Tom Wujec: Got a wicked problem? First, tell me how you make toast

Prevodilac: Aleksandar Kovačević Lektor: Ivana Korom

Some years ago,

Pre nekoliko godina

I stumbled across a simple design exercise

sam naleteo na jednostavnu vežbu iz dizajna

that helps people understand and solve complex problems,

pomoću koje se lakše rešavaju složeni problemi,

and like many of these design exercises, it kind of seems trivial at first,

i kao mnoge slične vežbe, na prvi pogled deluje trivijalno,

but under deep inspection,

ali kada se bolje pogleda,

it turns out that it reveals unexpected truths

uspeva da otkrije neočekivane stvari

about the way that we collaborate and make sense of things.

o načinima na koje sarađujemo i razmišljamo.

The exercise has three parts

Sastoji se iz tri dela,

and begins with something that we all know how to do,

a počinje od nečega što svi umemo:

which is how to make toast.

pravljenja tosta.

It begins with a clean sheet of paper, a felt marker,

Za početak uzmete prazan list papira i flomaster

and without using any words, you begin to draw how to make toast.

i bez korišćenja reči crtate uputstvo za pravljenje tosta.

And most people draw something like this.

Većina ljudi nacrta nešto poput ovoga.

They draw a loaf of bread, which is sliced, then put into a toaster.

Nacrtaju veknu hleba, koja se iseče, pa se stavi u toster.

The toast is then deposited for some time.

Toster zatim radi određeno vreme.

It pops up, and then voila! After two minutes, toast and happiness.

Hleb iskoči i eto tosta i radosti.

Now, over the years, I've collected many hundreds of drawings of these toasts,

Proteklih godina sam sakupio stotine ovakvih crteža,

and some of them are very good,

i neki su vrlo dobri,

because they really illustrate the toast-making process quite clearly.

jer veoma jasno prikazuju postupak pravljenja tosta.

And then there are some that are, well, not so good.

Neki, sa druge strane, i nisu tako dobri.

They really suck, actually, because you don't know what they're trying to say.

Zapravo su stvarno bezveze, jer se ne vidi šta žele da prikažu.

Under close inspection,

Kad se bolje pogleda,

some reveal some aspects of toast-making while hiding others.

neki prikazuju određene strane pravljenja tosta, dok druge kriju.

So there's some that are all about the toast,

Tako se neki bave samo tostom,

and all about the transformation of toast.

a neki prelaskom hleba u tost.

And there's others that are all about the toaster,

A neki se bave siključivo tosterima,

and the engineers love to draw the mechanics of this.

inženjeri vole da crtaju taj mehanički deo.

(Laughter)

(Smeh)

And then there are others that are about people.

Neki su i o ljudima.

It's about visualizing the experience that people have.

Trude se da prenesu ljudski doživljaj.

And then there are others that are about the supply chain of making toast

Ima i onih koji se bave logistikom pravljenja tosta,

that goes all the way back to the store.

sa početkom u prodavnici.

It goes through the supply chain networks of teleportation

Teleportom prolaze kroz čitav lanac snabdevanja,

and all the way back to the field and wheat,

vraćaju se do njive i žita,

and one all actually goes all the way back to the Big Bang.

jedan čak počinje od samog Velikog Praska.

So it's crazy stuff.

Ima ludih stvari.

But I think it's obvious

Ali mi se čini da je očito

that even though these drawings are really wildly different,

da, iako su vrlo različiti,

they share a common quality, and I'm wondering if you can see it.

svi crteži dele jednu osobinu, i zanima me da li je vidite.

Do you see it? What's common about these?

Vidite li? Šta im je zajedničko?

Most drawings have nodes and links.

Većina se sastoji od čvorova i veza.

So nodes represent the tangible objects like the toaster and people,

Čvorovi predstavljaju materijalne stvari, poput tostera i ljudi,

and links represent the connections between the nodes.

dok veze povezuju čvorove.

And it's the combination of links and nodes

Ta kombinacija čvorova i veza

that produces a full systems model,

čini model sistema,

and it makes our private mental models visible

koji prenosi naš mentalni model,

about how we think something works.

odnosno shvatanje određenih pojava.

So that's the value of these things.

Tome oni zapravo služe.

What's interesting about these systems models

Zanimljivo je da ovi modeli sistema

is how they reveal our various points of view.

oslikavaju naše tačke gledišta.

So for example, Americans make toast with a toaster.

Na primer, Amerikanci koriste tostere.

That seems obvious.

To je očigledno.

Whereas many Europeans make toast with a frying pan, of course,

Međutim, mnogi Evropljani tost prave u tiganju,

and many students make toast with a fire.

a mnogi studenti na otvorenom plamenu.

I don't really understand this. A lot of MBA students do this.

Ne razumem zašto, ali mnogi master studenti to rade.

