There is a complexity to systemic design challenges that is becoming clearer to me as we move through the hands-on phase of prototyping in context with nurses. The experience I am leading in this project has many experiences nested inside it. And it is useful to imagine how this project might be different if we realized the nestedness of these experiences in planning the phases.
Most of our energy, and the weight of the work, has been on “transforming” the 4 new hires within the client’s innovation group. This is a huge learning experience for them, and we wanted them to feel inspired and in-control of what they were learning, constructing the experience themselves. Which has, actually, made their experience rather self-centered–which is a wonderful way to be for people who are learning.
But the experience that is nested within their experience, is that of participatory design. The fundamental belief of the innovation group is that the ideas are developed by, with and for the end-user, in our case: the nurses. Which is a very un-self-centered approach. Egoless, even. And I think that we didn’t move into that mode of thinking soon enough. Now it is difficult for the team to give up their own needs for the needs of the nurses, and they continue to have the attitude of learners, without having the service mentality that comes with consulting and developing alongside the hospitals.
And to go one last step further, the ultimate experience that is nested within that participatory design process is that of the nurse in his or her daily work. The nurses are participating in designing something that will soon become a process that they need to follow as a requirement of their job. Thank goodness they have a chance to influence it and have their voices heard. But it needs to be more than a fun and engaging process. It requires them to think critically about what they can change and what they can sustain in their work.
So it seems that each of these experiences needs it’s own ground-rules and structure. And in thinking about a next project, it would interesting to try to identify all of them up front, and perhaps begin with the central experience as the starting point. Rather than working from the outside-in, as we have for this project.
If you have a hammer…
As a user-centered designer, everything looks like part of the innovation process. Listening to Paul Romer’s TED talk about Charter Cities helps me illustrate the purpose of setting up prototypes and experiments before introducing new concepts into the world.
Romer describes Hong Kong as a prototype that China and Britain built to test a new way of living in China. The test was successful, and China opened up new rules of capitalism across the rest of the country. But only after testing out the system in a small, subset of the country.
He is proposing that Guantanamo Bay in Cuba be redefined and redeveloped by Canada and other countries as another experiment. Castro can allow Canada to develop a city with new rules, new ideas. People from around the world– including Cube– can choose to participate. If it is successful, it may change the way Castro approaches the rules for the rest of Cuba.
Romer make a powerful point about what can hold us back from prototyping. He brings up the word “Colonialism” and talks about the emotions that come up and get associated with this idea. These emotions can hold us back from trying something important. We need to reach out to others around us to test our assumptions and set up the experiment carefully. But not shy away from trying.