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Archive for the ‘Service Design’ Category

Nine Innovation Lessons from the Movie, ‘Baby Driver’

Posted by Plish on July 1, 2017

Saw the movie “Baby Driver” last night.

Great action packed, fun, movie!

There’s one lesson the recurs in the movie:

If you want to avoid getting caught, be willing to drive on surfaces other than the main road.

It’s the same with innovation- to stay ahead of the pack, you need to venture off the main drag.

What are the traits of being on an alternate surface, of being an innovation trailblazer?

  1. The path is not smooth.  In fact, it might be downright bumpy.
  2. You feel like you’re on the verge of being out of control. (But remember, you ARE in control.  You chose this path so you want to be on it!)
  3. You trust your technologies, push them and and get the most out of them, perhaps even use them in unorthodox manners.
  4. You find yourself intensely engaged in the process.  You’re not on automatic pilot – in fact, you CAN’T be or you’ll crash.
  5. You’re learning and getting better all the time.
  6. Your path is unique (Others trying to follow on the main road can’t keep up, and those following you ‘off-road’ have a really hard time because they have to deal with the ‘fallout’ of what you’re doing and they really don’t want to be there – they are there because they think they have to be catch you)
  7. Sometimes you slam on the brakes and make adjustments.  (That’s ok – it might be the best way to stay ahead of the game!)
  8. You get where you’re going.
  9. People say you’re crazy – and/or good.

 

So ask yourself:

Are you on the road to innovation?

 

 

 

 

Posted in culture of innovation, Design, Disruptive Innovation, innovation, Service Design, Uncategorized | Tagged: , , , , , , | Leave a Comment »

Three Words That Will Alert You To Opportunities for Innovation and Growth

Posted by Plish on January 20, 2017

“I don’t understand how anyone could vote for Donald Trump.”
“I don’t understand how anyone could vote for Hillary Clinton.”
“I don’t understand how anyone can play Pokémon for that long”
“I don’t understand why anyone would want to buy an iPad when an Android works just as well”
“How can anyone listen to {Taylor Swift, Kanye West, etc….}?”  (This is a veiled way to say “I don’t understand.”)
I Don’t Understand…

 

Those three words represent a disconnect from people and objects. They represent a lack of understanding of how people are being served, or how their desires are (or aren’t) being met. They point to how we don’t understand how people’s aspirations may be enabled and thus they point to how we don’t understand the opportunities present.

But perhaps more importantly, those three words highlight that we haven’t taken the time to understand people. What does that say about us? We like to think of ourselves as well informed, as perhaps at The Cutting Edge, as caring human beings.  Yet, we are confronted with seemingly inexplicable phenomena where millions of people are fans of a product, service, or person.

There’s a lesson here regardless of what products we like, or what people we want for president, or what games we play. We need to be tuned in to what other people want. If we really want to build better communities, a better world, we need to understand each other. We need to know where people are coming from. We need to know what types of things are passionately driving people in their day-to-day lives.

Niches of (Not) Understanding

Those words, “I don’t understand…” alert us to niches.  When designing products and services, we must play in those niches . And as we’ve seen, those niches can be comprised of millions and millions of people.

Pay Attention

Pay attention to what people do. Pay attention to what people say. Understand what excites people. What makes people happy? What do people feel that they will lose if they don’t have something? What will people feel they will gain if they do have something or if they don’t?

Today the 45th president of the United States, Donald Trump, is being sworn in. His election highlights the fact that there are millions upon millions of people in this country who don’t understand how somebody could vote for somebody else. That means that there are millions of people that’s simply don’t understand their fellow Americans people that’s too high a number.  If we’re designing a better country, (and that’s something that everyone seemingly wants), we need to rise above caricatures and start understanding each other’s motivations and pains.  We need to really understand and not lump everyone into neat little political, racial, socio-economic, etc. silos of categorization.

Misunderstanding

Thinking we understand is perhaps even worse than not understanding at all. When we misunderstand, we risk going down the unfruitful paths.  We risk spending money, time and energy on things that won’t resonate and hence won’t succeed.    Can anyone say “Edsel“?

