Observation, Failure and the Road the Success

Last week, the newly formed product development and innovation team met for our first working session.We had a number of tasks to tackle on our agenda including brainstorming, data mining, ideation and product prototype creation.

One small part of our time together on the first day was spent talking about an article on the Culture of Innovation at 3M. We discussed some of the aspects that seem to contribute to the culture of innovation at this Minnesota-based company known the world over for its inventiveness and innovation.

• We noted that 3M employees are given a percentage of time to work on any project they deem time-worthy and that often, new successful products for the company flow from this "percentage of time” people dedicate to working on their own ideas.
• We recognized the role customer observation plays in understanding the habits as well as the articulated and unarticulated needs of their customers.
• We also talked about the role failure plays on the road to success, the necessity of “being okay” with failure and of knowing that failure is a part of moving forward. Failure is part of the trial and error that is often the mark of innovation and re-invention.

At one point, we slowed the conversation and asked ourselves, “What does it mean to fail”.

Reflecting on this conversation after our meeting, and thinking about the many times I’ve heard people talk about the“importance of failure”, it still sometimes seems like the word itself –failure- is even an obstacle. There can be a palpable difference in the air, an almost hushed silence that comes over people when the word “failure” is spoken, as if the mere speaking of the word has the power make it a reality.

But what does the word “failure”mean? What does it mean “to fail”?

Being someone who likes to go back to the beginning and understand words at their origins, I looked up the word“failure” and “fail” in an online etymology dictionary: http://www.etymonline.com/.

fail

early 13c., from O.Fr. falir (11c., Mod.Fr. faillir) “be lacking, miss, not succeed,”

 

While the opposites “success and fail” are often looked at together, the words that jumped out at me were the first two: to be lacking, to miss.

As we continued our conversation as a product development and innovation team, this is exactly where we ended up going. We uncovered this reality: Just because a product doesn’t hit a home run with our customers right out of the gate, it doesn’t mean that it is over or at its end.

Rather, if something fails, it’s because somewhere in the product, something was lacking or missed the mark with our customers.

So, we figure out what missed the mark and try it again.

THAT is the beginning to reinvention and innovation.

 ______________________________________________________

To read the article on the 3M’s Culture of Innovation:  3M: The Culture of Innovation

Innovation: There is more than one way to...

Our user experience (UX) work to date has given us opportunities to consider new products, new formats for existing products, new processes and new ways of thinking. It has given us and will continue to give us opportunities to innovate.

INNOVATION

1

: the introduction of something new

2

: a new idea, method, or device

(www.m-w.com)

The concept embedded within the work of innovation is the belief that many things in life-whether they be methods, processes, products,  approaches, or thinking -can be done in new ways, or ways different than they've been done before. 

Never is that reality more clear than when you watch a young child. Rarely do they approach things with the assumptions or certainty that our age and wisdom allow us to bring forward. Rather, children, by their very state in life, have this "beginner's mind", this idea of approaching everything as new, of not leaving possibilities unturned.

In some cases, it's because everything IS new for them and they are experiencing things for the first time. Sometimes, they have a beginners mind because they have not yet decided that one way is the only way or a better way. Other times, they have a beginners mind because their curiosity leads them to wonder if there is more to discover.

I was surprised the last time I visited my sister when I happened to catch my nephew discovering there was more than one way to use a piano bench. As he was playing, he leaned back on the piano bench, flipped it over, knelt down on top of it and kept playing. Hmmmm. Innovation and a beginner's mind at work.

Sometimes, it's when things are turned upside down (or feel like they are turned upside down), that we see things not just for what they are, but for what they can be, not just as something turned upside down, but as something wholly new-- a new way to use or engage with the product or process in front of us.

During one of the next company meetings, I've asked Sara, Jim and Brian to lead us in an activity that was first done on the innovation retreat in May. It is an activity about looking at a simple everyday object in new ways.

To view the "innovation of the piano bench" on YouTube, click below:

Part 1: Iveagh discovers the features of the bench

Part 2: A new way to use a piano bench

     

Where Does Innovation Come From?

During my walk yesterday afternoon, I stopped by the Toner Center (on the campus of SMUMN) and was surprised to discover in the SMU gallery (right outside of Toner Lounge where we gathered for the summits), an exhibit about the Innovations of Brother Finbar.

Not only are some of the actual innovations on display, but there are descriptions of how each innovation began. Seeing this exhibit reminded me once again that innovation often stems from or out of a particular experience of life.

In the case of some of the innovations on display, the innovation began from a pain point or something someone was trying to do in a certain way but was not able to.  Other times, the starting point was an instinct or an idea. Sometimes the innovation was something wholly new; other times, it was a change made to something already in existence.

What surprised me, though, as I went through the exhibit was the connection I noticed between innovation and daily life. The innovations were practical.  Rather than creations that sit on a shelf for people to admire (which also have their place), these were innovations that allowed people to interact with the world around them in new ways.

