></div>
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<span style="mso-bookmark: OLE_LINK1;"><span style="mso-bookmark: OLE_LINK2;"><span style="font-family: Helvetica; mso-bidi-font-family: Helvetica;">For more of what Joyce has been and is up to, see her website
entitled “<a href="http://www.doctorasdesigner.com/" target="_blank">Doctor as Designer</a>.” For more of what I’ve been and am up to, see <a href="http://www.oestrategy.com/" target="_blank">OE Strategy</a> and <a href="http://oestrat.blogspot.com/" target="_blank">the OE Strategy blog</a>.<o:p></o:p></span></span></span></div>
Richard I Andersonhttp://www.blogger.com/profile/03669293190263591598noreply@blogger.com0tag:blogger.com,1999:blog-8619715.post-80121888232139112542018-06-09T12:07:00.000-07:002018-09-02T17:18:56.698-07:00On Anthony Bourdain...<div style="color: #1d2129; font-family: 'Helvetica Neue', Helvetica, Arial, sans-serif; font-size: 14px; margin-bottom: 6px;">
<b><i>A version of this post has been published <a href="https://www.facebook.com/riander1" target="_blank">on Facebook</a>.</i></b></div>
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OK, my turn…</div>
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I would often stumble upon Anthony Bourdain's TV show when channel surfing. I would pause for awhile, watch him eat yet another type of food in yet another country and, as always, proclaim what wonderful food it was. Huh? This is interesting? I would then continue my channel surfing.</div>
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Then came SXSW 2016. Because I spoke at SXSW 2016, I received a Gold Badge permitting me to attend any event of the Film and Interactive Festivals, and, lo and behold, I stumbled upo<span class="text_exposed_show" style="display: inline; font-family: inherit;">n an on-stage interview of Anthony Bourdain. The huge room was packed, and I wasn’t sure I wanted to stay, but I spotted an empty chair in the back row and sat down. (In the photo below, that is Anthony in the distance, barely visible on stage in the lower right hand corner and, at left, on the big screen in the room.)</span></div>
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<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEgP0o_l8kQDujGi2BqU1OjmasNWlSc-VHzDm676q8nMRRVD1CD4zx3fV1VCCb1emdWR2R2ICo-lIFVQcBCUMOxKVyYemP_WjDvqrmed9VOcymA59w9mQYIErKpAdBj3GPYub0u4/s1600/kekeke.jpg" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" height="128" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEgP0o_l8kQDujGi2BqU1OjmasNWlSc-VHzDm676q8nMRRVD1CD4zx3fV1VCCb1emdWR2R2ICo-lIFVQcBCUMOxKVyYemP_WjDvqrmed9VOcymA59w9mQYIErKpAdBj3GPYub0u4/s400/kekeke.jpg" width="400" /></a></div>
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<span style="font-family: inherit;">Wow! I was blown away. I heard and saw in this man things one hears and sees in people all too rarely. And I began to see what his television shows were all about — something I could not detect from my prior superficial stop-ins.</span><span style="font-family: inherit;"> </span></div>
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Many people shared many wonderful stories about Anthony yesterday. One of my favorite posts appeared in the New Yorker (see "<a href="https://www.newyorker.com/culture/annals-of-gastronomy/anthony-bourdain-and-the-power-of-telling-the-truth" target="_blank">Anthony Bourdain and the Power of Telling the Truth</a>" -- the video at the end of the article is a gem).</div>
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I retweeted a tweet of mine from November of last year — one I authored after stumbling upon a sequence of his TV shows when, once again, channel surfing: </div>
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<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEjUxLYWIe9bcTZ1XEB1s4VWn2CgSaPkjtPAlMaZGtPhzDqMVzPGt-DI90JQrNv4Ch1KH-o3QeKY_QJ7l0a2m7oaowDzNE6P8llha-b8aTQeoEigsBTUBzk0kjLUemjm44KM9e5x/s1600/anth.jpg" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" height="101" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEjUxLYWIe9bcTZ1XEB1s4VWn2CgSaPkjtPAlMaZGtPhzDqMVzPGt-DI90JQrNv4Ch1KH-o3QeKY_QJ7l0a2m7oaowDzNE6P8llha-b8aTQeoEigsBTUBzk0kjLUemjm44KM9e5x/s320/anth.jpg" width="320" /></a></div>
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Obviously, that time — and every time since seeing him in person at SXSW — I didn’t pause briefly and react with indifference; instead, I stopped and soaked it all in.<br />
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A painting by <a href="http://adrianarias.com/" target="_blank">Adrian Arias</a>, inspired by Anthony Bourdain's suicide: "when the wave hits for the last time"<br />
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Richard I Andersonhttp://www.blogger.com/profile/03669293190263591598noreply@blogger.com1tag:blogger.com,1999:blog-8619715.post-52053673443659011642018-04-12T09:27:00.000-07:002018-04-13T09:05:48.390-07:00The benefits of riding the bus<div style="font-family: Helvetica; font-size: 13px; line-height: normal;">
<i><b>A version of this post has been published <a href="https://www.linkedin.com/pulse/benefits-riding-bus-richard-anderson/" target="_blank">on LinkedIn</a>.</b></i></div>
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<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEgbTDDOBdA9EZu831dn3DIrHDWG5-i_cxp43V5CuY4qiL2CeM0DAc7sbCcP6H7fPfx8n8ZV0_ol1mjj4QRzqFuKTqZYFqFeTwmIcyGmrQeeMCs4qroGBQkPStZQUeT-sDvINvZO/s1600/FullSizeRender.jpg" imageanchor="1" style="clear: left; float: left; margin-bottom: 1em; margin-right: 1em;"><img border="0" data-original-height="460" data-original-width="626" height="146" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEgbTDDOBdA9EZu831dn3DIrHDWG5-i_cxp43V5CuY4qiL2CeM0DAc7sbCcP6H7fPfx8n8ZV0_ol1mjj4QRzqFuKTqZYFqFeTwmIcyGmrQeeMCs4qroGBQkPStZQUeT-sDvINvZO/s200/FullSizeRender.jpg" width="200" /></a></div>
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I had a nice chat a week ago with a homeless person of about my age on a CapMetro bus in Austin. He showed me the suitcase, duffle bag, jacket, and novelty cane he had just pulled out of a trash bin that he said was filled with such unsold items discarded by a local business. He then told me about the difficulties he was having getting food stamps and about the stormy day recently when he and others were prevented from entering the homeless shelter because the bed bug infestation was particularly bad. He told me that I look a lot like Frazier Crane, then fell asleep, his head leaning on my shoulder. I did not mind.</div>
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I’m traveling via bus in Austin lots these days, since my car — which I’ve always had here before — is back in the San Francisco Bay Area. I use Lyft sometimes but usually only when I really need to, such as when the bus system lets me down. And it does let me down sometimes, in various ways, some unnecessary. But for the most part, it gets me reasonably close to where I want to go, and I’ve greatly benefited from the exercise I get from all the additional walking I now do.</div>
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With traffic complaints at an all-time high in Austin, perhaps more of those who could take the bus but instead choose to be a part of the traffic problem should join me. With discomfort with going to an indoor gym for exercise increasing to the point of a startup that facilitates exercise outdoors in public spaces being selected as one of the “visionary” finalists in the <a href="https://www.sxsw.com/news/2018/announcing-2018-sxsw-place-design-finalists/" target="_blank">SXSW 2018 Cities Summit Place By Design awards competition</a>, perhaps more of those who seek exercise outdoors should “<a href="https://www.linkedin.com/in/jenniferpattee/detail/treasury/summary/?entityUrn=urn%3Ali%3Afs_treasuryMedia%3A(ACoAAAF5tfgBFFb7fLjrv260kMamprcJZi6o9u8%2C50980593)" target="_blank">take back the streets</a>” and those usually empty residential sidewalks by walking to and from bus stops.</div>
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Yes, CapMetro bus seats are less comfortable than those in the car I used to drive here, the bus will sometimes lurch and bounce unexpectedly, the noise and rush of the traffic at some bus stops can be unpleasant, and taking the bus is easy to view as inconvenient, but <a href="https://www.nytimes.com/2018/02/16/opinion/sunday/tyranny-convenience.html" target="_blank">as Tim Wu recently described in The New York Times</a>:</div>
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“Today’s cult of convenience fails to acknowledge that difficulty is a constitutive feature of human experience. Convenience is all destination and no journey. But climbing a mountain is different from taking the tram to the top, even if you end up in the same place. We are becoming people who care mainly or only about outcomes. We are at risk of making most of our life experiences a series of trolley rides.”</blockquote>
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Yes, a CapMetro customer will sometimes ride the bus with people who are homeless or are of some other group he or she prefers to avoid. “Go out the front door,” yelled someone sitting near the rear door at a homeless person about to exit a bus I was on recently; “he smells” he then said to me, responding to my glare. But these people are human beings. <a href="https://schedule.sxsw.com/2018/events/PP73439" target="_blank">At SXSW 2018, Steve Selzer argued</a> that in today’s increasingly frictionless world, it’s easier than ever to avoid confrontation; products and services we prefer to use are isolating us from different perspectives and experiences, helping to make us less empathetic and resilient people.</div>
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<tr><td class="tr-caption" style="text-align: center;"><span style="font-family: "helvetica"; font-size: 13px;">Slide from Steve Selzer’s SXSW 2018 presentation</span></td></tr>
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Indeed, it is frighteningly easy to marginalize others in our society, <a href="http://myreallifeunnecessarynightmare.blogspot.com/2015/12/why-is-it-so-easy-to-forget.html" target="_blank">even when one was once similarly marginalized</a>. And it is frighteningly easy to succumb to the “<a href="https://www.nytimes.com/2018/02/16/opinion/sunday/tyranny-convenience.html" target="_blank">tyranny of convenience</a>” and the emotional design and marketing that keeps people in their cars or attracts people to more hip means of outdoor exercise.</div>
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Yes, the bus system has its flaws, some that could and need to be fixed, but it also has its benefits, some that might even be significantly life changing, for one’s self and for others.</div>
Richard I Andersonhttp://www.blogger.com/profile/03669293190263591598noreply@blogger.com0tag:blogger.com,1999:blog-8619715.post-59255768740402304082018-02-18T12:38:00.000-08:002018-04-12T09:30:17.663-07:00Is it ethical for designers to function as activists when practicing their profession? If so, when? If so, how?<div style="font-family: Helvetica; font-size: 13px; line-height: normal;">
<b><i>A version of this post has been published on <a href="https://medium.com/ixda/is-it-ethical-for-designers-to-function-as-activists-when-practicing-their-profession-ce9734951190" target="_blank">IxDA's Medium site</a>.</i></b></div>
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(about my talk at the <a href="http://edusummit.ixda.org/" target="_blank">Interaction Design Education Summit</a> during interaction 18 in Lyon France -- February 2018)</div>
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Definitions of the type of design we practice and many of the labels increasingly applied to it (e.g., human-centered design, purpose-driven design, design through collective action, …), the missions and proclamations of many of it’s professional organizations (including IxDA) and more and more of the institutions where it is taught and of the design organizations where it is practiced, the types of projects designers are increasingly choosing (e.g., working on “wicked social problems”), and the nature of the codes of ethics increasingly advocated for designers suggest a strong commitment to activism. </div>
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But activists (tend to) approach a problem with a solution in mind and engage in a variety of activities to see that that solution is implemented. Designers, on the other hand, (supposedly) approach a problem with no solution in mind, and ultimately (should) advocate for whatever solution emerges from a design process influenced by a multitude of constraints. Is it unethical for a designer to function as an activist?</div>
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Indeed, design is most often practiced in a context which at best puts community interests at parity with client interests. Is design inherently an unethical profession?</div>
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Katherine McCoy wrote this about design education in 1993: “<span style="font-kerning: none;">We must stop inadvertently training our students to ignore their convictions and be passive economic servants. Instead, we must help them to clarify their personal values and to give them the tools to recognize when it is appropriate to act on them.” Has that happened? What are those tools and when and how should they be applied? When is it ethical for designers to function as activists when practicing their profession?</span></div>
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<span style="font-kerning: none;">As Joe Edelman proclaimed during the closing plenary of this Summit, we have reached a social crisis brought on by design concepts that are most often taught. In my view, there is much that should be taught (and applied) instead, in addition, and/or more often to address this crisis and to help address and avoid others.</span></div>
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<span style="font-kerning: none;">According to Ann Thorpe, design as activism can take the form of resistance or protest (as activism is commonly viewed) or can be generative (and often less negatively perceived) via creating alternatives more appealing than the status quo. In my view, there is a need for more and the use of additional or more desirable ways of both; there are more times and additional or more desirable ways to be assertive, and there are more times and additional or more desirable ways to identify the need for and to create alternatives that are in a client’s — and the community’s or even humanity’s — best interests. In my talk, I identified some of these times and some of these ways, as well as ways to help design students clarify their personal values; I included pointers to further information in all cases, but will be elaborating on all of these and others in upcoming writing, talks, teaching, and workshops.</span></div>
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<span style="font-kerning: none;">Contact me at <a href="mailto:riander@oestrategy.com">riander@oestrategy.com</a> (and follow me at <a href="https://twitter.com/Riander" target="_blank">@riander on Twitter</a>) if you want help with (or want to help me with) the identification, design, and teaching of how and when designers should function as activists when practicing their profession.</span></div>
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<span style="font-kerning: none;">Richard Anderson is a human-centered design practice, management, & strategy consultant. He has led design disciplines in three consultancies, held other leadership/management roles, and freelanced for multiple companies. He is presently Principal of <a href="http://www.oestrategy.com/" target="_blank">OE Strategy</a>, providing services to organizations seeking to make a positive difference in the world.</span></div>
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<span style="font-kerning: none;">Richard was Editor-in-Chief of <i>interactions</i> magazine, helped start and grow numerous HCI communities around the world, has organized and moderated numerous design events, and writes and speaks often about the need for change in the design profession and the need for applying design to wicked social problems (with particular attention to healthcare, homelessness, and ageism). He has taught at the University of California, the Academy of Art University, General Assembly, and multiple conferences and companies. He is now on the faculty of the <a href="http://www.ac4d.com/" target="_blank">Austin Center for Design</a>, splitting time between Austin and the San Francisco Bay Area.</span></div>
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Richard I Andersonhttp://www.blogger.com/profile/03669293190263591598noreply@blogger.com0tag:blogger.com,1999:blog-8619715.post-71782045113575358302017-12-21T22:05:00.002-08:002017-12-21T22:59:21.025-08:00Ah, to truly dance through life…<div style="line-height: normal;">
<span style="font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;"><i><b>A version of this post has been published <a href="https://www.facebook.com/riander1/posts/10156065307353384?pnref=story" target="_blank">on Facebook</a>.</b></i></span></div>
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<span style="font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;">I fell in love with “contemporary ballet” when I first saw a performance by Alonzo King’s LINES Contemporary Ballet many years ago in San Francisco. And I especially fell in love with LINES, which has dropped the word “contemporary” from their name, though I’ve never seen them perform anything “classical.” They just never disappoint. Indeed, they inspire, move, challenge, excite, awe, and all sorts of other fantastic things!</span></div>
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<span style="font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;">Dance has mattered much to me for years, beginning with learning how to dance from watching American Bandstand on TV. When I was a student teacher at Ames High School, I’d occasionally go sit in the back of the auditorium between classes watching students participate in the school’s excellent dance program while wishing I had had access to such a program when I was a high school student. Many years later, a large photo of Mikhail Baryshnikov adorned my bedroom wall. And the best Christmas present I ever received was a pair of ballet slippers from my then wife, a gift given to me, she said, because I dance through life; wow!</span></div>
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<span style="font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;">I reconnected with LINES in November when I attended a performance by students in the Alonzo King LINES Ballet BFA program at Dominican University in San Rafael. Later last month, I attended an amazing contemporary dance salon in San Francisco organized by RAWdance (as I described in a prior FB post). Then back to LINES two weeks ago with an even more amazing performance — the winter showcase of students in the LINES 2-year intensive training program for pre-professional dancers. What made these wonderful performances extra special was their intimacy; for the latter two performances, I was right there on the level with and within reach of the dancers (as suggested by the photo from the winter showcase). Such proximity to the orchestra and chorus (see other photo) at the Sing It Yourself Messiah at the Southern Pacific Brewing Company this past Sunday made that experience extra special as well; by the way, I’ve always considered Handel’s Messiah to be dance music! And along with the close proximity at these performances: conversations with the artists. Yum! True immersion. And real rather than provided via VR goggles. Yum!</span></div>
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<span style="font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;">Ah, to truly dance through life…</span></div>
Richard I Andersonhttp://www.blogger.com/profile/03669293190263591598noreply@blogger.com0tag:blogger.com,1999:blog-8619715.post-13985751080214503532017-12-13T12:01:00.000-08:002017-12-13T12:13:24.776-08:00On the importance of theory to design practitioners — Jon Kolko & Richard Anderson in conversation<div class="graf graf--p graf-after--h3" id="196f" name="196f" style="--baseline-multiplier: 0.17; --x-height-multiplier: 0.375; color: rgba(0, 0, 0, 0.843137); font-family: medium-content-serif-font, Georgia, Cambria, 'Times New Roman', Times, serif; letter-spacing: -0.003em; line-height: 1.58; margin-top: 10px;">
<b><i>A version of this post has been published <a href="https://medium.com/@Riander/on-the-importance-of-theory-to-design-practitioners-jon-kolko-richard-anderson-in-conversation-d6cbdc17f0c7" target="_blank">on Medium</a>.</i></b><br />
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When Jon Kolko and I were the Editors-in-Chief of <a class="markup--anchor markup--p-anchor" data-href="http://interactions.acm.org" href="http://interactions.acm.org/" rel="noopener nofollow nofollow noopener" style="background-image: linear-gradient(rgba(0, 0, 0, 0.682353) 50%, rgba(0, 0, 0, 0) 50%); background-position: 0px 1.07em; background-repeat: repeat no-repeat; background-size: 2px 0.1em; color: inherit; text-decoration: none;" target="_blank"><em class="markup--em markup--p-em" style="font-feature-settings: 'liga' 1, 'salt' 1;">interactions </em>magazine</a>, we would end most issues with <a class="markup--anchor markup--p-anchor" data-href="http://riander.blogspot.com/2008/08/on-innovation-appropriateness.html" href="http://riander.blogspot.com/2008/08/on-innovation-appropriateness.html" rel="nofollow noopener nofollow noopener" style="background-image: linear-gradient(rgba(0, 0, 0, 0.682353) 50%, rgba(0, 0, 0, 0) 50%); background-position: 0px 1.07em; background-repeat: repeat no-repeat; background-size: 2px 0.1em; color: inherit; text-decoration: none;" target="_blank">a “cafe” conversation on topics of relevance to that issue’s content</a>. We thought we’d resurrect such conversations on topics of relevance to the world of design today. This is our second such resurrection.</div>
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<span class="markup--strong markup--p-strong" style="font-weight: 700;">Richard</span>: Not long ago, I was being interviewed for an opportunity to design and deliver workshops and (other) educational activities to enable multidisciplinary teams to (more) effectively use design and design thinking in their work. I’ve done lots of this type of work during my career, I enjoy it, and I’m very good at it, and I was delighted by the nature of the company with which I was discussing the opportunity. But the hiring manager knew that I had recently taught the advanced theory course at the <a class="markup--anchor markup--p-anchor" data-href="http://www.ac4d.com" href="http://www.ac4d.com/" rel="nofollow noopener" style="background-image: linear-gradient(rgba(0, 0, 0, 0.682353) 50%, rgba(0, 0, 0, 0) 50%); background-position: 0px 1.07em; background-repeat: repeat no-repeat; background-size: 2px 0.1em; color: inherit; text-decoration: none;" target="_blank">Austin Center for Design</a> (AC4D), and she repeatedly emphasized that no theory was to be taught at the company and later confirmed that she was afraid that I would insist on doing so.</div>
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You established the two theory courses that are a part of the AC4D curriculum, and you’ve written about the importance of teaching theory to design students. But is there no place for theory in a professional work environment?</div>
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<span class="markup--strong markup--p-strong" style="font-weight: 700;">Jon</span>: I’ve never understood why practitioners make such a big deal about learning theory; it’s as if knowing the history, ethics, or philosophy behind your profession somehow makes you bad at actually doing the work!</div>
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I also see theory as akin to business writing; I don’t think people would argue that those who read BusinessWeek or Harvard Business Review are somehow being too academic, yet that’s what we do with design theory. Part of that is our own fault; design theory is heady stuff, often using overly sophisticated language that bullies a reader. But the style aside, the writing is critical for acting as a foundation for work.</div>
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When I talk to some of my alumni, they describe that their education grounded in theory gives them a reason to go to work — it provides them with a level of substance for justifying both their individual design decisions as well as their project and career selection criteria. That is, without a theoretical scaffold to guide decision making, all decisions are equal — and that means there’s no way to decide if a project is worth your time or not.</div>
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I do know that there are some academics who venture into practice and are surprised that their intellectual rigor alone (without practitioner skills) falls flat. That seems equally naïve to me. It’s hard to claim to be a designer without being able to actually design things.</div>
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<a class="markup--anchor markup--p-anchor" data-href="http://www.jonkolko.com/writingWhyITeachTheory.php" href="http://www.jonkolko.com/writingWhyITeachTheory.php" rel="nofollow noopener" style="background-image: linear-gradient(rgba(0, 0, 0, 0.682353) 50%, rgba(0, 0, 0, 0) 50%); background-position: 0px 1.07em; background-repeat: repeat no-repeat; background-size: 2px 0.1em; color: inherit; text-decoration: none;" target="_blank">I’ve written a little about this before</a> and my biggest personal reflection is that if I hire someone without a deep theoretical understanding of our profession, I’m hiring a set of hands. Sometimes, I want a set of hands to creative direct — someone who can make things, and I can tell them what to make and often how to make it. But that’s not what I want for my alumni. I want them to be in strategic roles where they make decisions, and to have confidence that the decisions they are making are sound.</div>
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Did the hiring manager you spoke with add any more details about why she was so afraid, or did you get a sense for where that fear comes from?</div>
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<span class="markup--strong markup--p-strong" style="font-weight: 700;">Richard: </span>I think many people don’t understand the full extent of what design theory is, let alone its importance to practice.</div>
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Consider my interaction with Christina Wodtke — who cares about, writes about, and teaches both theory and practice (and who doesn’t shy away from public Twitter debates) — on Twitter a couple of months ago:</div>
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<span style="letter-spacing: -0.003em;">What makes theory “theory”? What makes theory “important” or “useful”? I think if people better understood the answers to these questions, fewer people would fear theory.</span></div>
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<span class="markup--strong markup--p-strong" style="font-weight: 700;">Jon</span>: Design theory is a way of explaining design. It’s a point of view or perspective, often gathered through research or observation of human-built phenomena. Design is not science; our consideration is not with the natural world, but with the human-created world. That means we can study and discuss various perspectives on the role of technology in shaping culture, in the qualities of rich and useful experiences, or on the way designers work and think.</div>
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For example, Paul Dourish’s article “<a class="markup--anchor markup--p-anchor" data-href="http://www.dourish.com/publications/2004/PUC2004-context.pdf" href="http://www.dourish.com/publications/2004/PUC2004-context.pdf" rel="nofollow noopener" style="background-image: linear-gradient(rgba(0, 0, 0, 0.682353) 50%, rgba(0, 0, 0, 0) 50%); background-position: 0px 1.07em; background-repeat: repeat no-repeat; background-size: 2px 0.1em; color: inherit; text-decoration: none;" target="_blank">What We Talk About When We Talk About Context</a>” offers perspectives on the context of digital technology. Context, in this case, doesn’t mean the physical environment, but the social environment in which an innovation is found. He presents several alternative perspectives on how technology is presented to the world. One is the positivist approach, which is derived from a logical, rationalist way of viewing the world. This says that social phenomenon can be observed, simplified into modeled patterns, and then modeled.</div>
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Compare this to the phenomenological approach, which thinks of society as something that is always negotiated and ever-changing, and that the context of digital technology is based on our observation of it (and our integration of it into our lives).</div>
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This seems highly academic, until you think about the emerging fields of machine learning. Machine learning attempts to train models about human behavior with large datasets, and drives towards a predictive model about how people do things. It’s typically based on a fundamental belief that human behavior <em class="markup--em markup--p-em" style="font-feature-settings: 'liga' 1, 'salt' 1;">can</em> be modeled successfully — a positivist approach.</div>
