Observing conflicts to leverage new ideas on design thinking
It seems trivial to create something from a conflict, but if the aim is to create something new and that solves a problem no longer seems so banal.
The same conflict can be observed by different people with different results according to the environments or contexts.
We Observe conflicts in meeting rooms to set company strategy or in the operating room of a hospital by the divergence of views regarding the best procedure or in the next room, in the same hospital for a diagnosis to a child.
GE can help us to think a little about the use of observation of the conflict to find solutions to various problems. But GE is not alone, is also with the assistance of design thinking.
For GE, the design process begins not from the standpoint of engineering, but gaining a deep understanding of people who will interact with the equipment. They do not leave from ideas they begin from unmet needs.
They do not draw products, draw experience and make supported on observation.
“Of course I watch people, people who interview, but more importantly we want to understand their business – how they work , “he says . “Generally, there is a big difference between what you do, and you say yes, then we are also looking at the needs not expressed. “- Bob Schwartz
One particularly colorful example is the development of “GE Healthcare “in a pediatric solution that removes some of the conflict situations that children experience during the diagnosis.
It’s all about taking lessons learned from the world of design and applying it to the healthcare space so that small lifestyle changes, often fueled by new technologies, can have enormously positive results when it comes to improving health. – Tim Brown
Interventions of design thinking are not restricted to situations of health care and are not solely directed at products.
Roger Martin says that, when attending a meeting with managers of a mining company, in which the conflict was the daily menu and the participants could not agree on what would be the best strategy, he remember :
“Instead of having them talk about what he thought was true; ask them to specify what should be valid for the option on the table to be a fantastic choice. It was magical. Conflicting points of view came to be together to really understand the logic of the options. “
If we find that a particular idea is the wrong way to approach a problem , and someone asks if we think this is the right way, we answer ” no “and we defend our beliefs against everything and everyone.
Yet if someone asks us to find out what we think would be valid for an approach to work, your frame of thinking changes. Nobody is asking us to take a position on the idea, asking us to just focus on what would have to be true to the idea that resulted.
“This subtle change gives people a way to get away from their beliefs and allow the operation by which one gives the opportunity to learn something new.”
Design thinking uses observation as “the center stage of their action.” Design thinking is the application of integrative thinking to the task of resolving conflicts such as in the opposition analytical vs. intuitive.
“Integrative thinkers in an organization, build models, rather than choose between two options. Their models include consideration of many variables – customers, employees, competitors, resources, cost structures in the sector, and regulation – and not just a subset of the above. Their models capture the complex, multifaceted causal relations and multi-directional between the key variables in any problem. Integrative thinkers consider the problem as a whole, instead of dividing it and working parts. Finally, creatively resolve tensions without doing boring face and transform challenges into opportunities. “Roger Martin
It is these opportunities that the narrative as a privileged instrument of design thinking, snaps to develop.
The dramatic conflict is an absolute necessity on any form of narration. He puts the challenges and obstacles that the main characters have to face and details the way in which these characters will overcome them, or not!
Without conflict, no story!
The conflict does not contribute to good stories, but it helps the stories as a mirror of the human condition by which we all grow and change as we move forward in life.
The perceived conflict, transformed into a strategy or part of a good story is a great approach for developing design thinking!