Design Age; Six Characteristics of Modern Design
I've been
trying to describe the means and methods of failures in the larger
design profession for a few years now. Every time I think I might have
some of it defined, I find more to work on and less confident of a succinct set of reasons. The old "the more you know the more you don't know" paradox. If we look at software design is a veritable Eden of failure and and looks like a Gobi desert of success. The
expectations of success for software design, delivery and maintenance
are so low right now that anything that even looks or smells like it
might be a partial success is hailed as a breakthrough. But compare
metrics of completed, tested and proven work over time against any
other domain and you see how horribly we fail as software designers.
But I don't want to waste all my rocks on the lowly IT folks, there's
plenty to go around in the physical product design professions as well,
and don't forget the built environment folks who haven't had a serious
breakthrough in productivity since the Department of
Commerce began tracking such stuff over 45 years ago. By the way
software is in the non-farm sector, so that line would be better if it
were taken out.

While
I'm still looking for more definition around the failure of more and
more design projects I have found six characteristics which I and
others seem to find present more often than not. If you read my
lead-off post about wicked problems I confess some of these
characteristics define wicked problems, but more on that later.
Here
are the Six.
1. Solutions are needed to further understand the problem.
2.
There is no point defined before we begin that says we have solved the
problem. Rittel called this the "no stopping rule."
3. Every problem is unique unto itself.
4. Hence, every solution is "one-off" not to be repeated again.
5. Solutions are not right or wrong.
6. There is no commonly understood alternative solution
So,
for all you Type A control freaks out there (I'm one as well.) this is
not good news. Just when you think you have an answer to a really
difficult problem, there is someone out there ready and willing to
punch really big, and I mean huge honking holes in your precious
solution you've been working on for the past year. So what are the quintessential problem solvers to do? Horst Rittel thought it might be
irrational to continue trying to solve problems of the more complex
nature by individuals, since the iterative definition of solutions lead
to more problems in an ever spiraling circle of failure.
Now
there has to be some kind of way out of our dilemma and several folks
over the past 25 years have suggested that first we quit trying to
solve difficult problems as individuals. Get more people together, get
more experience together, and then agree to ground rules that let you
work together productively. One of the first, and rather off-putting to
our democratic sensibilities, is that majority agreement does not always rule.
Rather seek a plurality of consensus not agreement. I know it's a fine line we tread
here, but it is a central tenant for making any progress with these
difficult problems. Consensus is that dirty little secret lying in the
closets of politicians. They rule by cajoling, deal-making and moving
power around. That can lead to a form of consensus, but there are
positive ways to reach the same thing. I'm not talking about forced
compromise, but reaching an agreement to move forward, regardless of
prior position or thought.
NOUN: consensus
- An opinion or position reached by a group as a whole: "Among political women . . . there is a clear consensus about the problems women candidates have traditionally faced" (Wendy Kaminer).
- General agreement or accord: government by consensus.
You
don't see anything about majority of opinion or position, just an
agreement to move on. Often a plurality of agreement is as much as we can expect and need
from a group of varied stakeholders with a likewise myriad base of
experience. And just as important, is consensus can be changed at a
later time without serious loss of face or power position, since after
all it was just a consent of the group at a point in time, given the
information at hand.
But design, isn't that a different thing?
Isn't design something that has tangible outcomes and results we can
measure success from? Sure it is, but we've been enduring bad design
since the dawn of man. It's what trial and error is all about. And this
gets back to the first common attribute, "it takes another problem
solution to understand the direction toward a possible solution". Now the inferred element is that
the earlier effort had some element of failure. Now I'm a proponent of
failing fast and often, just to find out what does and does not work. I
say better to get it out or the way instead of burying it and having to
deal with the failure later, for I've found your sins will surely find
you out, eventually. So consensus and being willing to fail are two
partners that work well together, if we are all willing to take those
mental positions.
Design is becoming more and more complex. Most
of you all know that the simpler something looks the more is being done
for you and the harder it is to make something that is really difficult
look and feel simple. In our world of instant gratification, everyone has the expectation that something will
be easy, simple and intuitive. If we can't figure it out without
instructions, then it's too hard and we don't want to put in that much
effort. We would rather have a tool that is easy to use as long as we
can live with the results. Results don't have to be perfect, just
acceptable. But on the other hand we really do wish for perfection and
would like to have it if we could get it.
Take for instance the
clothes washer that is connected to the internet and will call the
manufacturer if the spin speed isn't fast enough, or if the fill cycle
didn't work just right. Those are two functional elements in the washer
that the manufacturer could trigger the washer to run a diagnostic
routine to find potential reasons for their existence and potentially
have some adjustment in the controls circuits to reestablish the proper
set points so the fill cycle works correctly and the spin cycle gets
the clothes spun to the correct dryness. If those solutions did not
work they could send a warranty repair notice to the local repair
company and send you a notice via sms messaging, email or phone call,
or all three, that someone was going to come and check out your new
washer.
The simple sensors, logic controllers and
communication devices are the easy part of this scenario, it's the
people part that is difficult, but you can see the problem is far more
complex now than even five years ago when we simply bought a washer and
used it until it demonstrated some kind of serious problem. We called the
repairman on our own. Yet we see the design requirements are far more
complex in today's world of possibilities. There is a direct
correlation between the greater number of design requirements and the
greater possibility of failure, yet we still expect the washer to be
simple to operate, convenient to use and efficient in it's consumption
of water and energy and the results of consistently clean clothes the
results of our efforts.
In the above scenario not only were
the mechanical, electrical and industrial designers expected to deliver
a great product, but a new element of coordinating a customer service
and warranty repair program were also part of the solution. Three very
different kinds of organizations, but necessary for the design
requirements of this washer. It is a wicked web we weave and one with
many sticky points along the way to say the least. Today product
manufacturers are expected to deliver not only on the technological
side, but the soft side as well. It's not something manufacturers are
well known for doing well. But that is the world consumers have been
told is possible and that is what they are demanding with their
purchasing power and their social media power.
Do pity the
poor designer who has to figure out who and how these problems will be
solved. Fortunately for some product manufacturers they have awakened
to the possibility of an entire continuum of people to solve these
problems is much better than a single person or team from a singular
viewpoint. More on the other points later......
Continue to part two