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But people do strange and often unpredictable things that can’t be modeled. When they talk to Alexa, they know things it doesn’t. They know, for example, that people in a room prefer different styles of music and may argue and fight over what’s played; that people change their minds; that people get drunk and act on impulse, and later regret it; that people hold grudges, make irrational decisions, and harbor resentment towards one another.</div>
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A phenomenological approach to technology would take a stance that not only can this not be modeled in a rational sense, but that it <em class="markup--em markup--p-em" style="font-feature-settings: 'liga' 1, 'salt' 1;">shouldn’t</em> be modeled because it will lead to a disjoint and broken relationship between people and technology.</div>
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These perspectives have real-world implications on the types of projects designers take on, the places they work, the design decisions they make when working on digital technology, and the strategic business considerations companies make related to the changing wants and needs of the market.</div>
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Theory informs practice. Without knowing the types of things described above, decisions are still made, but they are made with a less informed, less thoughtful consideration. I want my students to be considered in the choices they make.</div>
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<span class="markup--strong markup--p-strong" style="font-weight: 700;">Richard: </span>A point that I want to emphasize is that design theory need not “seem academic” or even be called (design) theory or appear where one might first think to look, which is well-reflected, I think, in many of the other readings assigned for AC4D’s two theory courses. For example, Emily Pillotin’s “<a class="markup--anchor markup--p-anchor" data-href="https://dl.acm.org/citation.cfm?id=1744173&dl=ACM&coll=DL" href="https://dl.acm.org/citation.cfm?id=1744173&dl=ACM&coll=DL" rel="nofollow noopener" style="background-image: linear-gradient(rgba(0, 0, 0, 0.682353) 50%, rgba(0, 0, 0, 0) 50%); background-position: 0px 1.07em; background-repeat: repeat no-repeat; background-size: 2px 0.1em; color: inherit; text-decoration: none;" target="_blank">Depth Over Breadth: Designing For Impact Locally and For The Long Haul</a>” — which you assigned and which Emily wrote for us when we were Editors-in-Chief of interactions magazine — is readily accessible, accompanied by examples of her work explaining its applicability to practice. Much of what Ian Bogost writes for The Atlantic is design theory, including the recent “<a class="markup--anchor markup--p-anchor" data-href="https://www.theatlantic.com/technology/archive/2017/02/the-singularity-in-the-toilet-stall/517551/" href="https://www.theatlantic.com/technology/archive/2017/02/the-singularity-in-the-toilet-stall/517551/" rel="nofollow noopener" style="background-image: linear-gradient(rgba(0, 0, 0, 0.682353) 50%, rgba(0, 0, 0, 0) 50%); background-position: 0px 1.07em; background-repeat: repeat no-repeat; background-size: 2px 0.1em; color: inherit; text-decoration: none;" target="_blank">Why Nothing Works Anymore</a>” which I assigned to be read for AC4D’s advanced theory course though, in it, Ian argues that design isn’t so much at fault. Harvard Business Review, which you mentioned earlier, contains design theory, including things you have written and “<a class="markup--anchor markup--p-anchor" data-href="https://hbr.org/2011/01/the-big-idea-creating-shared-value" href="https://hbr.org/2011/01/the-big-idea-creating-shared-value" rel="nofollow noopener" style="background-image: linear-gradient(rgba(0, 0, 0, 0.682353) 50%, rgba(0, 0, 0, 0) 50%); background-position: 0px 1.07em; background-repeat: repeat no-repeat; background-size: 2px 0.1em; color: inherit; text-decoration: none;" target="_blank">Creating Shared Value</a>” by Michael Porter and Mark Kramer (which I assigned) which has dramatic implications for what design(ers) could and should be doing in major corporations.</div>
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I’m a big fan of Twitter, and I include tweets a lot in my talks, teaching, and writing, and many of those tweets (including many I choose to retweet) and many others I see daily include design theory. Even my Twitter exchange with Christina Wodtke (see above) includes (i.e., not just points to) design theory.</div>
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In my view, your writing — which you referenced above and which I referenced in my exchange with Christina — on why you teach theory includes design theory. Design critique — about which you’ve written lots and which is a critical part of good design practice — relies heavily on design theory.</div>
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Reign me in, if you think such is appropriate. But in my view, any design practice reflects design theory, and it is important to acknowledge and understand that. Practice and theory are intimately intertwined.</div>
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<span class="markup--strong markup--p-strong" style="font-weight: 700;">Jon: </span>They are. But, and maybe this is a shift from what I mentioned above, I can empathize why a hiring manager may be reluctant to hire someone who calls themselves a theorist or overly references theory, because sometimes those people value argument (and often for its own sake, not for a larger purpose) over making.</div>
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I’ll offer you a case in point; there’s a mailing list called <a class="markup--anchor markup--p-anchor" data-href="https://www.jiscmail.ac.uk/cgi-bin/webadmin?A0=PHD-DESIGN" href="https://www.jiscmail.ac.uk/cgi-bin/webadmin?A0=PHD-DESIGN" rel="nofollow noopener" style="background-image: linear-gradient(rgba(0, 0, 0, 0.682353) 50%, rgba(0, 0, 0, 0) 50%); background-position: 0px 1.07em; background-repeat: repeat no-repeat; background-size: 2px 0.1em; color: inherit; text-decoration: none;" target="_blank">the PHD-Design mailing list</a>. I highly recommend it, because it has wonderful content — and also because at many times, it is outright hilarious. The content often becomes a caricature of academia. I’ll offer you this excerpt from a thread from October, entitled “Can we learn from books?”</div>
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<em class="markup--em markup--p-em" style="font-feature-settings: 'liga' 1, 'salt' 1;">“We can learn something from books. The “we” is important to the question (omitted when one ask whether books contain a thing). What we learn has much to do with how open we are to allow the printed characters to resonate with what we already know and are willing to re-examine, expand or take in.”</em></div>
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The comment is ridiculous; the thread is ridiculous; the idea that anyone needs to spend time talking seriously about “if we learn from books” is ridiculous. But, for many, this is “theory” — this is what practitioners imagine academics spend their time doing and worrying about. I don’t think this is what academics spend their time doing, generally, but this is what hands-on, in-the-trenches designers see and judge.</div>
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And so from that perspective, and back to your very first question (“But is there no place for theory in a professional work environment?”), I’ll offer: yes, there is, and there should be plenty of it. But as an academic, I need to understand how pontification is viewed by practitioners, and ratchet my behavior up or down depending on the context. Over time, I can shift the perspective of my team or client by delivering great work with a thoughtful underlying theory. But in the context of a real world design problem, intellectualism without the substantiation of tangible design artifacts is just noise.</div>
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<span class="markup--strong markup--p-strong" style="font-weight: 700;">Richard</span>: Fortunately, I’m not prone to pontification. (We’re not pontificating in this piece, are we? 😉) Nor have I ever called myself a theorist, and in the context of the interview I mentioned at the start of this piece, never once referenced theory or a desire to teach it. Indeed, I’ve taught theory rarely, other than to the extent that theory is always being taught when teaching practice because of how the two are intimately intertwined.</div>
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My concern is that theory and its relevance to practice isn’t understood, and hence any association with theory prompts fear and concern among many practitioners. In my view (and I think in yours), practitioners need to attend to theory more explicitly in their work, or, as we addressed in “<a class="markup--anchor markup--p-anchor" data-href="https://medium.com/@Riander/on-the-relationship-between-design-and-activism-jon-kolko-in-conversation-with-richard-anderson-a7914657b0f4" href="https://medium.com/@Riander/on-the-relationship-between-design-and-activism-jon-kolko-in-conversation-with-richard-anderson-a7914657b0f4" style="background-image: linear-gradient(rgba(0, 0, 0, 0.682353) 50%, rgba(0, 0, 0, 0) 50%); background-position: 0px 1.07em; background-repeat: repeat no-repeat; background-size: 2px 0.1em; color: inherit; text-decoration: none;" target="_blank">On the relationship between design and activism</a>,” risk ignoring or even knowing their convictions and, hence, risk just being passive economic servants.</div>
Richard I Andersonhttp://www.blogger.com/profile/03669293190263591598noreply@blogger.com0tag:blogger.com,1999:blog-8619715.post-34274385367287182912017-11-27T15:54:00.000-08:002017-11-28T08:34:48.226-08:00Yet another dilemma<div style="font-family: Helvetica; font-size: 13px; line-height: normal;">
<b><i>A version of this post has been published <a href="https://www.linkedin.com/pulse/yet-another-dilemma-richard-anderson/" target="_blank">on LinkedIn</a>.</i></b></div>
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<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEgY7txle-U83_w2yxKh6OUjhQeJh72EjvbWWXVpHLUG8qb6P85syLV5xX-4DFyyIvUMrpOr6Jff7h3EKO2SzTvMQ_Dcg6GGImCnK52P2uZcRnlQ5SYI257zaLmOt63bqHSSoH7H/s1600/zxc.jpg" imageanchor="1" style="clear: right; float: right; margin-bottom: 1em; margin-left: 1em;"><img border="0" data-original-height="1186" data-original-width="954" height="200" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEgY7txle-U83_w2yxKh6OUjhQeJh72EjvbWWXVpHLUG8qb6P85syLV5xX-4DFyyIvUMrpOr6Jff7h3EKO2SzTvMQ_Dcg6GGImCnK52P2uZcRnlQ5SYI257zaLmOt63bqHSSoH7H/s200/zxc.jpg" width="160" /></a></div>
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Two weeks ago, I went to an evening event at Thumbtack, a company that occupies space in the same building as Twitter’s headquarters on Central Market in downtown San Francisco. Since I arrived early, I walked through the upscale grocery store on the street level that includes multiple “highly personalized dining experiences.” More words from <a href="http://www.visitthemarket.com/about-the-market/" target="_blank">The Market’s website</a>:</div>
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“We strive to create a shared, sensory food experience that connects you and the ones you love to our community by celebrating the best local purveyors and the real food they provide. We are investing in the health of the community.”</div>
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The place is impressive and most inviting, and I pondered when I might return as a customer.</div>
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All of this sits on the edge of the Tenderloin district, an area of San Francisco known as it’s sketchiest neighborhood: high in crime, it’s hub of homelessness, and a high concentration of SROs. (<a href="https://www.merriam-webster.com/dictionary/SRO" target="_blank">An SRO</a>: “a house, apartment building, or residential hotel in which low-income or welfare tenants live in single rooms.”) I’ve spent quite a bit of time in the Tenderloin and had walked through some of the neighborhood on a couple of occasions only a few days earlier on sidewalks filled with marginalized people. A month prior, I had walked on the nearby, equally notorious 6th Street going to and from another evening professional event that drew almost no one; the organizers were from out of town and were unaware of the nature of environment and its likely effect on attendance.</div>
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While many look down on and fear those who live on the street in the area, I do not. Indeed, I am in awe of how so many people can survive in such conditions. But such people have little hope of eating food of the quality offered at The Market. Perhaps most have little hope of eating food of any acceptable level of quality. Yet, they walk and live on the streets just outside The Market’s doors.</div>
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A few years ago when the building to house Twitter’s headquarters was under construction, I participated in a weekend design jam focused on “How to improve access to fresh and affordable foods for Central Market / Tenderloin residents.” This was part of a city-sponsored effort “to provide opportunities for government and citizens to work together by connecting civic challenges to community problem-solvers” and “built out of the belief that the best way to tackle challenges that affect the community is <i>with</i> the community.” I was delighted to participate.</div>
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As is common, participants were divided into small teams. <span style="font-kerning: none;">My team included a current Tenderloin SRO resident, a current Tenderloin non-SRO resident, a guy who was homeless in NYC a couple years prior, and a business analyst. And the proposal we generated (complete with business plan) involved putting a grocery store on the street level of the Twitter building that would cater to both the building’s occupants (expected to be mostly people who would be well off and did not live in the neighborhood) and the Tenderloin residents — a store that additionally would provide services that would help both groups to meet each other and interact in meaningful ways.</span></div>
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<span style="font-kerning: none;">Two weeks ago, I saw no evidence — and am otherwise unaware — that anything resembling what we proposed was adopted.</span></div>
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The event that I attended later that evening — a workshop on becoming an ally for diversity in the workplace — was terrific. Indeed, it gave me several ideas for what I might do to help stop ageism in the workplace (which is of particular importance to me), and the workshop leader later offered to work with me on such an effort.</div>
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Topping off the evening was a delicious meal, including an incredible beef <span style="color: #232323; font-kerning: none;">bourguignon</span>, healthy salads, and excellent wine. It was so good that I had seconds. Twas an excellent evening, and it was all free. </div>
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But all the while, I was thinking of the many people living on the streets just downstairs in need of such an excellent evening — at least access to the edible components that I consumed at the event or salivated over at The Market (and supposedly invested in the health of the community) — more than me.</div>
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(The image is a photo I took that evening of a hallway on the street level of the Twitter headquarters building.)</div>
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I’ve written about marginalized communities (including the homeless) before. See, for example, “<a href="http://myreallifeunnecessarynightmare.blogspot.com/2011/07/reflections-on-gratitude.html" target="_blank">Reflections on gratitude</a>,” “<a href="http://myreallifeunnecessarynightmare.blogspot.com/2015/12/why-is-it-so-easy-to-forget.html" target="_blank">Why is it so easy to forget?</a>”, and “<a href="https://medium.com/@Riander/the-dilemma-of-empathy-in-design-37d020c75e19" target="_blank">The dilemma of empathy in design</a>.”</div>
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And I’ve written about ageism: “<a href="https://medium.com/indian-thoughts/my-best-work-lies-ahead-of-me-8748bda3f82e" target="_blank">My best work lies ahead of me</a>.”</div>
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I also tweet lots about both (see <a href="https://twitter.com/Riander" target="_blank">@riander</a>). LMK of ideas or opportunities to attend to either or other wicked problems (e.g., our broken healthcare system) of possible interest to me (see <a href="http://www.oestrategy.com/" target="_blank">OE Strategy</a>).</div>
Richard I Andersonhttp://www.blogger.com/profile/03669293190263591598noreply@blogger.com2tag:blogger.com,1999:blog-8619715.post-4055212593930018962017-09-03T14:07:00.000-07:002017-11-27T15:54:28.223-08:00On the relationship between design and activism — Jon Kolko in conversation with Richard Anderson<div class="graf graf--p" name="b40a">
<b><i>A version of this post has been published <a href="https://medium.com/@Riander/on-the-relationship-between-design-and-activism-jon-kolko-in-conversation-with-richard-anderson-a7914657b0f4" target="_blank">on Medium</a>.</i></b></div>
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<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEhkDgBDNfyZtZcjwoXlYJ42X3K6Pcr0Da9BhjRPbhGDnJIpack5HKke5pdC_CI3yFrnEPEI78QyLJeIZlI_lSmHgmzdU4Dzkqk78W_FNIzgm_vw3aiH83_8Ee3JyGMhBvd0iFTD/s1600/eqqqq.jpg" imageanchor="1" style="clear: left; float: left; margin-bottom: 1em; margin-right: 1em;"><img border="0" data-original-height="868" data-original-width="998" height="173" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEhkDgBDNfyZtZcjwoXlYJ42X3K6Pcr0Da9BhjRPbhGDnJIpack5HKke5pdC_CI3yFrnEPEI78QyLJeIZlI_lSmHgmzdU4Dzkqk78W_FNIzgm_vw3aiH83_8Ee3JyGMhBvd0iFTD/s200/eqqqq.jpg" width="200" /></a></div>
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When Jon Kolko and I were the Editors-in-Chief of <a class="markup--anchor markup--p-anchor" data-href="http://interactions.acm.org" href="http://interactions.acm.org/" rel="noopener" target="_blank"><em class="markup--em markup--p-em">interactions</em> magazine</a>, we would end most issues with <a class="markup--anchor markup--p-anchor" data-href="http://riander.blogspot.com/2008/08/on-innovation-appropriateness.html" href="http://riander.blogspot.com/2008/08/on-innovation-appropriateness.html" rel="noopener" target="_blank">a “cafe” conversation on topics of relevance to that issue’s content</a>. We thought we’d resurrect such conversations on topics of relevance to the world of design today.</div>
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This first piece might be a little heavy on the quotations — vastly moreso than one would expect of a conversation in an actual café, but I think all the quotations are pertinent and beneficial. Plus, we reserve the right to play fast and loose with the café metaphor, just as some of us might be playing fast and loose with the concept of activism (which Jon argues might not be a good thing).</div>
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<strong class="markup--strong markup--p-strong">Richard</strong>: I’ve been thinking a lot lately about the relationship between design and activism, as reflected in a panel I assembled and moderated during San Francisco Design Week in June entitled, “Are designers becoming the new activists?”, <a class="markup--anchor markup--p-anchor" data-href="https://medium.com/@Riander/are-designers-becoming-the-new-activists-9bbc46ffe576" href="https://medium.com/@Riander/are-designers-becoming-the-new-activists-9bbc46ffe576" target="_blank">the Medium post I wrote about the topic and that panel</a>, and the SXSW 2018 panel I hope to moderate on the topic.</div>
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To me, human-centered design is, itself, a form of activism by definition, but there was considerable disagreement on the SF panel on the ethics of designers being activists in their role as designers. What is your take on this topic? You founded the <a class="markup--anchor markup--p-anchor" data-href="http://www.ac4d.com" href="http://www.ac4d.com/" rel="noopener" target="_blank">Austin Center for Design</a> (AC4D) where students learn design focusing on “humanitarian problems,” “problems that matter,” “to change human behavior and improve the world.” Is AC4D about activism? Is or should design be a form of activism?</div>
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<strong class="markup--strong markup--p-strong">Jon</strong>: There’s precedent of viewing design as a force for subversive cultural change. Carl DiSalvo’s <a class="markup--anchor markup--p-anchor" data-href="https://mitpress.mit.edu/books/adversarial-design" href="https://mitpress.mit.edu/books/adversarial-design" rel="noopener" target="_blank">Adversarial Design</a> is a great text describing how design can be purposefully political, and <a class="markup--anchor markup--p-anchor" data-href="https://mitpress.mit.edu/books/speculative-everything" href="https://mitpress.mit.edu/books/speculative-everything" rel="noopener" target="_blank">the work of Dunne and Raby</a> has explored design fictions that — described as speculative — are sometimes dark and politically-charged futures. Adversarial, discursive, speculative, design fiction: these are all design philosophies that overlap around the idea of provocation, or design intended to make us question and rethink the world around us.</div>
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But I think in many ways, all design can be a form of activism — a form of bringing about political change. Design proliferates into our lives. The results of design process are all around us in physical form, from chairs to computers to cars and trucks. The results are all around us in behavior change, too. People on trains staring at their phones instead of staring at newspapers, people ordering items delivered to their house instead of going to stores, people dating by swiping left or right. These were all designed and that design is a representative of an underlying design philosophy. The majority of this is driven by profit, which some may argue isn’t a political act. But, for better or worse, profit and politics are intertwined, and unleashing any designed artifact, service, or interaction into the world is to take and argue for a <em class="markup--em markup--p-em">way that society should be</em>.</div>
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I realize this isn’t what most people think of, when they think of activism: most probably imagine protests and picketing, fists in the air, signs and banners. Design shapes society in a quieter, or gradual manner, and that’s probably part of the problem with it. It’s silent, subtle, and we can ignore it until one day we realize our society has changed and we’ve changed with it.</div>
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I suppose in that way, the writing of <a class="markup--anchor markup--p-anchor" data-href="https://en.wikipedia.org/wiki/Victor_Papanek" href="https://en.wikipedia.org/wiki/Victor_Papanek" rel="noopener" target="_blank">Victor Papanek</a> was some of the first “activism literature” for designers, recognizing the negative qualities of mass production and calling attention to these qualities. I’ll quote in full some of my favorite paragraphs from his writing:</div>
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<em class="markup--em markup--p-em">“There are few professions more harmful than industrial design, but only a very few of them. And possibly only one profession is phonier. Advertising design, in persuading people to buy things they don’t need, with money they don’t have, in order to impress others who don’t care, is probably the phoniest field in existence today. Industrial design, by concocting the tawdry idiocies hawked by advertisers, comes a close second.</em></div>
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<em class="markup--em markup--p-em">Never before in history have grown men [and women] sat down and seriously designed electric hairbrushes, rhinestone-covered shoehorns, and mink carpeting for bathrooms, and then drawn up elaborate plans to make and sell these gadgets to millions of people. Before, (“in the good old days”) if a person liked killing people, he had to become a general, purchase a coal mine, or else study nuclear physics. Today, industrial design has put murder on a mass production basis.</em></div>
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<em class="markup--em markup--p-em">By designing criminally unsafe automobiles that kill or maim nearly one million people around the world each year, by creating a whole new species of permanent garbage to clutter up the landscape, and by choosing materials and processes that pollute the air we breath, designers have become a dangerous breed. And the skills needed in these activities are carefully taught to young people.”</em></div>
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For me, one of the biggest problems that faces design (and has faced it probably for as long as it was a profession — certainly as far back as Papanek was writing) is that the activism spawned from new products is not purposeful. Objectives of design do shift culture, and do take a political stance — but it’s frequently happenstantial. Political activism drives a <em class="markup--em markup--p-em">purposeful</em> agenda. I think design activism frequently delivers an agenda only by mistake.</div>
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It’s because most designers don’t have an opinion and don’t take a stance. They don’t see that their work is political; they view politics and designed culture as separate.</div>
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I don’t believe that. They are inextricably intertwined in a culture of capitalism.</div>
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Like me, you’ve worked with big brands and large organizations. How do you feel about them — are they political, and was your design work there a form of activism?</div>
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<strong class="markup--strong markup--p-strong">Richard</strong>: I see large, “traditional” brands increasingly recognizing that their responsibility to society extends beyond side “Corporate Social Responsibility” projects. Michael Porter and Mark Kramer advocated for this very strongly in their 2011 Harvard Business Review article, “<a class="markup--anchor markup--p-anchor" data-href="https://hbr.org/2011/01/the-big-idea-creating-shared-value" href="https://hbr.org/2011/01/the-big-idea-creating-shared-value" rel="noopener" target="_blank">Creating Shared Value</a>”:</div>
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<em class="markup--em markup--p-em">“the principle of shared value … involves creating economic value in a way that also creates value for society by addressing its needs and challenges. Businesses must reconnect company success with social progress. Shared value is not social responsibility, philanthropy, or even sustainability, but a new way to achieve economic success. It is not on the margin of what companies do but at the center. We believe that it can give rise to the next major transformation of business thinking.</em></div>
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<em class="markup--em markup--p-em">Capitalism is an unparalleled vehicle for meeting human needs, improving efficiency, creating jobs, and building wealth. But a narrow conception of capitalism has prevented business from harnessing its full potential to meet society’s broader challenges. The opportunities have been there all along but have been overlooked. Businesses acting as businesses, not as charitable donors, are the most powerful force for addressing the pressing issues we face. The moment for a new conception of capitalism is now; society’s needs are large and growing, while customers, employees, and a new generation of young people are asking business to step up.”</em></div>
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One business which appears to be stepping up is, to the surprise of many, Walmart (see “<a class="markup--anchor markup--p-anchor" data-href="https://shift.newco.co/business-exists-to-serve-society-68cb920a6179" href="https://shift.newco.co/business-exists-to-serve-society-68cb920a6179" rel="noopener" target="_blank">Business exists to serve societ</a>y,” a recent interview of Walmart’s Chief Sustainability Officer), which is why I invited Dan Makoski, VP of Design at Walmart, to be on the “Are designers becoming the new activists?” panel during SF Design Week. But, as he revealed, his design organization is not driving most of the change at Walmart, but it is starting to play an important role. And I think that is typical. Earlier during SF Design Week, I asked Jesse James Garrett, co-founder and chief creative officer of Adaptive Path, whether Adaptive Path’s acquisition by Capital One had resulted in changes to Capital One’s service offerings that are consistent with the concept of activism. His answer was, “No, but we are setting the stage for that to happen.” Indeed, Kendra Shimmell, the Head of Service Design for Adaptive Path @ Capital One, was on my panel and spoke passionately about the activist role that design is only starting to play there.</div>
