Reflection – Visualization

Challenge:

The first tool I used was the tool of Visualization, or Visual Thinking, to achieve a shared understanding  of a problem space among a diverse group of stakeholders before attempting to identify and define  possible solutions to the problem. I used this approach often with my colleagues who are working to  apply technology innovations to modernize their tasks and the delivery of their services to their various  customers both internal and external.

Selection:

I have used the technique of using a rectangular box visualization of a problem domain with a set of  questions or prompts for discussion to allow everyone to learn from each other in the process of  defining the scope, boundaries, key elements, and relationships between elements to consider when  identifying pain points and opportunities for improvements or solutions.

Application:

I start the process by creating a rectangular graphics of the problem domain. To develop the rectangular  graphic, I will draw from any existing material available to understand the environment. The existing  material may be operational or procedural documents, training materials, marketing materials, and  other auditing reports.

Where materials were not available, then I conducted an informal interview with some of the  stakeholders who serve as the main points of contact on the initiative.

The frontstage/back-stage approach helps to reinforce the notion that every service – even an internal  service – has customers with whom the service provider interacts and internal processes that enable the  organization to provide the service. The template I often start with also has a column on the left to  identify vendors and Value Chain Providers and a column on the right to identify downtime that may  add constraints to how the organization operates.

The rectangular graphic is simple, using simple shapes and icons available in Microsoft word/  PowerPoint or on the Internet.

Where the used view does not seem to be clear enough to the relevant stakeholders, then the need to  create a different type of visual, either based on a high-level process flow with swim lanes for different  stakeholders, or another format.

For the activity, stakeholders will be divided into various groups each representing a different area of  interest. Each group receives a sticky note to make comments after which I give them two-three  questions to answer, which includes:

1) What key elements are missing from the graphic?

2) What would you change about the graphic to make it more accurately reflect your problem space?

3) What key insights do you have about the relationships between the entities in your problem space? I  give them approximately 20 minutes to discuss the questions and mark up the graphic. After the session,  I digitize each group’s poster as an artifact, create a view that combines the shared and new insights

from the group discussion, and then create a revised graphic that incorporates their feedback and  proposed changes that they agreed to as a group.

Insight:

What I have learned from conducting this exercise with several groups is that while the graphic –  especially the revised graphic that incorporates their feedback – is important for reinforcing their  understanding of the problem they are working to solve, the more valuable aspect of the activity is the  shared insights and shared learning that occurs while they are working to define their problem space.  The graphic gives the diverse group of stakeholders a focal point for discussion that allows them to  share their perspectives and develop insights into potential root causes of their problems. They can  quickly identify where they are in the graphic – or if they are missing – and can more quickly gain new  insights about relationships between key entities instead of taking time to identify them. It also helps  them to identify what they don’t know; in what areas they need to obtain information or data to provide  the values for the variables.

Approach:

Since I discovered that the most valuable aspect is the shared insights and learning, next time I would  use the visualization activity as a starting point for a series of design thinking activities. Then the revised  graphic that incorporates their combined feedback can serve as a reference tool throughout the  remainder of their work.