Listen For Those Three Words

“I don’t understand”  Use those words as a springboard to exploring the relationships, needs, and desires, of people. Those words are the key to new products, services, and even in the bigger picture, a better world.  At at the end of the day, the best thing we can say is, “I understand why…” , or “I understand how…”

Once we understand, we grow.  When we’ve grown, we can get to work designing  solutions:  better products, better services, a better world.

Posted in culture of innovation, Design, innovation, observation, Politics, problem solving, Service Design, Social Innovation, The Future | Tagged: , , , , , , , , , , , | Leave a Comment »

Don’t Worry About the Elephant in the Room, Look for the Chameleons

Posted by Plish on June 30, 2016

 

color-changing-chameleon-lizards

Photo Courtesy of momtastic.com

 

You’ve got multiple experts in a room.  They’re all giving their opinions on the state of a market, or a new product.  Very often this leads to the manifestation of proverbial Elephant in the Room – the obvious issue no one wants to mention because it’s embarrassing, or taboo, as it has implications that could impact the project in a negative way.

While no one wants to talk about the elephant, the good news is that it’s there.  Yes, no one is talking about it (yet), but if  the culture is such that accountability is valued more than meeting deadlines, the elephant will be revealed and it will get talked about.  (If there are negative ramifications for saying something important just because it will negatively impact a product launch, you’ve got bigger problems than the elephant*.)

But very often, there are insights in your Voice of Customer (VOC) feedback that aren’t obvious, that won’t get talked about or dealt with – they’re Chameleons.

Chameleons are more dangerous to your project than elephants (I’m speaking with regards to VOC type data, or any situation where people are interpreting what others believe or are doing. I realize chameleons are cute benign reptiles 🙂 )  .  This is because people don’t know what they don’t know.  But, just because something isn’t known, doesn’t mean it can’t be known, or that there aren’t tell-tale signs present.

Since you can’t see the Chameleon directly, you have to look indirectly for the shadows –  Shifting shadows, a glimpse of movement.  It’s things that are implied, not things that are obvious.  It’s the nebulous things, the directions that are inferred from what is being said and done, not the words themselves.

This is important, because the words themselves are going to be the same words that members of the VOC panel will use when describing the situation to your competition.   If you want to have a product or service that is different and superior to what everyone else does, look for the Chameleon.

What are some tricks for seeing the Chameleon?

When dealing with VOC, a textual analysis is a great place to start.  It can reveal underlying dispositions and assumptions.  It can also show what types of metaphors, and thus what contexts people are using when they talk about your product.  I was once part of VOC feedback and noticed that certain subgroups of clinicians consistently referred to certain medical devices using military-like terms: cocked, captured, loaded, etc.  No one really noticed it because those terms are ubiquitous.   I did some textual analysis and noticed that there was another subgroup that rarely used those terms.  This was a Chameleon!

So I raised the question, do we want people using a war/battle metaphor for this surgical device, or do we want the market to use, and experience, a different, more healing metaphor?

The other tip is to pay close attention to what people do, not only what they say.  Body language, rituals, procedures, actions of any type, can give tremendous insight and reveal the Chameleons that everyone else will miss.

I once researched  a medical procedure and realized the doctor used a particular motion again and again.  The doctor never mentioned he made the movement, but he did it every procedure.  The kicker is that no products on the market leveraged that particular movement.  So I rolled that motion into the product design, creating a more ergonomic, simple, and cost effective to make, product.

Remember, do textual analysis and analyze what people do.  By being cognizant of these two tips, you’ll be well on your way to recognizing the Chameleons when they become present.  It’s well worth looking for them.  Sometimes they hide right next to the elephants. 😉

 

 

*- Actually this is a Cultural, or Corporate Chameleon.

Posted in Behavioral Science, Best Practices, Case Studies, creativity, culture of innovation, Design, Disruptive Innovation, ethnography, innovation, Innovation Tools, observation, problem solving, Service Design, Surveys | Tagged: , , , , , , , , , , , , , , , | Leave a Comment »

Lessons on Innovating Using Cornstraints (It’s Not a Typo)

Posted by Plish on June 6, 2016

Now that we’re in the season of barbecues and beer, let’s delve into innovating using constraints.  For this post we’ll look at innovating how we eat corn on the cob, so we should probably call them “Cornstraints” (Sorry, couldn’t resist 😉 )

Typically, eating corn on the cob is a delicious but messy process because the cob can be slathered with butter, salt, pepper, mayo, pepper sauce, etc. (Corn must be delicious! – User applied constraints).  Most people don’t want this on their fingers (Keep fingers clean –A user applied constraint).  Not to mention, corn cobs are remarkably efficient at retaining heat (an inherent constraint), so holding them at the ends can be challenge if they were recently plucked out of boiling water.

