I like to notice things I take for granted. Knowing which bathroom to use is usually a pretty easy task enabled by nearly universal signage. My most recent stint of having to repeatedly use public toilets was at Disney World, a place known for its designs and clever art work. But while I was headed to the loo one day I got thinking about the designers of the bathroom signs at Disney World. What was the designer thinking?
Was this just a rush job?
Did he consider his/her final product art?
Was this just for a paycheck?
Was this something he wrote home about?
What does he think of when he has to use a lavatory?
Did he get the assignment because he got in trouble?
This last thought has me intrigued. I imagine that if you draw an inappropriate cartoon they reassign you to lavatory design in whatever park you’re associated with.
There is the odd chance that there’s some designer who’s an expert at lavatory sign design in Disney World, loves his job and gets called in by senior brass for special consults.
Steve, we’re investing millions into this Star Wars immersion thing and we don’t know how to design the lavatory signs. Name your price. Help us, you’re our only hope….
When I was a teenager I wanted to learn to rock climb. There were a few problems with this. One of the biggest ones is that I had no idea how to rock climb.
Sure I was pretty good at climbing things. Everyone grows up climbing trees. But I had taken climbing things to a bit of an obsession. I could scale some of the walls of my high school with reasonable ease. Going up seemed to be easy. Doing it safely was another matter.
Learning how to do something I’d never done before wasn’t necessarily new to me. Living in an area with few mentors on the subject I turned to the place where I could find good mentors on the topic, books. I read a lot of books about rock climbing, learned and practiced the necessary knots, and felt I had a pretty good grasp on the subject. Enough of a grasp that I invested a couple hundred dollars in gear and headed off to a cliff near our house with a buddy.
We had a great time rappelling.
When I came back from the adventure dad heard about what I was doing–probably from mom. He knew I was of the age where you don’t always see the risks you take in the choices you make. He engaged in a conversation to help me see those risks. It went pretty well, except that we disagreed.
He became more insistent.
So did I.
When he asked me how I was sure I was going to be safe I told him I was using the equipment the way it was designed. Because I had taken the time to learn from books one of the things they covered was the math and engineering behind the equipment.
I didn’t pursue rock climbing as a serious hobby. Dad was right. There were some things that weren’t in the books that I was going to need a mentor to help me figure out. What I did do with the gear and with my interest was done safely though, because I trusted the designer.
What’s the Larger Lesson?
My current profession involves people using technology. In that space I’m often needed to play the mentor–a role I love–as people learn to stretch their skills and enjoy a more effective work flow.
Sometimes the people I work with don’t want things to change. They’ve grown comfortable with their work flow the way it is. This is a human condition. We’ve talked about this before on this blog. NOCZ isn’t just a cool looking acronym. It’s real.
How can we help people who don’t want to change, change their perspective?
I go back to my discussion with my dad and ask them not to trust me, but trust the designer.
“Your workflow was based on the way the software was designed a few years ago. Things have improved since then, and I’d like you take the risk to trust the designer.”
It works. Mistakes are still made. Lots of mistakes. That’s where the mentor part comes in. It’s not helping to coach people from making mistakes (software these days is pretty durable) it’s coaching them in a way that encourages them to keep trying to find a way that’s effective and works for them. Once they’ve adapted to the new work flow the response is usually one of gratitude and appreciation.
Why do I do this? Because the older work flows are going to need to be retired out of necessity. The software will change and the current work flow will not be supported. I’d rather encourage change while there’s a long runway to practice and the user can feel like it’s their choice instead of it being something that happens when the user isn’t prepared for it.
I’m glad dad was right and taught me that people needed mentors. I’m glad I didn’t want to be wrong and in my defensive attitude expressed the value of trusting the designer. Combining both of our perspectives has lead to some wonderful experiences and helped me to add more value in the world.