I felt a little heavy-hearted to attend Genovasi class today, reason being is because I do not fancy presenting in front of a crowd. Specifically, I hate being in the limelight. I don't know why but I just like to stay behind the crew actually, sort of like to observe, gain input and try to be less opinionated. Anyhow, life's goes on and like what Samantha said, "we cannot always be ourselves". If we do, that means we are selfish.
Ride with Farqhan was cool. We exchanged knowledge a lot on religion topic. Diving into informative and active discussion with someone is something I enjoyed most for I get to dig in deeper on the person's perception. I couldn't really recall on how did the conversation started but overall, the gist of it were::
~ Shi'ah is like another political religion, but more to a side tracked one of Islam based in Egypt and it actually encourages killing among human beings. The concern here is that it slowly intoxicates Malaysian Islam due to abundant of exchange program with Egypt.
~ Jewish and Christian are religion branched from Islam too. Reason being is because in the past, there were many prophets - Allah's messenger - who had ruled a country. Unfortunately, there were variety type of teachings and message interpretation from each of the prophet. Thus, this produced different types of religion: Jewish and Christian. If there is no discrepancy of Farqhan clarification, Islam is the pure religion as compared to both ones just mentioned. A bible cannot and should not be edited and if it does, it is considered illegal or invalid. Thus, this links to Christian who has Old and New Testament.
~ Jewish is more ubiquitous in countries like America.
Upon reaching class, what a surprise and pleasant effort by Genovasi team that they changed the studio as well as some of the coaches. It freshens up everyone with new setting and faces after enjoying two weekends of laid back holidays. Further surprises would be a reshuffling of team members and also additional of group's name and cheers. This time I am with Zubaidah - who surprisingly, I got a "shining" that I would somehow be in the same team with her after a glimpse on her - Adila, the over-reactive girl (just like Ming Yi total contradictory to their age), loquacious, proactive and cheerful UM-soon-to-be-graduating engineering student, Raj again, Shakir - who had his flu today and constantly spotted with myriad beads of sweat, and Elaine - a sweet girl who is doing Accounting and Finance in Sunway University.
The first session after the morning exercise - playing The Invisible Ball which requires eye contact and sound effect as the ball lurched off your hands - was with Mike Connan, a coach who fortunately did not sound like he slurred in his presentation. So what I could still recall was::
1) Empathy. Define. Ideate. Prototype. Test.
2) Refreshed us on techniques we could use in Defining : Journey map, words and stakeholders.
3) Charething which is actually listing out the USER and ISSUES/INSIGHTS.
4) From the issues that we list out, we gonna form a bell-shaped normal distribution curve, which we would highlight the extremes, or the most revolving matters. If I get Mike right, he said that by solving the extreme on the right, it would basically pretty much cover up the rest of an issue.
5) We were also explained on how
observation plays an important role to extract information. Some pictures shown to us were like: Genovasi sofa with wheels; red sofa; two different colours of balloons outside the toilet and also Genovasi stairs. It provokes us to ponder with our eyes and squeeze out insights by analyzing the picture.
6) Then create our Point of View (POV) : We met, we discovered that, we aim to help.
This time assignment is about "Redesigning the on-street parking experience".
There was an addition to this time exercise in which we were require to share out Similar Situation that was happening in other countries.
So as usual, we stormed out of the studio to SS2 food court again to fish on aunties who drive. I would truly laud the coaches who are very flexible, capable and bold to use a very unique approach to teach us skills. They are the epitome of influence and proactivity when they demonstrated to us on how an interview should/can be carried out. It made us felt much more confident to do it by our own.
~ Try not to stand while your interviewees are sitting. It might make them feel that you are too empowering.
~ Introduce oneself concisely.
~ Awkward silence.
~ 20/80 rule.
~ Open ended questions. Why? Why? Why???
~ Dig deeper! - ask about experience, one's background, interest, etc.
~ Have a note taker with you.
Besides, great observation skills and methods which was conducted by Mahadzhir, was also a great move. We were all standing under the shade, and as we observed a Malay mum, hand clutched on her toddler, walking at first nonchalantly towards her car, but turned anxious and pressured by us all who were staring at her, he broke it down clearly to us on what was insight all about.
~ By putting in the pictures of her kid and a few education centres a stone's throw away from us, we could infer that, the Malay lady might have just picked up her kid from the centres.