Doing a quick Google search shows people are pretty much dealing with these constraints already.

Capturea.PNG

Most innovations in this space deal with ways of holding the corn.  Inserting sticks or holding the ears of the corn seem to be the most common solutions.  Using napkins or some other intermediate device are also ways of minimizing mess, improving grip, and increasing comfort.

How else can we improve the eating experience?

  1. Who says we have to hold it?  It’s a choice – a user applied constraint.  We can, as some people with dental work do, cut off the corn and eat it with a fork.  We can also use a power drill (as has been done by some folks on YouTube)  but this brings up whether we should ignore another  user applied constraint: All the kernels need to end up in the mouth .  We could also design a corn stand that holds the cob for us; or for that matter, we could ask a friend to hold it for us so we don’t get our own hands gummed up.  This then brings up a possible constraint: Eating Corn on the Cob shouldn’t cause us to lose friends.
  2. Since the center of the cob is often hot, what if we cook the corn without heating the core?  Think of ways to do this and have fun with solar heaters or blow torches!  For that matter, let’s work with the reverse of the constraint (Corn needs to be served hot) and create a delicious COLD corn dish!  What about chemically ‘cooking’ the corn?  We can use enzymes or chemicals to convert the corn into something delectable and yet cool.   Or what if we slice the corn cob into 1/4″ slices so that corn chips takes on a new meaning? 😉  Since they’re thinner, the centers will cool faster and be easier to hold.  Plus, the corn can now be dipped into whatever sauce we want!  We ignore one user constraint (Corn cob must be whole) and turn another on its head (The entire cob must be slathered with the same substance)
  3.  The center of the cob is typically not edible (Inherent Constraint).  So let’s make it edible!  Can we inject it with something prior to cooking it so that it softens and tastes good?

I could go on, but let’s take a look at what I’ve done.

At the heart of all the above ideas is a questioning of the constraint.  Why do we have to buy in to the constraint?  Let’s change it.  Who cares if it’s inherent in the product – work around it!   Personally I like looking at the opposite of what the constraint implies and then find a way to make that reality.  What’s very interesting (and fruitful!) is that as one starts playing with the alteration of constraints, new constraints inevitably pop up.  This makes sense because once constraints get changed, the whole context can change.  This change in context demands that we ask new questions and probe the new constraints that are formed.

So, the next time you’re eating corn on the cob, think about ways of changing the eating experience.  It might make for a great discussion at a party!  I’d love to hear your ideas for changing the experience by experimenting with cornstraints. 🙂

 

 

 

Posted in Creative Thinking Techniques, creativity, Design, design thinking, Disruptive Innovation, Food, innovation, Innovation Tools, Service Design, Social Innovation, Uncategorized | Tagged: , , , , , , , , , , , , , , , , , , , | Leave a Comment »

What do You See? – Are You Doing These Two Things to Improve Your Observational Skills?

Posted by Plish on October 6, 2015

We all know what one swinging pendulum looks like.  But what do multiple swinging pendulums (pendula 😉 ) look like?

I love the pendulum wave because it highlights two key aspects to improving observational skills (and observation is essential to design and innovation!).

  1. Pay attention to the angle of observation (i.e. perspective) – Are you seeing something in the only way possible?  Can you observe the phenomenon from other directions?  Is it the best angle?  From a particular angle, what’s moving and what’s standing still? What’s surrounding what you’re looking at? What’s in the foreground and background?
  2. Be cognizant of how much time you spend looking at something – Are you spending enough time observing something?  Do you feel confident that you’ve seen all there is to see in the time taken? Can you learn something by looking at it less? (Think a snapshot vs. a video)

If you didn’t spend enough time looking at the swinging balls, you could reach inaccurate conclusions as to what was happening.  At one moment they are swinging in a snake like motion.  At another, it looks random.  Look at it from a different direction and totally different conclusions might be reached.

