So now that we've learned about the problem,
we've got to make some sense of all these insights
that we gained through our interviews and observations.
So we're going to talk about how you
define the problem now that you have a deeper understanding of it.
What did you find when you were interviewing and observing?
What kind of insights did you gain from the users that you
spoke with and who you saw in their own context,
in their own work?
What were some of their pains?
What were some of their workarounds that they created
to avoid the particular problem that they were having?
What were some of their needs?
What were some of their unmet needs?
And what were they doing about those?
What kinds of things did they care about?
Did you create questions to ensure that you got
these kinds of answers and this kind of deep empathy?
And then finally, what surprised you?
Gaining these kinds of insights is really important,
but then being able to make sense of these insights is a whole other bucket of work.
So that's where we're in,
the define phase of design thinking.
Where we've learned about the problem,
now we have to make sense of the problem.
So oftentimes in my design research,
I will take all of these insights and I'll write them on post-it notes,
and you're going to see an example of that in just a few minutes.
But, I will begin to put on a large wall or on some foam core board,
all of these insights.
And myself and some members of my team will begin to move those post-its
around and we'll begin to look at commonalities among some of these insights.
Are we seeing repeat things that people said?
Or repetitive observations in what people were doing?
Perhaps some of the workarounds are actually creating a theme around an unmet need for
technology or a workflow process that doesn't incorporate communication.
We need to understand that because we talk to so
many of these end users that we decided upon on
our stakeholder map and all of a sudden we can
pull all these individual insights together and really begin to make sense of them.
We can further then really define the problem because we have points of view of people.
This POV or point of view is really taking the user's insights,
looking at their needs and their unmet needs and creating a persona
of a general person that's really a medley of lots of different people.
But when you think about this in a theme,
you really can better understand the problem from the people side.
Let's take a moment to look at what this theming process looks like.
Take a moment to think about all of the things that you heard today from
our in-depth experts and in
our role planning activity and try to synthesize them in your mind.
We'll take a moment to share together all of our ideas.