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Also, I see designers becoming increasingly aware of the gradual, subtle changes you reference — changes of questionable value to society — for which they are (partly) responsible. (See, for example, designer Lis Hubert’s poignant description of when she realized she wasn’t all that pleased with “<a class="markup--anchor markup--p-anchor" data-href="http://uxmas.com/2016/the-world-that-ux-is-helping-create/" href="http://uxmas.com/2016/the-world-that-ux-is-helping-create/" rel="noopener" target="_blank">The World that UX is Helping to Create</a>.”) This is starting to prompt designers to change some of how they do their work and the attention they pay to its (possible) ultimate social impact.</div>
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Finally, as the people with the most power in large organizations participate in the design process (which is happening more and more, thanks to “design thinking”), design’s positive social impact via those organizations will increase. <a class="markup--anchor markup--p-anchor" data-href="http://www.newyorker.com/magazine/2017/08/21/is-there-any-point-to-protesting" href="http://www.newyorker.com/magazine/2017/08/21/is-there-any-point-to-protesting" rel="noopener" target="_blank">As described in a recent issue of the The New Yorker</a>, what people typically think of as activism (as you mentioned) more clearly prompts actual change when intertwined with working meaningfully with and through people in power.</div>
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I think my work in years past with large brands/organizations has been form of activism, but mostly by definition (as I suggested earlier). I think of my work with smaller brands/organizations as being a more impactful form of activism. But perhaps my most impactful form of activism to date has been my teaching, which better equips people to apply design in environments that are often still somewhat hostile to design and that are often not fully open to allowing design to help set an organization’s agenda.</div>
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I wonder if you feel similarly… Do you consider AC4D, your teaching, and your writing to have been your most impactful form of activism?</div>
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<strong class="markup--strong markup--p-strong">Jon</strong>: I don’t agree that big brands presently have a meaningful activism role, in the sense you are talking about — I think the reality for most of the companies claiming that “we do both profit and impact!” is that the impact is garbage. It’s PR. They certainly <em class="markup--em markup--p-em">could</em> have a more active, purposeful and positive role in shaping our world, and there are tools like the b-corp that enable them to take a more principled stance on social issues, but most that I know that are talking about social impact hold a hackathon or give their employees a day to work with habitat for humanity. It’s BS for them to claim that they are playing a positive role in the world, other than cheaper prices for pickles. They have the biggest megaphone for a message, but the message they choose to shout is that “you can have it for less.” It’s a message of blind consumption, and it’s irresponsible.</div>
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But we’re not getting at the real articulation of activism. I’ll go again back to Carl DiSalvo’s book <a class="markup--anchor markup--p-anchor" data-href="https://mitpress.mit.edu/books/adversarial-design" href="https://mitpress.mit.edu/books/adversarial-design" rel="noopener" target="_blank">Adversarial Design</a>. He describes that “through designerly means and forms, adversarial design evokes and engages political issues. Adversarial design is a type of political design.”</div>
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Adversarial design is activism. This isn’t a new idea. It’s echoed in <a class="markup--anchor markup--p-anchor" data-href="https://www.amazon.com/Citizen-Designer-Perspectives-Design-Responsibility/dp/1581152655" href="https://www.amazon.com/Citizen-Designer-Perspectives-Design-Responsibility/dp/1581152655" rel="noopener" target="_blank">Citizen Designer</a>, quoting Katherine McCoy (in 1993), as she said “We must stop inadvertently training our students to ignore their convictions and be passive economic servants. Instead, we must help them to clarify their personal values and to give them the tools to recognize when it is appropriate to act on them.”</div>
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It’s about articulating an ethical stance, and then being a vocal proponent of that stance. I believe the argument can be made from within a corporation; I think you do too. But the argument is often a subversive one, at odds with a corporate ethos or mandate. And that is where the problem arises. Individual designers may have a message, and may be motivated to rise up and communicate that message in their work. But they are often stifled by their employer, not because the employer says “do not do that” — but because they feel their voice has no role in the context of a big brand. They may be right. The Walmart brand isn’t a mouthpiece for the people that work there — if Dan Makoski (who you reference above) has a particular political view, he probably shouldn’t overtly drive the Walmart brand in that direction.</div>
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But designers have a unique opportunity to play a subversive role and communicate their message through less overt means than brand messaging. You reference Lis Hubert’s article; in it, she says “Can we decide to stop supporting UX tactics that are aimed at hijacking the end user’s brain?” That’s part of the problem — her attitude is exactly wrong, if we want to drive political activism. Political change comes from “hijacking the end user’s brain,” with all respect to both Lis and the end user; design is about manipulation, and it’s happening whether we intend it or not. You simply can’t create something without changing someone else’s worldview.</div>
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I feel like I’m all over the place. I’ll try to focus. You started by talking about activism, and if I’m teaching it to students. I don’t think so. I think I’m teaching my students to take a stand, backed by an ethical consideration of their role in the world. I hope they work on problems worth solving, rather than the next problem that happens to cross their desk. That’s not activism; it’s having enough of an articulated worldview that they can make selections from a morally consistent place.</div>
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I think where I’m arriving is that the word “activism” is special, like “design” or “innovation” — we need to be careful when we use it. I think I talked myself into disagreeing with myself (and disagreeing with you, too). Simply making things with a socially-minded intent in the corporate or governmental machines isn’t being a design activist. Design activism is about leveraging design’s scaling properties to drive a political agenda. <a class="markup--anchor markup--p-anchor" data-href="http://www.core77.com/posts/17284/politics-please-were-social-designers-by-cameron-tonkinwise-17284" href="http://www.core77.com/posts/17284/politics-please-were-social-designers-by-cameron-tonkinwise-17284" rel="noopener" target="_blank">As Cameron Tonkinwise describes</a>, “being ethical, in order to avoid politics, is a political position, most definitely if you are trying to design (or redesign existing innovations in) non-government-based social services.”</div>
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The big question is: from what moral or ethical stance do you leverage design to pursue a political agenda? Most designers I’ve ever met cling to a liberal agenda. Is there room for design activism with a libertarian or conservative agenda?</div>
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<strong class="markup--strong markup--p-strong">Richard</strong>: I know that “<a class="markup--anchor markup--p-anchor" data-href="https://www.theguardian.com/commentisfree/2017/feb/03/activism-sells-brands-social-conscience-advertising" href="https://www.theguardian.com/commentisfree/2017/feb/03/activism-sells-brands-social-conscience-advertising" rel="noopener" target="_blank">Sex doesn’t sell any more, activism does, and don’t the big brands know it</a>,” as Alex Holder titled an article in the Guardian earlier this year, but I do see brands increasingly “<a class="markup--anchor markup--p-anchor" data-href="https://hbr.org/2017/09/competing-on-social-purpose" href="https://hbr.org/2017/09/competing-on-social-purpose" rel="noopener" target="_blank">Competing on Social Purpose</a>” (the title of a piece in the current issue of Harvard Business Review) beyond PR.</div>
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And that social purpose need not reflect a liberal agenda, as argued by Richard Eskow in “<a class="markup--anchor markup--p-anchor" data-href="http://www.salon.com/2015/02/01/the_sharing_economy_is_a_lie_uber_ayn_rand_and_the_truth_about_tech_and_libertarians/" href="http://www.salon.com/2015/02/01/the_sharing_economy_is_a_lie_uber_ayn_rand_and_the_truth_about_tech_and_libertarians/" rel="noopener" target="_blank">The sharing economy is a lie: Uber, Ayn Rand and the truth about tech and libertarians</a>” (though, as in the case of Uber, the real political agenda might be in the disguise of a liberal agenda).</div>
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And though designers have become highly valued by big brands, the obstacles they face when attempting to do right by customers/users — though you might not think that (fully) reflects true “design activism” — are often strong. <a class="markup--anchor markup--p-anchor" data-href="https://www.service-design-network.org/touchpoint/touchpoint-9-1-education-and-capacity-building/service-design-in-the-business-curriculum-dispatches-from-the-field" href="https://www.service-design-network.org/touchpoint/touchpoint-9-1-education-and-capacity-building/service-design-in-the-business-curriculum-dispatches-from-the-field" rel="noopener" target="_blank">As stated by Ball and Dominguez</a> in the July issue of Touchpoint (from the Service Design Network):</div>
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<em class="markup--em markup--p-em">“Despite an emerging focus on the role of customer experience in creating and sustaining value, the view that firms exist to serve shareholders, profit and the bottom line remains at the heart of business education, research and practice today.”</em></div>
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And from less than a week ago in “<a class="markup--anchor markup--p-anchor" data-href="https://www.fastcodesign.com/90138032/have-designers-lost-control-of-design" href="https://www.fastcodesign.com/90138032/have-designers-lost-control-of-design" rel="noopener" target="_blank">Have Designers Lost Control of Design?</a>”:</div>
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<em class="markup--em markup--p-em">“More than ever before, designers are sitting on the C-suite of companies. Large corporations are investing in design because it makes good business sense, both through hiring and through “innovation labs” that have become a crucial part of how companies grow and adapt. But as design has become integrated into the heart of companies, [Matt] Webb believes there has been–ironically–an unintended consequence. Designers themselves, beholden to business interests that demand the most optimized, most persuasive version of something as opposed to the most useful and helpful for the user, have decreased agency.”</em></div>
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<em class="markup--em markup--p-em"><br /></em></div>
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But <a class="markup--anchor markup--p-anchor" data-href="https://www.fastcodesign.com/90138470/design-is-inherently-an-unethical-industry" href="https://www.fastcodesign.com/90138470/design-is-inherently-an-unethical-industry" rel="noopener" target="_blank">in the follow-up</a> two days later:</div>
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<em class="markup--em markup--p-em">“Designers have always ceded control to client interests. Empathy has little relationship with who holds the power on making the final decision on an idea or product, strategy, or plan. The larger question is, has design ever been ethical? If one is to define ethical as prioritizing the user’s needs over the client interests of profit, then no. As a profession, we should be clear that at best we put community interests at parity with client interests. Until we remove the paying client it will never change. Design is inherently an unethical industry.” — E.M. Cioran</em></div>
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Interestingly, that was at the heart of the disagreement that arose on the SF Design Week panel.</div>
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I love the words you quote from more than two decades ago from Katherine McCoy (which I repeat here for emphasis):</div>
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<em class="markup--em markup--p-em">“We must stop inadvertently training our students to ignore their convictions and be passive economic servants. Instead, we must help them to clarify their personal values and to give them the tools to recognize when it is appropriate to act on them.”</em></div>
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<div class="graf graf--p" name="3bca">
I think AC4D does this well, perhaps in no small part due to the theory courses you’ve included in the curriculum. I wonder whether most other design education programs do this nearly as well.</div>
Richard I Andersonhttp://www.blogger.com/profile/03669293190263591598noreply@blogger.com0tag:blogger.com,1999:blog-8619715.post-91153703910665975062017-08-10T04:52:00.000-07:002018-02-16T14:54:01.327-08:00Are designers becoming the new activists?<div class="graf graf--p graf--startsWithDoubleQuote" name="3fee">
<span style="font-family: inherit;"><b><i>A version of this post has been published <a href="https://medium.com/@Riander/are-designers-becoming-the-new-activists-9bbc46ffe576" target="_blank">on Medium</a>.</i></b></span></div>
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<span style="font-family: inherit;">“Why is this question being asked these days?” inquired designer/researcher Sarah Fathallah during her remarks on a panel during San Francisco Design Week with the same title as this post.</span></div>
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<span style="font-family: inherit;"><br /></span></div>
<div class="graf graf--p" name="4680">
<span style="font-family: inherit;">Indeed, seeking an understanding of the reason for the question is a great place to start to address it. The question itself — “are designers becoming the new activists?” — was among several questions appearing and reappearing in a carousel at the top of <a class="markup--anchor markup--p-anchor" data-href="http://2017.sfdesignweek.org" href="http://2017.sfdesignweek.org/" rel="noopener" target="_blank">the SF Design Week website</a>, but I chose to assemble and moderate a panel on this particular question, because I think it is of significant importance (as I will explain).</span></div>
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<span style="font-family: inherit;"><br /></span></div>
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<span style="font-family: inherit;">To me, basic human-centered design, which I’ve practiced and taught and facilitated and overseen and written about and … for many years, is already a form of activism. How can a design process committed to, in some way, involving the humans to be affected not be viewed as such?</span></div>
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<span style="font-family: inherit;"><br /></span></div>
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<span style="font-family: inherit;">Consider the mission of <a class="markup--anchor markup--p-anchor" data-href="http://ixda.org/ixda-global/about-history/" href="http://ixda.org/ixda-global/about-history/" rel="noopener" target="_blank">IxDA (the Interaction Design Association)</a>:</span></div>
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<span style="font-kerning: none;"><span style="font-family: inherit;">We believe that the human condition is increasingly challenged by poor experiences. IxDA intends to improve the human condition by advancing the discipline of Interaction Design.</span></span></blockquote>
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<div class="graf graf--p" name="228c">
<span style="font-kerning: none;"><span style="font-family: inherit;">Isn’t that mission a commitment to activism via design?</span></span><br />
<span style="font-family: inherit;"><br /></span>
<span style="font-family: inherit;">Julie Anixter, Executive Director of AIGA, explicitly encourages designers to reframe their careers to be activists (see a slide from </span><a class="markup--anchor markup--p-anchor" data-href="http://www.aiga.org/executive-director-julie-anixter-designers-innovators" href="http://www.aiga.org/executive-director-julie-anixter-designers-innovators" rel="noopener" style="font-family: inherit;" target="_blank">her talk</a><span style="font-family: inherit;"> below).</span></div>
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<span style="font-kerning: none;"><span style="font-family: inherit;"><a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEguV4UzH-vPyFi9X3rtZUEgqUqUzpmsXmp-aYoCM11YDwztO9OLHZz3AMFsycT0MFeu5JXj5MAEFF7iKjIBw1Wi6cJn69WxLWAqDgc7c9lpdtxJj-v4xG81yWwWe6QhmDjGOzHJ/s1600/zzzzz.jpg" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" height="238" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEguV4UzH-vPyFi9X3rtZUEgqUqUzpmsXmp-aYoCM11YDwztO9OLHZz3AMFsycT0MFeu5JXj5MAEFF7iKjIBw1Wi6cJn69WxLWAqDgc7c9lpdtxJj-v4xG81yWwWe6QhmDjGOzHJ/s320/zzzzz.jpg" width="320" /></a></span></span></div>
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And what of various reframings of human-centered and interaction design that are increasing in popularity? For example, “co-design” greatly increases the role played during the design process by the humans to be affected, arguing that such increased involvement improves the outcomes of the process and empowers those affected to help shape their own future. Much the same can be said of many implementations of “design thinking” and is extended via additional reframings such as “<a class="markup--anchor markup--p-anchor" data-href="http://interactions.acm.org/archive/view/january-february-2017/design-through-collective-action-collective-action-through-design" href="http://interactions.acm.org/archive/view/january-february-2017/design-through-collective-action-collective-action-through-design" rel="noopener" target="_blank">design through collective action / collective action through design</a>.”</div>
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And there is “purpose-driven design” and “inclusive design” and…</div>
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…and, of course, (overlapping with all of the above) “social impact design.” <a class="markup--anchor markup--p-anchor" data-href="https://www.linkedin.com/pulse/designers-new-activists-ana-marques" href="https://www.linkedin.com/pulse/designers-new-activists-ana-marques" rel="noopener" target="_blank">According to designer Ana Marques</a>:</div>
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<span style="font-kerning: none;">For instance, facilitating and improving the channels on how expats can vote online; changing the way citizens experience their daily commutes with up-to-date information in the transportation hubs; or even brainstorming with local communities to increase and improve accessibility for disabled citizens during major events, is the ultimate activism. By being involved within the (re)design of services, designers can in fact make a difference in the lives of people, creating the space for engaged citizens and a more aware, intelligent and sustainable society. </span></blockquote>
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Designers are increasingly drawn to work on projects intended to have a positive social impact. And there are an increasing number of firms entirely focused on such work or that have found ways to participate in or support at least some of this type of work.</div>
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And there is <a class="markup--anchor markup--p-anchor" data-href="https://www.codeforamerica.org" href="https://www.codeforamerica.org/" rel="noopener" target="_blank">Code for America</a>…</div>
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<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEgEuFvI6BbgdPC_hu07AY4Z4mL8KAjeG7IqmKjjdKUBdvJyUlqsL6qXUtqfybuYPxPVH9ucfuMXw29K-e6VZ0Wbs1CXZWFs3wsIRmldpZ5UXeYSDkl-UBpNGmY-N3-jCOQgF23Z/s1600/xxxcxx.jpg" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" height="400" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEgEuFvI6BbgdPC_hu07AY4Z4mL8KAjeG7IqmKjjdKUBdvJyUlqsL6qXUtqfybuYPxPVH9ucfuMXw29K-e6VZ0Wbs1CXZWFs3wsIRmldpZ5UXeYSDkl-UBpNGmY-N3-jCOQgF23Z/s400/xxxcxx.jpg" width="290" /></a></div>
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…and <a class="markup--anchor markup--p-anchor" data-href="https://18f.gsa.gov" href="https://18f.gsa.gov/" rel="noopener" target="_blank">18F</a> and <a class="markup--anchor markup--p-anchor" data-href="https://www.usds.gov" href="https://www.usds.gov/" rel="noopener" target="_blank">USDS</a> and…</div>
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…and on an increasing number of college campuses, <a class="markup--anchor markup--p-anchor" data-href="http://designforamerica.com" href="http://designforamerica.com/" rel="noopener" target="_blank">Design for America</a>, and…</div>
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“Design activism” is even a category of activism now. <a class="markup--anchor markup--p-anchor" data-href="http://www.designindaba.com/topics/design-activism" href="http://www.designindaba.com/topics/design-activism" rel="noopener" target="_blank">According to Design Indaba</a>:</div>
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<span style="font-kerning: none;">Design activism uses design thinking to create products, environments, solutions or services that enhance quality of life for the other 99%.</span></blockquote>
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<span style="font-family: inherit;">But all design has social impact, and an increase in calls for design ethics reflects acknowledgement of that. Mike Monteiro’s recently published “</span><a class="markup--anchor markup--p-anchor" data-href="https://deardesignstudent.com/a-designers-code-of-ethics-f4a88aca9e95" href="https://deardesignstudent.com/a-designers-code-of-ethics-f4a88aca9e95" rel="noopener" style="font-family: inherit;" target="_blank">A designer’s code of ethics</a><span style="font-family: inherit;">” includes, “A designer is responsible for the work they put into the world,” “A designer values impact over form,” and “A designer owes the people who hire them not just their labor, but their counsel.” (See also Monteiro’s “</span><a class="markup--anchor markup--p-anchor" data-href="https://deardesignstudent.com/ethics-cant-be-a-side-hustle-b9e78c090aee" href="https://deardesignstudent.com/ethics-cant-be-a-side-hustle-b9e78c090aee" rel="noopener" style="font-family: inherit;" target="_blank">Ethics can’t be a side hustle</a><span style="font-family: inherit;">.”)</span><br />
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<a class="markup--anchor markup--p-anchor" data-href="http://uxmas.com/2016/the-world-that-ux-is-helping-create/" href="http://uxmas.com/2016/the-world-that-ux-is-helping-create/" rel="noopener" style="font-family: inherit;" target="_blank">Lis Hubert wrote</a><span style="font-family: inherit;">:</span><br />
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<span style="font-family: inherit;">One day, while on the New York City Subway I looked around and counted. Six of the ten people in my line of sight were on some kind of device. I mentally scoffed, annoyed at their inability to resist the call of their digital worlds.</span><span style="font-family: inherit;"> </span></blockquote>
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<span style="font-family: inherit;">That’s when I realised that I was—we all are— part of a problem. As an information architect, I play a major part in leveraging the motivations and creating the systems that suck these people into the digital realm.</span><span style="font-family: inherit;"> </span></blockquote>
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<span style="font-kerning: none;">I’d not ever seriously considered my own UX work having a negative impact on my fellow human end users. After all, I was there in the meeting rooms each day, fighting the good fight, ensuring that the products and services my teams were creating supported users as best they could. How could my work result in this digital zombie world?<span style="font-family: inherit;"> </span></span></blockquote>
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Then I reminded myself of all the projects I’ve worked on where the goal was to increase clickthroughs, to get the user to stay on the site for longer, to gamify a process and bring the user back into the app again and again. Oh, I had absolutely played a part in creating the scene before me. The question was, did I like the world I was helping create?</blockquote>
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The birth of an activist, no?</div>
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I like these trends, though <a class="markup--anchor markup--p-anchor" data-href="https://www.theatlantic.com/technology/archive/2017/07/toaster-a-bit-more-button/534312/" href="https://www.theatlantic.com/technology/archive/2017/07/toaster-a-bit-more-button/534312/" rel="noopener" target="_blank">Ian Bogost adds some words of caution</a>:</div>
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<span style="font-kerning: none;">…contemporary designers believe they are reformers. Agents of change. It could be social or political change. It could be aesthetic or cultural change. It could be the selfish change of professional aspiration and its related station. It could be the change associated with progress. Designers are ambitious sorts of folk—arrogant, even—and none would want to be associated with stasis, or even with mere cyclicality. What a waste, just to mow lawns or brown bread every day! Let us instead reinvent lawn care! Let us reinvent breakfast!</span></blockquote>
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But wait! Isn’t design SUPPOSED to be neutral? No, cried designer Ethan Marcotte (and others) in response to designers’ justification for designing a beautiful, sustainable border wall:</div>
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<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEjMTYStK2Qa21FTiT9POm3sYpb5EwDZLIfk0rqv5-F0VRRPQpssijApzveX3fBrFXKk24Uc1m4CYgmwftCtpfriEnhK59dVZ04XxusTAywc5jrn2DxuHlWTceGwk9IRspamfvjO/s1600/wedfg.jpg" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" height="287" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEjMTYStK2Qa21FTiT9POm3sYpb5EwDZLIfk0rqv5-F0VRRPQpssijApzveX3fBrFXKk24Uc1m4CYgmwftCtpfriEnhK59dVZ04XxusTAywc5jrn2DxuHlWTceGwk9IRspamfvjO/s400/wedfg.jpg" width="400" /></a></div>
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(See also Marcotte’s “<a class="markup--anchor markup--p-anchor" data-href="https://ethanmarcotte.com/wrote/the-bricks-we-lay/" href="https://ethanmarcotte.com/wrote/the-bricks-we-lay/" rel="noopener" target="_blank">The bricks we lay</a>.”)</div>
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So, the panelists — remember that panel I mentioned at the start of this post? — must have all agreed that designers are becoming the new activists, yes? A tweet later that evening from panelist Sarah Fathallah suggests otherwise:</div>
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<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEiZUtfAccS_HFp_-w_d7Hcha9HkUo7N4H6QgEU6uIBL-1a1cf4XXKCSLBuxMIP9kBS_9D3SucjBilqWBozZWW9-ArWnSme-hEI8fSerhBiqPUyQ2ZkQM42FoQlwp_m5CP2cl-RV/s1600/qwqqq.jpg" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" height="226" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEiZUtfAccS_HFp_-w_d7Hcha9HkUo7N4H6QgEU6uIBL-1a1cf4XXKCSLBuxMIP9kBS_9D3SucjBilqWBozZWW9-ArWnSme-hEI8fSerhBiqPUyQ2ZkQM42FoQlwp_m5CP2cl-RV/s320/qwqqq.jpg" width="320" /></a></div>
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Let’s look at the perspectives of each of the 5 panelists.</div>
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<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEjaE5Bo6cYp73KKVUG7n2-lH24HHScdXKX3wM1OEEfvmmFGl3S-CXJIhPb4vvQW6aQlg-rjhyMvspJxVqiWCEjI1_58vgyeW4oGyeWv3JuIKzKTYENurhNz655iVKSltfFwy2JJ/s1600/wxa.jpg" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" height="400" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEjaE5Bo6cYp73KKVUG7n2-lH24HHScdXKX3wM1OEEfvmmFGl3S-CXJIhPb4vvQW6aQlg-rjhyMvspJxVqiWCEjI1_58vgyeW4oGyeWv3JuIKzKTYENurhNz655iVKSltfFwy2JJ/s400/wxa.jpg" width="280" /></a></div>
