Navigating airport security… A cartoon strip..
If you own, manage or work at a company, and are grappling with a complex challenge or are in need of innovation for growth, get in touch. More here.
Lose some…Win 'em all.!
Navigating airport security… A cartoon strip..
If you own, manage or work at a company, and are grappling with a complex challenge or are in need of innovation for growth, get in touch. More here.
This amusing but perhaps effective picture I saw in this tweet last month got some thoughts rolling.
We could all use some personal space in public. Especially in countries like India. Where the population, combined with the general lack of regard for other’s personal space can be quite a challenge. Growing up, I have been in several queues, where, people behind you are far too much in a hurry. So they stand next to you. In rare cases, they might even try to get ahead of you when you finally reach the counter. Or they’re peering over your shoulder, as you ask the bank teller something, or pay for your train ticket, or are about to place your food order.
But that said, have you ever been to a restaurant where you had to share a table with strangers? Where, if you walked in alone, or with two other people, you could only occupy that many seats at a table. Because other customers would sit in the remaining available seats. Or they would ask you to scootch over.
And did you feel an invasion of your privacy? Did it make you uncomfortable? Or did it make you think, ‘what the hell, it’s just for a snack, so why not go with it?’
There are a few such places in Bombay, that I visit from time to time.
I am still confused if these are times of personal space, or the conceding of personal space to technology…But while we’re in that confusion, I have found such restaurants to be something that keeps us social. Even if for the brief time we are there to gulp down a milkshake or eat a quick bite between legs of shopping.
At such tables, we finally notice other people, even if for a brief moment. Out of curiosity, we might even peep at what they’ve ordered, how they’ve dressed, or how they eat. Some of us might feel a mental nudge to eat faster, so as not to hold up others queuing up outside. We might be polite to pass on the menu to someone seated at the same table. Or pass the salt or a paper napkin. We might even start a conversation, or join in for a shared laugh about something funny that occurred.
Most importantly, we notice other human beings almost uninterrupted, for a brief moment in time. And it is without the invisible glass walls around us.Something that otherwise takes an accident or mishap or an argument for us to perhaps notice.
Some of us might also be inclined to be a little more civil, and less noisy than we ordinarily are.
But in all, I think such places do the opposite of what technology is doing for us humans. These places bring us closer.
I’ve created a list of the few restaurants I have visited, that have the shared table format. Here’s the list.
If you have come across this kind of a format in your own city or country, or during your travels, you could enter details about it below, and I’ll update the list above. That way, perhaps with time, the list could provide us with details about shared table establishments in different parts of the world.
If you run or manage a business, and innovation, strategy, problem-solving, customer experience or ideation are areas of interest, there are a few ways I can help. More about it here.
My book, ‘Design the Future’ is available as an Ebook on Amazon, and as paperbacks across leading online bookstores including Amazon &Flipkart. Do leave a review on Amazon once you’ve read it. Thanks!
My 9 Step Version of the Design Thinking Process
This post about my 9-step version of the design thinking process has been long overdue. It is already explained in my book, ‘Design the Future’, but I also wanted to share it here for those interested.
The five-step Stanford design thinking process is arguably the most popular process out there. I have however, come across numerous different processes or versions. Ranging from the 15-step Darden process that I was taught, to oversimplifications and misleading three-step processes I have come across.
In my interactions with managers, business leaders and even students, I found that while many were familiar with the Stanford or some other design thinking process, they did not quite understand it well enough. For instance, ‘empathy’ came across to them as something that is ‘just done’. Similar to how many people assume hearing is the same as listening. And seeing empathy as a step in the process gave many the impression that like a switch, it had to be turned on and then off, as one moved to the next step.
So, in an effort to simplify the design thinking process so more people may use it, I created my own version of the design thinking process based on my understanding of design thinking and experiences practicing it. I took the Stanford model, and hopefully improved it.
You need to remember that any design thinking process is a broad guideline. It is not like a military obstacle course that one must complete in a defined sequence. You might find yourself looping through a few steps multiple times. Or in some cases, depending on what the information or insight presents, you might find yourself back at the beginning; starting again with renewed understanding of the challenge.
