Visualization

Challenge & Selection

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 use this approach often with our customers,  who are government agencies working to apply technology innovations to modernize their mission  or the delivery of their services to their customer, which may be U.S. citizens, businesses, and non- citizens.  I have used the technique of using a straw man visualization of a problem domain with a  set of questions or prompts for discussion to allow a diverse group of stakeholders 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.

ApplicationI start the process by creating a straw man graphic of the problem domain.  To develop  the straw man 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, GAO or other auditing reports.  If materials are not available, then I conduct  informal interviews with one-three of the stakeholders who serve as my main points of contact on  the initiative.

If appropriate to the situation, I will borrow the concept to “front-stage/back-stage” from previous  research, and discussed in David Gray’s book, “The Connected Company”.  The front-stage/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 Partners and Value Chain Providers and a column on the right to identify Oversight  Organizations, such as Congress, GAO, labor unions, advocacy groups, and other entities that may  add constraints to how the organization operates.  The straw man graphic is simple, using simple  shapes and icons available in Visio or on the Internet.  If the front-stage/back-stage view doesn’t  work, then I will 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, I will divide the stakeholders into groups of 5-6 participants each representing a  different organization or area of interest.  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 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.  Then I have  each group report out on their answers to those three questions while pointing to the mark-ups on  their poster.  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.

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 & 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.  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.   While they could create the graphic from a blank slate in a collaborative manner, starting with a  straw man jump starts the conversation for them. 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.  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. Then  the revised graphic that incorporates their combined feedback can serve as a reference tool  throughout the remainder of their work.


Visualization Challenge & Selection 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 use this approach often with our customers , who are government agencies working to apply technology innovations to modernize their mission or the delivery of their services to their customer , which may be U.S. citizens , businesses , and non- citizens . I have used the technique of using a straw man visualization of a problem domain with a set of questions or prompts for discussion to allow a diverse group of stakeholders 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 . ApplicationI start the process by creating a straw man graphic of the problem domain . To develop the straw man 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 , GAO or other auditing reports . If materials are not available , then I conduct informal interviews with one - three of the stakeholders who serve as my main points of contact on the initiative . If appropriate to the situation , I will borrow the concept to “ front - stage / back - stage ” from previous research , and discussed in David Gray ’s book , “ The Connected Company ” . The front - stage / 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 Partners and Value Chain Providers and a column on the right to identify Oversight Organizations , such as Congress , GAO , labor unions , advocacy groups , and other entities that may add constraints to how the organization operates . The straw man graphic is simple , using simple shapes and icons available in Visio or on the Internet . If the front - stage / back - stage view does n’t work , then I will 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 , I will divide the stakeholders into groups of 5 - 6 participants each representing a different organization or area of interest . 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 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 . Then I have each group report out on their answers to those three questions while pointing to the mark - ups on their poster . 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 . 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 & 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 . 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 . While they could create the graphic from a blank slate in a collaborative manner , starting with a straw man jump starts the conversation for them . 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 . They can also identify variables in the problem space – that is , it helps them to identify what they do n’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 . Then the revised graphic that incorporates their combined feedback can serve as a reference tool throughout the remainder of their work .