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I’ll start with perhaps the most controversial panelist, Dan Makoski, VP of Design at Walmart (who appeared via Skype from Bentonville Arkansas). Indeed, Dan’s inclusion raised a few eyebrows before the session; for example:</div>
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<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEgnwA7ozRdFF6jLChsNAVzEYwFteJkFsHgAWjLqE-4rZR76hcW4wDdSE56d9uy2E9-pTqgx2gjJA7memBqgw1bPO4xDOQnYnwLggz0Lccr3oRSe664OwUDVMhRJyY253gYnKLfz/s1600/iii.jpg" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" height="166" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEgnwA7ozRdFF6jLChsNAVzEYwFteJkFsHgAWjLqE-4rZR76hcW4wDdSE56d9uy2E9-pTqgx2gjJA7memBqgw1bPO4xDOQnYnwLggz0Lccr3oRSe664OwUDVMhRJyY253gYnKLfz/s320/iii.jpg" width="320" /></a></div>
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But Walmart is dramatically changing the way it does business (see, for example, “<a class="markup--anchor markup--p-anchor" data-href="https://shift.newco.co/business-exists-to-serve-society-68cb920a6179" href="https://shift.newco.co/business-exists-to-serve-society-68cb920a6179" rel="noopener" target="_blank">Business exists to serve society</a>”), and I wanted to learn how or whether designers are contributing to that change.</div>
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According to Dan, when Dan was interviewing for the VP role, the Walmart board agreed to his insistence that his design goals would include measures of customers living better as part of an effort to transform the way the world saves money. With an unparalleled commitment to co-design and “<a class="markup--anchor markup--p-anchor" data-href="https://www.youtube.com/watch?v=2gEUZEOXVBM" href="https://www.youtube.com/watch?v=2gEUZEOXVBM" rel="noopener" target="_blank">creating a culture of bold risk-taking for good</a>,” Dan agreed that designers are becoming the new activists and said to look for more evidence of that being true at Walmart in the future.</div>
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Panelist Kendra Shimmell, Head of Service Design at Adaptive Path @ Capital One, spoke passionately about the designers’ role in helping “the voice of the people” to be heard, “changing the system from the inside out,” and “turning problems into causes.” Though designers are still laying the groundwork for significantly impacting the nature of services provided by Capital One, Kendra spoke proudly of a new service they’ve designed called “money coaching” (see Kendra’s slide below)…</div>
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… and of their efforts via <a class="markup--anchor markup--p-anchor" data-href="https://www.id.iit.edu/barnraise-adaptivepath/" href="https://www.id.iit.edu/barnraise-adaptivepath/" rel="noopener" target="_blank">BarnRaise</a> to “harness design methods to tackle local social problems.” Kendra believes that designers are activists.</div>
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Panelist Shane Zhao, Product Manager for OpenIDEO, described <a class="markup--anchor markup--p-anchor" data-href="https://openideo.com" href="https://openideo.com/" rel="noopener" target="_blank">IDEO’s open innovation platform</a> that was created “to put the power of human-centered design into the hands of many, harnessing the diverse skills of people from all over the world to spark innovation where it’s needed most.” (See Shane’s slide below.)</div>
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Shane agreed that designers are becoming the new activists.</div>
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However, panelists Jazmyn Latimer and Sarah Fathallah (referenced earlier) voiced a difference perspective.</div>
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Jazmyn is Lead Designer & Researcher on the Safety and Justice Team of Code for America. Her work there has included starting up the project “<a class="markup--anchor markup--p-anchor" data-href="https://www.youtube.com/watch?v=sdOBvdagzHo" href="https://www.youtube.com/watch?v=sdOBvdagzHo" rel="noopener" target="_blank">Clear My Record</a>” that helps people apply online to clear their criminal record in select California counties, so that they can qualify for employment, housing, and other opportunities where having a criminal record is a restriction.</div>
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Sarah is a freelance designer and researcher passionate about applying human-centered design to tough social and development challenges. She has worked with Fortune 500 clients, government entities, and non-profits such as Internews, Bread for the City, Safe Horizon, and Democracy Works on topics ranging from financial inclusion and consumer protection, to healthcare, and civil and human rights. With Mollie Ruskin, Sarah recently started a job board for those looking for “<a class="markup--anchor markup--p-anchor" data-href="http://designgigsforgood.squarespace.com" href="http://designgigsforgood.squarespace.com/" rel="noopener" target="_blank">design gigs for good</a>.”</div>
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Jazmyn and Sarah both argued that it isn’t the job of designers to be activists. Activists have committed to a solution to a problem and engage in a variety of activities to see that that solution is implemented. Designers, on the other hand, (are supposed to) approach a problem with no solution in mind, and, ultimately, (should) only advocate for whatever solution emerges from a design process influenced by a multitude of constraints.</div>
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According to Jazmyn, when you think of activists, you think of Martin Luther King, Black Lives Matter, …; you don’t think of designers. Again, according to both Jazmyn and Sarah, it isn’t the job of designers to be activists. And according to Jazmyn, everyone with whom she discussed this issue at Code for America agreed.</div>
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Hmm… </div>
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Their position seems to be consistent with good design ethics, no?</div>
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Hmm… </div>
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But… But…</div>
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So what is answer? Is it better to ask in what ways and when should designers be activists, and in what ways and when should they not? Should we (additionally) be asking <a class="markup--anchor markup--p-anchor" data-href="https://medium.com/@reflexdesignc/radicalizing-innovation-are-activists-the-invisible-designers-ba63d372fc14" href="https://medium.com/@reflexdesignc/radicalizing-innovation-are-activists-the-invisible-designers-ba63d372fc14" target="_blank">how or whether activists are designers</a> and how we might or need to learn from them?</div>
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I believe that the answers to such questions have significant implications for good design practice and good design education, particularly in view of the trends I outlined earlier.</div>
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I’ve discussed these issues with others since the panel and will be doing so with additional people, including a large group of new UX designers in San Francisco tomorrow. I also hope to discuss these issues at <a class="markup--anchor markup--p-anchor" data-href="https://www.sxsw.com" href="https://www.sxsw.com/" rel="noopener" target="_blank">SXSW 2018</a>, to which I submitted a proposal for an extension of the panel described above.</div>
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I ask two things of you, the reader of this post:</div>
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<strong class="markup--strong markup--p-strong">1) vote for the panel at </strong><a class="markup--anchor markup--p-anchor" data-href="http://panelpicker.sxsw.com/vote/71362" href="http://panelpicker.sxsw.com/vote/71362" rel="noopener" target="_blank"><strong class="markup--strong markup--p-strong">http://panelpicker.sxsw.com/vote/71362</strong></a><strong class="markup--strong markup--p-strong"> and encourage others to do so as well;</strong></div>
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[Part of the process of selecting panels from among the many hundreds of submitted proposals is a public voting process that runs through August 25; the SXSW panel (which is constrained by rules to fewer participants) will feature myself, Sarah, and Kendra from the SF Design Week panel along with Ruby Ku, Director of the <a class="markup--anchor markup--p-anchor" data-href="http://www.ac4d.com" href="http://www.ac4d.com/" rel="noopener" target="_blank">Austin Center for Design</a>, an educational program via which “students learn to recontextualize design in the space of large-scale wicked problems.”]</div>
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<strong class="markup--strong markup--p-strong">2) share your views by <a href="mailto:riander@oestrategy.com" target="_blank">sending them to me</a> or by authoring comments below about this post.</strong></div>
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I hope to hear from you and/or see you to discuss or debate these issues in person at SXSW 2018 or elsewhere.</div>
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Richard I Andersonhttp://www.blogger.com/profile/03669293190263591598noreply@blogger.com0tag:blogger.com,1999:blog-8619715.post-60977575190236210332017-07-12T15:27:00.000-07:002018-02-20T07:29:35.106-08:00The dilemma of empathy in design<div style="line-height: normal;">
<i><b><span style="font-family: Helvetica Neue, Arial, Helvetica, sans-serif; font-size: small;">A version of this post has been published <a href="https://medium.com/@Riander/the-dilemma-of-empathy-in-design-37d020c75e19" target="_blank">on Medium</a>.</span></b></i></div>
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<span style="font-family: Helvetica Neue, Arial, Helvetica, sans-serif; font-size: small;">Can you be or get too close to a situation or group of people to design effectively for it or them? Or is being fully in that situation or group of people beneficial, perhaps even essential?</span></div>
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<span style="font-family: Helvetica Neue, Arial, Helvetica, sans-serif; font-size: small;"><a href="http://www.jnd.org/dn.mss/Norman%20&%20Verganti.%20Design%20Research%20&%20Innovation-18%20Mar%202012.pdf" target="_blank">Don Norman and Roberto Verganti</a> are among those who have argued that “the more that design researchers immerse themselves in the existing context, the more they ... are trapped within the current paradigms,” making it difficult to imagine, let alone design, a paradigm change when such might be needed.</span></div>
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<span style="font-family: Helvetica Neue, Arial, Helvetica, sans-serif; font-size: small;"><a href="https://medium.com/@odannyboy/in-design-empathy-is-not-enough-c315b1c1ecee" target="_blank">Dan Saffer tells a relevant story</a>:</span></div>
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<span style="font-family: Helvetica Neue, Arial, Helvetica, sans-serif; font-size: small;">About 10 years ago, I worked on a project for a new system for people with diabetes. We talked with many people who had diabetes or who helped educate diabetics. I even wore an insulin pump around for several days. In short, we were building up subject matter knowledge and empathy for the people we were designing for. During this user research phase many of us (myself included) started to have actual nightmares that we had diabetes. I remember once looking at my toes, wondering if the tingling I was feeling was the onset of diabetes. (It wasn’t — probably just my foot was asleep.) We’d empathized to the point where we really identified with diabetics and their problems, which are considerable. We had so much empathy for them, in fact, that for several weeks, we couldn’t solve the problem. It seemed intractable, given what we knew about the condition and the state of technology at the time.</span></blockquote>
<span style="font-family: Helvetica Neue, Arial, Helvetica, sans-serif; font-size: small;">But Emily Pilloton, in an article entitled, <a href="http://dl.acm.org/citation.cfm?id=1744173&dl=ACM&coll=DL&CFID=784922685&CFTOKEN=63570652" target="_blank">Depth Over Breadth: Designing For Impact Locally, and For The Long Haul,</a> wrote:</span></div>
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<span style="font-family: Helvetica Neue, Arial, Helvetica, sans-serif; font-size: small;">For design within communities, we must genuinely identify with the community and consider ourselves part of it in order to produce solutions that are informed and long lasting in their impact. Through such empathy, our actions become inherently collective, making more permanent impact. This power of collective action was beautifully described in a 1994 white paper published by the South African Government’s Rural Development Program committee: “…The people must together shape their own future. Development is not about the delivery of goods to a passive citizenry. It is about active involvement and growing empowerment.” </span></blockquote>
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<span style="font-family: Helvetica Neue, Arial, Helvetica, sans-serif; font-size: small;">I am entirely convinced that our greatest successes have and will come from work that is local, deeply entrenched, long-term, and in our own backyards. I firmly believe that lasting impact requires all three of the following: proximity (simply being there, in the place you seek to design with and for), empathic investment (a personal and emotional stake in collective prosperity), and pervasiveness (…involvement that has impact at multiple scales).</span></blockquote>
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<span style="font-family: Helvetica Neue, Arial, Helvetica, sans-serif; font-size: small;">On what was this view based?</span></div>
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<span style="font-family: Helvetica Neue, Arial, Helvetica, sans-serif; font-size: small;">(After more than a year) bouncing between projects, constantly having to shift gears between cities, user groups, research sets, prototypes, and team dynamics… we began working closely with a single school district: the Bertie County Schools in Eastern North Carolina. Bertie County is the poorest county in the state, with close to 80 percent of its school district’s students living in poverty. Since the partnership’s start (a year ago, we) have spent nearly half our time in Bertie, building educational playgrounds, designing new computer labs, rewriting entire curricula, and implementing countywide education campaigns. </span></blockquote>
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<span style="font-family: Helvetica Neue, Arial, Helvetica, sans-serif; font-size: small;">What we quickly discovered was that being there, as citizens, rather than just designers, was 80 percent of the battle. By becoming immersed in the community, cheering at high school basketball games, and weighing in at board meetings, we have earned the trust and partnership of the school district’s teachers, parents, and students, making our work more personal, appropriate, responsive, and meaningful. Gathering feedback from the community happens more smoothly, the ability to prototype and experiment with new ideas is more fluid, and a public understanding of our process has become more common. All the capacities required by the design process have become more natural through face-to-face engagement and open communication with the community, which of course, requires us to be there. </span></blockquote>
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<span style="font-family: Helvetica Neue, Arial, Helvetica, sans-serif; font-size: small;">Where wide-scale endeavors fall flat is in their cursory understanding and lack of long-lasting commitment to the communities they serve. It is only by becoming a member of a community… that we can truly understand the issues and produce sustainable and effective solutions.</span></blockquote>
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<span style="font-family: Helvetica Neue, Arial, Helvetica, sans-serif; font-size: small;">Jon Kolko addresses part of this when he states in, <a href="https://www.wickedproblems.com/" target="_blank">Wicked Problems: Problems Worth Solving</a>, “It may take weeks of observation to become aware of the intricacies of tacit knowledge in other people, which a short-term project-based approach to design doesn’t provide.”</span></div>
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<span style="font-family: Helvetica Neue, Arial, Helvetica, sans-serif; font-size: small;">And contributing to this is, <a href="https://medium.com/greater-good-studio/design-educations-big-gap-understanding-the-role-of-power-1ee1756b7f08" target="_blank">as George Aye stated recently</a>, the role of an imbalance of power between designers — who, when they “work on complex social sector issues, …often enter situations with power inherently given to them (even if they don’t realize it)” — and the “communities being served”:</span></div>
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<span style="font-family: Helvetica Neue, Arial, Helvetica, sans-serif; font-size: small;">For all the talk about being human-centered, one very human factor often gets overlooked — a basic understanding of how <i>power</i> operates in relationships between people. This lack of understanding by design(ers) results in wasted funding, poorly prioritized projects, and broken promises to the very communities that are being served.</span></blockquote>
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<span style="font-family: Helvetica Neue, Arial, Helvetica, sans-serif; font-size: small;">Chelsea Hostetter, in <a href="https://medium.com/@ericboggs_75240/the-dilemma-of-empathy-in-design-an-interview-with-chelsea-hostetter-94a180f451c7" target="_blank">an article with the title that I stole for this post</a>, reveals that already being a part of the community to be served isn’t enough:</span></div>
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<span style="font-family: Helvetica Neue, Arial, Helvetica, sans-serif; font-size: small;"><b>Alex and I were embedded into the trans and queer community of Austin, and it’s really hard when you’re part of the LGNTQ community and also talking with members of that community about their needs to not feel like you want to take action right then and there. There were a lot of emotions I felt around the research that was just difficult to process as a queer person myself.</b> </span></blockquote>
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<span style="font-family: Helvetica Neue, Arial, Helvetica, sans-serif; font-size: small;">The Transgender Day of Remembrance is an event held for the community to remember the lives of the transgender victims of homicide with that year and to communally grieve. So throughout all of our interaction with the trans and queer community, the underlying ribbon we found is that somebody usually knows someone who has died whether through murder or through suicide. It’s tragic, and it’s awful, but that is the day to day of our community. As I was listening to the many names called out of lives lost that year, I started sobbing. <b>Watching one person grieve is harrowing, but watching an entire community grieve, and feel connected to people you haven’t even met, is something that is completely, deeply, and soulfully impactful. At the time we dove really deep into the research but it struck a very deep, dear, personal chord with me.</b> I previously considered myself a member of the queer community but through that research, I realized that I hadn’t been a good ally of the trans community like I previously thought. I didn’t have enough information or empathy to properly support our trans community then. </span></blockquote>
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<span style="font-family: Helvetica Neue, Arial, Helvetica, sans-serif; font-size: small;">I don’t think that (the app we designed for the queer community when we were students at the Austin Center for Design) would have worked in the state it was in (then) because I wasn’t as embedded in the queer community as I am today. I am now a regular member of several queer community meet-ups and work with an internal group at frog that promotes diversity and inclusion. I realize in my specific case, in order to be helpful and beneficial and really design for that community, you have to be embedded in it. In my current position within the community, I feel far more able to help people.</span></blockquote>
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<span style="font-family: Helvetica Neue, Arial, Helvetica, sans-serif; font-size: small;">The following recent tweet and the top of <a href="https://www.theatlantic.com/education/archive/2017/03/the-university-of-michigans-slow-painful-plan-to-increase-diversity/519903/?utm_source=atltw" target="_blank">the article</a> it points to is of relevance…</span></div>
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<span style="font-family: Helvetica Neue, Arial, Helvetica, sans-serif; font-size: small;">…as is April Starr’s tweet which she composed shortly after she and her husband endured a terribly designed process of rounds by doctors and residents during her husband’s hospital stay:</span></div>
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<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEhU38ANRI2_lVM0N9j8e5CP4vu5bZkH9BwRx2TMM6XzB7FvCZjVg7djZT3AfKDsct9_LJrdR4KJZBU98qfh7Z01EgejSS45HzJHPWjmY05HxGhv3o6AItu1Z2oWFasvJF5Zv8i6/s1600/xcxx.jpg" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><span style="font-family: Helvetica Neue, Arial, Helvetica, sans-serif; font-size: small;"><img border="0" height="320" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEhU38ANRI2_lVM0N9j8e5CP4vu5bZkH9BwRx2TMM6XzB7FvCZjVg7djZT3AfKDsct9_LJrdR4KJZBU98qfh7Z01EgejSS45HzJHPWjmY05HxGhv3o6AItu1Z2oWFasvJF5Zv8i6/s320/xcxx.jpg" width="283" /></span></a></div>
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<span style="font-family: Helvetica Neue, Arial, Helvetica, sans-serif; font-size: small;">[See her “<a href="https://medium.com/@aprilstarr/free-ideas-from-a-human-centered-designer-for-hospitals-that-want-to-be-or-make-it-seem-like-they-a83e0273dfd" target="_blank">Free ideas from a human-centered designer for hospitals that want to be (or make it seem like they are) patient-centric</a>” and her “<a href="https://medium.com/@aprilstarr/more-free-ideas-from-a-human-centered-designer-for-hospitals-48a1fb96a128" target="_blank">MORE free ideas from a human-centered designer for hospitals</a>” for more.]</span></div>
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<span style="font-family: Helvetica Neue, Arial, Helvetica, sans-serif; font-size: small;">I’ve been <a href="https://medium.com/indian-thoughts/my-best-work-lies-ahead-of-me-8748bda3f82e" target="_blank">marginalized professionally</a> and through a health crisis and a healthcare nightmare (and as a result, a long stretch of homelessness). Does this make me better suited to design for diversity and for healthcare (and for the homeless) than designers without that experience? I think so; in fact, I think it even makes me better suited to work on other social issues of great complexity. [But does this mean I wouldn’t need to further connect with people in non-diverse, the healthcare, or the homelessness ecosystems and engage in or otherwise tap (additional) design research when designing for healthcare and for the homeless? Not at all.]</span></div>
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<span style="font-family: Helvetica Neue, Arial, Helvetica, sans-serif;"><span style="font-family: inherit; font-size: small;">If one hasn’t had such experiences, is one ill-suited to work on such issues? I don’t think so. <a href="https://medium.com/@tseelig/from-character-building-to-empathy-building-73612e6abd14" target="_blank">As Tina Seelig writes</a>, everyone experiences “challenging character building opportunities” during one’s life that facilitate one’s ability to develop empathy for those whose character building opportunities are more challenging. And by embedding oneself in the community to be served as much as possible, as described by Emily Pilloton and Dan Saffer and </span><span style="font-family: inherit; font-size: small;">Chelsea Hostetter</span><span style="font-family: inherit; font-size: small;">…</span></span></div>
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<span style="font-family: Helvetica Neue, Arial, Helvetica, sans-serif; font-size: small;">Is all of this only of relevance when addressing “wicked problems” (i.e., social issues of great complexity)? </span></div>
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<span style="font-family: Helvetica Neue, Arial, Helvetica, sans-serif; font-size: small;">And what of Norman and Verganti’s caution about becoming trapped by the current paradigms the more one immerses oneself within them? What can one do to not become trapped? <span style="font-family: "helvetica";">Dan Saffer’s continuation of his story of developing too much empathy for diabetics:</span></span><br />
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<span style="font-family: Helvetica Neue, Arial, Helvetica, sans-serif; font-size: small;">It wasn’t until we were able to step away from the diabetics’ perspective and become <i>less</i> empathetic that we were able to come up with a product concept. We needed distance — a psychic removal — in order to really assess the problem and take action to change it. In other words, we had to act like designers, which meant we had to be more objective, to sit outside and to the left of the problem space. As this experience taught me, too much empathy can be as crippling as too little. </span></blockquote>
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<span style="font-family: Helvetica Neue, Arial, Helvetica, sans-serif; font-size: small;"><b>Empathy will get you to see the problems from the users’ perspective, but not the solutions.</b></span></blockquote>
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<span style="font-family: Helvetica Neue, Arial, Helvetica, sans-serif; font-size: small;">Do you think Emily Pilloton and Chelsea Hostetter would agree? Would George Aye find this imbalance of power to be unacceptable?</span></div>
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<span style="font-family: Helvetica Neue, Arial, Helvetica, sans-serif; font-size: small;">Questions, questions… (Indeed, I addressed the content of this blog post — and much more — during a session entitled, “Question Everything: Workshop to Help You More Effectively Design for Social Impact” which I led with Susan Wolfe last month during San Francisco Design Week. Should you be interested in such a workshop, <a href="http://www.oestrategy.com/" target="_blank">give us a holler</a>.)</span></div>
Richard I Andersonhttp://www.blogger.com/profile/03669293190263591598noreply@blogger.com0tag:blogger.com,1999:blog-8619715.post-66747160024443847382017-05-14T14:54:00.000-07:002017-11-27T15:55:22.403-08:00Applying anthropology, design, and theory to medical education and medical practice<div style="line-height: normal;">
<i><b><span style="font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;">A version of this post has been published <a href="https://medium.com/@Riander/applying-anthropology-design-and-theory-to-medical-education-and-medical-practice-6e878b53d188" target="_blank">on Medium</a>.</span></b></i></div>
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<span style="font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;">My nightmare experience with the healthcare system several years ago prompted me to commit to playing a role in fixing it. Among the things I’ve done since then are write and publish lots of articles and blogposts and speak at lots of events, telling about my nightmare, sharing similar stories of others, and addressing what designers need to know and do to increase their contribution to such a fix. Most recently, I did these things in the context of teaching a course at the <a href="http://www.ac4d.com/" target="_blank">Austin Center for Design</a>, an educational institution focused on applying design and entrepreneurship in the space of large-scale “wicked problems.” Our broken healthcare system is one such wicked problem.</span></div>
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<span style="font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;">The course I’m referring to is an advanced theory course, but one during which we examined the relevance of theory to design and social entrepreneurial practice today. We addressed healthcare during two parts of the course: one focused on what limits what we can imagine, the other on the opportunities of entrepreneurship.</span></div>
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<span style="font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;">Some of what limits what can be imagined within the healthcare system is addressed very powerfully in “<a href="https://www.cambridge.org/core/books/medicine-rationality-and-experience/how-medicine-constructs-its-objects/C408706E19D5ACD9C1E37492EDF0A6E4" target="_blank">How Medicine Constructs its Objects</a>,” a chapter in a book written by Dr. Byron Good. The chapter is one of the readings I assigned to students. In it, Good provides an anthropological perspective on Harvard Medical School education, describing how students learn “fundamental practices.” Here is a series of quotes I used in class to guide discussion of this chapter — notice the emphasis on objectifying the patient, the power of the write-up and of presenting patients, and the pressure to fall in line:</span></div>