Sherlock Holmes, in the series ‘Elementary,’ once tells Watson, “The danger with rule books, Watson, is that they offer the illusion that leading a moral life is a simple undertaking, that the world exists in black and white. Welcome to the grays.”
At least when it comes to areas such as creativity and drawing inspiration, remember there can never be stringent rules or guidelines.
My 9-step version of the design thinking process:
Of the nine steps in the process, the first three are more underlying criteria than steps. Criteria that are critical to improving the chances of success on a project. Those three criteria are Humility, Empathy, and Intention. While these might seem obvious to the point of sounding stupid, they are often the most ignored aspects to a design-led process. More on that as we understand each step better.
After that come the more common steps of most design thinking processes. They are: Define – Empathize with Intent – Redefine – Ideate – Prototype – Test
Let’s look at the nine steps more closely:
Humility – The quality of having a modest or low view of one’s importance. Its relevance springs from the simple signal versus noise perspective. Our objectives as design thinkers is to maximize our understanding of user experiences and needs. Of those we want to innovate for, or whose problems or challenges we want to solve. That is the signal that is of utmost importance to us for innovating for them. Our views, opinions, and biases are the noise.
The moment you can bring yourself down to the level of a beginner or a learner, you put yourself in the backseat, and that’s when the end user or final beneficiary of your innovation will come into the limelight of your focus. Remember to start with humility.
Empathy – The ability to understand and share the feelings of another. Putting yourself in a live user-setting and observing and/ or interacting with users to get a better sense of what a problem or future opportunity might mean to them, how they deal with it, and so on. In conjunction with humility, it offers a good environment to capture user information.
Unlike what some methods might state, empathy (and humility as well as the next step, intention) are not steps in themselves. They should not be traits that you turn on and off depending on which stage of the design thinking process you are. It is also why, along with the intent, I have placed them at the base of the six-step process, to signify how the three traits always need to be ‘ON.’
Without being in a constant state of empathy, no real innovation is possible. And that will be the difference between a real design thinker or team creating an exceptional change, and people simply practicing it as a flavour of the times.
Intention – An intention is the larger thought and nudge to action for a change, that brings you to employ the design thinking process. You might wonder what the difference is, between humility, empathy, and intent.
As a business leader, humility will always help you spot customer or employee or other stakeholder needs and concerns. Empathy will let you better understand those needs and concerns. To get to the root causes of it. You might still choose not to do anything about it, because you don’t have the intention to. Contrarily, if you have the intention, but lack humility and empathy, it would mean that your objective or goal is not the right one.
Equipped with humility and empathy, but in the absence of any intent, a business leader will always spot improvement areas in his or her business. All they need then is to choose their intention – i.e., determine the direction of their effort, and get working on it.
Define – Here, we put the problem statement or opportunity statement in words. It is a starting point of sorts, to the primary design thinking process. Before interacting with user groups, this is a step where we broadly express what we think the problem or opportunity area might be. It could be how a client has described a problem, or, if we are helping a friend or industry colleague, it could be their description of the issue.
One key thing to remember with defining a problem or opportunity is to make it sound positive, irrespective of how grave or pointless the situation might seem. A lot of companies are prone to defining/ framing what hurts first. Their definition ends up being a problem statement which sounds grim. The disadvantage of doing this is that when you invite people to think of ideas, even as part of a brainstorming exercise, a grim-sounding problem statement stifles the thinking, and will hugely limit the number and quality of views that you receive.
On the contrary, if you turn your problem statement into an opportunity statement, people ideating will be in a positive mindset, and be more attuned to think of creative ideas. Try to notice the difference of mindsets the following two statements evoke. Read them more than once if necessary:
A Problem Statement: “How can we drastically reduce our after-sales service related expenses?”
An Opportunity Statement: “How can we redefine our service arm to be more relevant to customer needs, while not proving expensive for us?”
As Abraham Maslow once said, “if all you have is a hammer, everything looks like a nail.” Defining a challenge too negatively and very precisely might give you solutions that just create more problems of their own.
Empathize with intent – This is the fun phase, where you spend time observing actual users in their natural surroundings. See how they consume a product or service. How they interact. And you must do this in the subtlest way possible, even when you are interviewing or interacting with them. Especially if the process is delicate or embarrassing for the end-user, or if the user is introverted or are in some way intimidated by you and your team’s presence.
