PPB August 2018

WATER COOLER Better Business Relationships By Design Approach problem-solving in the workplace with design thinking. If tried-and-true solutions to problems in the workplace are leading you down the same road—or in circles—try approaching them with design thinking. This methodology takes a solution-based approach and has been seen as useful for tackling complex problems that are either ill-defined or unknown. The standout element of design thinking is its focus on understanding the human needs involved, reframing the problem in a human-centric way, emphasizing solutions through brainstorming sessions and encouraging a hands-on approach to testing the proposed solutions. Design thinking is comprised of five stages: 1 Empathize. To empathize with the problem at hand, practice observing, engaging and empathizing with people most affected by the problem, and become immersed in the environment in which the problem exists or is felt most strongly. Empathy allows leaders and design thinkers to set aside their assumptions and gain insight into the needs of others. 2 Define The Problem. Use the information gathered in the empathize phase to define the problem in the context of those who are most affected by the problem and any suggested solution. For example, instead of framing the problem as, “We need to reduce safety violations among our warehouse staff,” frame the problem this way: “Our warehouse staff are valuable members of the team who deserve to work in a safe environment.” 3 Ideate. The ideate stage is the fertile field where solution seeds can be planted. Thinking outside the box should be encouraged, as well as strategies for ideation such as Brainstorm, Worst Possible Idea and SCAMPER—an activity-based thinking process that consists of seven techniques (substitute, combine, adapt, modify, put to other use, eliminate, reverse) designed to produce creative solutions. 4 Prototype. Prototypes—scaled-down, inexpensive versions of problem scenarios—become the testing ground for proposed solutions. Prototypes may be shared within the team itself, or with the larger workforce. The goal is to find the best possible solution by acting out these test scenarios, and accept, improve and reexamine, or reject the tested solutions on the basis of user experience. 5 Test. Solutions that make the final cut should undergo rigorous testing; what this looks like will depend upon a company’s individual blueprint, but the goal is to generate results that can be used to redefine the problem and help leaders understand the users, as well as how, when and why solutions are used. This phase does not produce a fixed, permanent solution, but rather one that can be adjusted as necessary. The process may look linear, but in reality, teams may find that one or more stages will occur simultaneously, and they are not necessarily sequential. Flexibility is the hallmark of this strategy, which should lead to solutions that put people first. | AUGUST 2018 | 63 THINK Jen Alexander is associate editor of PPB.