I remember when I was learning to fly a glider, it became second nature to pay attention to other aircraft.  The above two points were especially important in determining if something was on a collision course.  Seeing aircraft moving on the horizon wasn’t  alarming.  It was seeing them NOT moving – and then getting bigger that signaled impending danger.

The angle of view, and the length of time I spent observing, were important to properly assessing the situation.  Look for too short of a time and the speck in the sky isn’t recognized as another aircraft.  Change the direction of the plane I was flying and now the approaching object’s shape and trajectory become more apparent.

This isn’t just about ‘hard’ objects, you can look in a ‘soft’ manner as well.  Is the scowl on the person’s face because of an emotion (short time frame) or a mood (longer time frame)?

Next time you’re looking at something, spend some time interiorizing these two questions.  Reflect on how you’re looking at something, and for how long. Try to look at things from different perspectives.  If everyone is looking at something from the top, try to see it from the bottom.  If people only glance at something, sit down and really look at it for minutes at a time.

If nothing else, you might be taken by the beauty of the world that surrounds us, and you might see something for the first time!

Posted in Best Practices, Design, innovation, Innovation Tools, Service Design, The Senses | Tagged: , , , , , , , , | Leave a Comment »

Design Better Products Using These Seven Tips From SongWriting

Posted by Plish on July 2, 2015

You know how much I like music. You also know how I like using parallels from other industries to supplement what I do.  I came across a great article from BMI (that happen to be the Performing Rights Organization that I belong to) that discusses 7 things to look for in improving one’s lyrics.  After all, a song has less than a few minutes to hook you and if the lyrics don’t work, the song doesn’t work.  It dawned on me that focusing on these 7 facets can also improve your products/services.

Here are the seven tips and how they apply to product design:

  1. Is everything you’re writing related to the hook/message of the song?  Is everything in the design related to the message/meaning of the product?    What message or vibe do you want your product to convey?  Are buttons, directions, colors, shapes, feel, smell all working together to convey the same message?
  2. Have you used details in your verses? Have you used details appropriately in the product?  Architect/Designer Charles Eames said, “The details are not the details. They make the design.” Details call attention to the various centers of a product.  They can work together or provide distraction.
  3. Have you already said it?  Are there unnecessary redundancies in the product?  Not only is excess information (excess detail) annoying it can be confusing and lead to errors in use.
  4. Have you said enough?  Just as saying too much is a problem, not saying enough is equally bad.  Designers can assume that a person using a product knows everything the designer knows about the product: the context of use, how it works, etc.  These assumptions can then covertly get built into the design resulting in frustration and product misuse.  As a designer ask yourself, “Does using this product require knowledge that only I have?  Will the person using this say, ‘I didn’t know I had to do x for y to work!'” If the answers are “Yes” or “Maybe” then find a way to overtly communicate that knowledge.
  5. Is your chorus lyric the main message of your song and is it memorable?  The chorus is the part of the song that most people remember and join in singing.   It sticks in our heads.  Is the main use of the product memorable – does it get stuck in your head?  Does the product create a type of obsession?  Do you want to go back for more?
  6. Do your words sound good sung?  Does the product communicate naturally?  Is the product communicating in ways that are congruent with the desired experience?    Is there a unified brand experience? Does something seemed forced about the product interaction?
  7. Are the little words like “and,” “but” & “’cause” used properly, or can they be removed altogether?  Every action leads to an action and/or reaction.    Do I have to press this and hold that to make something work?  If I swipe but don’t use four fingers will it cause something undesirable to happen?  Does everything in a product get straight to the point?  If it doesn’t, it should be by design, not by accident. Little words like “and” and “but” create connections that can lead to confusion and a lack of intelligibility.   If they can be removed, remove them.  If you can’t remove them, make sure that each “and” or “but” in the product design is important and essential.

There you have it. Next time you hear a song that you’re singing along with, think about what makes that song work.   More importantly, think about ways to make your designs sing! 🙂

 

Posted in creativity, Design, Experience, innovation, Innovation Tools, Musical Creativity, Service Design, The Senses, User Interface | Tagged: , , , , , , , , , , , , , , | Leave a Comment »

Brand Strategy and Design – One Collective Voice at FUSE 2015

Posted by Plish on March 23, 2015

Yes, one of my favorite conferences is coming up and I hope to see you there!

