Workarounds

#10 - Jun.2021

Want a great source of inspiration when designing a new solution for your customers? Look at the workarounds they use.

If people can't solve their problems as expected (existing systems, processes, policies, etc.) they'll find a way. You can see workarounds as a negative connotation or limitation, or you can use them to discover hidden intentions of what users really want.

The shared macro spreadsheet; the "informal" process; even the post-it documenting the most-used system codes. These are shortcuts from people trying to get their job done. Most of the time is an unconscious way of saying: "the way it was designed simply doesn't work".

When building a new experience or technology look for these hidden gems - they might become insights into how the solution should work.