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- 00:07Hi! I am here with David Schrade today. David was part of the design
- 00:11team that dealt with the challenge of security at
- 00:15airports. So, today we have a chance to hear about their team's
- 00:19design journey first hand. And first of all I would like to
- 00:23know: How did it feel for you as a team when you came back from
- 00:26the research phase with all this data to synthesize?
- 00:30I think airports are really interesting ecosystems, so you dive
- 00:33into a world you don't know. Well, you know it as a passenger,
- 00:37but it's really complex. So we learned a lot of
- 00:40different (things) in a lot of different
- 00:44fields and topics and we collected a lot of data because you just
- 00:47have different perspectives
- 00:49on how an airport could work. So the challenge was
- 00:53how to improve the security control for passengers, but also
- 00:57for the security personnel. So we had those different perspectives
- 01:01we had to take into account. This
- 01:05was a challenge. So we came back and we had
- 01:09this data we had to somehow cluster and make sense of.
- 01:13And those learnings were pretty complex so
- 01:18we then "knew what we don't know."
- 01:21And we continued asking further questions or doing immersion,
- 01:26so we took the position as a security
- 01:30personnel person and asked passengers, for example, "What do you
- 01:34have in your backs, do you have electronics, liquids, can you please
- 01:37put them in the bin", and so on. And then you really
- 01:40learn what passengers do or say when
- 01:45you're working there. - Interesting, so you also took
- 01:48again a step back and went into research for
- 01:52some parts in synthesis? - Yes. I think research is part
- 01:55of the whole process. At the beginning you
- 01:58want to learn about what kind of topics are very relevant,
- 02:02so what kind of directions you could go into
- 02:05for solutions, and then you have to validate in a kind of way.
- 02:09So the ideas you come up with need to be tested
- 02:13and this is a continuous learning journey, I would say.
- 02:16All right. So, after you synthesized and clustered all this data
- 02:20and drew some learning: Can you share with us
- 02:24what where some golden nuggets and interpretations you identified
- 02:27and which direction did you take from there?
- 02:29Well, we heard different stories, right, and
- 02:34some stuck in our heads. For example there was this one person
- 02:39who said: "Well, they look like working for a fast
- 02:43food chain." So, and on the other side
- 02:46you heard different things of topics where you
- 02:51could sense: Okay, it's also about recognition for the security
- 02:55personnel. And, yeah, quotes like this stuck in our
- 02:59heads and with these learnings or
- 03:02interpretations we continued working on.
- 03:05So basically we had then four fields which were
- 03:09"recognition", as already said, the other one was "transparency",
- 03:13then it was about "usability" and "participation". Because,
- 03:18during the whole process, it was also very relevant because
- 03:21you had so many different stakeholders, to involve them in the
- 03:25process. - Right, so coming to these four topics:
- 03:30What kind of ideas did you develop in brainstorming? Can you
- 03:33share some of these? - So, we had
- 03:37different ideas, for example, a showcase box where passengers could
- 03:41actually learn more about the work as a security
- 03:44personnel. Others were, like, a more intuitive
- 03:49way of how you are led through that security process.
- 03:52So, like a traffic light system where you could see if
- 03:58it reduces the interaction part between passengers and the
- 04:02security personnel. Because every time you have to say: "Please
- 04:05come into the scanner, and now please
- 04:10stand, now hold up your hands, now please come out."
- 04:13It's a lot of interaction you're having when you work there for
- 04:16eight hours a day, right? So how to reduce that,
- 04:20that you reduce conflicts between passengers and personnel.
- 04:24Hm, interesting! So after this design thinking project
- 04:27or with this design thinking project, how did you as a team continue?
- 04:31I think the way we approach that
- 04:36challenge was very valuable for our
- 04:40project partners. So we were those students who
- 04:44are not part of one of the stakeholder groups.
- 04:48So we were neutral. We weren't those experts who
- 04:52judge. So we were just interested explorers, I would say,
- 04:57who wanted to make the situation better.
- 04:59And I think the approach was really valuable,
- 05:03also because we included everyone in our development process
- 05:07of the ideas. And this is why I think our project
- 05:11partners wanted to continue working with us.
- 05:14And, yeah, we were pushed into a very interesting
- 05:18challenge after graduation because
- 05:21we were able to work on a
- 05:25piloting project, so a new security control was developed which
- 05:29wasn't existing worldwide yet and we were able
- 05:33to train the personnel in a way where we
- 05:37collaborated with our project partners and involved
- 05:40everyone in how to design the training concept, which
- 05:43was pretty interesting and a good learning journey for us.
- 05:46Amazing! And are you still involved with this topic nowadays?
- 05:50Absolutely. I think we've found kind of
- 05:53a passion, which is: How do
- 05:57people work in the future and interact with technology
- 06:00and how you transform companies
- 06:03in a way that everyone is involved, and
- 06:06rethink the way you structure and organize yourself in an
- 06:09organization. And this is where we still continue
- 06:13working on. It's also an ongoing
- 06:16learning journey for us. - Great! Well, thank you so
- 06:20much for taking the time and sharing your design thinking journey
- 06:23with us today. - Thank you very much!
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