FUSE 2015

From April 13-15  in Chicago, Illinois, the Loews Hotel will be home to a provocative and inspiring mix of leaders in Design, Brand Strategy, Marketing, Innovation, Trends, and Strategy.  For 3 days you will have an opportunity to learn, network and enjoy stimulating talks, workshops and more.

I always leave FUSE with a mindful of ideas and things to share.  To aid my recall, I capture my experiences of FUSE in concept maps.  You can go to Slideshare and check out my maps of DAY 1 and DAY 2 from last year.

Looking forward to seeing you there and hearing your experiences!!

Posted in Brands, creativity, Design, design thinking, innovation, Service Design, Trends | Tagged: , , , , , , , , , , , , , , | Leave a Comment »

Designing Delighting Moments – Sing “Hello” to Dr. Carey Andrew-Jaja

Posted by Plish on October 14, 2014

This video is the definition of delighting customers.

It’s no secret that delighting customers is extremely profitable. But it can also have another side effect.  It can create a better world.

Enter Dr. Carey Andrew-Jaja.  This “Singing Doctor” has sung to more than 8000 babies as they entered the world.  His expression of joy, at a time of joy, brings joy to healthcare practitioners and patients alike.

Says Dr. Andrew-Jaja, :”Each of us has to find a way — in medicine and other walks of life — to communicate a cheerfulness to those we work for and with, and it keeps everybody happy.”

Or, as Disney says: “Every leader is telling a story about what they value.”

It’s the commitment to a value that empowers someone to stand firm in those behaviors that may elicit judgment.  This Doctor values the joy of a new life being born, and thus creates an environment of joy, anticipation, and excitement through song.  Everyone present can’t help but be touched.  In fact, people even make musical requests ahead of time!

What is truly amazing about this, is that if someone were tasked with designing a more delightful birthing experience there would no doubt be suggestions around the check-in and discharge processes, the use of the best drugs, pleasant and calming aromas and colors in the patient rooms, etc..  Perhaps someone would suggest music in the background.  But, few would suggest that the doctor lead everyone present at the birth, in a chorus of “Happy Birthday!”

Delight is a phenomenon of the Now.  It is about presence.  If you want people to experience delight, delight must be present.  Presence is best mediated through personal interaction.  I’m here, with you.  You’re here, with me.  We are together. This is what we are experiencing!  This is ours, this is yours.  Own it. Revel in it. Be free to experience it.

Research shows that delighting customers starts with putting employees first.  By doing this, delight is made present in  employees.  This pool of delight can then be freely experienced by others.

Remember this video.

Think of what it represents.

Joy. Courage. Family. Life. Love.

This is delight!

Now, make that present in your day.

Posted in Authenticity, Customer Focus, Design, Experience, Healthcare, Service Design, The Human Person | Tagged: , , , , , , , , , , | Leave a Comment »

When a Company Won’t Give What it Clearly Has – Designing Customer Experience

Posted by Plish on September 25, 2014

Have you ever asked for a side of Apple Chips at Panera Bread?  These are the responses I usually get:

“Sure” (He/She then types in a special instruction on the screen and I get apple chips)

“Sure” (He/She can’t find the button on the register for ‘Apple Chips’ so he/she calls the manager who then responds:)

“I”m sorry but we can’t do that.” (after which I beg and plead to no avail, except for one time when a manager responded:)

“Since you’re getting a Fuji Apple salad, and that has apple chips on it, I can add another side of apple chips.”

When turned down once, I even offered to pay extra for apple chips. The response?

“Sorry, there’s no way for me to process that payment.”

Understand, it’s not like I’m asking for something that’s not on the menu.  It’s used as a garnish on the Fuji Apple Chicken Salad and Oatmeal.    But, somewhere there is an (un?)official edict that “Thou shalt not give apple chips unless with a salad or Oatmeal.”

I’m sure that it’s probably a cost issue.  The apple chips are more expensive than regular chips, and thus don’t provide the profit margins that Panera would like, especially when they’re being given away as a side.

 That still doesn’t explain the stupidity of not supplying them to a customer who offers to buy them!

This isn’t only Panera though.  Cable and Satellite companies do something similar but dress it up differently.

Become a Subscriber now and receive 12 months of service for $24.99* a month!