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<span style="font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;">"Entry into the world of medicine is accomplished not only by learning the language and knowledge base of medicine, but by learning fundamental practices through which medical practitioners engage and formulate reality in a specifically “medical” way. These include specialized ways of seeing, writing, and speaking."</span></blockquote>
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<span style="font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;">"Within the lifeworld of medicine, the body is newly constituted as a medical body, quite distinct from the bodies with which we interact in everyday life."</span></blockquote>
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<span style="font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;">From a student:<br />"I would occasionally be walking along a street and find myself attending to anatomical features of persons I passed, rather than perceiving them as persons with social characteristics…"</span></blockquote>
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<span style="font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;">"This reconstruction of the person is essential to a student becoming a competent physician."</span></blockquote>
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<span style="font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;">"When first learning medical interviewing “I felt that it was a great privilege for me to hear some intimate details of their lives” and she would spend time listening to what patients wanted to talk about. By the fourth year, however, she said “you start to develop this sense of ‘well, I have a job to do here and I’m doing something for you, so I’m going to just do it as efficiently as I can.’"</span></blockquote>
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<span style="font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;">From a student:<br />"You’re not there to just talk with people and learn about their lives and nurture them. You’re not there for that."</span></blockquote>
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<span style="font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;">From a student:<br />"One thing about medicine I actually admire is [that] there really is an ideal of clarity…and [logical presentation]. The ideal write-up has sort of all the facts that argue in favor, and all the facts that argue against, and conclusions drawn from those… drawn together in sort of a summarizing formulation about what you think is going on and then a plan of attack. I mean, something is very satisfying about that. Of course the real world doesn’t lend itself to that, so you distort the real world a little bit to make it fit that nice pattern."</span></blockquote>
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<span style="font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;">"Writing both reflects and shapes conversations with patients. It provides the categories and structures of those conversations, and it represents a structure of relevance that justifies the systematic discounting of the patient’s narrative."</span></blockquote>
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<span style="font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;">"There is an enormous social science literature on doctor-patient communications. In our interviews, however, medical students indicate relatively little concern about this domain of talk. In part this is because it constitutes a surprisingly small amount of time. … But the medical students’ lack of concern about their conversations with patients is also a result of their perception that the central speech acts in medical practice are not interviewing patients but presenting patients."</span></blockquote>
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<span style="font-kerning: none;"><span style="font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;">"Doing case presentations is probably the main thing you concentrate on… for the medical student, their one chance to be in the lime light is when they present, and it’s also probably the area where you’re most likely to either gain the respect or the annoyance of your colleagues, and especially your superiors…"</span></span></blockquote>
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<span style="font-kerning: none;"><span style="font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;">"Students become quickly aware of the performance dimension. They rehearse presentations, learn to give them without notes, even to make up details if they do not remember them exactly, and are very aware of the response. If the performance is not successful, the team members start fidgeting, rolling their eyes, … And this is the single most important source for criticism or approval which students experience in the early stages of clinical training. “It’s not how much time you spend with your patients or how caring you are with them or how good a rapport you establish with them…”, but your presentation of cases.”"</span></span></blockquote>
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<span style="font-kerning: none;"><span style="font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;">Little surprise that humanizing the healthcare experience is considered by many to be healthcare’s number 1 need (see, for example, <a href="https://www.youtube.com/watch?v=DNxwTuw8smg" target="_blank">this recent interview of Dr. Bridget Duffy</a>, former Chief Experience Officer at Cleveland Clinic).</span></span></div>
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<span style="font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;">A bit more from the Good chapter:</span><br />
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<span style="font-kerning: none;"><span style="font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;">"Students have an awareness of the “conventionality and arbitrariness” of much of what they prescribe, true even of the most dangerous procedures; “They see treatments that have poor outcomes as well as those that provide benefit. They see some residents or attending physicians doing procedures they think should not be done or behaving miserably toward patients. At the same time, they recognize they are not senior enough to judge what should be done, and they feel deeply the pressure to show solidarity, not to question the actions of those up the hierarchy.”"</span></span></blockquote>
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<span style="font-kerning: none;"><span style="font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;">"The powerful have total control over your self-esteem."</span></span></blockquote>
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<span style="font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;">One of the slides I used in class of relevance to all this, referencing <a href="https://www.youtube.com/watch?v=l5GcEiLGSRQ" target="_blank">Dr. Jay Parkinson’s TEDx talk</a>:</span></div>
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<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEgtEfrvaLyyrgr_LHixQcPt4TCW2m0P0A1zG7XekyzDGqisRwS2t7yDrYFPXQStHZfNnQ6hoJMLyhWBRuTheyBGhCYw_UdHG2W8yQGj8uderkEObAVa6uCyHVXBJ5QUTfMWjkdy/s1600/parkinson1.jpg" imageanchor="1"><img border="0" height="239" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEgtEfrvaLyyrgr_LHixQcPt4TCW2m0P0A1zG7XekyzDGqisRwS2t7yDrYFPXQStHZfNnQ6hoJMLyhWBRuTheyBGhCYw_UdHG2W8yQGj8uderkEObAVa6uCyHVXBJ5QUTfMWjkdy/s320/parkinson1.jpg" width="320" /></a></div>
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<span style="font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;">An all-too-common example of how all this gets experienced by patients and their loved ones is powerfully reported in April Starr’s recent “<a href="https://medium.com/@aprilstarr/free-ideas-from-a-human-centered-designer-for-hospitals-that-want-to-be-or-make-it-seem-like-they-a83e0273dfd" target="_blank">Free ideas from a human-centered designer for hospitals that want to be (or make it seem like they are) patient-centric</a>” (another of the readings I assigned to my students):</span></div>
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<span style="font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;">I had the recent misfortune of watching my husband in severe pain and as a result stay in the hospital for a week. As a human-centered designer, it’s hard for me to turn off my observational and ideation skills so I figured I’d channel my frustrations and provide some free consulting.</span></blockquote>
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<span style="font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;">Some of her recommendations:</span></div>
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<span style="font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;"><b>Fucking introduce yourself already.</b></span> </blockquote>
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<span style="font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;">Who are you? You walk into the room and we don’t know your level, specialty, name, or role. Should we listen to you? What questions can we ask you? Who the fuck knows?</span></blockquote>
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<span style="font-kerning: none;"><span style="font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;"><b>If you are too busy/self-important to introduce yourself, hand over a laminated sheet with a picture, name, and specialty like this: </b></span></span></blockquote>
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<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEhHpSl1hceBu9qjqR8UEzmwLre8AzPqU5dkwFGdWevKmPqlUkjUoYCcrUccEOL0bm770ZIyLMBG9Pom5X3gJXgFJ_tSDI_cJ9g4aSkpKLfFjvCwLZ3EO2kKDQo4qiTJER4ieR3B/s1600/aprilsheet.jpg" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" height="233" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEhHpSl1hceBu9qjqR8UEzmwLre8AzPqU5dkwFGdWevKmPqlUkjUoYCcrUccEOL0bm770ZIyLMBG9Pom5X3gJXgFJ_tSDI_cJ9g4aSkpKLfFjvCwLZ3EO2kKDQo4qiTJER4ieR3B/s320/aprilsheet.jpg" width="320" /></a></div>
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<span style="font-kerning: none;"><span style="font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;">We will waste your time much less with our annoying, time-consuming questions if we know who you are.</span></span></blockquote>
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<span style="font-kerning: none;"><span style="font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;"><b>Decouple decision making from communicating.</b></span></span> </blockquote>
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<span style="font-kerning: none;"><span style="font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;">Upon asking a simple question: who was in charge of my husband’s care, the head of a certain specialty (in front of all her silent and obedient resident ducklings) told me:</span></span></blockquote>
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<span style="font-kerning: none;"><span style="font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;">“We are like a five-wheeled car being driven by five drivers”.</span></span></blockquote>
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<span style="font-kerning: none;"><span style="font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;">I responded:</span></span></blockquote>
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<span style="font-kerning: none;"><span style="font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;">“Well, cars don’t have five wheels or five drivers for a reason.”</span></span></blockquote>
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<span style="font-kerning: none;"><span style="font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;">She then responded:</span></span></blockquote>
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<span style="font-kerning: none;"><span style="font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;">“Well, we all may argue but we come to one conclusion at the end of it.”</span></span></blockquote>
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<span style="font-kerning: none;"><span style="font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;">That wasn’t what I was asking. I wanted to know WHO we should listen to for the final word, not HOW they make decisions. Before this gaggle of 8 people entered the room without knocking, waking up my husband and sucking all the air out, a DIFFERENT group of 5 doctors do the same thing and give us DIFFERENT information. I simply wanted to know who to listen to. Just trying to understand what the fuck is going to happen with the person I’ve decided to share my life with who is in intense pain that’s all. NO BIG DEAL.</span></span></blockquote>
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<span style="font-kerning: none;"><span style="font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;">If they don’t want to have a hierarchy for decision making, fine. There should still be a designated point person for communication of next steps. Argue and make your decisions behind the scenes, and then <b>send that decision off to ONE person who can come into the room and explain it clearly to the patient.</b></span></span></blockquote>
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<span style="font-kerning: none;"><span style="font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;"><b>Decide which is more important to do in front of the patient: teaching or providing medical service.</b></span></span> </blockquote>
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<span style="font-kerning: none;"><span style="font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;">I understand and realize that residents shadowing doctors is an important way that they learn. However, their presence is disruptive. In one day, we had 5 different groups of residents and their arrogant leaders come by and wake my husband up to ask the same set of questions that have been documented in his chart (that 5-wheel car doctor seems to think everyone is reading).</span></span></blockquote>
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<span style="font-kerning: none;"><span style="font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;">If patients are in pain, had a rough night of sleep (all of this documented, RIGHT?) then <b>give them a fucking break and pick on the other patients who slept better and are more in the 1–5 pain range.</b></span></span></blockquote>
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<span style="font-kerning: none;"><span style="font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;"><b>Really understand why you became a doctor & adjust accordingly.</b></span></span> </blockquote>
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<span style="font-kerning: none;"><span style="font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;">Do you REALLY want to help people or do you like solving medical problems? If it’s the latter, maybe you should stay behind the scenes and let the people who are good at caregiving and communicating do what they are good at.</span></span></blockquote>
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<span style="font-kerning: none;"><span style="font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;">Ok, but you are still a control freak and want to stroke your ego by talking with the patient in front of all your resident minions? Fine, but then <b>adjust your comunication style when you cross the threshold. Don’t use acronyms, don’t assume we understand medical terminology, let us speak occasionally…etc.</b></span></span></blockquote>
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<span style="font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;">I also shared some of April’s subsequent tweets in class:</span></div>
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<span style="font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;">And, sadly, this one:</span></div>
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<span style="font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;">Three days ago, April published “<a href="https://medium.com/@aprilstarr/more-free-ideas-from-a-human-centered-designer-for-hospitals-48a1fb96a128" target="_blank">MORE free ideas from a human-centered designer for hospitals</a>.” It includes:</span></div>
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<span style="font-kerning: none;"><span style="font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;"><b>Humanize the medical case.</b></span></span> </blockquote>
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<span style="font-kerning: none;"><span style="font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;">My husband had had a rough night in the hospital. He had been up all night with with a lot of pain. In the morning when I arrived he had finally fallen asleep and I sat quietly in the corner. Unfortunately, it was 9am and rounds had started. I overheard our case being read outside the door “Male, age 42, presented with diarrhea, large mass on the left lobe of the liver…” I felt a knot form in my stomach and my blood start to boil but couldn’t figure out why I was so angry. They kept talking about him and I finally got up, opened the door and stood outside so they would know I could hear them talking about him. They didn’t stop talking when they saw me emerge from the door. I stood there for a few seconds, hoping someone would realize how rude and disruptive they were being. Eventually I blurted out (possibly not my finest moment) <b>“My husband is resting. We can hear everything you are saying and it makes us feel like he’s a piece of meat. Can’t you talk about his case down the hall so we can’t hear you? Can’t you see in the files that it’s been 3 weeks since this started and it’s still very emotionally raw for us? Maybe skip over this one today. Or ask us first.”</b> To his credit, the doctor was very apologetic while the residents just stared at me like I was a crazy person (you try watching a loved one deal with a painful medical condition without going crazy!).</span></span></blockquote>
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<span style="font-kerning: none;"><span style="font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;">There were obvious indicators in the data that this was a unique and emotionally charged situation. The doctors also didn’t realize or care. I think that if some personal, and not just medical, details had been highlighted in the case (for example: that he was healthy before all this — he had just had a full physical with no problems 2 weeks prior, he has a 6 year old son, loves to bike, and works as an innovation consultant, and that he still didn’t have a diagnosis) maybe the doctors and residents would have seen us as people, not just a medical oddity to be discussed openly in the hallway.</span></span></blockquote>
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<span style="font-kerning: none;"><span style="font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;">Teaching hospitals need to consider the impact these VERY different objectives (teaching residents and caring for patients) have on one another. There may be situations where it makes sense to blend activities and others that require a clear separation between them. <b>One way to blend the two activities would be to humanize the medical case. Adding personal details can remind the doctors that these are real people, create a bridge between doctor and patient and encourage the doctors to treat people like people. It would also help patients potentially learn more about the medical side of things if they were a part of the conversation. However other times there should also be a clear separation of activities: when teaching residents, talk about the medical cases (especially sensitive ones) BEFORE you walk to the hospital room. Don’t talk about “the case” in front of them like they aren’t there. Duh.</b></span></span></blockquote>
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<span style="font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;">In class, I also shared a handful of the many thousands of stories of patients experiencing medical misdiagnosis. In “Brain on Fire: My Month of Madness,” <a href="http://myreallifeunnecessarynightmare.blogspot.fr/2013/12/how-many-other-people-continue-to-be.html" target="_blank">Susannah Cahalan, whose misdiagnosis was similar to mine</a>, writes: “we live in a time when the rate of misdiagnoses in the United States has shown no improvement since the 1930s.” According to <a href="http://www.kevinmd.com/blog/2016/10/physician-experiences-medical-error-heres-story.html" target="_blank">some analyses</a>, misdiagnoses and other “medical errors are the third most common cause of death in the United States.”</span></div>
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<span style="font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;">How can this be? <a href="https://www.youtube.com/watch?v=iUbfRzxNy20" target="_blank">Dr. Brian Goldman’s powerful TEDx talk</a>, which I showed in class, details an important part of the answer as referenced on this slide:</span></div>
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<span style="font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;">In the more recent, “<a href="http://www.kevinmd.com/blog/2016/10/physician-experiences-medical-error-heres-story.html" target="_blank">A physician experiences a medical error. Here’s her story</a>,” Dr. Maja Castillo writes:</span></div>
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<span style="font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;">After my experience, several colleagues recounted cases of the same error at their institutions. How can a potentially lethal error happen again and again at different institutions without leading to a systemic change in medical practice? How can we not see the need for a universal system to record and analyze errors?</span></blockquote>
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<span style="font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;">It will be no easy task to study medical errors. For too long our culture of blame has shrouded the subject in fear, guilt, and shame. Medical professionals are taught early on that they are dealing with people’s lives, and mistakes are unacceptable. Instead of learning how to assess and respond to errors we are taught to suppress and ignore, as happened in my situation. Our laws perpetuate this process by treating malpractice cases as the fault of single individuals instead of systemic failures. There is no safe space for medical professionals to openly discuss errors without fear of repercussions.</span></blockquote>
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<span style="font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;">Three more slides I used referencing TEDx talks, referencing the concept of the god-complex:</span></div>
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<span style="font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;">(I showed the <a href="https://www.youtube.com/watch?v=4ITku_7fJtw" target="_blank">video of Dr. Jeff Benabio’s talk</a> in class, since he describes how and why physicians have needed to reinvent themselves throughout history and how and why new technologies are requiring physicians to reinvent themselves again.)</span></div>
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<span style="font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;">Some take a wholistic view. As Stacey Chang recently wrote in another assigned reading, “<a href="http://catalyst.nejm.org/health-care-design-final-frontier/" target="_blank">Health Care — A Final Frontier for Design</a>”:</span></div>
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<span style="font-kerning: none;"><span style="font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;">The dysfunction of our modern health care system isn’t about failure of intention, but rather pursuit of siloed and sometimes conflicting priorities. The needs of clinicians haven’t always aligned with the needs of patients, and both are subject to the demands of payers and regulators, and the financial limitations and business strategy of the provider organization. When each party manipulates and adapts to meet its own needs without regard to the needs of the others, it creates the incoherent mess we call our health care “system.” Medical professionals are trapped in the episode-driven fee-for-service revenue machine that defines value by productivity rather than impact on the patient’s health. Patients are trapped in the 10-minute office visit, the formularies and preauthorizations that second-guess their physicians, and arbitrary limits on visits for physical therapy or psychotherapy that ignore their needs and their rate of progress. Patients bypass their doctor for the drugstore clinic, or just don’t bother until they’re really sick. Both clinicians and patients get lost regularly in the systems that surround them, be it EHRs that prioritize accounting or hospital campuses that haphazardly add spaces to accommodate new services or capabilities.</span></span></blockquote>
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<span style="color: black; font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;">Chang, the </span><span style="-webkit-font-kerning: none; font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;">Founding and Executive Director of the Design Institute for Health at the University of Texas at Austin, comments on the role design has played thus far in healthcare:</span></div>
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<span style="font-kerning: none;"><span style="font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;">Design interventions in health care have tended to be piecemeal. They address specific aspects of the ecosystem — more friendly clinic experiences, easier-to-use medical devices, improved medication adherence, more effective care protocols — but don’t achieve the large-scale transformation that design has activated in other industries. </span></span></blockquote>
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<span style="font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;">At an Austin Forum I took my students to, Dr. Mini Kahlon of the Dell Medical School and Ed Park of athenahealth were critical of Silicon Valley’s role in this:</span></div>
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<span style="font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;">More from Chang, this time referencing new opportunities for design in medicine, particularly in the context of medical education:</span></div>
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<span style="font-kerning: none;"><span style="font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;">The Design Institute for Health aspires to establish ways to achieve [large-scale] transformation through a new type of collaboration.</span></span></blockquote>
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<span style="font-kerning: none;"><span style="font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;">The governing principle is that patient and provider experiences are designed to produce a shared responsibility for the ultimate outcome, in a model that continuously learns and evolves.</span></span></blockquote>
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<span style="font-kerning: none;"><span style="font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;">To be fluent in these new models, students of medicine and other health professions need different training. At the Dell Medical School, students transition earlier than usual from classroom learning to clinical rotations in order to clear time in their second and third year, when they are taught design skills. (For example, students will learn how to conduct ethnographic inquiries to learn about the needs, pains, and motivations of clinical and social service providers in the community.) They apply those skills by identifying systemic health challenges in the community, conducting unconventional research, and then developing new solutions. The most compelling efforts are then incorporated into the strategic work of the medical school, turning students into allies of change, instead of just recipients of a traditional curriculum.</span></span></blockquote>
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<span style="font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;">Underlying the new models is theory, as described in another assigned reading, “<a href="http://www.austinchronicle.com/news/2017-03-24/the-future-of-health-care/" target="_blank">The Future of Health Care?</a>”:</span></div>
