The solution to problems we don’t understand isn’t blue-sky thinking or building a prototype.
Imagine discussing an issue with your manager.
The next day you’re handed a spreadsheet to track the problem.
You don’t need to track it.
Yes but making spreadsheets is easy.
And it might help the manager understand.
Please begin filling in data on the problem.
Thus now adds to your frustration.
So you tell the manager this is adding time to your day.
The next day the revised spreadsheet is delivered.
It has drop-down menus to make filling in the data easier.
It reduces the entry time by 10%.
The problem continues to occur.
The spreadsheet fills up.
The manager thinks about the problem some more.
He builds charts to show the data over time.
That’s not what you need.
But it didn’t take the manager much time.
He is good at making charts.
And it might help him learn about the problem.
Now you must enter the data and deliver the charts.
This takes more time.
You do notice the charts getting more colorful.
The manager thinks they look better.
And it didn’t take much time.
And it might help him understand the issue better.
Yet again you explain the issue and what needs to be done.
Two days later the manager has a solution.
You can now enter the data on your phone.
The following week you notice everyone starting at their phones.
Other managers have heard how great this tracking system works.
To collect data on problems they don’t understand.
And print out colorful charts.
For managers to review.
And the manager gets an award.
And customers who visit the office are amazed.
At how technically-advanced this company seems to be.
Why they’re living in the future!
But the problems still remain.
Because we did what we could do.
Rather than what was needed.
And if we think this story is about managers or spreadsheets.
And not people doing what they can do.
Because there was a problem we didn’t understand.
But wanted to do something to help.
Something that didn’t take us much time or effort.
And really seemed to have made a difference.
Then perhaps we need to read the story just one more time.
