Beyond the Knee Jerk
Solution
Alison Schiena
seeclearlyconsullting.com.au
[email protected]
Designs Matter
Content Matters
Scoping Matters
Grab some Lego while I start
introducing the session
Why use interactive methods and Lego during
scoping and design stages?
• Enhances innovation
• Hands on = minds on
• Deepens reflection and dialogue
• Engagement and buy in
“You can learn more about a person
in an hour of play than you can from
a lifetime of conversation” – Plato
lego.com/en-us
Activity 1
• Advertised as unsinkable ship
• 2,200 passengers and crew
• Largest movable object ever made
• Hit iceberg and sank
• 705 survivors
• Captain Smith ordered to make a “record crossing time”
• In 3 minutes build a model of an unsinkable Titanic
• What would you need to include?
• Would you need to consider?
• Why wont your model sink?
memecenter.com
Activity 1 – your model’s “story”
• Why won’t your model sink?
• One non-negotiable
Effective scoping – who should be at the table?
Consider:
• Key leaders
• SMEs
• Project team
• End users
• Stakeholders
dumpaday.com
Activity 2
• Solutions change with effective
scoping
• You are responsible to build the
Titanic and see it finish it’s
journey
• Considering details on next slide,
in 3 minutes add to or rebuild
your model
Activity 2 – Enter SMEs
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Outdated maritime regulations - lifeboats
Poor clothing and no binoculars - lookout
Ignored 7 heavy ice warnings - unsinkable
Titanic replied “Shut up we are busy” – Captain
not told
Earth closer to the moon – hot summers
9GAG.com
Poorly-cast wrought-iron rivets – allowed water in
Titanic’s builder over committed – less quality
Thermal inversion and lookouts vision – smog so didn’t see iceberg
Thermal inversion meant Californian didn’t rescue – Titanic not sinking
Captain ordered to keep sailing after impact - rescue boats didn’t make it
Passenger’s didn’t think it would sink – some remained on board
Activity 3 –group design
• Record one non-negotiable
• In 3 minutes, use your models to
build a group model of a Titanic
that makes it to it’s destination
Activity 4
• Share models
• Compare non-negotiables
before and after SMEs
jpegy.com
Activity 5 – call centre case study
• Your brief is to design face to face
communication training for
handling difficult customers
• What would you need find out for
this brief?
• How would you know the brief be
the best solution?
• What would you need to ask?
Activity 5 - Some questions we asked……
• What are the aims of the call center?
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Why are customers difficult?
Who are the staff ?
What tools do staff have?
What training is already in place?
What is the salary?
What would attract staff to stay in these positions?
How are stakeholders impacted?
Why are customers important?
Activity 5 – enter more information
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New government debt collection unit
Mainly agency staff, some travellers some locals
Recruiting for permanent jobs in 12 months
One of lowest graded positions in business unit
• Public angry over historic fines
• Length of time spent on phone increases emotions
• Revenue collection a priority
• Computer systems slow and difficult to navigate
• Procedures lengthy
• High staff turn over
Activity 5
• 3 minutes to build a model of
how this work unit will look in
12 months if nothing changes
• Share model’s story to your
group
• Record non-negotiable
Activity 6 – group solution
• Activity 5 identifies the risks and what
is important to consider
• In 5 minutes, using your nonnegotiable and model, develop a
group strategy for the call centre
• Share to larger group
• Debrief differences between strategies
and original brief
Recap
• Scoping matters
• Right people at the table
• Ask the right questions
• Make sure activities have
purpose
• Building and activity enable
creativity and innovation
• Work backwards first and
then forward