MEASURING IMPACT
At its essence, human-centered systems thinking embodies a holistic and empathetic approach to grappling with intricate problems. While we've delved deeply into navigating complex systems within organizations, it's crucial to recognize that your organization is merely a component of larger interconnected systems, which in turn are entwined with countless others. Systems thinking underscores the interconnectedness of everything, including your role within these systems. Leveraging the mindsets and methodologies of human-centered systems thinking empowers you to effect change from within these systems.
Everything is Connected...
Human-centered systems thinking is fundamentally about addressing complex challenges in a manner that considers the holistic needs of individuals, nature, and society. It entails broadening your perspective to grasp the interrelatedness of various elements within a system. By adopting a wider lens, you gain insights into discerning patterns, connections, and pivotal points within the system. Armed with design tools, you can pinpoint where and how to enact small-scale interventions, paving the way for learning and ultimately implementing more substantial changes. This approach fosters outcomes that are more interconnected, effective, and ethical, transcending the sum of individual parts.
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Contrary to mechanistic depictions often associated with systems, human-centered systems thinking infuses humanity into the framework. It re-centers people, particularly those marginalized or harmed by the system, reminding us that systems profoundly impact individuals' lived experiences. The largest human systems, spanning healthcare, finance, education, and retail, inherently involve complex human behaviors and pose fundamental equity questions. Tackling such issues necessitates systemic thinking to unearth root causes and unravel interconnected dynamics—a requirement applicable to any system involving human interaction.
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While grappling with vast and seemingly immutable social systems can induce feelings of overwhelm and inertia, embracing the tools, techniques, and mindsets of human-centered systems thinking empowers individuals to dissect these systems into manageable components. This approach imbues agency and fosters a belief in the possibility of effecting positive change. As activist and author adrienne maree brown aptly notes, we inhabit a universe replete with contradictions and complexities, where thriving conditions hinge on abundance and diversity.
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Thus, the question arises: How can we harness our collective ingenuity to reimagine and redesign these systems? This course aims to ignite a fresh perspective on systems, encouraging you to discern novel patterns, pose insightful queries, and embrace experimentation. At its core, human-centered systems thinking transcends mere methodology—it embodies a mindset and a way of being. Embracing this mindset equips us to confront our most daunting challenges, whether as individuals, organizations, or as a society.
Measuring Impact in Systems...
As you approach the integration of your solution into the system, it's essential to consider how to assess its effectiveness over time, particularly in terms of its ability to serve the diverse stakeholders involved in its design. While numerous methods exist for monitoring and evaluating interventions, the key lies in determining the desired outcomes and selecting appropriate indicators to measure progress.
– Source: Human-centered Systems Thinking IDEO-U
While certain metrics such as sales revenue, employee retention, or customer satisfaction may be readily apparent, a more nuanced approach is often necessary when aiming to influence people's mindsets and behaviours. Three fundamental questions can guide the development of your measurement plan: Firstly, what are the key mindsets and behaviours you aspire to foster in the future? Secondly, what indicators suggest progress towards these objectives? And thirdly, what methods will facilitate the tracking of progress over time?
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Here are three steps to assist you in crafting your measurement plan:
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Step 1: Clarify Your Objectives Begin by defining the outcomes you anticipate and wish to achieve. What do you aim to learn about your solution? Consider both short-term and long-term goals and list all desired outcomes to guide your measurement efforts effectively.
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Step 2: Define Your Indicators Identify the specific data required to gauge the effectiveness of your solution. For each outcome, establish a set of indicators that are specific, measurable, meaningful, and time-bound. These indicators should encompass shifts in knowledge, mindsets, or behaviors and may include both quantitative metrics and qualitative feedback from stakeholders.
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Step 3: Collect Your Data Prioritize a manageable set of indicators and determine the methods for data collection. Consider how frequently data will be collected, who will be responsible for data analysis, and how the insights will inform decision-making processes. Strive for a balance between quantitative and qualitative data to ensure a comprehensive understanding of your solution's impact.
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In essence, a well-crafted measurement plan empowers you to systematically track progress, refine strategies, and ultimately achieve meaningful outcomes within the system.
Here are some tips to help define your indicators.
Begin by acknowledging the conventional approach...
Numerous organisations rely on traditional performance and business metrics such as revenue, retention, and satisfaction. While these indicators offer valuable insights into past events, they often fail to predict future outcomes. Moreover, they provide an incomplete picture, particularly when designing interventions to foster new behaviours and mindsets.