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<span style="font-kerning: none;"><span style="font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;">[Dean of the Dell Medical School, Clay] Johnston and others point to the theoretical work of Elizabeth Teisberg and Martin Harris, developing the Med School's "value-based" approach to health care systems: finding ways to produce and quantify better outcomes for patients. Teisberg is the author (with Michael Porter) of Redefining Health Care: Creating Value-Based Competition on Results (2006), a seminal work in the field, arguing that the profession and the industry must shift from the fee-for-service model that currently governs medical practice, hospital finances, and health insurance plans, to a value-based structure that measures and rewards health outcomes – and over time, by eliminating unnecessary and repetitive treatments, broadly reduces the cost of care. Teisberg, now a full professor and executive director of Dell's Value Institute for Health and Care, and colleague Scott Wallace summarize their approach in a recent article, "Four Steps Within Your Stride" (www.healthmanagement.org): measure outcomes; document "care paths" to determine best practices; use integrated teams of varied expertise across the patient's full cycle of care; design solutions that incorporate the direct experience of patients. Elsewhere, Teisberg summarizes the value-based goals: "Higher value opens the opportunity to enable better health for more people with the same resources."</span></span></blockquote>
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<span style="font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;">Such a theory sets the stage for <a href="http://www.jnd.org/dn.mss/Norman%20&%20Verganti.%20Design%20Research%20&%20Innovation-18%20Mar%202012.pdf" target="_blank">radical innovation</a>, but some are wary of this theory, including Dr. Jay Parkinson whom I quoted earlier:</span></div>
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<span style="font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;">Even a faculty member at the Dell Medical School (Dr. Ted Held) expressed some doubts about it in response to a question from me at <a href="https://www.facebook.com/events/1271359249649399/" target="_blank">a recent event at which he was speaking</a>.</span></div>
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<span style="font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;">But other attempts at shifting to a value-based approach have<a href="https://www.youtube.com/watch?v=YegWi053x-I" target="_blank"> begun to bear fruit</a>, and when coupled with design, great things are likely to happen.</span></div>
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<span style="font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;">Actually, lots of great things have started to happen, even in Silicon Valley, where <a href="https://medicinex.stanford.edu/" target="_blank">Stanford’s Medicine X initiative</a>, with which I’ve been involved as a design advisor, speaker, workshop facilitator, ePatient scholar, and event organizer, has done much to spearhead co-design with patients and, as Dr. Bryan Vartabedian puts it, “<a href="http://33charts.com/2014/08/medicines-creative-class.html" target="_blank">the rise of medicine’s creative class</a>”: “there’s an unexplainable high to seeing 400 years of a stagnant profession turned over like rotting compost.” Last month, Medicine X held <a href="https://medicinex.stanford.edu/medicine-x-ed-2017-preliminary-program/" target="_blank">its first conference focused on medical education</a>; Clay Johnston was a keynote speaker.</span></div>
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<span style="font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;">I’ve worked a bit with the Dell Medical School. Stacey Chang provided a design project for some of my User Experience Design Immersive students at General Assembly; I featured Chang <a href="http://riander.blogspot.com/2015/11/medicine-x-austin-pop-up.html" target="_blank">at a Medicine X event I organized on the University of Texas campus</a>; and I’ve worked on design (process) strategy with the head of a medical department there. Healthcare has been the focus of quite a bit of the work of my design strategy consultancy, <a href="http://www.oestrategy.com/" target="_blank">OE Strategy</a>.</span></div>
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<span style="font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;">For more information about the course referenced repeatedly above that I taught at the Austin Center for Design, see “<a href="https://medium.com/@Riander/teaching-theory-at-the-austin-center-for-design-488550a23abf" target="_blank">Teaching Theory at AC4D</a>.” There was more to the sections that addressed healthcare and much much more to the entire course. </span></div>
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<span style="font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;">Lastly, consider following </span><a href="https://twitter.com/Riander" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;" target="_blank">me on Twitter</a><span style="font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;"> as I continually tweet about things happening in design and social entrepreneurship that are likely to impact the badly needed transformation of our system of healthcare.</span></div>
Richard I Andersonhttp://www.blogger.com/profile/03669293190263591598noreply@blogger.com0tag:blogger.com,1999:blog-8619715.post-69334370987781100062017-05-05T12:22:00.000-07:002017-11-27T15:55:36.311-08:00Teaching theory at the Austin Center for Design<div style="line-height: normal;">
<i><b><span style="font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;">A version of this post has been published <a href="http://www.ac4d.com/2017/05/teaching-theory-at-ac4d/" target="_blank">on the AC4D blog</a> and <a href="https://medium.com/@Riander/teaching-theory-at-the-austin-center-for-design-488550a23abf" target="_blank">on Medium</a></span></b></i></div>
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<span style="font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;">“Great timing,” I think to myself yet again. As I was preparing the deck I would use that evening to facilitate a discussion on the opportunities of (social) entrepreneurship, I discovered that a vote by the Texas House of Representatives the previous day had “set the table” for Uber’s return to Austin. (Uber stopped providing rides in Austin a year ago in protest of required driver background checks.) Already in the deck were quotes I had taken from “<a href="http://www.salon.com/2015/02/01/the_sharing_economy_is_a_lie_uber_ayn_rand_and_the_truth_about_tech_and_libertarians/" target="_blank">The sharing economy is a lie: Uber, Ayn Rand and the truth about tech and libertarians</a>,” one of the readings I had assigned for that evening. Also already there were tweets and (other) references to other articles about Uber, some positive, most negative. Into the deck went the headline about the legislature’s vote and a few words from the online article.</span></div>
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<span style="font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;">Serendipitously encountering tweets, articles, and other information pertinent to a class shortly before the class was typical for me, since I follow people on social media who care about the things I care about and teach about. And I often took advantage of that. I had previously added to the above-referenced deck — which I’ve made available in its entirety below — images from two recent articles I encountered via Twitter about Walmart, including one entitled “<a href="https://shift.newco.co/business-exists-to-serve-society-68cb920a6179" target="_blank">Business Exists To Serve Society</a>,” words somewhat surprisingly uttered by Walmart’s Chief Sustainability Officer during a recent interview; we watched that interview during class, since it was of great relevance to arguments made by Michael Porter and Mark Kramer in another of the readings I had assigned for that evening, “<a href="https://hbr.org/2011/01/the-big-idea-creating-shared-value" target="_blank">Creating Shared Value</a>.” That same day, I noticed on Facebook that a former colleague of mine, David Rose, was in town; I had shown a video about David and read a bit from his book, “<a href="http://enchantedobjects.com/" target="_blank">Enchanted Objects</a>” the previous week in class during another section of the course, and since David was a serial entrepreneur, a guest appearance would be a nice fit for this section of the course as well, so I made it happen.</span></div>
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<span style="font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;">All of this (and much more) was for an advanced theory course on interaction design and social entrepreneurship that I taught during March and April of this year at the <a href="http://www.ac4d.com/" target="_blank">Austin Center for Design</a> (AC4D). Assigned readings included articles — often long and sometimes complex — by renown authors on theory about or of relevance to design and entrepreneurship as well as articles — often more recent and shorter — facilitating the understanding of theory and its relevance to design and entrepreneurial practice today. (All of the assigned readings are listed in a deck at the end of this post and possibly still -- depending on when you are reading this -- on <a href="http://www.ac4d.com/certificate-in-interaction-design-and-social-entrepreneurship/idse302-theory-of-interaction-design-and-social-entrepreneurship/" target="_blank">the course's webpage</a>.) The course is one of three that all students take during the final quarter of the AC4D educational program.</span></div>
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<span style="font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;">Teaching this course was a wonderful experience due in large part to the wonderful students. Each class featured great and often impassioned discussion, and student presentations, each synthesizing designated readings in a personally meaningful way, were always special. One of Sally Hall’s very creative presentations consisted largely of a board game she designed that “follows the development of a non-profit organization working to increase access to education among low-income individuals in Managua, Nicaragua”; the game (being played in the photo below) was designed to help players understand and “explore the complexities of social impact.” One of Kelsey Willard’s presentations was a scary story about the impact of the coming singularity told, appropriately, over a campfire (see photo below). Our examination of power relationships prompted Elijah Parker to share information about his life he had never before felt comfortable sharing. The same examination prompted Conner Drew to explicitly formulate a set of personal design ethics and to call on others to do the same. And repeatedly, Garrett Bonfanti effectively highlighted just how important the role of the designer has become.</span></div>
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<span style="font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;"><span style="font-family: inherit;">I’ve taught lots — inside of companies, via educational institutions, and at professional conferences — with much of my teaching focused on practical skills. General Assembly — where </span><a href="http://riander.blogspot.com/2014/11/teaching-ux-design-immersive-course.html" style="font-family: inherit;">I taught the 10-week, full-time User Experience Design Immersive course</a><span style="font-family: inherit;"> several times — is among the up-start organizations claiming that intensive programs focused on teaching practical skills in the context of multiple, real-world projects prepare students for the workplace much better than much longer, more traditional, and much more expensive academic programs. While that is often true, AC4D Founder Jon Kolko has articulated </span><a href="http://www.jonkolko.com/writingWhyITeachTheory.php" style="font-family: inherit;" target="_blank">the importance of teaching theory</a><span style="font-family: inherit;">:</span></span></div>
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<span style="font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;">"Our curriculum at Austin Center for Design is rich with design theory. Students take theory classes that focus on the social and political relationships between design and the culture of society. Students learn theory and discourse related to designing for the public sector, specifically as it relates to ill-defined problem solving and the ethical obligations of designers. They read complex articles from computer scientists, psychologists, and sociologists, and they build arguments that synthesize these articles into new ideas. </span></blockquote>
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<span style="font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;">Yet the program at Austin Center for Design is a practitioner program, and these students go on to be practicing designers, not academics. They work for big brands, for consultancies, and in startups — and increasingly, they start their own entrepreneurial endeavors. They aren’t pursuing a Ph.D. path, so why teach theory? Why waste precious class time on academic discourse, rather than practical skills? </span></blockquote>
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<span style="font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;">I’ve thought a lot about what makes a great designer. One of the qualities is craft and immediacy with material. That’s sort of obvious — someone who makes things needs to be good at making things. I’m convinced that theory is also a key ingredient to greatness, a key part of claiming to be a competent, professional designer, but it’s less obvious than methods or skills and is often ignored during design education. There are at least three reasons I think students need theory as part of their foundational design education:</span><br />
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<li><span style="font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;">Theory gives students the basis for a “process opinion.” …</span></li>
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<li><span style="font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;">Theory gives students the ability to think beyond a single design problem, in order to develop higher-order organizing principles. …</span></li>
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<li><span style="font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;">Theory gives students a sense of purpose, a reason for doing their work. …</span></li>
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<span style="font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;">We’re seeing an influx of design programs aimed at practitioners, programs that intend to increase the number of designers available to work in the increasingly complex technological landscape. I’m skeptical of programs that don’t include theory in their curriculum. It has been argued that vocational programs should focus on core skills and ignore the larger academic, theoretical subject matter. I would argue the opposite. It is the vocational programs that require this thoughtful context the most, as graduates from these programs will have a direct impact on the products and services that shape our world."</span></blockquote>
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<span style="font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;">I agree with Jon (and with the students who voiced additional benefits from studying theory), and whenever I taught for General Assembly, I made sure to include some theory. However, I was delighted to have the opportunity to dive more deeply via teaching at AC4D.</span></div>
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<span style="font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;">My thanks to: Jon and to Kevin McDonald who, before the course, shared invaluable information with me about when they had taught the course in the past; Lauren Serota, Adam Chasen, Mini Kahlon, Ed Park, and David Rose for their guest in-person appearances; Daniela Papi-Thornton, Paul Polak, Harry Brignull, Anne Hathaway, Meryl Streep, Jake Solomon, Ricky Gervais, Brian Goldman, Jeff Benabio, Don Norman, Sean Follmer, David Rose, Jared Ficklin, Stephen Colbert, Sally Hall, Pelle Ehn, Kathleen McLaughlin, John Battelle, Jess McMullin, The Police, and a few others whose names I don’t know who appeared on video; and the many authors of tweets and of articles other than those I assigned that I referenced during the course.</span></div>
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<span style="font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;">The course ended just last week, but I greatly miss teaching it already. I am very happy to have become a part of the AC4D community.</span><br />
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Richard I Andersonhttp://www.blogger.com/profile/03669293190263591598noreply@blogger.com0tag:blogger.com,1999:blog-8619715.post-65280175319938252512016-10-21T15:02:00.000-07:002016-10-30T18:28:58.683-07:00Do I really need to write a book?<div class="MsoNormal" style="mso-layout-grid-align: none; mso-pagination: none; text-autospace: none;">
<span style="font-family: "arial" , "helvetica" , sans-serif;">Last month, I was chatting
with Peter Merholz at the Big Design Conference in Dallas. He was there
promoting his new book, <a href="http://shop.oreilly.com/product/0636920044949.do" target="_blank">Org Design for Design Orgs: Building and Managing In-House Teams</a> — an excellent book by the way, and we were talking about how
interesting it is that it is still important to write a book to be sought out
as a consultant; blog posts are not enough. “You’ve never written a book, have
you?”, said Peter, “Why not?” (Interestingly, it was Peter who first asked me
years ago why I hadn’t started my own user research firm.)<o:p></o:p></span></div>
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<span style="font-family: "arial" , "helvetica" , sans-serif;">Should I have written a
book by now? Probably, yes. (Should I have started my own user research firm
years ago? Again, probably yes.) I certainly have a couple of books in me, but
do I really want to urge them out? Is it really true that good blog posts
cannot suffice?<o:p></o:p></span></div>
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<span style="font-family: "arial" , "helvetica" , sans-serif;">Well, without answering
those questions (at least for now), let me spend a bit of time proclaiming the
merits of reading old blog posts — not just anyone’s, but mine! I’ve written
lots about topics such as those Peter addresses in his new book, and though
many of those posts have aged a number of years, their relevance remains
surprisingly — perhaps disturbingly — high. And what makes my posts
particularly valuable is that they present and contrast the experiences and
perspectives of many; they are not solely about what I think and have
experienced.<o:p></o:p></span></div>
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<span style="font-family: "arial";"><span style="font-family: "arial" , "helvetica" , sans-serif;">For example, consider the
topic of design collaboration. Cross-functional collaboration is now highly
touted as crucial to successful design, but I know lots of designers who still
do their work largely independently. WTF? Some of my blog posts on the
importance of collaboration and keys to its success include:</span><span style="font-family: "arial";"><o:p></o:p></span></span></div>
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<li><a href="http://riander.blogspot.com/2006/12/three-legged-stool-of-collaboration.html" style="font-family: Arial;">“The three-legged stool of collaboration”</a></li>
<li><a href="http://riander.blogspot.com/2007/06/breaking-silos.html" style="font-family: Arial;">Breaking silos</a></li>
<li><a href="http://riander.blogspot.com/2007/03/check-your-disciplines-at-door-when.html" style="font-family: Arial;">“Check your disciplines at the door” when beneficial</a></li>
<li><a href="http://riander.blogspot.com/2004/12/need-for-good-facilitation.html" style="font-family: Arial;">The need for good facilitation</a></li>
<li><a href="http://riander.blogspot.com/2008/06/soft-skills.html" style="font-family: Arial;">Soft skills</a></li>
<li><a href="http://riander.blogspot.com/2005/10/walls.html" style="font-family: Arial;">Walls</a></li>
<li><a href="http://riander.blogspot.com/2005/08/effective-collaboration-and-fun.html" style="font-family: Arial;">Effective collaboration and fun</a></li>
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<span style="font-family: "arial" , "helvetica" , sans-serif;">Numerous posts address
(additional) characteristics of a good research and design process, something
with which many continue to struggle. They include:</span><br />
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<li><a href="http://riander.blogspot.com/2013/05/are-you-trying-to-solve-right-problem.html" style="font-family: Arial;">Are you trying to solve the right problem?</a></li>
<li><a href="http://riander.blogspot.com/2005/08/on-concept-design-ethnography-mrds-and.html" style="font-family: Arial;">On concept design, ethnography, MRDs, and product vision</a></li>
<li><a href="http://riander.blogspot.com/2012/04/another-call-to-action-regarding.html" style="font-family: Arial;">A(other) call to action regarding healthcare</a></li>
<li><a href="http://riander.blogspot.com/2013/11/utilizing-patients-in-experience-design.html" style="font-family: Arial;">Utilizing patients in the experience design process</a></li>
<li><a href="http://riander.blogspot.com/2016/05/go-ahead-ask-people-what-they-want.html" style="font-family: Arial;">Go ahead — ask people what they want</a></li>
<li><a href="http://riander.blogspot.com/2008/12/applying-design-thinking-to-um-design.html" style="font-family: Arial;">Applying “design thinking” to, um, design</a></li>
<li><a href="http://riander.blogspot.com/2008/11/prototyping-for-tiny-fingers.html" style="font-family: Arial;">Prototyping for tiny fingers</a></li>
</ul>
<span style="font-family: "arial" , "helvetica" , sans-serif;"><span style="font-family: "arial";">But what do you do when
you can’t follow an ideal process? I had a conversation about just that about a
month ago with a director at a company that strongly touts its ideal process,
but can’t always engage in it. I pointed him to, </span><a href="http://riander.blogspot.com/2006/03/working-middle-out.html" style="font-family: Arial;">Working “middle out,”</a><span style="font-family: "arial";"> an
approach which ends up increasing the chances of following a more ideal process
in the future.</span></span><br />
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<span style="font-family: "arial" , "helvetica" , sans-serif;"><br /></span></div>
<div class="MsoNormal" style="mso-layout-grid-align: none; mso-pagination: none; text-autospace: none;">
<span style="font-family: "arial";"><span style="font-family: "arial" , "helvetica" , sans-serif;">Multiple obstacles to
employing design in the most impactful way can surface. Some of the many posts
about such obstacles include:</span><span style="font-family: "arial";"><o:p></o:p></span></span></div>
<div class="MsoNormal" style="mso-layout-grid-align: none; mso-pagination: none; text-autospace: none;">
</div>
<ul>
<li><a href="http://riander.blogspot.com/2008/01/preconceived-notions.html" style="font-family: Arial;">Preconceived notions</a></li>
<li><a href="http://riander.blogspot.com/2007/12/designing-in-hostile-territory.html" style="font-family: Arial;">“Designing in hostile territory”</a></li>
<li><a href="http://riander.blogspot.com/2008/05/there-is-only-so-much-air-in-room.html" style="font-family: Arial;">“There is only so much air in the room”</a></li>
<li><a href="http://riander.blogspot.com/2006/02/making-changes-to-companys-culture.html" style="font-family: Arial;">Making changes to a company’s culture</a></li>
<li><a href="http://riander.blogspot.com/2006/11/what-is-holding-user-experience-back.html" style="font-family: Arial;">What is holding User Experience back or propelling User Experience forward where you work?</a></li>
<li><a href="http://riander.blogspot.com/2008/06/roles-and-relationships.html" style="font-family: Arial;">Roles and relationships</a></li>
<li><a href="http://riander.blogspot.com/2008/08/eliminating-noise-and-confusion.html" style="font-family: Arial;">Eliminating noise and confusion</a></li>
</ul>
<span style="font-family: "arial" , "helvetica" , sans-serif;">Each post in the above
list also addresses how to deal with such obstacles. Additional posts which do
the same include:</span><br />
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</div>
<ul>
<li><a href="http://riander.blogspot.com/2005/07/framing-change-changing-frames.html" style="font-family: Arial;">Framing change / Changing frames</a></li>
<li><a href="http://riander.blogspot.com/2007/07/secret-agent-woman.html" style="font-family: Arial;">Secret agent (wo)man?</a></li>
<li><a href="http://riander.blogspot.com/2006/09/changing-course-or-pace-of-large-ship.html" style="font-family: Arial;">Changing the course or pace of a large ship</a></li>
<li><a href="http://riander.blogspot.com/2005/05/partnering-with-power.html" style="font-family: Arial;">Partnering with power</a></li>
<li><a href="http://riander.blogspot.com/2007/03/calculating-return-on-investment.html" style="font-family: Arial;">Calculating return on investment</a></li>
<li><a href="http://riander.blogspot.com/2005/03/perturbing-ecosystem-via-intensive.html" style="font-family: Arial;">Perturbing the ecosystem via intensive, rapid, cross-disciplinary collaboration</a></li>
<li><a href="http://riander.blogspot.com/2007/10/convincing-executives-and-other.html" style="font-family: Arial;">Convincing executives and other management personnel of the value of ethnography</a></li>
</ul>
<span style="font-family: "arial" , "helvetica" , sans-serif;">The design and positioning
of design organizations is still a hot topic, as suggested by the reaction to
Peter’s book. Among the posts I’ve written on this topic:</span><br />
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</div>
<ul>
<li><a href="http://riander.blogspot.com/2006/05/where-should-user-experience-be.html" style="font-family: Arial;">Where should “User Experience” be positioned in your company?</a></li>
<li><a href="http://riander.blogspot.com/2007/02/does-it-matter-where-user-experience-is.html" style="font-family: Arial;">Does it matter where User Experience is positioned in your corporate structure?</a></li>
<li><a href="http://riander.blogspot.com/2008/02/on-importance-of-alignment-trust.html" style="font-family: Arial;">On the importance of alignment, trust, loyalty, …</a></li>
<li><a href="http://riander.blogspot.com/2007/06/hail-to-chief.html" style="font-family: Arial;">Hail to the Chief!</a></li>
<li><a href="http://riander.blogspot.com/2005/02/getting-organizational-relationships.html" style="font-family: Arial;">Getting the organizational relationships right</a></li>
<li><a href="http://riander.blogspot.com/2007/01/ownership-of-user-customer-experience.html" style="font-family: Arial;">Ownership of the user-customer experience</a></li>
<li><a href="http://riander.blogspot.com/2007/03/internal-consultancy-model-for.html" style="font-family: Arial;">The internal consultancy model for strategic UXD relevance</a></li>
<li><a href="http://riander.blogspot.com/2007/09/who-should-you-hire.html" style="font-family: Arial;">Who should you hire?</a></li>
</ul>
<span style="font-family: "arial" , "helvetica" , sans-serif;">And I’ve authored posts on
so much more. Indeed, there is gold to be found in these many blogposts.</span><br />
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<span style="font-family: "arial" , "helvetica" , sans-serif;"><br /></span></div>
<div class="MsoNormal" style="mso-layout-grid-align: none; mso-pagination: none; text-autospace: none;">
<span style="font-family: "arial" , "helvetica" , sans-serif;">Design leadership is a hot
topic these days, and many of these posts could form the foundation of a very
good book on the topic. But, can’t the blog suffice? Do I really need to write
a book?<o:p></o:p></span></div>
<div class="MsoNormal" style="mso-layout-grid-align: none; mso-pagination: none; text-autospace: none;">
<span style="font-family: "arial" , "helvetica" , sans-serif;"><br /></span></div>
<div class="MsoNormal" style="mso-layout-grid-align: none; mso-pagination: none; text-autospace: none;">
<span style="font-family: "arial" , "helvetica" , sans-serif;">Well, things would be
better organized in a book, and I’d update and extend the posts’ content, and
I’d fill in some gaps, and… <o:p></o:p></span><br />
<span style="font-family: "arial" , "helvetica" , sans-serif;"><br /></span>
<span style="font-family: "arial" , "helvetica" , sans-serif;">OK, maybe I should write a book. But while I do that or consider doing that, look through the lists of posts I've presented above for those that might be of help to you now. Use the tags for help accessing others. As I mentioned earlier, even the older posts continue to be of relevance.</span></div>
Richard I Andersonhttp://www.blogger.com/profile/03669293190263591598noreply@blogger.com1tag:blogger.com,1999:blog-8619715.post-82886762259320972182016-10-07T19:43:00.003-07:002017-11-27T15:55:51.581-08:00My best work lies ahead of me<div style="line-height: normal;">
<b><span style="font-family: inherit;">A version of this post has been published <a href="https://medium.com/@Riander/my-best-work-lies-ahead-of-me-8748bda3f82e#.eyvgxycya" target="_blank">on medium</a>.</span></b></div>
<div style="line-height: normal;">
<span style="font-family: inherit;"><br /></span></div>
<div style="line-height: normal;">