One important thing to remember in this phase is to be subjective with the empathy, but objective with what they share with you. If you have a subjective mindset when trying to find learnings, you might tend to get lost in a problem. And depending on the type of assignment, it might leave you either in disbelief, or maybe even depressed or an emotional wreck, depending on the kind of problem you are working to solve, as users expose you to severe difficulties or bitter experiences.
Instead, empathize with users as they walk you through their journey, experiences, feelings, and thoughts. But look at it from behind a glass wall when taking notes or drawing inspiration or conclusions from it. That way, your focus is not diverted by problems but instead stays focused on noting down those problems and possible thoughts, reasons, etc., that might spring to mind. The focus will help you then work towards getting rid of the problem, as opposed to being overwhelmed by it.
Redefine – After gathering user insights, we revisit our original definition with what we have learned. After enough information has been collected in the earlier stage, the team debriefs. The information is shared amongst team members without contaminating it with their inferences. That way, each member gets a clear sense of how things presently are.
Often, when tasked with solving a problem for someone, even when we have little or no information to go with, we are eager to get started with identifying potential solutions right-away. You might have seen this tendency in yourself and others (I tend to, from time to time), where someone mentions a problem, and without stopping to understand more, you start rattling possible causes or solutions.
That happens when we go with our definition of someone else’s problem. Which is why, after an initial definition, once we get a better understanding of it from actual people facing the problem (in the ’empathize with intent’ stage), we redefine the challenge more accurately, based on what we have learnt.
Ideate – This is the stage where designers would take the information they have gathered and use it as inputs that they put through a choice of design thinking tools. Tools including the brainstorming or versions of it, to contra-logic, worst-idea, brain-writing, trigger questions, changing perspectives, etc., and then use anchors, forced combinations and connections to come up with numerous ideas. The more ideas, the better, and the crazier the ideas; even better!
Prototype – Prototyping an innovative solution is akin to shaping a solution using two pairs of hands – your design team’s, and your users’. In the previous stage, you would have identified some potential ideas and possible directions regarding a solution. This is where you need end users to help you figure out what works for them, and what does not.
The objective of this stage is to be able to move rapidly towards a final solution, with minimum investment (as far as possible) on experiments towards refining potential solutions. The moment each prototype becomes too expensive and complicated, there is a tendency to either convince yourself and your team that it is a great solution (because of the effort that went into it. It is a cognitive bias called the IKEA effect).
Another possibility is that if you encounter a roadblock at this stage, your team or the top management might get easily demotivated and consider it a colossal failure, solely because your team spent a fortune building a prototype that user groups did not like or approve of.
Instead, make the most basic and low-cost but effective prototypes possible. Use anything from sheets of paper for story-boarding, to card paper or cardboard, Styrofoam and other craft supplies to work toward a final solution. Your objective with each prototype, is to test no more than one factor or variable you need clarity on. Test too many criteria, and the learning becomes unclear.
At workshops I conduct, I sometimes take my old letterheads for participants to use for discussions, sketching, or to make things out of.
It is only when everyone finds using anything lying around them as potential material for prototypes, is when prototyping will become far more prevalent. The same goes for ideating. If the materials you use are too fancy, you or your team might use it as an excuse to delay prototyping, or even ideating.
Which is also why, while a lot of design thinking workshops use post-its and put up pictures of it, few participants continue to use post-its to implement some of the tools they learnt. Because buying post-its is expensive and sometimes inconvenient. If you can’t make do with stuff already at your desk or around, the action gets delayed till you buy those supplies. Take this from someone who uses toothpaste or soap to write on the bathroom wall so that a potential idea does not disappear with the flowing water.
Test – Once you’ve completed the prototyping phase, you move on to testing. The significant difference between the two is that while prototyping was far greyer and also, the prototypes were far less expensive but required a slight stretch of the imagination by the user, the testing phase is that much more advanced, as it is that very close to the final product or service.
And unlike checking one feature at a time in the prototyping phase, here you are testing the product or service in its entirety, towards ironing out any features or poor service extensions that exist, by letting your users directly interact with the solution.