Well, again, I am using my strength to maximize the team's potential in extracting valuable information. Some pretty interesting insights I obtained and I was glad to were::
# Roxanne
~ 30 - 35 years old
~ not entitled to drive though due to disability (which you would not able to judge by her physical) - celebral palsy - which affect her left eye
~ uses public transport practically every where she goes
~ rated 1 (worse) from 5 (best) for public transport service due to much of unnecessary routes before reaching the targeted destination
(insights)
= finds public transport troublesome yet still have to bear with it due to restricted choice of transportation mode, physical disability and also the cheap fare privileged to OKU;
= hasty in order to get things accomplished;
= could not bear spending too much unnecessary time maybe because celebral palsy does not allow her to do so - might engage with some health risk if over-worked.
# Two middle-aged ladies who asked me to come back after finishing her meal
~ no problem in finding parking as long as she comes at non-peak hours;
~ making another round to look for carpark would certainly bear fruits;
~ could not be bothered to pay for the parking
(insights)
= managed to evade penalties for her ignorance on parking fee
= the ladies weren't speaking much, probably she was in a hurry or no interest on us;
= but again, I reflected on myself first whether have I done enough "awkward silent" and "asking open-ended questons".
# 68 years old senior citizen with her two old friends
~ had been driving since 19 years old
~ rated average for her parking experience in SS2
~ no robberies so far; safe
~ will come during non-peak hours
~ for groceries and bank purposes
~ prefer walking to the market since she stays nearby
~ practice carpooling with church friends
~ commented that finding parking space in PJ is way easier than KL; would not choose to drive there because parking is too limited and expensive
~ bad parking experience: encounter with lots of impatient drivers - driver was impatient that he just barged into the parking space beside her while she was reversing her car - should have waited for her to get off the parking spot then in a way, the driver will also could have two choices of parking space
~ a comparison on the driving habits of past and present generation: in the past, drivers were less rude and impatient
~ nowadays, usually young drivers are impatient and also van/lorry drivers
~ sometimes, she would just tolerate with their impatience
~ express lots of frustration and aggravation as she spoke on those impatient drivers
(insights)
= she is a wary, alert, confident and responsible driver;
= turns defensive/aggressive in finding for parking because other seem to have over-pushed her to do so;
= will plan her journey;
= environmentally aware (carpool);
= enjoys and does not mind driving her friends - love to mingle with her friends;
= a very patient person.
So that were that. After having lunch in Sri Murni (Mee Raja nice!), we had some briefing by Mike again. So this time around, he taught us more crystal clear on EMPATHY. Basically, it is the slot to unpack all the data/empathy that we had collected. So there are actually 7 ways with one as the core of it.
*Empathy Framework Map*
Ahh....now I get a clearer picture on how to use this map. Basically, "say" and "do" are by the respondent whereas "think" and "feel" are what we interpret. And as we unpack, members would have to listen closely, to maybe categorize some of the points into the T, C and S buckets. Also, they can opt to interject the speaker as in to ask why etc.
This is a framework that I like. By placing three main keys into the Venn Diagram, try to further analyze it by looking for the similarities and merge it together! That would help you focus better.
This framework is a little bit tougher due to the parameters that we ought to judge. But it would be a good methodology to weight the intensity of a matter.
Journey map is a little bit more common way but an addition to that would be the insights for each of the points in the journey map.
Stakeholder relationship map is a more relational way to get things connected to each other. It is a discussion on how other people affects the subject.
Hierarchical map is applicable only for certain situation as it involves status difference.
I like this slide because it clearly depicts the message on insight. It is truly a leap from the collected data to the synthesis process.
Mike skillfully told us a story on insight with his animated gestures, wild facial expression and concise and varying intonation. What a great storyteller!
- story on how he fooled his kid - believing on "snip": a type of bird with long beak - first, chatting with friends about snip - overheard by kids - got excited - "I know giraffe, elephant, dog, etc but not a snip - curious - dad, whats a snip? - haha! gotcha - Mike and his friend - wanna see a snip? - take you out to the wood - said that it would only come out only in a very quiet and serene condition - so all of you kids - go out there quietly - wait - if come out - because snip moves very fast - you need to roar on them - coz snip will freeze when someone roar at them - then you can see clearly - kids believe - scampered and scattered around - but "how long would they believing in it?" 30/40 mins? - kids wait and wait - nothing come out - while Mike and pal - enjoy hot chocolate - kids start wondering with the pictures available: never heard of snip, Dad got extra excited talking about it, have waited for 30 mins.... think think and think - and when put all together - " ahh we have been fooled, the adults are probably enjoying and finishing all hot chocolates! " - now thats what insights are.
For our team, we have difficulties in getting our POV done. But then I realise, fail early and often. So, I felt better. Afterall, I am thankful to have lots of coaches that have come to our assistance in getting the POV right. Michelle has been extremely helpful, witty and fast thinking I realized. But I also begin to be more mindful on my own personal weakness: tend to slur/unable to convey a message in simple words.
But anyhow we made it!