<span style="font-family: inherit;">I’m presently looking for full-time work, and part of my strategy has been to contact people I know or with whom I’m connected on LinkedIn who work at a company with an opening in which I might have an interest. I also sometimes reach out to others in key positions at the company. I always try to meet — in-person or remotely — with such people, usually informally and sometimes over coffee or a beer, to discuss the role, the company, and what they believe is most needed in the role (and why). I learn lots this way and sometimes seem to go through a pretty extensive interview process even before such a process has officially begun.</span></div>
<div style="line-height: normal; min-height: 14px;">
<span style="font-family: inherit;"><br /></span></div>
<div style="line-height: normal;">
<span style="font-family: inherit;">One of the times I arranged to meet with such a person recently, I entered the place of work, was taken back to the person with whom I was to meet and had not met before, and then watched as she sorta froze as soon as she saw me, the smile disappearing from her face. This happened with two of her co-workers as well, and it has happened on other — though not all — occasions of a similar nature.</span></div>
<div style="line-height: normal; min-height: 14px;">
<span style="font-family: inherit;"><br /></span></div>
<div style="line-height: normal;">
<span style="font-family: inherit;">I’ve talked about this with some of my older friends, and they confirmed what I feared might be going on, since they had experienced the same thing: ageism. I surprised these people I was meeting for the first time by being older than they had expected and probably hoped, and it negatively affected things moving forward.</span></div>
<div style="line-height: normal; min-height: 14px;">
<span style="font-family: inherit;"><br /></span></div>
<div style="line-height: normal;">
<span style="font-family: inherit;">Wow…</span></div>
<div style="line-height: normal; min-height: 14px;">
<span style="font-family: inherit;"><br /></span></div>
<div style="line-height: normal;">
<span style="font-family: inherit;">Ageism in tech has been dubbed “<a href="https://www.fastcompany.com/3054204/the-future-of-work/is-ageism-in-tech-an-under-the-radar-diversity-issue" target="_blank">an under-the-radar diversity issue</a>” — “<a href="http://tech.co/ageism-tech-industrys-biggest-secret-2016-04" target="_blank">the industry’s biggest secret</a>.” However, it wasn’t much of a secret when Mark Zuckerberg uttered these oft-quoted words in 2007: “I want to stress the importance of being young and technical. Young people are just smarter.” Today, “<a href="https://www.fastcompany.com/3054204/the-future-of-work/is-ageism-in-tech-an-under-the-radar-diversity-issue" target="_blank">the average age of an employee at the top technology employers is around 29</a>.”</span></div>
<div style="line-height: normal; min-height: 14px;">
<span style="font-family: inherit;"><br /></span></div>
<div style="line-height: normal;">
<span style="font-family: inherit;">“<a href="https://www.fastcompany.com/3054204/the-future-of-work/is-ageism-in-tech-an-under-the-radar-diversity-issue" target="_blank">64% of workers between 45 and 74 say they experience age discrimination, and 58% believe it starts when a person is in their 50s</a>.” So, shouldn’t people be doing something to stop this?</span></div>
<div style="line-height: normal; min-height: 14px;">
<span style="font-family: inherit;"><br /></span></div>
<div style="line-height: normal;">
<span style="font-family: inherit;">Some people have tried, such as via lawsuits. But the title alone of a recent Washington Post article suggests that most such efforts have been to little avail: “<a href="https://www.washingtonpost.com/lifestyle/magazine/baby-boomers-are-taking-on-ageism--and-losing/2016/08/03/43d6664c-120c-11e6-8967-7ac733c56f12_story.html" target="_blank">Baby boomers are taking on ageism — and losing</a>.”</span></div>
<blockquote class="tr_bq">
<span style="font-family: inherit;">“At a time when conditions have vastly improved for women, gay people, disabled people and minorities in the workplace, prejudice against older workers remains among the most acceptable and pervasive ‘isms’.”</span></blockquote>
<div style="line-height: normal; min-height: 14px;">
<span style="font-family: inherit;">This is disgusting.</span></div>
<div style="line-height: normal; min-height: 14px;">
<span style="font-family: inherit;"><br /></span></div>
<div style="line-height: normal;">
<span style="font-family: inherit;">One of the jobs I applied for recently is pretty much equivalent to a job I held several years ago. I applied, because I loved that job and because my experience since being in that job has enabled me to perform in such a job even better. But I was told by the employer that the years that had passed since I held that job was a detriment.</span></div>
<div style="line-height: normal; min-height: 14px;">
<span style="font-family: inherit;"><br /></span></div>
<div style="line-height: normal;">
<span style="font-family: inherit;">Hmm… (and I can share a story of a similar nature involving another company).</span></div>
<div style="line-height: normal; min-height: 14px;">
<span style="font-family: inherit;"><br /></span></div>
<div style="line-height: normal;">
<span style="font-family: inherit;">Do not disregard the benefits of my experience, people! I’ve learned lots over the course of my life and career and have contributed substantively to the development of the field in which I work. And I continue such contributions and am higher performing and more capable than ever. </span></div>
<div style="line-height: normal; min-height: 14px;">
<span style="font-family: inherit;"><br /></span></div>
<div style="line-height: normal;">
<span style="font-family: inherit;">And, as suggested by this photo from this summer of a subset of the people in the room who were giving me a standing ovation at the end of our 10 weeks of intensely working together, I know how to work effectively with those young people Mark Zuckerberg said are the only people of importance in tech:</span></div>
<div style="line-height: normal; min-height: 14px;">
<span style="font-family: inherit;"><br /></span></div>
<div class="separator" style="clear: both; text-align: center;">
<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEjqWWiaXg6VHkxZ08y2ZJqLa1gBQcxJHc01Cz4Mk2mBjBfu61lOIoFYNxfW7Fh8GFSmbYYzQF8EhvZ__8nYRTpRVYr7fJFbzWGVodD92UQiWJx_0_fDUMZgxL6gFytdiJGY4Vpc/s1600/standing+ovation.jpg" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><span style="font-family: inherit;"><img border="0" height="173" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEjqWWiaXg6VHkxZ08y2ZJqLa1gBQcxJHc01Cz4Mk2mBjBfu61lOIoFYNxfW7Fh8GFSmbYYzQF8EhvZ__8nYRTpRVYr7fJFbzWGVodD92UQiWJx_0_fDUMZgxL6gFytdiJGY4Vpc/s320/standing+ovation.jpg" width="320" /></span></a></div>
<div style="line-height: normal;">
<span style="font-family: inherit;"><br /></span></div>
<div style="line-height: normal; min-height: 14px;">
<span style="font-family: inherit;">I am looking for work (spread the word!), and my best work lies ahead of me.</span></div>
<div style="line-height: normal; min-height: 14px;">
<span style="font-family: inherit;"><br /></span></div>
<div style="line-height: normal; min-height: 14px; text-align: center;">
<span style="font-family: inherit;">------ o ------</span></div>
<div style="line-height: normal; min-height: 14px; text-align: center;">
<span style="font-family: inherit;"><br /></span></div>
<div style="line-height: normal; min-height: 14px;">
<span style="font-family: inherit;">Some additional excellent articles on ageism in tech include last month’s “<a href="http://www.nytimes.com/2016/09/04/opinion/sunday/youre-how-old-well-be-in-touch.html" target="_blank">You’re How Old? We’ll Be in Touch</a>” in The New York Times and the older “<a href="https://newrepublic.com/article/117088/silicons-valleys-brutal-ageism" target="_blank">The Brutal Ageism in Tech</a>” in New Republic. Please share others you recommend via comment.</span></div>
<div>
<br /></div>
Richard I Andersonhttp://www.blogger.com/profile/03669293190263591598noreply@blogger.com0tag:blogger.com,1999:blog-8619715.post-51390823012969153742016-05-05T06:41:00.000-07:002016-06-09T06:21:57.798-07:00Go ahead — ask people what they want<div style="font-family: helvetica; line-height: normal;">
<b>A version of this post has been published <a href="https://medium.com/@Riander/go-ahead-ask-people-what-they-want-7de13ba6a8f8#.3ds6w1fak" target="_blank">on Medium</a>...</b><br />
<br />
“Do not ask people what they want.”</div>
<div style="font-family: helvetica; line-height: normal; min-height: 14px;">
<br /></div>
<div style="font-family: helvetica; line-height: normal;">
This is a mantra in the field of design research. It is said over and over and over again.</div>
<div style="font-family: helvetica; line-height: normal; min-height: 14px;">
<br /></div>
<div style="font-family: helvetica; line-height: normal;">
It was said years ago by the likes of Steve Jobs, Jared Spool, and Jakob Nielsen (and many others); it was said more recently by the likes of Erika Hall and Don Norman (and many others); it was said perhaps most recently — earlier this week — by designer Jason Li:</div>
<div style="font-family: helvetica; line-height: normal;">
<br /></div>
<div class="separator" style="clear: both; text-align: center;">
<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEgI4Xbq5Vsh3P-te3_Z1xiyYYeRxzxnQgqLVQBu5obujQEfm6GuRflRJTOcuy8LHOIwC0h-An_RZEIaalXYH34oT-mDZt9vABmUYkl_NsLAr-yRjXIBFArAH_zSw4cGMXihH919/s1600/q.jpg" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" height="180" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEgI4Xbq5Vsh3P-te3_Z1xiyYYeRxzxnQgqLVQBu5obujQEfm6GuRflRJTOcuy8LHOIwC0h-An_RZEIaalXYH34oT-mDZt9vABmUYkl_NsLAr-yRjXIBFArAH_zSw4cGMXihH919/s320/q.jpg" width="320" /></a></div>
<div style="font-family: helvetica; line-height: normal;">
<br /></div>
<div style="font-family: helvetica; line-height: normal; min-height: 14px;">
<span style="line-height: normal;"><a href="http://incontextdesign.com/articles/dont-ask-your-customer-comic/" target="_blank">Karen Holtzblatt has written</a>: </span><span style="color: #323333; font-family: "georgia"; font-size: 13px;">"Don't ask your customer what they need or want or like. People focus on doing their life not watching their life. So if you ask the customer, people can't tell you what they do or what they want, because it’s not part of their consciousness to understand their own life activities."</span></div>
<div style="font-family: helvetica; line-height: normal; min-height: 14px;">
<br /></div>
<div style="font-family: helvetica; line-height: normal;">
<a href="https://vimeo.com/130238597" target="_blank">Don Norman said</a>: “Don’t ask them what they want, because people don’t know what they want. Seriously, you don’t know what you want; I don’t know what I want.”</div>
<div style="font-family: helvetica; line-height: normal; min-height: 14px;">
<br /></div>
<div style="font-family: helvetica; line-height: normal;">
And, of course, there is the famous quote attributed to Henry Ford: “If I’d asked people what they wanted, they’d have said faster horses.”</div>
<div style="font-family: helvetica; line-height: normal; min-height: 14px;">
<br /></div>
<div style="font-family: helvetica; line-height: normal;">
But, doesn’t the answer about faster horses reveal important information? And do you really think that Don Norman never knows what he wants?</div>
<div style="font-family: helvetica; line-height: normal; min-height: 14px;">
<br /></div>
<div style="font-family: helvetica; line-height: normal;">
Do you never know what you want? Does what you think you want never reveal something of importance about what you really want, something which can be fruitfully expanded via additional questioning or other types of research? And is it never a part of your consciousness to understand your own life activities?</div>
<div style="font-family: helvetica; line-height: normal; min-height: 14px;">
<br /></div>
<div style="font-family: helvetica; line-height: normal;">
In <a href="http://riander.blogspot.com/2013/11/utilizing-patients-in-experience-design.html">an earlier post</a>, I referenced a medical conference in which patients in the audience — patients who had invested tons of time in understanding their health(care) experience and in identifying what they wanted — were seriously offended when a speaker — a designer of wearable sensor products — proclaimed with pride that he never asks users what they need or want, but only observes user behavior. </div>
<div style="font-family: helvetica; line-height: normal; min-height: 14px;">
<br /></div>
<div style="font-family: helvetica; line-height: normal;">
Is it advisable to observe user behavior? Of course. But is it good practice to offend the people for whom you are designing by refusing to ask them what they want?</div>
<div style="font-family: helvetica; line-height: normal; min-height: 14px;">
<br /></div>
<div style="font-family: helvetica; line-height: normal;">
The mantra of “do not ask people what they want” seems to partly be a reaction to over-simplistic practices of “requirements gathering.” But it also seems left over from the days of designer pomposity — when the approach of “designing for” dominated over the approach of “designing with.” This is not a claim that “designing with” only means you need to ask users what want; far from it. But users actually do often know what they want and need, and when they don’t (completely) know, answers to such questions often contain important clues.</div>
<div style="font-family: helvetica; line-height: normal; min-height: 14px;">
<br /></div>
<div style="font-family: helvetica; line-height: normal; min-height: 14px;">
Go ahead — ask people what they want. Just don’t ONLY do so.<br />
<br />
___<br />
<br />
<i>Thanks to attendees of the May meeting of the <a href="http://www.meetup.com/Austin-User-Experience-Professionals-Association/events/230643404/" target="_blank">ATX UX Book Club (Article Month)</a> for their feedback to a draft of this post.</i></div>
Richard I Andersonhttp://www.blogger.com/profile/03669293190263591598noreply@blogger.com4tag:blogger.com,1999:blog-8619715.post-24488155038122942672015-11-18T16:15:00.000-08:002015-11-18T18:58:11.174-08:00Stanford Medicine X Austin Pop-Up<!--[if gte mso 9]><xml>
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<span style="font-family: "helvetica";"><i><b>Written for a Medicine X newsletter (except for the added list at the end)</b></i></span></div>
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<span style="font-family: "helvetica";">What experiments would
you conduct to explore how to address problems experienced with healthcare
today? This was the question posed to attendees of the Medicine X pop-up event
in Austin the evening of November 9. Attendees had just been presented with 6
key insights regarding such problems — insights derived from research done in
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<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEgZf-FIF0u_DpV3mDTZGfcl5zdRa8f_4g1ifkCcMWqaO21NClKKp3qdPAT3tmhoUMd1e6W6UJGo4vyX4lqm1vphaEkf9OQwzEznhEpn-h92-MdgFX7fy8UnUj5_0Px74khdzqed/s1600/DSC_0049.jpg" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" height="198" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEgZf-FIF0u_DpV3mDTZGfcl5zdRa8f_4g1ifkCcMWqaO21NClKKp3qdPAT3tmhoUMd1e6W6UJGo4vyX4lqm1vphaEkf9OQwzEznhEpn-h92-MdgFX7fy8UnUj5_0Px74khdzqed/s320/DSC_0049.jpg" width="320" /></a></div>
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<span style="font-family: "helvetica";">The research insights had
been presented to the attendees by Stacey Chang, Executive Director of the new
Design Institute for Health, a collaboration between the newly-formed Dell
Medical School and the College of Fine Arts at the University of Texas at
Austin. Stacey and the Institute are charged with applying creative design
methodologies to the development of a model of a new value-based healthcare
system for the Austin area. Stacey previously served as the Managing Director
of the Healthcare practice at IDEO, a very successful global design and
innovation firm.<o:p></o:p></span></div>
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<span style="font-family: "helvetica";">Earlier in the program,
Stacey outlined the mission of the Institute and its priorities, and expertly
responded to the many challenging questions of the attendees, all people to be
impacted by the product of the Institute’s work. The research insights he
shared are insights which should be used as guides to the work of healthcare
designers almost everywhere, though particularly in the United States.<o:p></o:p></span></div>
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<span style="font-family: "helvetica";">The organizer for the
pop-up was Richard Anderson, a past multi-year Medicine X ePatient Scholar and
a teacher of human-centered design process at General Assembly, a co-sponsor of
the event. He was joined on stage by Brett Alder and Breck Gamel, two other past
Medicine X ePatient scholars, to introduce the program and to describe the
Medicine X mission and experience.<o:p></o:p></span></div>
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<span style="font-family: "helvetica";">The program was a success, leaving attendees
feeling engaged in a process very important to the future of healthcare.<span style="font-size: medium;"><o:p></o:p></span></span><br />
<span style="font-family: "helvetica";"><br /></span>
<span style="font-family: "helvetica";">-----</span><br />
<span style="font-family: "helvetica";">photos by Alicia Dietrich & Chris Hammond</span><br />
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<span style="font-family: "helvetica";">----------</span><br />
<div style="font-family: Helvetica;">
FYI: the 6 research insights referenced in the newsletter piece above:</div>
<ul>
<li>The Imbalance of Hope and Fear Prevents People From Engaging</li>
<li>Generalizations Keep My Baggage Stowed When It Should Be Unpacked</li>
<li>Navigating Health is Like Finding Your Way Through a Foreign Land Using a Map with No Legend</li>
<li>Diagnosis Today is a Period When It Should Be a Question Mark</li>
<li>Care Plans Feel Formulaic When They Demand Improvisation</li>
<li>Patient Compliance is a False Choice When People Aren’t Ready to Act</li>
</ul>
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Richard I Andersonhttp://www.blogger.com/profile/03669293190263591598noreply@blogger.com0tag:blogger.com,1999:blog-8619715.post-44450530039934867772015-04-20T20:55:00.001-07:002016-06-09T06:33:20.478-07:00A matter of semantics…<b><i><span style="font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;">A version of this post has been published as <a href="http://interactions.acm.org/blog/view/a-matter-of-semantics" target="_blank">an interactions magazine blog post</a>.</span></i></b><br />
<span style="font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;"><br /></span>
<span style="font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;">In 2005, I wrote a blog post entitled, “<a href="http://riander.blogspot.com/2005/09/is-user-best-word.html">Is 'user’ the best word?</a>,” followed a year later by “<a href="http://riander.blogspot.com/2006/10/words-and-definitions-matter-however.html">Words (and definitions) matter; however…</a>” The debate about the words we use in our field and their meaning has continued since that time, with many of the old arguments being resurrected. For example, regarding the beleaguered term “user”:</span><br />
<ul>
<li><a href="http://jacks.tumblr.com/post/33785796042/lets-reconsider-our-users" style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;" target="_blank">Jack Dorsey dropped its use at Square</a><span style="font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;">, arguing that it is a rather passive word that “is a massive abstraction away from real problems people feel on a daily basis. No one wants to be thought of as a 'user.'”</span></li>
<li><span style="font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;">Margaret Gould Stewart revealed that <a href="http://www.businessinsider.com/facebook-says-it-has-dropped-the-term-users-and-has-an-empathy-team-2014-12" target="_blank">Facebook sort of banished the term</a> saying it is “kind of arrogant to think the only reason people exist is to use what you built. They actually have lives, like, outside the experience they have using your product.”</span></li>
<li><span style="font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;"><a href="http://www.inc.com/natalie-nixon/why-you-should-stop-being-user-centered.html" target="_blank">Natalie Nixon argued</a> “the next time you begin to ask about your <i>users</i>, stop. Reorient and remind yourself that you are solving problems for <i>people</i>. That subtle shift in language will do wonders for your sense making skills and build a different sensitivity to the challenge at hand.”</span></li>
<li><span style="font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;"><a href="http://interactions.acm.org/archive/view/march-april-2015/on-the-importance-and-implications-of-studying-technology-non-use" target="_blank">Eric Baumer et al. argued</a> that studying non-users is as important as studying users and stated that “only two professions refer to their clients as users: designers and drug dealers.”</span></li>
</ul>
<span style="font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;">The preferred alternatives, as a decade ago, are usually “person” and “people” or “human(s).” Baumer et al. argued for consideration of “potentially more descriptive terms such as </span><i style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;">fan</i><span style="font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;">, </span><i style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;">player</i><span style="font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;">, </span><i style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;">client</i><span style="font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;">, </span><i style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;">audience</i><span style="font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;">, </span><i style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;">patient</i><span style="font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;">, </span><i style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;">customer</i><span style="font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;">, </span><i style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;">employee</i><span style="font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;">, </span><i style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;">hacker</i><span style="font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;">, </span><i style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;">prosumer</i><span style="font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;">, </span><i style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;">conscript</i><span style="font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;">, </span><i style="font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;">administrator</i><span style="font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;">, and so on.” But even such alternatives might have shortcomings. For example, regarding the word “customer” (also preferred by Dorsey):</span><br />
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<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEhkqC1cjX1kZe_ITQHQ5izLyZ8yx-QdnORIGpuAClk4Fo_4wDS93wGQbssXsp-8buZT8Ce39CZ0S4uF5nKsrprQbXUuxuqHbjclMivlOXAjdgOVCZiyr3C0RC-ULyvhl3zbYr2H/s1600/kerry.jpg" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><span style="font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;"><img border="0" height="181" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEhkqC1cjX1kZe_ITQHQ5izLyZ8yx-QdnORIGpuAClk4Fo_4wDS93wGQbssXsp-8buZT8Ce39CZ0S4uF5nKsrprQbXUuxuqHbjclMivlOXAjdgOVCZiyr3C0RC-ULyvhl3zbYr2H/s1600/kerry.jpg" width="320" /></span></a></div>
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<span style="font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;">I still can’t imagine the term “user” going away anytime soon. Indeed, some have defended it, as reflected in the following tweets:</span><br />
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<span style="font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif; margin-left: 1em; margin-right: 1em;"><a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEjHyHKgE_NlYoiJqg7na18ntpWnlp_mSnzySKQPR-_O3Jq4p-Rr0dECU_NILUT11n6ygizFr5GIsgJD3SobAwXuYKWi8YA2b9dleNDNdmK7kr_9LTrC7k8sZ_xIn6zmkWDchhdh/s1600/dan.jpg" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" height="181" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEjHyHKgE_NlYoiJqg7na18ntpWnlp_mSnzySKQPR-_O3Jq4p-Rr0dECU_NILUT11n6ygizFr5GIsgJD3SobAwXuYKWi8YA2b9dleNDNdmK7kr_9LTrC7k8sZ_xIn6zmkWDchhdh/s1600/dan.jpg" width="320" /></a></span></div>
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<span style="font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif; margin-left: 1em; margin-right: 1em;"><a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEgpOMxEX7vYkDOLYLlFzSPEfdr_it0sZHnpw904FSmW95n2Opv12gY09DQ_iddl3ebrX8sNuUBTpQQINF70GEUMCcfuBVdU_21ShXZjd4eh9FCRh_leMAovpEQ4tK9N8JlFtiN-/s1600/drugs.jpg" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" height="183" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEgpOMxEX7vYkDOLYLlFzSPEfdr_it0sZHnpw904FSmW95n2Opv12gY09DQ_iddl3ebrX8sNuUBTpQQINF70GEUMCcfuBVdU_21ShXZjd4eh9FCRh_leMAovpEQ4tK9N8JlFtiN-/s1600/drugs.jpg" width="320" /></a></span></div>
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<span style="font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;">Nevertheless, there has been an increase in the volume of objections to the term, reflecting, I think, a recognition of the need to think bigger — to consider and design experiences beyond the digital in order to design the best possible digital experience.</span><br />
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<span style="font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;">I address such issues beginning on the first day of <a href="http://riander.blogspot.com/2014/11/teaching-ux-design-immersive-course.html">my teaching of General Assembly’s UX Design Immersive course</a>. Students need to know that the terms we use in our field matter and, though not spoken of much above, are sometimes defined differently by different people. This has included two of my instructor colleagues, one of whom called all paper prototype testing “Wizard of Oz” testing and the other who called all paper prototype testing “walkthroughs.” Say what?!? In my view, neither one of them are correct.</span><br />
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<span style="font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;">Some of the other areas of debate regarding terms we use include what UX design means and how it differs from UI design (see, for example, “<a href="http://redonkmarketing.com/blog/the-experience-lingo/" target="_blank">The experience lingo</a>”), and what an MVP is (see, for example, “<a href="http://ramlijohn.com/mvp-is-not-about-the-product/" target="_blank">The MVP is NOT about the product</a>”) and whether it is even an adequate concept (see, for example, “<a href="https://www.linkedin.com/pulse/minimally-compelling-product-mcp-rachel-powers" target="_blank">Minimum Compelling Product</a>”).</span><br />
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<span style="font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;">Such debates seem destined to never end, which might possibly be a good thing. As Jared Spool recently tweeted:</span><br />
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<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEggWlTrg86LRUdZ35HEJclJGSmSDGSObF51F-df9rtsH6UJfaS-yb0qFmuXUX6Pm3U0Fsx_zkQJMQt3tTQehF5lt76V9PcJnOBKnYom8Dl1ek59NNbV7qJVglufSBIYzNSVgmEz/s1600/jared.jpg" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><span style="font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;"><img border="0" height="240" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEggWlTrg86LRUdZ35HEJclJGSmSDGSObF51F-df9rtsH6UJfaS-yb0qFmuXUX6Pm3U0Fsx_zkQJMQt3tTQehF5lt76V9PcJnOBKnYom8Dl1ek59NNbV7qJVglufSBIYzNSVgmEz/s1600/jared.jpg" width="320" /></span></a></div>
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Richard I Andersonhttp://www.blogger.com/profile/03669293190263591598noreply@blogger.com0tag:blogger.com,1999:blog-8619715.post-84576866899332683182014-11-16T19:03:00.000-08:002017-06-20T11:04:55.000-07:00Disrupting the UX design education space<div>
<b><i><span style="font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;">A version of this post has been published as <a href="http://interactions.acm.org/blog/view/disrupting-the-ux-design-education-space" target="_blank">an interactions magazine blog post</a>.</span></i></b></div>
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<span style="font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;">My teaching partner Mandy and I stood in silence looking around the room one last time in which magic had happened the preceding 10 weeks. We teach the UX Design immersive for General Assembly in San Francisco. 10 weeks, 5 days/week, 8 hours/day of teaching and learning, of intense, hard work, of struggle, of laughter, of transformation, of bonding that will last forever. Educational experiences don’t get any better than this.</span></div>
