For decades, empires have been built on a simple and consistent business model: We’ll sell you what you want, as long as you also get a bunch of other stuff that you don’t want.
Newspapers will deliver the news, as long as you don’t mind the ads. Cable TV providers offer your favorite shows wrapped in a package of obscure channels featuring llama-shearing marathons and dozens of tips for organizing your sock drawer. You’ve got to sit through the opening act before the featured band takes the stage. And, I’d be willing to wager, there were a few courses required to get your bachelor’s degree that have proven to be only marginally relevant to your subsequent career.
The missing link
A similar approach is often seen in website design. Organizations routinely put feature stories in a visually prominent place on the home page while more utilitarian functions and links are pushed to the margins. While it’s possible that audience research indicated a strong interest in these types of stories, it’s more likely that the organization has a keen interest in promoting them.
In my experience with usability testing, site visitors consistently show little to no interest in website feature content. It just gets in the way of finding the information or completing the task they came to the site for in the first place. Who’s serving whom?
Product designers can become enamored with new bells and whistles while sacrificing ease of use. Architects can create spaces that don’t adequately consider environmental impact or human behavior patterns. Governments create forms and procedures that are needlessly complex.
What do all of these things have in common? They all overlook – or undervalue – the experience of the end user: human beings.
The golden rule
Imagine if marketing and design excelled at treating others as we’d like to be treated. Imagine if your marketing, in fact, your entire organization, was guided by design thinking. Design thinking has emerged in recent years as a trendy package of processes geared to solving complex problems through creativity and innovation. Combining empathy, analysis, insights, and rapid prototyping, design thinking encourages multidisciplinary teams to keep the end user firmly at the core of any proposed solutions.
This is where theory and practice sometimes diverge.
Considering the end user, or customer, as a means of developing perceptive and effective solutions is not particularly new or mysterious – no matter what you call it. As the design thinking process is embraced by more people, it seems there is a lot more thinking than doing. For example, I’m not convinced that brainstorming generates more creative solutions (research shows the opposite may be true), or that the design process will always benefit from putting lots of people in a room with a pile of Post-It® notes.
Getting to know you
I do believe in developing empathy for an audience through research, and would propose a more accurate name for this type of problem-solving process is human-centered design. It’s not primarily about the thinking. It’s not about profits. It’s not a secret shortcut to innovation. It’s about delivering a product, service, or experience that fills a real human need.
That all sounds great, you’re thinking, but how does that work in the real world? I’m not an anthropologist or a psychologist and I don’t even own a white lab coat. No worries.
Like anything, human-centered design benefits from regular practice. Acquiring the tools, techniques, and experience require nothing more than time, a keen interest in the human race, and an abiding desire to solve problems.
Turning ideas into action
There’s no shortage of good ideas. A human-centered design process uses divergent thinking to create many choices, helping uncover new opportunities and generate more actionable ideas faster. The most critical skill, however, is developing an ability to evaluate those ideas, to converge on a choice and move forward. To do so, weigh your options against the following criteria:
- Desirability: Throughout the process, listen to and understand what people need and want.
- Feasibility: What is possible within your organization? Acknowledge the barriers, but optimism rules. Don’t shortchange yourself by aiming too low.
- Viability: Great ideas are like currency, but money matters. Solutions need to be scaled to available resources.
The best ideas live where these three criteria overlap.
As consumers, we’ve come to expect that we can get exactly what we want when we want it, and there’s little reason to accept anything less. Consequently, marketing strategies that rely on bait-and-switch tactics or bundling desirable with less desirable services will become more difficult to sustain.
Human-centered design offers a better way to deliver services, products, and experiences that satisfy real needs, providing a new thing to think about – how to deal with all those happy customers.
Human Centered Design Toolkit