Example Reflection – Visualization Challenge & Selection

The first tool I used was the tool of Visual Thinking, to achieve a shared understanding of a

problem space among a diverse group of customers before attempting to identify and define

possible solutions to the problem. I use this approach often with our customers of various

regions.

I usually use the technique where I give them scope for discussion and express their view and 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.  I start the process of application by creating a diagram of the

problem and its underlying causes. To understand the problem , I  draw from any existing

material available to understand the environment. The materials could be found from  various

documents, training materials, marketing reports and many other such documents. If materials

are not available, then I conduct informal interviews by dividing the customers in different

groups who serve as my main points of contact on the initiative.

Each group receives a poster-size copy of the straw man graphic that they can write on directly,

or use sticky notes to make comments. I give them two-three questions to answer, such as: 1)

What key elements are missing from the problem? 2) What would you change about the problem

before you 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 30 minutes to discuss the questions and mark up the graphic. Then I

have each group report out on their answers to those three questions with a message that no one

is here to judge and can be as expressive as possible.

As each group reports out, I record commonalities in the insights of each group, and then

additional insights that come from the group discussion on an additional copy of the graphic.

Insight & Approach

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.

They can quickly identify new insights about relationships between key entities instead of taking

time to identify them. They can also identify variables in the problem space – that is, it 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.

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.

