Session 1 creative problem solving through human-centered design

Monday, September 28, 2015Monday, September 28, 2015
Creative Problem Solving
Through Human-Centered Design
Presented by:
Marie Wehrung, Rice University
September 28, 2015

Monday, September 28, 2015 Session 1 - Creative Problem Solving through Human Centered DesignMonday, September 28, 2015 2
What is this?
45 seconds, one idea per sticky note

What could this be?
45 seconds, one idea per sticky note
Session 1 - Creative Problem Solving through Human Centered Design 3

Agenda
Our session today will be all about Human-Centered Design...
• Introduction
• Methods
• Activity
• Application
• Resources
• Takeaways

Objectives
By the end of this session, you will:
• Understand what Human-Centered Design (HCD) is and
when/why you’d want to use it
• Experience two Human-Centered Design methods firsthand,
and how to apply them
• Be able to define situations in which to apply Human-Centered
Design on your campus

Introduction to
Human-Centered Design
9Session 1 - Creative Problem Solving through Human Centered Design

Introduction to Human-Centered Design
Human-Centered Design is the discipline of generating solutions
to problems and opportunities through the act of making
“something” new, where the activity is driven by the needs,
desires, and context of the people for whom we design.
LUMA Institute

• Creative approach to problem-
solving
– Starts with people you’re designing for
– Ends with new solutions tailor-made to
suit their needs
• Can be used to approach any
number of challenges, including
service design, space design, system
design

• Inspiration – you have a
design challenge
• Ideation – you have an
opportunity for design
• Implementation – you have
an innovative solution
Three phase process

Mindsets of Human-Centered Designers

Why do Human-Centered Design? Because it can . . .

Monday, September 28, 2015 Session 1 - Creative Problem Solving through Human Centered DesignMonday, September 28, 2015
Uncertainty Themes/Patterns Insights Clarity/Focus Pilot
Dialogue Research Discover Reflection Ideation Concepts Reflection Refinement Prototype
Design Develop Design/Develop Design/Develop
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Human-Centered Design Methods

18

19

20

Application Activities:
Rose, Bud, Thorn and
Affinity Clustering

• A technique for identifying things as positive (rose), having
potential (bud), or negative (thorn)
• Benefits
– Helps you codify research data
– Invites input from all team members
– Facilitates productive discussion
– Helps you identify issues and insights
24
Application Activity: Rose, Bud, Thorn
Session 1 - Creative Problem Solving through Human Centered Design

• A graphic technique for sorting items according to similarity
• Benefits
– Helps you identify issues and insights
– Reveals thematic patterns
– Facilitates productive discussion
– Builds a shared understanding
26
Application Activity: Affinity Clustering

Step 1: Work in teams of three or four people.
Step 2: Take at least a few of each color of sticky
note.
• Pink = Rose = Positive
• Green = Bud = Potential
• Blue = Thorn = Problem
28

Step 3: Think about HR’s ability to apply Human-
Centered Design (HCD) principles in Higher Education.
Step 4: On your own, take 7 minutes to write down at
least 2 Roses, 2 Buds, and 2 Thorns in response to the
above statement. Write only one item per sticky note!
What’s positive/what works about HR’s ability to apply HCD principles
(to service, space, and/or system design) in Higher Ed?
What potential exists about HR’s ability to apply HCD principles (to
service, space, and/or system design) in Higher Ed?
What problems exist about HR’s ability to apply HCD principles (to
service, space, and/or system design) in Higher Ed?
29

Step 5: Pick a team facilitator.
Step 6: Have one person describe, then place, an item
on your flipchart paper.
Step 7: Facilitator invites others to place similar items
(regardless of color) in proximity.
Step 8: Repeat the pattern until all items are included.
Step 9: Discuss and rearrange items as groupings
emerge.
Step 10: Label the clusters that finally take shape.
30

Step 11: Debrief
• With more time we would have consolidated
your small group’s themes with those of the
rest of the room – that’s when the fun really
begins!
• What observations did you make based on the
conversations in your small group?
31

Case Studies

Case Studies
• How we came to use HCD
• How it went
• What came of it

Case Study # 1: School of Humanities
– Fall 2014: Dean’s Office wanted to streamline staffing model,
moving from each department having one or more “jack of all
trades” staff members to having specialists (financial, graduate
recruiting, website management, events planning, etc.) carry out
specialized functions school-wide
– While consistent with our broader “Careers@Rice” initiative
(compensation study on steroids) currently underway, the idea
met with major resistance from most staff and faculty

• How we came to use HCD (cont’d)
– I was invited into the conversation in November 2014, and after
hearing about the intention of the Dean’s Office, and the
resistance it was receiving, suggested we apply some Human-
Centered Design methodology and invite input from the school

• How it went
– Facilitated 7 sessions between February 17 and February 26,
2015
• 37 Faculty members participated
• 28 Staff members participated
– During each session, explained reasons for and details about the
sessions
• Wanted participants’ uncensored input on the following topic:
– Tell us about the School of Humanities’ ability to provide support for:
» Program growth
» New initiatives
» Service to all faculty, staff, students, alumni, visitors

• How it went
• Confidentiality would be maintained
• Wanted to hear from participants about the issues they thought existed
in the school
• Would take feedback to school administration to determine next steps
• Would look to include their participation in next steps
– Participants engaged in three activities:
• Rose, Bud, Thorn
• Affinity Clustering
• Importance / Difficulty Matrix