The first rule to keep in mind in the testing phase too is that your product or service is not final or finalized yet! There would still be some assumptions that your team would need to test. For instance, it is one thing to prototype with sketches or storyboards or even pretend mobile interfaces. Quite another to have end users interact with your store layout or theme park or mobile application.
Which is why we have the testing phase, where your team would help build almost-final solutions to test them in the hands of a closed group of stakeholders. It is great to have a select list of people who will evaluate your creation. That increases the focus and feedback capturing. And what you will be testing, are any assumptions that were earlier not tested, or that sprung up along the way with the increase in clarity.
It isn’t possible to overstate the amount of valuable, even critical insights that can be gained in the testing phase.
Testing is followed by eventually launching the product, service or change – once all assumptions and user hesitations have been factored in.
After you’ve gained more realistic insights from real users who interacted with your prototypes and brought you very close to a final solution that you by way of prototypes and then running exercises with them in the testing phase, you are finally onto an almost ready and well-refined answer.
Ideally, even after launch, the journey should be looked at like it is the making of a TV series. You’ve launched season 1 or 2, and it is doing well. But you need to check-in now and then as to how viewers are reacting and engaging with it. The bigger question in your mind always is, is there enough traction to demand a season 3, and if yes, would there be any significant changes needed (replacing actors, etc.) or is the show no longer relevant to its audiences. In which case, you then need to figure out what next. That way you are not going in blind with season 3, to later find out it lost its audience midway through the previous season itself.
One should remember that there is no perfect product, service, experience or solution to user needs or problems. And there are no runaway results promised by design thinking, the way some firms guarantee the ability to create viral videos. But yes, you always have a far greater chance of arriving at a product or service that people want or need by using design thinking, than by merely guessing or troubleshooting your way through.
Is it possible to fall in love with a company?
Not the kind where you are loyal to a company or brand or product line and refuse to buy anything else.But truly revere a company because of their values.
A few weeks ago, I was at the Indian Hotels company to meet a senior gentleman there. Unlike other companies, where either an assistant or the receptionist or some peon might walk you to a meeting room, this person came to the lobby to receive me.
I’m not particularly good with small talk, and almost always jump right to the point. However, I started this meeting differently. I told this person about a story a close friend’s son had shared recently. It went like this.
Many years ago, when my friend’s son was in school, the school bus would drop him off at Kemps Corner. They lived up Altamount Road, quite a steep walk up. Especially for this stocky boy with a big schoolbag, huffing his way up the road. And every once in a way, a Mercedes car would pull up, an old gentleman sitting in the back, would offer to drop him to his building. This boy would sit in front, next to the driver.
The old gentleman would ask some questions about how he liked school, etc. One evening, this boy decided to mention to his family at dinner, that he had been occasionally getting dropped home by a complete stranger. As he narrated the story and described the old gentleman, his granny smiled and said, “that man is J. R. D. Tata!”
For the uninitiated, Mr. J. R. D. Tata is arguably one of the greatest Indian businesspersons.
What’s more, when this boy grew up and shared this story on social media, it turned out that other people who lived in the area had similar stories of their own. It seemed that success didn’t create a divide between Mr. Tata and others, but rather, Mr. Tata chose to use his success to help those around in whichever way he could.
This gentleman at the Taj Group was thrilled to hear this story, but not completely surprised. I guess the values infused into the group are so strong, it’s not something they would struggle to believe.
Rewinding a bit to a little before this meeting of mine…. I reached the Indian Hotels office a little early. Restless as always, I was walking around, admiring the picturesque view of Bombay from the window beside the reception area. I then noticed pillar-like structures just behind where the receptionists stood. There were seven on one side, six on the other. And each one had a name and number etched in. I had a faint idea about what they were. But just to confirm, I walked up and asked the receptionist about them.
And indeed, they were in memory of their brave employees they lost during the 2008 terrorist attack. The last pillar on the right just had a name on it. ‘Lucy’, and no date. Turned out it was a pet of theirs, which was always outside the hotel.
The two stories were truly humbling. Even just a few more companies with the kind of humility, respect and values that the Tata Group of companies has, could truly transform the business ecosystem.
