Plans

Two frequent comments at workshops: “We can’t tell you what we need unless we see some plans” - “We don’t believe you’ll listen to what we say because you’ve already drawn up the plans.” Spot the fatal flaw in reconciling this philosophical impasse.

George Orwell, in his novel 1984, talks about ‘doublethink’ – the ability to believe in two contradictory ideas at the same time. It may be a sophisticated trait but it’s an unhelpful one if you believe in making things better.

So, do we share drawings? Of course we do. But, the longer we empower the user by talking in their language, then the more likely it will be that we will have meaningful conversations which build trust and empathy. It’s never about the medium – aways about the message. But it helps if you’re understood. So, resist the urge to demonstrate graphic prowess, and keep listening.