What a wonderful thing: to influence & impact how people interact with the world around them.

When you see some of the things that Brother Finbar created you will see that in what he created, he has influenced how people interact with the world.  

By influencing their interaction, he has influenced their experience.  

I would encourage you take the time before August 19 to explore the gallery of innovations at SMUMN.  Go by yourself, go with your team, go with your department, but go...and, as the poster in the gallery says, “Discover the Innovations Around You".

Click here to see some of Bro. Finbar's work

Why We Need to Challenge Our Assumptions

One afternoon,  Megan, Jason and I  were sitting around the table in the Steger Conference Room as Christy tested a paper (prototype) version of an iPad app for us. 

Jason, as facilitator, gave Christy the first task and asked her to complete it with the prototype (or sample) in front of her and asked her to talk about what she was thinking, doing and seeing as she carried out the task. 

Then he gave her the same task and asked her to complete it with a different variation of one of the functions in the prototype.  All in all, we gave her four variations to test the task on.

On the second or third variation, I remember observing her relationship with the prototype change.  She started progressing differently in the completion of the task and her comments seemed to suggest a particular favor for the variation.   She made the comment, “ I really like this one because it’s more linear; it makes sense to me.”

I assumed I knew what she meant. I assumed she meant she liked the shape of it, the way it used lines.

But I decided to ask a question just to check and to challenge my assumption.

It turns out that’s not what she meant at all.

When I asked Christy, “When you were carrying out the task, you said it was linear and that you liked that. Can you say more about that?”

Christy obliged us and explained that the way the functionality unfolded was very logical to her and felt like it was following along in a line; it made logical sense the way one part was flowing from the one before it.”

In the end, the variation that Christy found most logical and easiest to use was the same one that the other users seemed to gravitate toward in their test of the prototype. 

Asking Christy to “say more” about what she meant by the term “linear”, shattered the assumption I had built in my own mind and replaced it instead with the reality of what she as a user was expecting in terms of the flow of the functionality.  

She found favor with a particular variation of the prototype because the way she could interact with the product (or the user interface) in that variation matched the model she had in her mind of how the functionality would/needed to work. In user experience work, this means the product matched the "mental model" (or the model in the mind) of the user.

Because of the match, the same task felt easier with a particular type of interface or interaction. 

This, to me, is the great value of UX work and the unique benefit of the UX friendly questions and statements (that help to dig digger into the user’s experience).  No matter what assumptions we have, bring or begin with, when we go beyond what we ourselves bring to the table, we are opened up again and again to the mind of our customer, the mind of those who use our products. 

The more we understand the models in the minds of our customers, the more likely we are to create products that match those models and the more likely customers are to look at our product and recognize something that really fits!

_________________________________________________________

 To go deeper into this idea, read Susan Weinschenk's article in UXmag, the-secret-to-designing-an-intuitive-user-experience

UPA Becomes UXPA: Why It Is Important

This year, at its 2012 conference in Las Vegas, the Usability Professional Association announced that it was changing its name from UPA (Usability Professional Association) to UXPA (User Experience Professional Association).

There was much response to the name change at the conference.  There was even more conversation after the conference.

Personally, I had a number of reactions to this change-all of them positive.  

For me:

• the name change was surprising to hear because, prior to the conference, I didn’t realize that there was a larger conversation happening within the association itself.  The fact that this conversation is going on is important for us to be aware of and to pay attention to because it points to the overarching work that we do.
• the name change was affirming because it mirrored the journey we have taken as an organization as we’ve waded through user-centered design principles and usability practices, user experience courses and white papers and reports, each of which called out different aspects of what we came to see as a concern for and a commitment to the overall user experience.
• the name change was compelling in that it identified the unique and inexplicably important role user experience professionals play in the workplace.  Ronnie Battista, Director of Certification & Treasurer for the new UXPA shared that “businesses finally get the fact that no matter how much of the        market they’ve cornered, or what flashy new technology, product or service comes, they have come to a conclusion that’s innate to us. That people matter. Customers matter. Employees matter…UX professionals have been and remain the voice for the human side of business and technology.” 
• Finally, I see the name change as a great act of leadership. Merriam-Webster.com  defines leadership as “the act or an instance of leading”.  There was also conversation at the conference about leadership being visionary.

In taking this step, I believe UXPA modeled for the field what leadership is. UXPA can see the vision that is forming, a vision of a reality that not quite everyone connected to this world can see or grasp just yet. But it’s there. And now, its name as an association encompasses that which every discipline and every person in a related field is aimed at ultimately affecting, this is, the overall user experience.

Thank you and congratulations to the new UXPA!

What the New Class Learned-Part 2

Last week we heard from four of the folks that took part in the Certified User Experience Professional Class. 

This week, we hear from the second group of folks on what they learned and what they took away from the experience.  

