The Design Question
Recognize when to apply design thinking to projects, policies, processes, systems, and structures to ensure fit-for-purpose outcomes and avoid over-engineering.
THE IDEA
Practical Suggestions
- Treat projects and their metrics, R2A2, policies, processes, procedures, systems, buildings, and other structures as design decisions.
- Clarify who has the expertise and authority to sign off on a design’s fitness for purpose.
- Involve staff in developing the policies, procedures, systems, machines, and structures they will use.
- Check whether added complexity serves a practical need; over-engineering can create problems of its own.
- Consider engaging ‘Ergonomics and Human Factors’ engineers on occasion to identify problems at a task level to see if it makes a difference to design proposals.
- Consider checklists and protocols to communicate what is essential to be done.
- Before implementing a new system (e.g. a GRC system), consider undergoing a Lean review (using tools such as Kano, SIPOC and Kaizen) to analyse what is essential at an operational and senior level and what is of secondary priority.
- Get ongoing feedback from staff on how ‘user‐friendly’ systems, policies and processes are. Refrain from regarding their concerns as a sign of poor commitment; they may see shortcomings that those who promoted systems and policies don't want to be brought to light.
When to use it
When designing a new performance metric system for a department, use the design question to ensure it measures what matters and is user-friendly.
Before implementing a new compliance software, conduct a Lean review to identify essential features and avoid unnecessary complexity.
When developing a standard operating procedure, engage with staff to get feedback on usability and clarity.
In a project, use checklists to communicate critical steps and reduce errors, applying the design principle of simplicity.
FROM THEORY TO EVERYDAY LIFE
In practice
Software Implementation Without User Input
Staff avoid a new software system because it does not fit their workflow. The project team observes the tasks with users, identifies unnecessary steps, and revises the design. A human-factors specialist can help examine the problems at task level.
Policy Development with Checklists
A policy development team uses checklists to ensure essential components are included, avoiding over-engineering and ensuring clarity. This makes the policy more user-friendly and effective.
A MOMENT TO REFLECT
Put it to work.
In your current project, what activities or outputs could benefit from being treated as a design question?
How can you involve end-users or staff members in the design of a policy or system to improve its effectiveness?
What is the risk of over-engineering a solution, and how can checklists or protocols help mitigate that risk?
CONTINUE THE CONVERSATION
Source texts
- Beyond the Five Whys Root Cause Analysis and Systems Thinking (James C. Paterson)