So you can measure the complexity by counting the number of nodes,

Brojanjem čvorova se može izmeriti složenost crteža,

and the average illustration has between four and eight nodes.

i u proseku ih ima između četiri i osam.

Less than that, the drawing seems trivial,

Ako ih je manje, crtež deluje trivijalno,

but it's quick to understand,

ali se brže razume,

and more than 13, the drawing produces a feeling of map shock.

a ako ih je više od 13, čovek se izgubi u crtežu.

It's too complex.

Previše je složen.

So the sweet spot is between 5 and 13.

Znači da je najbolje između 5 i 13.

So if you want to communicate something visually,

Ako želite da nešto prikažete slikom,

have between five and 13 nodes in your diagram.

neka na dijagramu bude između 5 i 13 čvorova.

So though we may not be skilled at drawing,

Iako možda ne umemo da crtamo,

the point is that we intuitively know how to break down complex things

bitno je da umemo da složene stvari instinktivno raščlanimo na jednostavne,

into simple things and then bring them back together again.

a zatim ih ponovo sastavimo.

So this brings us to our second part of the exercise,

Tu dolazimo do drugog dela vežbe,

which is how to make toast,

uputstva za pravljenje tosta,

but now with sticky notes or with cards.

ali ovog puta pomoću nalepnica ili kartica.

So what happens then?

Šta se tada dešava?

Well, with cards, most people tend to draw clear, more detailed,

Kad koristi kartice, većina ljudi crta jasnije, detaljnije

and more logical nodes.

i logičnije čvorove.

You can see the step by step analysis that takes place,

Vidi se kako se vrši postepena analiza

and as they build up their model, they move their nodes around,

i dok se model gradi, redosled čvorova

rearranging them like Lego blocks.

se preuređuje poput Lego kockica.

Now, though this might seem trivial, it's actually really important.

Iako to deluje nebitno, zapravo je veoma važno.

This rapid iteration of expressing and then reflecting and analyzing

Jedino tom brzom smenom između stvaranja

is really the only way in which we get clarity.

i sagledavanja i analize postiže se jasnoća izraza.

It's the essence of the design process.

To je suština procesa dizajna.

And systems theorists do tell us

A teoretičari sistema nam kažu

that the ease with which we can change a representation

da je lakoća sa kojom menjamo način prikaza ideje

correlates to our willingness to improve the model.

srazmerna našoj volji da poboljšamo model.

So sticky note systems are not only more fluid,

Ne samo da su sistemi sa karticama fleksibilniji,

they generally produce way more nodes than static drawings.

već i sadrže mnogo više čvorova od crteža.

The drawings are much richer.

Mnogo su detaljniji.

And this brings us to our third part of the exercise,

Sada počinje treći deo vežbe,

which is to draw how to make toast, but this time in a group.

crtanje uputstva za pravljenje tosta, ali u okviru grupe.

So what happens then?

Šta se tada dešava?

Well, here's what happens.

Dešava se sledeće:

It starts out messy, and then it gets really messy,

isprva je neuredno, pa još neurednije,

and then it gets messier,

i još neurednije,

but as people refine the models,

ali što se model više prerađuje,

the best nodes become more prominent,

najbolji čvorovi se sve više ističu

and with each iteration, the model becomes clearer

i svakom sledećom verzijom je model sve jasniji

because people build on top of each other's ideas.

jer se gradi na tuđim idejama.

What emerges is a unified systems model

Time nastaje zajednički model sistema

that integrates the diversity of everyone's individual points of view,

koji objedinjuje sve različite tačke gledišta,

so that's a really different outcome

što je sasvim suprotno onome

from what usually happens in meetings, isn't it?

što se obično dešava na sastancima, zar ne?

So these drawings can contain 20 or more nodes,

Ovi crteži mogu da sadrže i preko 20 čvorova,

but participants don't feel map shock

ali je teško da se čovek izgubi u njima

because they participate in the building of their models themselves.

jer i sam učestvuje u njihovom stvaranju.

Now, what's also really interesting, that the groups spontaneously mix

Zanimljivo je da grupe same menjaju

and add additional layers of organization to it.

ili dodaju nove načine uređivanja dijagrama.

To deal with contradictions, for example,

Na primer, da bi se izbegle protivrečnosti

they add branching patterns and parallel patterns.

dodaju se grananja ili paralelne putanje.

Oh, and by the way, if they do it in complete silence,

Uz to, sve mnogo brže i bolje ide

they do it much better and much more quickly.

ako se radi u tišini.

Really interesting -- talking gets in the way.

Stvarno zanimljivo - pričanje ometa.

So here's some key lessons that can emerge from this.

Iz ovoga se mogu izvući sledeće pouke:

First, drawing helps us understand the situations

prvo, pomoću crtanja događaje shvatamo

as systems with nodes and their relationships.

kao sisteme čvorova i njihovih veza.