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<span style="font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;">The UX Design immersive is intended mostly for people wanting to make a career transition. Students make a huge commitment by signing up for the course, stopping whatever they were doing prior, and in some cases, traveling long distances to do one thing: to become a UX designer.</span></div>
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<span style="font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;">General Assembly is one of several new educational institutions that are slowly disrupting the higher education space. <a href="http://blog.blackboard.com/disruption-in-higher-ed-is-service-based-not-technology-driven/" target="_blank">Jon Kolko has identified the following qualities</a> shared by many of these institutions’ programs:</span></div>
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<li><span style="font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;">they are short;</span></li>
<li><span style="font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;">they focus on skill acquisition;</span></li>
<li><span style="font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;">they produce a portfolio as evidence of mastery;</span></li>
<li><span style="font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;">they are taught by practitioners;</span></li>
<li><span style="font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;">they promote employment and career repositioning, rather than emphasizing the benefits of learning as an end in itself;</span></li>
<li><span style="font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;">they typically focus on "Richard Florida" type jobs and careers: the creative disciplines of software engineering, product design, advertising, marketing, and so-on.</span></li>
</ol>
<span style="font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;">As described by Jon:</span><br />
<blockquote class="tr_bq">
<span style="font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;">“Students who graduate from these programs have a body of work that they can point to and say ‘I made those things.’ This makes it very easy to understand and judge the quality of the student, particularly from the standpoint of a recruiter or hiring manager.”</span></blockquote>
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<span style="font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;">and:</span></div>
<blockquote class="tr_bq">
<span style="font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;">“These educators have a deep and intimate understanding of both the material that is being taught and the relevancy of that material to a job.”</span></blockquote>
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<span style="font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;">Given the increasingly heard argument that academic programs are not producing the kinds of designers needed most by industry (see, for example, "<a href="https://medium.com/@odannyboy/on-design-education-33f5dad04c54" target="_blank">On Design Education</a>")… And given that 90% of UX Design immersive students secure jobs within 90 days of the end of their cohort... (I will be moderating a panel contrasting different institutional instructional models at the <a href="http://interaction15.ixda.org/edu-summit/" target="_blank">Interaction 15 Education Summit</a> in February.)</span></div>
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<span style="font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;">What is it like teaching the UX Design immersive at General Assembly? To get a sense of this, read the <i>interactions</i> magazine blog post written earlier this year by our fellow UX Design immersive instructor in Los Angeles, Ashley Karr, entitled, “<a href="http://interactions.acm.org/blog/view/why-teaching-tech-matters" target="_blank">Why Teaching Tech Matters</a>.” Also, Mandy and I will be conducting a mock classroom at the <a href="http://interaction15.ixda.org/edu-summit/" target="_blank">Interaction 15 Education Summit</a> in February to give attendees a mini-experience of the immersive program.</span></div>
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<span style="font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;">—— o ——</span></div>
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<span style="font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;">Tears filled the room on the final day of the course. We all had put everything we had into the preceding 10 weeks, and we could not help but be emotional. We hope the magic will happen again when we teach the course again beginning in December. But it all will happen in a different space (a new campus opens tomorrow), and Mandy and I will be paired with other instructors instead of each other. </span></div>
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<span style="font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;">I will miss the magic of Room 202 in the crazy, crowded 580 Howard Lofts with only one bathroom and no air conditioning, situated next to a noisy construction site; I will miss the magic of working closely with the amazing Mandy Messer; and I will miss the magic of getting to know a certain 21 special, fabulous people who are now new UX designers. </span></div>
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<span style="font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;">But we will do it again, and we will try to do it even better.</span><br />
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<span style="font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;">(photo courtesy of Celso Rodrigues)</span>Richard I Andersonhttp://www.blogger.com/profile/03669293190263591598noreply@blogger.com0tag:blogger.com,1999:blog-8619715.post-25821232214767552652014-05-22T15:00:00.001-07:002016-06-09T06:34:40.827-07:00Bringing together designers, ePatients, & medical personnel<div style="font-family: Geneva; font-size: 12px;">
<b><i>A version of this post has been published as <a href="http://interactions.acm.org/blog/view/bringing-together-designers-epatients-and-medical-personnel" target="_blank">an interactions magazine blog post</a>.</i></b></div>
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Back in 1989-1991, I served on the committee that founded BayCHI, the San Francisco Bay Area chapter of ACM SIGCHI. I became its first elected Chair and served as its first appointed Program Chair for 12 years. I also served as SIGCHI’s Local Chapters Chair for 5 years, supporting the founding and development of SIGCHI chapters around the world.</div>
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Much has happened since then. Perhaps of greatest significance were my horrific experiences with the U.S. healthcare system. My healthcare nightmare changed my life and has prompted me to focus on what can be done to dramatically redesign the healthcare system and the patient experience. Indeed, several of my <i>interactions</i> blog posts reflect that focus, with a large part of that focus being on changing the roles and relationships of and between patients and medical personnel and designers. You’ll see that in, for example, “<a href="http://interactions.acm.org/blog/view/utilizing-patients-in-the-experience-design-process" target="_blank">Utilizing patients in the experience design process</a>,” “<a href="http://interactions.acm.org/blog/view/learning-from-epatient-scholars" target="_blank">Learning from ePatient( scholar)s</a>,” “<a href="http://interactions.acm.org/blog/view/are-you-trying-to-solve-the-right-problem" target="_blank">Are you trying to solve the right problem?</a>,” “<a href="http://interactions.acm.org/blog/view/the-importance-of-the-social-to-achieving-the-personal" target="_blank">The importance of the social to achieving the personal</a>,” and “<a href="http://interactions.acm.org/archive/view/january-february-2012/no-more-worshiping-at-the-altar-of-our-cathedrals-of-business" target="_blank">No more worshiping at the altar of our cathedrals of business</a>.” </div>
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<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEh2-tYRPhKprEL8Z7uOgmj2Oo6I-K9zfgtB3LzxGdbys_BROTSHsf9GrImxAvkhOnHLynNJ5W1rEOSLv2PajduJ8OItBpQ9n62TJsQ8GcQg4K0k1r8tDsFwlpExw9CPXuHOOxrH/s1600/jupiter_stanford_medx_logo_V4_final.png" imageanchor="1" style="clear: right; float: right; margin-bottom: 1em; margin-left: 1em;"><img border="0" height="50" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEh2-tYRPhKprEL8Z7uOgmj2Oo6I-K9zfgtB3LzxGdbys_BROTSHsf9GrImxAvkhOnHLynNJ5W1rEOSLv2PajduJ8OItBpQ9n62TJsQ8GcQg4K0k1r8tDsFwlpExw9CPXuHOOxrH/s1600/jupiter_stanford_medx_logo_V4_final.png" width="200" /></a></div>
All this has led me to start a new local chapter, but this one is not of SIGCHI. This one is for a combination of ePatients, medical personnel, and designers. This one is for changing the healthcare system. This one is <a href="http://www.meetup.com/MedX-SF/" target="_blank">the first local chapter of Stanford Medicine X</a>.</div>
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Topics/issues to be addressed by the chapter should be of interest to many <i>interactions</i> readers. They include the ePatient movement, peer-to-peer healthcare, other uses of social media in healthcare, human-centered healthcare design and innovation, doctors and patients as designers, the quantified self, patient and doctor engagement, empathy, healthcare technology, patient experiences of the healthcare system, and more. When Jon Kolko and I were the Editors-in-Chief of <i>interactions</i>, we published lots of articles that addressed this level of topics/issues. One of those was a cover story entitled, “<a href="http://interactions.acm.org/archive/view/may-june-2010/reframing-health-to-embrace-design-of-our-own-well-being1" target="_blank">Reframing health to embrace design of our own well-being</a>.” (Somewhat coincidentally, two of the article’s authors made <a href="http://www.baychi.org/calendar/20100309/" target="_blank">a presentation about the content of the article</a> at a BayCHI meeting.)</div>
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If you reside anywhere in the San Francisco Bay Area and are interested in the topics/issues listed above, I invite you to join <a href="http://www.meetup.com/MedX-SF/" target="_blank">this new local chapter</a>. If you know of others in the San Francisco Bay Area who you think might be interested, please let them know about the group as well.</div>
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The chapter is just starting. Indeed, our first meeting has not yet been scheduled, as I'm still seeking venue options (and sponsors). If you know of any venue (or sponsor) possibilities, please let me know.</div>
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It feels good to be getting back into the local chapter business. I hope you’ll check us out.</div>
Richard I Andersonhttp://www.blogger.com/profile/03669293190263591598noreply@blogger.com0tag:blogger.com,1999:blog-8619715.post-63750424544344697022014-03-11T09:51:00.002-07:002016-06-09T06:35:37.971-07:00What serendipity is providing for me to read<i><span class="Apple-style-span" style="font-family: "geneva"; font-size: 12px;"><b>A version of this appears </b></span><span class="Apple-style-span" style="font-family: "geneva"; font-size: 12px;"><b><span class="Apple-style-span" style="font-family: "geneva"; font-size: 12px;"><b>as <a href="http://interactions.acm.org/blog/view/what-serendipity-is-providing-for-me-to-read" target="_blank">an interactions magazine blog post</a>; a version was expected to appear </b></span>as a "What are you reading?" article in an issue of interactions magazine, but it was deemed far too long for that.</b></span></i><br />
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My use of Twitter and <a href="http://oestrat.blogspot.com/2014/01/the-value-of-local-professional-events.html" target="_blank">my attending local professional events</a> have had a big impact on what I'm reading. Indeed, both have increased my reading greatly.</div>
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Everyday I spend at least a few minutes on Twitter -- time which often surfaces an abundance of online reading riches. You can get a sense of what comprises this reading by taking a look at <a href="https://twitter.com/Riander" target="_blank">my tweet stream</a>, since I often tweet or retweet about compelling readings I learn about via Twitter. A few recent examples:</div>
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<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEjLKlnAxHNhL3GtiwYVpkzlRbExNgmNYmZXEBC_U-pyREJPyCWfaqtwZG_lIXAr98xlRM2CVDMUXob62xjQNE_4oEJZnFTB3cQGyCPP5PLCXaF_TFnVzU1fcUKzFzKrhpL9Xa71/s1600/roger.jpg" imageanchor="1" style="clear: right; float: right; margin-bottom: 1em; margin-left: 1em;"><img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEjLKlnAxHNhL3GtiwYVpkzlRbExNgmNYmZXEBC_U-pyREJPyCWfaqtwZG_lIXAr98xlRM2CVDMUXob62xjQNE_4oEJZnFTB3cQGyCPP5PLCXaF_TFnVzU1fcUKzFzKrhpL9Xa71/s1600/roger.jpg" /></a>
<li><b><a href="http://blogs.hbr.org/2014/02/intervention-design-building-the-business-partners-confidence/" target="_blank">The Unexpected Benefits of Rapid Prototyping</a></b> -- In this Harvard Business Review blog post, Roger Martin (former Dean of the Rotman School of Management at the University of Toronto) describes how the process of rapid prototyping can improve the relationship between designers and their clients. Roger and a colleague wrote about the importance of designing this critical relationship in <a href="http://interactions.acm.org/archive/view/march-april-2010/designing-interactions-at-work1">a piece published in <i>interactions</i> magazine</a> when I was its Co-Editor-in-Chief. This blog post extends that article.</li>
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<li><b><a href="http://www.forbes.com/sites/micahsolomon/2014/03/07/patient/" target="_blank">Cleveland Clinic's Patient Satisfaction Strategy: A Millennial-Friendly Experience Overhaul</a></b> -- Here, Micah Solomon describes one of the ways one healthcare organization is improving the patient experience. The Cleveland Clinic was the first major healthcare organization to appoint <a href="http://riander.blogspot.com/2007/06/hail-to-chief.html">a Chief Experience Officer</a>, a role for which many experience designers and experience design managers have advocated for years for all sorts of organizations. This blog post reveals the role continues to have an impact in an industry not well known for being patient-centric.</li>
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<li>some of the blog posts written for <i>interactions</i> magazine -- Too few people know about these posts, as they are somewhat hidden away and don't all receive (individual) promotion via Twitter. But some are excellent. I've been most impressed by those authored by Jonathan Grudin (e.g., <b><a href="http://interactions.acm.org/blog/view/metablog-the-decline-of-discussion">Metablog: The Decline of Discussion</a></b>) and those authored by Aaron Marcus (e.g., <b><a href="http://interactions.acm.org/blog/view/my-apple-was-a-lemon">My Apple was a Lemon</a></b>). A guy named Richard Anderson occasionally has a couple of worthwhile things to say here as well. ;-)</li>
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<li><b><a href="http://boagworld.com/business-strategy/user-experience-design/" target="_blank">The essential secret to successful user experience design</a></b> -- Here, Paul Boag echoes something that I've written about for <i>interactions</i> (see <a href="http://interactions.acm.org/blog/view/are-you-trying-to-solve-the-right-problem">Are you trying to solve the right problem?</a>) -- something Don Norman has been emphasizing of late in several of his speaking engagements: </li>
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Essential, indeed.<br />
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<li><b><a href="http://strata.oreilly.com/2012/01/epatients-empowered-patients.html" target="_blank">Epatients: The hackers of the healthcare world</a></b> -- This excellent post from 2012 shows how Twitter users don't always focus on the new. Here, Fred Trotter describes and provides advice for becoming a type of patient that healthcare designers need to learn from, as I described in another piece I wrote for <i>interactions</i> (see <a href="http://interactions.acm.org/blog/view/learning-from-epatient-scholars">Learning from ePatient( Scholar)s</a>).</li>
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Local events I attend sometimes feature authors of books, and sometimes those books are given away to attendees. I've been fortunate to have attended many events recently when that happened.</div>
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Lithium hosts a series of presentations by or conversations with noted authors about their books in San Francisco. Free books I received because of this series:</div>
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<li><b>What's the Future of Business? Changing the Way Businesses Create Experiences</b> -- This book by digital media analyst Brian Solis alerts businesses to the importance of designing experiences. I've found the book a bit challenging to read, but its message and words of guidance to businesses are important to experience designers.</li>
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<li><b>Your Network is Your Net Worth: Unlock the Hidden Power of Connections for Wealth, Success, and Happiness in the Digital Age</b> -- I think I'm pretty well-connected as it is, but I'm finding this book by Porter Gale to be of value. You might as well.</li>
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<li><b>Crossing the Chasm (3rd edition)</b> -- Attending Lithium's conversation with Geoffrey Moore about the updated edition of his classic book was well worth the time, as I suspect will be true of reading the book. I should have read the 1st or 2nd edition; now I can catch up.</li>
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I attend numerous events at Stanford University. A recent event there featured Don Norman talking about his <b>new edition of The Design of Everyday Things</b>. I loved the original (when it was entitled The Psychology of Everyday Things), and shortly after this event, Don sent a copy of the new edition to me. It included the kind inscription: "To Richard -- Friend, colleague, and the best moderator ever." (I've interviewed Don on stage several times, once transcribed for <a href="http://interactions.acm.org/archive/view/may-2000/organizational-limits-to-hci1">an <i>interactions</i> article</a>; see also the partial transcript and video of <a href="http://riander.blogspot.com/2011/11/out-with-old-in-with-new-conversation.html">the most recent interview</a>, with Jon Kolko.) I'm looking forward to reading this new edition and to interviewing him on stage again.</div>
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Carbon Five hosts public events every so often in San Francisco. Authors of three books were featured recently (two of which were given away):</div>
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<li><b>The Lean Entrepreneur: How Visionaries Create Products, Innovate with New Ventures, and Disrupt Markets</b> -- Authors Brant Cooper and Patrick Vlaskovits join the many now touting lean in this book about starting or evolving businesses. This is a valuable read, given that designers are increasingly playing key roles in these activities.</li>
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<li><b>Loyalty 3.0: How to Revolutionize Customer and Employee Engagement with Big Data and Gamification</b> -- Here, Rajat Paharia, founder of Bunchball, offers a book that should be of great interest to experience designers. I've found the book to be too formulaic in structure and presentation, but...</li>
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<li><b>Rise of the DEO: Leadership by Design</b> -- The enjoyment of the on-stage interview of authors Maria Giudice and Christopher Ireland prompted me to purchase this book, which proved to also be too formulaic for my tastes. Yet, given the increasing importance of the presence of design-oriented leaders in executive offices...</li>
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At a recent event launching GfK's new UX San Francisco labs, Aga Bojko talked a bit about her new book, <b>Eye Tracking the User Experience: A Practical Guide to Research</b>. In addition to offering complementary copies of the book, this event offered some of the best port I've ever tasted, from three different vintners! Plus Arnie Lund spoke about user-centered innovation. An excellent event it was, plus the book looks excellent as well.</div>
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Always an excellent event is the (near) weekly local live broadcast of the radio show West Coast Live. Early during the show, audience volunteers operate an ancient maritime device known as the biospherical digital optical aquaphone, after which the volunteers receive a gift. Recently, that gift was a copy of the book, <b>How to Fail at Almost Everything and Still Win Big: Kind of the Story of My Life</b> -- a book by Scott Adams, who was once a guest on the show and is the creator of the Dilbert comic strip. I wasn't sure I'd read the book, but I've found it to be thoughtful, entertaining, and compelling. And given the current mantra in our business regarding the importance of failing often and quickly...</div>
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Neo, the employer of Jeff Gothelf, author of <b>Lean UX: Applying Lean Principles to Improve User Experience</b>, hosts a series of events on lean UX in San Francisco. I heard Jeff speak about lean UX just before the publication of his book last year, and at a recent event, Neo was handing out a few copies. I'm finding the book to be concise and a quick read -- an excellent supplement to Jeff's talk and the many articles and presentations I've seen on the topic.</div>
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Kim Erwin spoke about her new book, <b>Communicating the New: Methods to Shape and Accelerate Innovation</b>, at another recent event in San Francisco. Unfortunately (and surprisingly, given the tendency revealed above), she was not giving away copies of her book, but since her talk was terrific, I made the purchase. I'm glad I did -- an excellent book touting collaboration and participation.</div>
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One of the final two books I'll mention -- and I could mention more! -- was sent to me by UX designer Katie McCurdy, whom I first met at Stanford Medicine X 2012. Katie and I were both there as ePatient scholars, so she knew of my health(care) nightmare story and knew that I would want to read a similar story told by Susannah Cahalan in the gripping book, <b>Brain on Fire: My Month of Madness</b>. This book and a similar book entitled <b>Brain Wreck: A patient's unrelenting journey to save her mind and restore her spirit</b> by Becky Dennis say much about why and how the U.S. healthcare system needs to be redesigned. All experience designers working in healthcare need to read these books and the many patient stories like them that are available on the internet.</div>
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Is this a typical collection of reading material for someone working in the experience design (strategy) field? Probably not, but I kinda think it should be. Is this typically how people working in this field learn about and acquire their reading material? Again, probably not, particularly for those who don't live in a place like the San Francisco Bay Area. But I'm delighted with the mix of reading material I learn about and consume due to serendipity. Thank you to those I follow on Twitter, and thank you to those responsible for local professional events.</div>
Richard I Andersonhttp://www.blogger.com/profile/03669293190263591598noreply@blogger.com0tag:blogger.com,1999:blog-8619715.post-57103536196201182082013-11-15T15:25:00.000-08:002016-06-09T06:36:10.295-07:00Utilizing patients in the experience design process<div style="font-family: Geneva; font-size: 12px; font-variant: normal; font-weight: normal; line-height: normal; margin: 0px;">
<b><i>A version of this post has been published as <a href="http://interactions.acm.org/blog/view/utilizing-patients-in-the-experience-design-process" target="_blank">an interactions magazine blog post</a>.</i></b></div>
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Dave deBronkart (a.k.a. e-Patient Dave) is quite well-known for his assertion <a href="http://www.ted.com/speakers/dave_debronkart.html" target="_blank">during a TED talk</a> and at other times that patients are the most underutilized resource in healthcare. I think that underutilization extends to the healthcare and patient experience (re)design process. Part of the reason for this lies in some of the views of the roles patients can effectively play.</div>
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At Medicine X 2013, Sonny Vu ruffled some feathers <a href="http://www.youtube.com/watch?v=QdjG8P375O8" target="_blank">when he said</a> that, in his company's design process for wearable sensor products and services, they don't ask users what they need or want, but rather observe user behavior. Attending the conference was a large contingent of ePatients who have done a lot of work identifying what they need and want and then doing something about it [see my <a href="http://riander.blogspot.com/2013/09/learning-from-epatient-scholars.html">Learning from ePatient( scholar)s blog post</a>]. In no time, Sonny was challenged by ePatients in the audience, and the controversy became a point of significant discussion among the ePatients after that session.</div>
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This is an issue that comes up often, and in my UX teaching, I share and contrast views that you do ask users what they need and want with views that you observe user behavior instead.</div>
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Can users know what they need? Can users know what will solve the problems they encounter? Many have argued that the answer is "no" and consequently choose to conduct no design research at all. However, others argue:</div>
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Similarly:</div>
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But what can you learn from spending time with users? User experience design researcher Catalina NaranjoBock tweeted a partial answer, echoing an assertion made by Sonny Vu:</div>
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Karen Holtzblatt has written often about this, but <a href="http://incontextdesign.com/articles/dont-ask-your-customer-comic/" target="_blank">she goes further</a>:</div>
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"Don't ask your customer what they need or want or like. People focus on doing their life. So if you ask them outright, people can't tell you what they do or what they want. It's not part of their consciousness to understand their own life activities."</blockquote>
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Yet, in the world of patient experience, views such as Ann Becker-Schutte's are being expressed:</div>
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And in the experience design world, <a href="http://en.wikipedia.org/wiki/Co-design" target="_blank">co-design</a> -- the involvement of the user or customer in the design process as designers -- is increasing in popularity.</div>
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So how should one proceed?</div>
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IDEO's Dennis Boyle is among those who argue for the need to focus design research on edge cases:</div>
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John Hagel, co-chair of the Deloitte Center for Edge Innovation, makes <a href="http://www.edgeperspectives.typepad.com/" target="_blank">a similar argument</a>, stating that one should explore emerging innovations on the edge that are rising up to challenge the core. In <a href="http://vimeo.com/63576412" target="_blank">a presentation I made</a> at HxD 2013, I pointed out that those on the edge in the world of healthcare include participants in <a href="http://en.wikipedia.org/wiki/Quantified_self" target="_blank">the quantified self movement</a>, participants in <a href="http://www.pewinternet.org/Reports/2011/P2PHealthcare.aspx" target="_blank">peer-to-peer healthcare</a>, and ePatients, three groups which overlap. Quantified self participants continually document aspects of their health and experience, peer-to-peer healthcare participants actively engage with other patients about their health and experience, and <a href="http://thehealthcareblog.com/blog/2013/10/25/patients-not-included/" target="_blank">as stated by Leslie Kernisan</a>, "...e-patients aren't like most patients. They're more motivated, more medically sophisticated, ..." One can argue that such behaviors and qualities make such people better able to know what they do or what they want or need.</div>
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But there is much to be learned from typical patients as well, and observational research might be particularly favored in such cases, though even typical patients have important insights to share. Fortunately, a trend is developing to both ask and observe, and to co-design. However, it is still the case that, whether you are talking about ePatients or most patients, patients continue to be the most underutilized resource in the badly needed redesign of healthcare and the patient experience.</div>
Richard I Andersonhttp://www.blogger.com/profile/03669293190263591598noreply@blogger.com0