Kristi, Design Coordinator

One thing that struck me most about this class was that papaper prototypes don’t need to be complicated or a finished product…they can be simple and still be useful tools to capture information about your product.

I expected the class to be…intense and somewhat difficult, and it was, but it was, surprisingly exciting and fun too! What really hit home for me during the class was that even though some of the testing processes can be daunting, if you break it down it is doable and very worth the time and effort.
  

 

Mara, Image Researcher

Something I realized from this class is that we will never have all the answers. It is a continuous process of learning and discovering new opportunities for improvement. Knowing what I learned from usability, I will always keep an open mind to change and flexibility in design.

Andy, Web Applications Developer

There are several things that I took away from the class, but here are the ones that stuck out the most. First even simple tests can have a huge impact on design of a product. 

A simple paper prototype can tell a developer/designer what a user expects to happen instead of assuming a user will expect something different to happen.

Second the way you phrase a question or a task is just as important as the task itself. You want to get as much information  as possible from the user, but keeping the phrasing of the task simple keeps the user focused on completing the task and not trying to decipher what it is the tester is really asking them to do. Finally, observation is the most powerful tool you have when user testing. Watching the user work through a task can often tell more about what the user is thinking than they will ever tell you.

  

PJ, Marketing Director

In the near future, I’ll have the chance to represent the company on a team at a local charity golf tournament.  Some who know me fairly well have said, “You? In a tournament?” 

 The great thing about this chance I’m given is that I will not be alone in my efforts – I’ll be a member of a team on that course.  Our collective ‘swings’ will enable us to be successful and have a great time.

In much the same way, as a member of a recent CUEP team, I found that one should never underestimate the power of true teamwork! One of the most valuable things that I took away from this class was the impact of varied personalities and talents on a team. It was great to have the opportunity to see and experience how collective wisdom grows an idea, improves a product and nourishes excitement.

In a world where we often find individuals who yearn to have something be “all about ME” – the notion of giving it your best shot and letting another carry the idea, improve upon it, teach you something or ask for help brings energy and excitement. In the end, you can’t help but appreciate the things you learn, the fun you share and the score you maintain for customers!

Just like in a golf game…our CUEP team will share what we learned iteratively…not just the ‘hole in one’ discoveries, but the birdies, times we missed all together and the hundreds of perfect swings along the way! –and the more we play with user-centered design strategies, the better we’ll fulfill our mission…

What the New Class Learned-Part 1

In the last few weeks, a cross-functional group of eight Saint Mary's Press employees took the Certified User Experience Professional Class.

Here's what one group of the newest class of user experience professionals had to say  about all they learned:

Eloise, Design Coordinator

Something I realized from this class is how important it is to observe REAL users. There is so much that can be learned from what they say and do, but also from what they do not say- their body language.

They can tell us if they are having trouble reading or comprehending text by leaning farther into the book. If they are uncomfortable or confused, they may clear their throat, or try remove themselves from the situation by pushing away from the desk or book. There is a wealth of knowledge available to us from the Morae video clips, watching the users, observing them and asking questions!

It is also important to realize that just because users are not voicing their concerns or troubles with a product, doesn’t mean the product is easy to use! Maybe we are forcing them to use the product the way we THINK they should, and they are adapting the way they complete a task because of this. Brian shared with us the story of how pineapples were genetically altered to grow a certain shape to fit into the machine that cored and sliced them, instead of changing the machine.

We need to make sure we are not making our customers be the pineapples! I am excited to use my new knowledge to help design products that have the real users at the forefront!

Megan, Web Marketing Specialist

One thing I would recommend to other teams engaged in this process is to surrender to the experience and open the door to “play”. The CUEP class is a forum for learning and it’s easy to get caught up in the definition of “testing.” UX testing, from a facilitator standpoint, is observation.  

Some of our greatest play as children is done from a perspective of observation: doctor, teacher, adventurer. If you can bring a little bit of that light-hearted playfulness to the experience I believe you can open the door to a more enriching experience that will allow you freedom of discovery and exploration toward getting the most out of your user experience work.

 

Christy, Marketing Associate

One of many things that really struck me from this class is how telling people’s physical reactions can be when they became frustrated or stuck on a task. We assigned one particularly difficult task to 4 people. As they became frustrated, their physical reactions became more pronounced.

For example, one person turned very red in the face when he became frustrated. Another person started to whistle as she became more and more frustrated. Eventually everyone was able to complete the task in some form or another.  But their actions as they were performing the task were very revealing as to what they were thinking

Jason, Digital Manager

I realized through this class that even when you think you know how the results are going to turn out, you are often surprised when you are wrong and see that the users are actually seeing it a different way than I'm seeing it. 

I realized through this that the world is not limited to how you might see things. You find that your preconceived ideas of how you thought the results would turn out is often wrong.You just have to learn to open your mind to other people expectations and the experiences the users expect to have.