Reframe: Shift the Way You Work, Innovate, and Think by Mona Patel

Author:Mona Patel
Language: eng
Format: mobi, epub
ISBN: 9781619613188
Publisher: Lioncrest Publishing
Published: 2015-06-21T14:00:00+00:00

PROBLEMPATHY MAP: Empathy Maps encourage exploration of all the facets of the user’s world so that, as a designer or problem solver, you see things from the user’s perspective.

The formula is simple: I want to X (goals), but Y (barriers). So, in the mobile phone example,

I want to give my owner access to me at all times, but my battery runs out fast.

I want to be taken everywhere, but my designers made me too big to fit in a pocket.

In the following Problempathy Map example, we chose to personify a pile of dirty clothes.

I am a pile of dirty clothes.

I want to make you look good, but I’m dirty and disgusting.

I want to feel clean, but I need you to wash me.

I want to do you proud, but I’m stained and my quality is diminishing.

I want to bring you options, but you keep me in the hamper.

I want to be worn and valued, but I’ve been forgotten.

I want to change the way I smell, but you keep making me sit in my filth.

I want to help you look good, but I don’t even look good myself.

I want to impact your confidence, but you neglect me.

I want to be seen as trendy, but I’m slowly becoming out-dated.

Once you’ve completed both the Empathy and Problempathy Maps, you would identify at least five key learnings from each and ask: Where are the real pain points? Where are the real opportunities?

Problempathy Maps personify objects and interfaces, which are so different from users that we find that it’s easier to focus more on facts than assumptions. For example, Problempathy helps us think about our scoping process and look at it from a proposal’s perspective rather than a client’s. Or, in the case of our revamped organization chart, we looked at the problem from the chart’s perspective and ended up with something radical and different in the form of intersecting circles rather than a traditional hierarchical organization chart.

Working with employees on these Problempathy Maps has been eye-opening because we both are trying on a new lens, and are able to see more problems more objectively than before. It gives all a safe way to talk about problems from the same side of the table, removing some of the defensiveness and assumptions that cause blind spots.

WHAT I KNOW

One of my biggest learnings to come out of this experience is to constantly remind myself to differentiate my facts from my beliefs.

First, brain dump. Write down everything that comes to mind when you are thinking about a particular problem. List all the things you know about laundromats.

Now, put an “F” next to all the ones that are facts.

Look at the ones you marked as facts and reconsider them. How many of these are actually facts? Which ones can you prove irrefutably? You have actual data to back it up. People would universally agree that the statement is 100% true. There are no edge cases or exceptions. Which ones would stand up in court if you had to defend them?

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