Perhaps it therefore comes as no surprise that the brave Taj employees did not try to escape during the attack. On the contrary, many of them displayed superhuman courage and presence of mind to do the unimaginable. The kitchen staff formed human shields as their guests tried to get out.
No amount of rules, threats, salary packages or incentives can get someone to do that. It is something much more. And has to come from within, but only when the ecosystem is right. It’s something very human. Something the world needs more of.
If you own, manage or work at a company, and are grappling with a complex challenge or are in need of innovation for growth, get in touch. More here.
Common problems startups face – A Design thinking outlook
I have been directly associated with startups since 2006. That’s when I started my career as a member of a venture capital investment team. All the way to my recent years consulting them and young businesses, I have heard a multitude of problems that startups face. Problems that can largely be categorized under two main causes.
The first one of course, being investments.
The second, being the lack of traction, or growth in business.
With regard the problem of funds, you could further break it up in to funds you must have, and funds that are good to have.
Literally all of us are, more often than not, influenced by awe-inspiring startup stories. About those startups in the world that seem to be on a blistering growth path. With people and funds literally queuing up for an opportunity to invest in them.
Watched the movie ‘The Incredible Hulk’? The Hulk and the Abomination in that are like those few startups that receive disproportionately high amounts of funding.
Everyone is not like them. And even in their case, of the two, only Hulk was relatively stable with the superpower. The Abomination, as the name goes, became that way because of his lust for super-strength to beat the Hulk.
Similarly, even if all startups could be funded like that, or like Uber and PayTM and Zomato and others have been, there is no guarantee they will succeed. Because making a business stable takes managing a lot more variables than merely the investment one.
Which brings us back to the other alternative – funds you must have.
This is the basic minimum investment that you would need to get your startup rolling. It isn’t too tough to calculate it. Just make sure you have sufficient buffer. And keep checking those levels so you don’t realize it’s bad only once you’re broke. The advantage of this mindset, is that even if external investments never come, your startup will be built on a solid foundation and a sound business model. That, as opposed to one of hyper-experimenting, as is sometimes the case with super-funded startups. Take the case of TinyOwl hiring and almost immediately firing hundreds of enthusiastic freshers back in the day. Or Ola paying USD 31.7 million for FoodPanda a year and a half ago, only to fire a lot of the staff and suspend its operations recently.
While such news pieces might be good to hear, they are often not something to be proud of.
A bootstrapped startup will have its share of proud moments too. And they will be far more grounded and not the kind that could be easily taken away, unlike the case with some over-funded ventures.
Now let’s look at the other main problem area of startups. The lack of traction or growth.
In my book, Design the Future, I mention what is to me, a wonderful example from both an investment angle and a strategic one that depended solely on the understanding of customer needs.
One portfolio company whose growth my boss and I used to oversee, was in the car rental space. Around 2009, it was on its way to be the largest player in India, right on the heels of Meru. Meru was then leading the pack in terms of size of fleet.
However, what was interesting, was that Meru’s business had been built largely on debt. Ours had been built on equity. Which meant we were profitable sooner, and could scale much faster. Meru had just turned profitable around 2009-10, if I remember correctly.
And back then, our portfolio company was already onto the model of partnered fleet. That is what Uber is all about now. Our company was collaborating with small tourist vehicle operators to add their fleet and drivers to their own, in a revenue-sharing model.
Now think about this. A company founded in 2006, which was already employing a model that we in recent times popularly know of as Uber, what as of today, has a market capitalization of USD 69 Billion! And Uber was founded only in March of 2009 (conceptualized in 2008).
So what prevented our portfolio company from being the one valued at USD 69 billion?
In hindsight, a lack of better understanding of the stakeholders in the ecosystem, is my guess.
Our portfolio company and other players back then were perhaps used to a certain customer price level and profitability that they enjoyed in a tried-and-tested pan-India market.
However, perhaps we failed to see that we could considerably reduce the margins and incentivize the partner ecosystem, in an effort to gain massive scale.
And with customers, it is only in very select areas that if we offer something at a lower price, they won’t take it. But certainly not with transport.