• How it went
– Transferred data captured on flip chart paper into spreadsheets
– Consolidated Rose, Bud, Thorn feedback from all seven sessions
into 13 themes
– Consolidated Importance / Difficulty Matrix feedback into one
document per session
– Posted all feedback into online repository, accessible by every
benefits eligible faculty and staff member in the school

• How it went
– In March 2015, met with members of the Dean’s Office staff to
• Share the aggregated feedback from all groups
• Discuss how participants’ current reality compared to theirs
• Ask them to identify the themes they heard emerging from participants’
input, and capture those themes on their own Importance / Difficulty
Matrix
• Identify next steps in the process

• How it went
– Next steps in the process:
• Update the Faculty Task Force on the actions taken to date
• Prioritize top issues to address
• Organize action learning group(s) to address top priority (priorities)
– 3 – 5 members in a group
– 90 day MAX timeline to arrive at a recommended solution
– All groups meet at same time with Sponsor (Dean’s Office) every 3 -4 weeks to
report out on progress, challenges, etc.
– Marie will provide guidelines, templates, etc. for action learning group(s)

• What came of it
– Dean’s Office:
• Identified three key areas to pursue, based on input from spring sessions
• Created project charters for each of those three areas
• Distributed project charters to staff, and invited their participation in
project teams
• Sent lists of interested staff, and their rank order preferences for
projects, to Marie

• What came of it
– Marie:
• Assigned individuals to project teams based partly on their preferences,
partly on balancing teams, and partly on ensuring representation across
teams (not too many from one office on the same team)
• Met with each team individually to develop Team Charter (guidelines for
how they’ll function as a team), and ensure their understanding of their
charge for the project

• What came of it
– The Teams:
• Set meeting dates in order to meet project milestones:
– Draft of proposed solutions submitted to Dean’s Office by September 23
– Project team leads meet with each other and Dean’s Office on September 30 to
apprise each other of status of projects to date
– Draft Implementation plan for proposed solutions due to Dean’s Office by October
23
– Project team leads meet with each other and Dean’s Office on October 28 to
apprise each other of status of projects to date
– Final draft due to Dean’s Office by November 23
– Before the end of fall semester, meet with all groups and project sponsor to
present solutions

• What came of it
– The Teams:
• Are more engaged in the topic, and highly appreciative of having the
opportunity to offer input
• Are learning to think more holistically about the school, and less about
individual departments / centers / institutes
• Identified a number of the same problem areas that the Dean’s Office
had stated last year, and are starting to come up with solutions similar to
those that the Dean’s Office was pitching . . .
– The school, and this process, will serve as a model for others

Case Study # 2: Performance Management
– Based on responses to date from our work with the School of
Humanities, and the need to engage many from across campus in
the Careers@Rice initiative, we opted to apply Human-Centered
Design methods to examining the issue of Performance
Management at Rice

• How it went
– Round 1: Facilitated 5 sessions for 47 Staff members from July 7
to July 16, 2015
– Participants engaged in three activities around the topic of
Performance Management at Rice:
• Rose, Bud, Thorn
• Affinity Clustering
• Importance / Difficulty Matrix
– Responses from all groups were summarized in spreadsheet

• How it went
– Round 2: Facilitated 5 sessions for 41 Staff members from August
3 to August 14, 2015
– Participants engaged in two activities around the topic of
Performance Management at Rice:
• 5 Whys in response to “Performance Management is not practiced
effectively at Rice”
• Force Field Analysis to identify Driving and Restraining Forces around
implementing robust Performance Management process at Rice
– Responses from all groups have been summarized and are under
review

• How it went
– Round 3: Will facilitate 5 sessions for Staff members from
October 1 to October 7, 2015
– Sessions are still under design
– Participants will engage in activities to identify tools and
resources they need in order to effectively implement a
Performance Management process in their department / on their
team
• What came of it . . . Stay tuned!

How Might You . . .

How Might You . . .
• . . . apply Human-Centered Design
principles at your institution?
Step 1: In your small group, discuss how you
might apply Human-Centered Design (HCD)
to an issue or situation in your institution
Step 2: Identify one problem area or situation
at your institution that you will consider
addressing by using HCD methods
Step 3: Report out to big group

Resources

Resources
http://www.ideo.org/ IDEO HCD Toolkit
IDEO’s David Kelley – TED Talk on HCD
https://www.luma-institute.com/
http://batten.squarespace.com/

Resources
Institute of Design at Stanford Austin Center for Design
Gamestorming
Problem to Solution Example of Stanford Design Thinking Process
Design Thinking Movie Website and Trailer
MAYA's Human-Centered Design Practice
Accenture’s Experience with Human-Centered Design

Resources

Takeaways

Takeaways
• Creative approach to problem-
solving
– Starts with people you’re designing for
– Ends with new solutions tailor-made to
suit their needs
• Can be used to approach any
number of challenges, including
service design, space design, system
design
58

By the end of this session, you will:
• Understand what Human-Centered Design (HCD) is and
when/why you’d want to use it
• Experience two Human-Centered Design methods firsthand,
and how to apply them
• Be able to define situations in which to apply Human-Centered
Design on your campus
Takeaways

Monday, September 28, 2015Monday, September 28, 2015 60Session 1 - Creative Problem Solving through Human Centered Design

Thank You!
Marie Wehrung
mow@rice.edu
@MarieWehrung #RiceLnD
www.linkedin.com/in/mariewehrung/
http://www.slideshare.net/mwehrung/
http://training.rice.edu/
Please complete the online evaluation form for this session.
CUPA-HR will e-mail session evaluations to you today.

Session 1 creative problem solving through human-centered design

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