What’s especially painful about this offer is that people who have been subscribers for 5 years don’t get the offer.  They still have to pay $54.99 a month.  The loyal customer gets shafted, the newcomer gets rewarded.

How is this like the Panera situation?

In both cases, a company has something but will only share it on their terms, not on the customers.  Panera has apple chips, Cable/Satellite/Cell companies have price breaks that they’re not willing to give to loyal, long-standing customers.

Don’t get me wrong.  Companies have every right to portion out their profits/losses how they want. But, it comes down to these simple questions:

Are your customers important to you?

Do you want them to have an amazing experience of your services and/or food?

Do you believe growth is directly related to how you treat your customers?

Steven S. Little, author of the wonderful “The MilkShake Moment: Overcoming Stupid Systems, Pointless Policies and Muddled Management to Realize Real Growth,” makes a point for the importance of valuing the customer, the person, over policy and profits.  Profits will follow when the customer is placed first.

It’s not complicated.

It’s simply about having the guts to care about people, to be willing to act in simple, but profound ways that scream, “You are important to me!” without fear of being called on the carpet by Corporate.  It’s about making someone a milkshake even when it’s not officially on the menu; or in my case, giving me a cup of Apple Chips.

Posted in Customer Focus, Design, Experience, Service Design | Tagged: , , , , , , , , , , | Leave a Comment »

Inspiration from “The Rebbe” into Redesigning Healthcare, Starting with the Word We Use

Posted by Plish on June 14, 2014

While driving to a 24 hour Walgreens in the wee hours of the night, I was listening to the radio and heard an interview with Rabbi Joseph Telushkin, author of Rebbe: The Life and Teachings of Menachem M. Schneerson, the Most Influential Rabbi in Modern History.

Rebbi Telushkin pointed out that the Rebbe believed in the power of words and he made it a point to use optimistic, positive words.   So strong was the Rebbe’s belief that it influenced the author, Rabbi Joseph, to use the words “due date” as opposed to “deadline” when talking about projects.  “Due dates” are synonymous with births, “deadlines” with, well, death.

The Rebbe carefully chose his words and therefore used the phrase beit refuah, when he spoke of a hospital.  Translated it means ‘house of healing.’  Most people used the term beit cholim, which means ‘house of the sick’.

Think about that.

When you hear the word “hospital” what do you think of?

If you’re like most people, you’ll probably say, “That’s where the sick people are.” Maybe you’ll mention something about people getting better but, odds are, the first thing that’ll  probably come to mind is sickness, not healing.

That’s interesting because the word “hospital” comes from the Latin word hospes. The word meant a foreigner/stranger or guest.  It’s actually the root word for “hospitality”, “hostel”, “hotel”, and “hospice”.

Do you consider hospitals synonymous with hospitality?  While the Ritz-Carlton has given customer services lessons to healthcare facilities, and many hospitals are upgrading their food quality and redesigning their interiors, the cultural change hasn’t occurred yet.  People still don’t identify hospitality with hospitals.  For that matter, unfortunately, I don’t believe that healing is identified with hospitals. I’ve even heard of hospitals being described as those places where people get sick!

Some places are making the change and trying to change peoples’ impression of what healthcare facilities represent.

Cancer Treatment Centers of America has taken the step of using green colors and logo that has a tree and a person playing and a dog.  They clearly want to convey their commitment to life and living.  Their facilities are even designed in V-shapes, almost like open arms.  They really don’t look ‘hospitally’. Check them out some pictures here.

The lesson here is that language is important.   From healthcare terms, to renaming strategic plans, to renaming project ‘post-mortems’, I believe it’s important that we use terms that take us in positive directions and make us think of what it really is that we want to accomplish.  Too often we just use common phrases, seldom taking the time to understand the impact of those terms in shaping our worldviews and how we approach problems.

Whether it’s healthcare or a relationship you’re trying to improve,

think about the words you use,

think about the metaphors that describe your challenges,

think about the ramifications of words,

and choose words that build up, that inspire, that give life, that cause you to look at people and situations in new and exciting ways.

The Rebbe would be happy…

 

 

Posted in Customer Focus, Design, Healthcare, innovation, Religion, Service Design, Social Innovation, The Human Person, Wellness | Tagged: , , , , , , , , , , , , , , , , , , | 1 Comment »

 
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