Seek a harmonious blend of conventional and unconventional metrics...
Achieving a harmonious blend of objective (or conventional) measures and subjective (or unconventional) ones is key. While objective metrics offer a solid foundation, subjective indicators provide subtle insights into shifts in people's mindsets, behaviors, and relationships. They can offer a glimpse into the unfolding narrative or signal early progress in the desired direction.
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However, uncovering these unconventional measures demands creative exploration to unveil hidden connections. For instance, consider what signifies an employee's commitment to their organization and their comfort in expressing their true selves at work. Surprisingly, it may lie in the extent to which they personalize their desks.
So, how can you unearth these unconventional measures? Consider the following strategies.
Trust your instincts...
Unconventional measures might not readily reveal themselves, but they resonate intuitively with human experiences. They offer a nuanced understanding of evolving behaviors, serving as barometers for the effectiveness of a solution—shedding light on whether it's yielding the desired outcomes and why. However, spotting these measures demands practice and relies on your intuition, which may have already been finely honed through years of experience.
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In your daily professional interactions, you naturally pick up on subtle cues to assess the state of affairs, such as a growing tension between two teams. Similarly, you can leverage this intuitive acumen to identify unconventional measures that reflect the essence of change within your organization.
Reverse engineer your approach...
Too often, our measurement methods mirror past practices, overlooking potential misalignments with our desired impact. It's not that our instincts are off base, but rather, we may neglect strategic consideration of causality.
Start by envisioning the desired future outcome, then trace your steps backward. What early signs or leading indicators could you anticipate observing? These signals, whether gleaned from research, intuition, or past experiences, serve as harbingers of progress in the right direction.
Suppose your organisation aims to cultivate a culture of inclusion among new hires. Start by envisioning the future: two years from now, you hope to see a diverse and cohesive community where every member feels valued and connected. Six months from now, you envision new employees actively engaging with their peers and embracing the company culture. Looking ahead to next week, you anticipate small but meaningful interactions, such as new hires attending social events or contributing ideas during team meetings.
Now, let's explore potential indicators of progress towards these goals. Traditional metrics like engagement scores are valuable, but let's think outside the box. Imagine a scenario where an introverted employee, typically reserved in group settings, decides to join an affinity group or volunteers to organize a community event. While this anecdote alone isn't sufficient to gauge the intervention's success, it serves as a nuanced indicator of budding inclusion and connection. When combined with other metrics, such as feedback from employee surveys and participation rates in company initiatives, it contributes to a comprehensive assessment of progress towards fostering a sense of belonging.
Track what is meaningful
It's true that there's a plethora of data points you could potentially track, but what truly matters is attributing meaning to these measures. While it's tempting to focus solely on quantitative and summative data, especially in traditional evaluation frameworks, systemic change involves much more than just numbers. It encompasses the subtle shifts in people's mindsets, behaviors, and relationships over time.
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Objective proof points certainly have their place, but they often fail to capture the nuanced aspects of change within complex systems. By advocating for the inclusion of more unconventional measures, you're not only broadening the scope of assessment but also advocating for a more holistic and responsible approach to evaluating impact. This approach allows for a deeper understanding of how interventions affect individuals and communities, ultimately leading to more accurate assessments of progress and success.
Engage Diverse Voices in the Process
Ensure to involve your key stakeholders and partners in the discussion. Their diverse perspectives and expertise can greatly contribute to shaping your measurement plan. Consider reaching out to unconventional collaborators—individuals who offer different backgrounds, perspectives, and positions than your own.
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Incorporating various viewpoints can significantly mitigate implicit bias, particularly during the development of evaluation strategies. It's crucial not to rely solely on your own observations when identifying indicators of progress. How can you empower others to become data collectors, allowing you to minimize personal bias and ensure a more comprehensive assessment?
Embrace Adaptability in Measurement
Change often unfolds over time, with a gap between intervention and outcome. It's essential to establish a realistic timeline for expecting results. Additionally, recognize that change may not follow a linear trajectory, making consistent feedback collection challenging. Human systems are dynamic and unpredictable, necessitating openness and flexibility in your approach.
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Furthermore, acknowledge that crafting a perfect measurement plan from the start is unlikely. While articulating strategies for assessment is crucial, leave room in your timeline and toolbox to accommodate unforeseen developments. Human-centered systems thinking demands continuous learning and adaptation.