six thinking hats from: philip hodgson, ph.d. user experience group / global consumer design...
TRANSCRIPT
six thinking hats
From: Philip Hodgson, Ph.D.
User Experience Group / Global Consumer Design
Whirlpool Corporation
(presented with minor modifications to ISE 311 – Ergonomics & Work Measurement)
about thinking
automatic background thinking
conscious problem solving thinking
logical, linear, critical, argument based
We tend to think the same way every time
like water running down a hillside
deepening the channel
ensuring that future thinking follows the same path
the problem with thinking
The main difficulty with thinking is confusion. We try to do too much at once. Emotions, information, logic, hope and creativity all crowd in on us. It is like juggling too many balls.
thinking about thinking
identify the different kinds of thinking
separate the different kinds of thinking
direct the different kinds of thinking
switch between the different kinds of thinking
think about thinking
Thinking is a skill … it can be improved but it needs to be understood, managed and practiced ...
wearing hats
a “thinking cap”
defines a role
gives direction and focus
gives you the “floor”
attracts attention
provides a way to switch gears
we become a “group of thinkers”
now the game has rules
emotion will follow motion.
Our example
Evaluate the layout and food choices of the cafeteria.
Take a customer-centric view.
All aspects of the customer experience are to be explored.
the information seeking hat neutral the facts what information is
available? what is relevant? true facts beliefs (but not guesses) not giving opinions not presenting arguments.
neutralobjectiveinformationcreating the map
neutralobjectiveinformationcreating the map
• Last year there was a 25% increase in the sale of turkey meat • Give me the employment figures for high school dropouts for 6 months after they leave school• I think I am right in saying that the 777 is the quietest plane in the Boeing fleet• I need some white hat details of the volume of traffic trying to leave Atlanta during rush hour.
white
Our example: Give me some ‘white hat’ facts or questions about the customer experience in the cafeteria today.
Our example: Give me some ‘white hat’ facts or questions about the customer experience in the cafeteria today.
emotionfeelingsintuitivesubjective
emotionfeelingsintuitivesubjective how you feel about the
suggestion your gut reactions your intuitions and hunches getting upset, being delighted a legitimate outlet for emotion allows exploration of feelings.
• I feel we are being pressured into agreeing with the new proposal• Give me your red hat view of our current direction • I am very pleased with the way things are going• I do not like the way this meeting is being conducted • I have a strong feeling that the broken window and the torn theatre ticket are vital clues in solving this murder• I am feeling really frustrated right now.
red
Our example: What is your ‘red hat’ view of the way the cafeteria is laid out and run today.
Our example: What is your ‘red hat’ view of the way the cafeteria is laid out and run today.
positive (logical)benefits“can do”
positive (logical)benefits“can do”
positive (based on …) the benefits, the savings, the advantages? constructive improving on ideas proposals speculative “if …” about effectiveness and getting a job done making things happen but not blind optimism
• let’s put our yellow hats on and look at the positive aspect of the new proposal• the good thing about Jim getting the job is that at least he understands the Chinese culture• it is hard to become an actress but if I go to the audition at least I have a chance• I just love this idea I am really excited about getting started • well I am wearing my yellow hat but I cannot find anything positive about this new idea• there is a new opportunity here, but we must move quickly!
yellow
Our example: Put on your ‘yellow hat’ and tell me some of the positive aspects of the cafeteria.
Our example: Put on your ‘yellow hat’ and tell me some of the positive aspects of the cafeteria.
negative (logical)cautiondevil’s advocate
negative (logical)cautiondevil’s advocate
why it might go wrong the errors or pit-falls the risks or dangers involved identifies difficulties and problems logical rationale for not doing something legal limits technology limits critical judgement legitimizes negativity separates the logical from the
emotional NOT negative feelings!
• I don’t think that just lowering prices is going to work• the sales figures I have show that just lowering prices is not going to work• It looks good on paper, but what if the Japanese enter the civil aviation market?• It sounds like a great idea but what you are proposing is not legal in that country• But increasing the wages will drive up the costs so we must consider an alternative.
black
Our example: Give me a ‘black hat’ assessment of some things that aren’t working well about the cafeteria.
Our example: Give me a ‘black hat’ assessment of some things that aren’t working well about the cafeteria.
new ideas and concepts lateral thinkers wear a green hat sudden insights doing things differently not logical provocative triggers (random words … “frog” “cheese”) ideas as stepping stones … to where? explore the absurd (what if planes landed upside
down?) taboos? now start over and explore alternative ideas.
creativeprovocativenew ideas
creativeprovocativenew ideas
• put your green hat on and have a new idea • we are getting bogged down here … everybody put your green hats on and try to come up with something new• I know the idea sounds crazy but I am wearing the green hat right now• under the protection of the green hat I want to suggest that we fire the entire sales force• suppose we put the bread between two hamburgers instead, where might that take us?
green
Our example: Put on your ‘green hat’ and come up with some novel ways of serving food in the cafeteria.
Our example: Put on your ‘green hat’ and come up with some novel ways of serving food in the cafeteria.
thinking about the thinking planning and organising the thinking managing the focus by calling for the use of other hats monitoring and reflecting on the thinking processes drawing conclusions uses blue hat to shift people in or out of the discussion others can also offer blue hat comments.
orchestrationreflectionmonitoringthe “meta-hat”
orchestrationreflectionmonitoringthe “meta-hat”
• my blue hat tells me we ought to be looking for alternatives at this point • we seem to be spending much more time on red hat than I expected, let’s switch to green again• OK let’s have ten minutes of white hat, and then five minutes of yellow• Jane, you've been very quiet. Let’s hear your yellow hat view on this• I want you both to yellow hat each other’s point of view … that should stop you arguing • those were helpful black hat thoughts but we are supposed to be wearing our white hats right now• wearing my blue hat it seems that the conclusions are as follows …• now everyone put on the blue hat and say where you think we ought to be going with this meeting.
blue
Our example: Give me a ‘blue hat’ assessment of how well this way of approaching the problem works for evaluating the cafeteria.
Our example: Give me a ‘blue hat’ assessment of how well this way of approaching the problem works for evaluating the cafeteria.
some of the benefits
thinking is simplified
direction of thinking can be effectively switched
can be used for both group and individual thinking
issues are resolved with more clarity
issues are resolved more quickly
everyone has a chance to contribute
it becomes legitimate to express feelings
opportunity to express all aspects of your thoughts
new ideas are born
meetings are more focused
meetings are shorter
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informative
intuitive
cautious
constructive
creativereflective
the six thinking hats
Your turn …
Your textbook describes several methods of unstructured and structured ‘search’ techniques. In groups of 3 or 4:
• Select 2 of these methods – one structured and one unstructured.
• Think of how the ‘thinking hats’ methodology could be used in conjunction with the technique in the book.
• Focus in on using your ‘hat’ (white, red, yellow, etc.)
• When instructed, exchange hats with another group and approach the question from that perspective.
‘White hat’ thinking ‘Red hat’ thinking ‘Yellow hat’ thinking
‘Black hat’ thinking ‘Green hat’ thinking
‘Blue hat’ thinking