So, Uber carpeted several countries with the initial attractive pricing, and more than encouraging partner revenue-sharing and incentives.
And companies like ours, that didn’t think huge enough, shrunk into insignificance in that particular space at least, which they had ruled for some years till then.
Putting investments and a better understanding of the stakeholder ecosystem together, it is not necessary that every business and every idea has to be Uber-sized!
You can as well remain small, exclusive and yet thriving in a small or select few areas or geographies, if that is your business vision. Or, as is the case with Uber, you can be the most recognized brand in ground transport.
What is most important, is to first decide where on that spectrum you want to be. Then you need to find out (not in meeting rooms, but by spending time with stakeholders), what their likes and dislikes are. What drives them, what their profit expectations are? And how flexible are they on pricing; or, is there a better way you can offer them what you do? Something that might completely be poles apart from how you offer it right now.
Scenarios in the startup ecosystem are limitless. And so are the possibilities.
Originally written for NODD app and posted here: link
Choosing Business Opportunity to Avoid Change
As an individual, if you have a habit your core doesn’t fully approve of, you’d find a disconnect that you might, either align with, or from time to time try to fix.
It could be diet, fitness or even ethic related.
And often, between control or restricting something for your own benefit (like a diet restricts the irresistible food), and something you could buy to compensate ( like a pill), most people would be inclined to buy (and take) the pill as opposed to the challenge of resisting tempting, unhealthy food.
It’s amusingly similar with governments and businesses.
Choosing business opportunity to avoid change.
Consider school shootings for instance.
The obvious solution is the curb the sale of guns to the masses. But that’s bad for business and apparently against civilian rights (of all the ancient rights to desperately hold on to). So instead, while gun sales continue, you get interestingly innovative products being created to combat the inability to restrict gun sales.
Like unbreachable door barriers for schools. Now they’re toying with installing microphones in school. To monitor conversations, and use machine learning algorithms to preempt a shooting based on tone and words used. Imagine the pointlessness of that.
From what I’ve read about school shootings and behaviour, it is more like an excuse to become more intrusive. Not so much to actually solve the problem.
We reflect human weakness in our inability to directly tackle a problem. And also when we allow it to thrive while we build business models around the growing problem.
And this business opportunity to avoid change comes in different sizes:
Leave you with Pearl Jam’s Jeremy (about Jeremy Delle), which, albeit a suicide, involved a gun in a school.
Consider times when you address people. Be it as entrepreneurs pitching to a banker or equity investor. Or as managers, giving top bosses a review. Or teaching students an odd topic. Or even just explaining something to someone, especially an elder.
Whose point of view do you consider when preparing?
We often tend to look and think very sharply, from our own perspective and viewpoint. We might skip some vital information. Because we understand it clearly, and think it’s obvious or too silly to mention. We have also probably been preparing for the explanation for a while, and have been looking at the content multiple times. And it all seems so logical and obvious.
However, before we begin, we must understand whom we are pitching (or teaching, or talking) to, and why.
Whose viewpoint must the pitch or presentation or speech or explanation focus on?
It can almost never be our own viewpoint. Not even when you have been invited to talk about your life experiences.
Ideally, consider focusing broadly on one key issue in such situations. And gauge the level of understanding by putting yourself in their shoes. Even a highly capable person from a different industry might not understand ‘the obvious need‘ of your path-breaking new technology or business model. A post-graduate student might not understand a simple, non-technical concept as easily as you might assume they should. And without ‘seeing the opportunity’, no banker or equity investor will be sold to your ideas.
So let every communication be ‘for them’, and built from ‘their viewpoint’ as anchor.
I’ll wrap up with one of my many favourite scenes from an exceptional movie, My Cousin Vinny. See how the perspective instantly shifts when Marisa explains it. NSFW! Use headphones if you are in a public or work place, or there are children around.
What comes to mind when you think of possible consequences of bad design? Of a badly designed product or service? You might think the product generates less revenues. Or a rise in the number of product returns, and unhappy, angry or disappointed customers. Right?
But what about death? Of animals? Or worse, death of children?
In my book, I discussed IKEA‘s water dispensers for pets that were resulting in pet deaths. Why did that happen? Possibly because wizards on the IKEA product design team were lazy enough to use stuffed animals instead of real ones to test their design.
