What is a Solution Diagnosis Jam? and how can it help you and your team?
One of the things Elina Halonen and I have been talking about is to develop a new framework for teams to rapidly asses if the solutions they have built are actually the right ones for the behavior they initially thought of when the need came out.
Why is this important?
Well in my experience, many times we build something and it just does not work as well as we hoped (or sometimes not at all).
In the past, we would have blamed marketing, the users (why don't they get it), the lack of the other 10 features we didn't build, the competition etc, etc..
However, we never sat down to think if the solution was actually designed for the behavior and influences of that behavior.
What does this mean?
If we don't use an evidence-based decision-making process, we may end up building the thing right, but not the right thing.
So, if your customers have a psychological capability problem and you design for something else, then your solution is just not going to work.
Maybe you get what influences their behavior right, but your intervention strategy is not addressing those influences. (or what the spillover effects could be)
It's a lot of guesswork for teams and it leads to huge amounts of lost revenue, delays, unhappy customers, and stakeholders.
What do we propose?
We are building a framework that will basically help "reverse engineer" your solution and we will be able to go step by step and see how you chose this solution for your users and if it stacks up with the evidence-based model.
How will this help your team?
If your product/feature/service is doing just ok but could be better, this will help uncover what levers we could use to improve.
If your product/feature/service is not being used at all, we will help you understand why and recommend what you should do instead.
What will the framework include?
1. A COM-B/BCW solution analysis, going from solution all the way back to behavior - like a rewind :)
2. Both an analysis of the current customer journey and an audit of your product or service
3. Recommendations of improvement, low-hanging fruit, and bigger changes that may be needed.
We are in the preparation stages and will probably run this with a team or two to test and get feedback. (we may open this board and have it on Miro)
The intention is to get this framework to help teams do this in a short amount of time, to learn the process, and encourage them to take on an evidence-based decision-making process in the future. (if you are starting from scratch, then the Behavior Design Strategy board is your best bet)
Have any of you had any similar process? If so, reach out, would love to chat.
#behavioralscience #behavioraldesign #productinnovation #servicedesign #digitaltransformation #changemanagement