Are changes in business processes prototyped?
The process of implementing possible solutions to wicked problems in an organisation by trialling innovative ideas and models is known as prototyping. It provides businesses with opportunities to identify the best possible solution after trialling a range of options to a significant business problem. This approach applies equally well to improving existing business processes, especially for organisations that seek to create efficiencies and quality improvements.
Prototyping is part of the ideation phase in Design Thinking and Human Centred Design (HCD) approaches. Both methodologies are about empowering people by effectively engaging and inspiring individual team members to identify a solution to a challenging problem. These are useful techniques when well-facilitated for initiating a change process that can involve the entire organisation. They can empower people who feel encouraged to contribute to finding the solution and are particularly useful when contributions are actively sought from voices in the business that are not typically heard.
The prototyping phase occurs after two important steps in the process: identification of the real problem or issue and obtaining universal agreement amongst the team. Once the problem or issue has been clearly defined, the brainstorming phase can commence. Team members freely submit ideas by free association, mind mapping, interviews and questionnaires, or discussion such as “how might we solve this problem”.
During a brainstorming session, ideas are generated at will; they can range from the very simple and practical to hypothetical, complex and audacious. No ideas are rejected at this stage as the goal is to generate as many ideas as possible. The most promising Ideas are narrowed and identified through a selection process - the ‘coloured sticky note’ technique. The best ideas proceed to the next stage. Prototypes are built to test these concepts and ideas within the business. During the process, the team gathers feedback which is used to further improve designs and ideas. In effect, it is an iterative cycle to perfect ideas which ultimately leads to the best and most effective solution.
Ideas are tested and according to HCD theory, they should be tested with the end user in mind. Prototyping can be useful for identifying ideas that only partially work or don’t work at all. The process allows for learning from failure and identifying the point in the process where there is a weakness in the design. Iteration occurs around this point and the weakness is bypassed or the process redesigned and rebuilt. It is a cyclical process of testing prototypes, obtaining feedback, and iterating to create an effective, innovative solution in the end.
Brainstorming ideas, developing protypes and eventually identifying the perfect solution are not linear processes. There is some degree of going back and forth when testing ideas and concepts may be presented a number of times. It does require a degree of acceptance from team members that progress is achieved only after coming through inevitable setbacks. Team members must nimble and open to iteration.
Prototyping as part of an HCD approach is an effective tool for improving business processes as it fosters collaboration, empowers individuals and gains buy-in from team members, all of which are essential elements of any change management process.
Brendan Grabau (PhD, MBA) is an independent change management consultant based in Melbourne.