Think that’s bad? Enter IKEA (again!).
This time, for their dressers (a chest of drawers). Around 2016 and 2017, about 8 children (hopefully not more) died, thanks to IKEA dressers. The dressers designed in such a way, that when young children would open them and perhaps lean on to the drawer, they would tip over, crushing or badly injuring the kid.
The company had to recall over 29 million dressers! It recently launched a new line of dressers that had finally solved the ‘tipping over’ problem by preventing more than one drawer from being left open at a time.
Now, what is worse than a poorly designed product?
When the company cuts corners, misleads, and denies they have a bad or flawed product.
That is where American toy manufacturing giant Mattel‘s subsidiary company Fisher-Price comes in. In 2009, Fisher-Price launched a product that would be a runaway success – their Rock-n-Play inclined sleeper for babies.
Fisher-Price sold over 4.7 million of their inclined sleepers to parents, who probably thought it to be a boon to take away the agony of putting their baby to sleep. Based on some information about how children sleep better when held at an angle, they built the Rock-n-Play.
Instead of first conducting clinical research to validate the design, all Fisher-Price did was consult one family physician in all. One!
Eight years after its launch, following a lawsuit, Fisher-Price consulted a paediatrician about their product for the first time. Because of the lawsuit. The result of this callous approach to the design of a product for none other than infants, who require constant attention and utmost care, was the unfortunate death of over 35 babies!
One argument is that countries like the US don’t rely enough on regulators to endure product safety. And you might agree, especially in the case of smaller companies perhaps replicating a successful product.
But that can never be the excuse even for a moment for a now 89-year old company, Fisher-Price. The gross negligence in research, design and development of a product that could present potential risk of death.
Never stop when you think you’ve found what looks like a perfect solution. Especially when lives might depend on it.
The Mortal Risk of Riding Shotgun in an Autonomous Vehicle
We live in strange times. And in interesting and amusing times.
A recent article I read, spoke about how most automotive manufacturers are misleading (or are confused themselves), when they claim to offer autonomous driving features in their vehicles.
Their mindset seems hugely flawed, if not shocking. Article here
Don Norman could have a field day ripping this mindset apart.
I have heard numerous stories since when I was a teen. Of people falling off to sleep while driving to or from work in the US. It never made sense to me. However, in the years since, I have seen and personally known fatigue while driving.
I worked in Pune in the manufacturing sector for a year and half. Work largely involved workday trips to relatively far off industrial sectors and every other weekend trips back home, I was mostly driving alone.
Then there were outstation trips, where I would leave early one morning, pick up one or two colleagues, and drive to another city, attend meetings at companies spread across a large industrial sector. The next few days would involve more meetings all day, before either driving back to Pune. Or driving to the next city for an encore. In all, over 33,000 km in under 18 months.
What auto manufacturers apparently offer with autonomous driving, is different versions of driving systems that take care of driving for you. It could be identifying and staying within lanes, measuring vehicular distance and safe braking, and using GPS to drive you to your destination.
You would assume you could completely disconnect and do your thing, as your car takes you places. However, auto manufacturers still expect you to be as alert as if you were driving, in case a sudden manual intervention is needed.
That expectation of theirs is absurd at best.
Humans are either engaged or not. Or as my Statistics professor would often quote the popular idiom, ‘she’s either pregnant or not, there is no somewhat pregnant’.
If you have someone drive a car, you can hope they are awake and alert. And yet there’s no guarantee, proof being the numerous accidents that occur due to distracted driving.
But the moment you are not driving, your brain switches off, or switches to something else. Unless you are a professional rally car navigator, or in the armed forces.
On most long distance drives, be it with friends, family or work colleagues, the person in the passenger seat eventually nods off, and I’m almost certain it is not because of the company.
So, expecting someone not to drive, but have the alertness and rapid response times of someone who is, is asking for a lot!
Of course, the biggest reason for this expectation is not so much the flaws in technology, but rather human behaviour again. Many autonomous vehicle accidents are due to unanticipated human errors – be it pedestrians or other human-driven vehicles.