Movable cards produce better systems models,

Pomoću kartica se stvaraju bolji modeli,

because we iterate much more fluidly.

jer se mogu mnogo lakše menjati.

And then the group notes produce the most comprehensive models

Rad u grupi stvara najopširnije modele

because we synthesize several points of view.

zbog spajanja različitih tački gledišta.

So that's interesting.

To je zanimljivo.

When people work together under the right circumstances,

Ako ljudi sarađuju pod pravim okolnostima,

group models are much better than individual models.

grupni modeli su mnogo bolji nego pojedinačni.

So this approach works really great for drawing how to make toast,

Vidimo da ovaj pristup dobro funkcioniše za pravljenje tosta,

but what if you wanted to draw something more relevant or pressing,

ali šta ako poželite da nacrtate nešto bitnije,

like your organizational vision, or customer experience,

recimo viziju kompanije, ili uslužnu delatnost,

or long-term sustainability?

ili plan za dugoročnu održivost?

There's a visual revolution that's taking place

Dešava se vizuelna revolucija,

as more organizations are addressing their wicked problems

jer sve više organizacija rešava nezgodne probleme

by collaboratively drawing them out.

tako što ih zajednički iscrta.

And I'm convinced that those who see their world as movable nodes and links

Siguran sam da su u prednosti oni koji na svet gledaju

really have an edge.

kao na pokretne čvorove i veze.

And the practice is really pretty simple.

Ceo postupak je prilično jednostavan.

You start with a question, you collect the nodes,

Počne se od pitanja, sakupe se čvorovi,

you refine the nodes, you do it over again,

usavrše se, pa se sve ponovi,

you refine and refine and refine, and the patterns emerge,

usavršavate i usavršavate dok ne dobijete

and the group gets clarity and you answer the question.

jasnu sliku i odgovor na pitanje.

So this simple act of visualizing and doing over and over again

Taj jednostavan postupak crtanja i prepravljanja

produces some really remarkable outcomes.

donosi izuzetne rezultate.

What's really important to know

Važno je znati

is that it's the conversations that are the important aspects,

da je bitna komunikacija,

not just the models themselves.

a ne sam model.

And these visual frames of reference

Toliko različitih tački gledišta

can grow to several hundreds or even thousands of nodes.

može da stvori stotine ili čak hiljade čvorova.

So, one example is from an organization called Rodale.

Jedan od primera ovoga je kompanija Rodale,

Big publishing company.

velika izdavačka kuća.

They lost a bunch of money one year,

Jedne godine su izgubili dosta novca,

and their executive team for three days visualized their entire practice.

pa je grupa direktora tri dana iscrtavala celokupno poslovanje.

And what's interesting is that after visualizing the entire business,

Zanimljivo je da su nakon iscrtavanja celokupnog poslovnog plana,

systems upon systems,

sistema i sistema,

they reclaimed 50 million dollars of revenue,

ostvarili zaradu od 50 miliona dolara,

and they also moved from a D rating to an A rating from their customers.

a ocena mušterija se povećala od prolazne do najbolje.

Why? Because there's alignment from the executive team.

Zašto? Zato što su direktori sad sve organizovali.

So I'm now on a mission to help organizations

Trudim se da pomognem kompanijama

solve their wicked problems by using collaborative visualization,

u rešavanju nezgodnih problema iscrtavanjem u grupi,

and on a site that I've produced called drawtoast.com,

a na sajtu drawtoast.com sam sakupio

I've collected a bunch of best practices.

neke od najboljih primera.

and so you can learn how to run a workshop here,

Tu možete da naučite o vođenju radionica,

you can learn more about the visual language

o vizuelnom jeziku i o sastavu

and the structure of links and nodes that you can apply to general problem-solving,

čvorova i veza koje se koriste za rešavanje problema,

and download examples of various templates

kao i da skinete razne šablone

for unpacking the thorny problems that we all face in our organizations.

za borbu protiv teških problema u kompanijama.

So the seemingly trivial design exercise of drawing toast

Naizgled trivijalna vežba iz dizajna nam pomaže

helps us get clear, engaged and aligned.

da dobijemo jasnu sliku, angažujemo se i organizujemo.

So next time you're confronted with an interesting challenge,

Kad se sledeći put suočite sa zanimljivim izazovom,

remember what design has to teach us.

setite se šta nam dizajn poručuje.

Make your ideas visible, tangible, and consequential.

Neka vam ideje budu vidljive, određene i značajne.

It's simple, it's fun, it's powerful,

Jednostavno je, zabavno i moćno,

and I believe it's an idea worth celebrating.

i smatram da je to ideja koju vredi proslaviti.

Thank you.

Hvala vam.

(Applause)

(Aplauz)