So the effort should be on improving that unpredictability in erratic human driving, before rolling out technology that could potentially cause fatal harm to customers who come with a very different expectation of the technology than what the manufacturer offers them.
Look at the quality revolution and process improvement. They took industry by storm several decades ago. And their impact on our machines and automated processes is unquestionable. But are we humans more efficient today, or are we far more distracted and poor managers of our time than we were? Phones, entertainment and noise to blame.
Maybe manufacturers are explaining the gaps in tech to customers before the purchase. Maybe even spelling out the risks and precautions to them. But there’s only so much you can change human behaviour in short periods of time.
And finally, it was amusing how this potentially life-threatening flaw got reported.
The article was titled, “..a UX risk!”
Why dilute a crucial message?
It’s a f@€k!^¢ risk to life! Far more than a risk to the customer experience.
Can’t have a bad experience if you’re dead. Why not highlight that?
Venture Realty Capital
Back when I worked in the venture capital space, startups always came seeking a lot of investment. Often far more than they needed. We would sit with ventures we thought had some potential, and during the process, break down the investment needs. Eventually, we would arrive at a number that was close to what we felt they really needed. And that amount would often be far smaller than what they initially sought. In pre-dot-com Silicon valley terms, we removed the Ferrari and frills from the investment sought.
In my current consulting practice, founders sometimes tell me how investors nowadays really shred the business off of anything heavy. How they like to invest only in the brand if that’s possible. Even pushing the business owners to hive manufacturing or anything else even moderately heavy to another business entity. To an entity they don’t invest in, but which might eventually compete with other companies to supply to this brand.
Obviously logical. Except when it’s not. Sometimes, investors might lose clarity and hive off functions that might be critical to the eventual success (or failure) of the venture. And while restricting investment into a lean venture makes financial sense, it often seems greedy from a founder’s point of view.
Investors, even the most aggressive of them, look for anchors. Anything that will help them measure (or value) and hopefully de-risk the investment with reference to their firm’s or internal reference scale. Basically to give them a level of comfort or confidence in the investment opportunity. That’s of course, when they haven’t let blind optimism cloud their decision. Anchors could be anything from it being a venture floated by a seasoned serial entrepreneur, or the founding team bringing in a lot of relevant experience, big name clients already buying from this startup, a patented product in a big emerging market, etc. It could even be a model that has proven itself in another market.
However, in recent times, given the inclination of venture capitalists to invest in startups that are extremely lean, it is a little surprising to find ridiculous amounts of money being pumped in by investors into co-working spaces.
According to Wikipedia, WeWork (now The We Company) managed 10,000,000 square feet (930,000 m2) of office space globally. US-based Industrious has raised $142 million to date. Of that amount, it raised $80 million last year to double its co-working sites in the US to 60. In October last year, India-based Innov8 raised $4 million. It boasted of 4000 seats across 13 centres in domestic cities. The We Company has raised a heart-stopping $12.8 billion till date.
Even if these firms have artificial intelligence doing matchmaking and improving the quality of business networking that happens, which they don’t – it would still not justify the quantum of funding. And certainly not so if they don’t own any of the real estate that they sublet to businesses and solopreneurs.
I just hope all the investors are aware of that before investing. Because without any underlying realty, the investment is all about creating fun work spaces, events and workshops. In some ways, that could be comparable to a nice bar that organizes regular gigs, has a familiar crowd, and, and that is it!
Sure that’s worth a lot, but worth investing $12.8 billion dollars?
In many ways, it feels like a Facebook. Initially fun for users, but as the founders got ridiculously rich, all it served users beyond a reducing benefit of keeping pace with the lives or events family and friends, is be an advanced, high-tech, time-killer.
Is that what WeWork might be too? While giving members a wonderful feel-good environment, is it really serving that purpose well? Even offering a support ecosystem to businesses via these ventures seems like a complicated (and probably not very effective) way to add value.
VC’s have moved away from investing in core assets. Even to the point of stripping the business of anything non-core, including manufacturing. But they are alright with investing boatloads into tech-using real estate companies.
Venture capitalists seem to have traded the “venture” in their names by betting on owned or rented real estate as opposed to their fundamental objective of funding new age ventures. Sounds messy.