The complexity of problems we face has grown exponentially. In a recent episode of Tech Leaders Unplugged, Marcus Kirsch, founder of The Wicked Company, elaborates on the nature of these "wicked problems" and how organizations can better navigate them. With a background in design thinking and innovation, Marcus offers unique insights into the systemic and iterative approaches required to tackle these ever-evolving challenges.
What Are Wicked Problems?
Wicked problems are characterized by their complexity, uncertainty, and shape-shifting nature. Unlike "tame" problems, which have straightforward solutions, wicked problems involve numerous interdependent factors that change as solutions are implemented. Marcus explains, "A wicked problem keeps evolving. Even if you put a solution against the problem, it will adapt to it."
The Human Element:
One of the core aspects that make problems wicked is their human component. Marcus provides a striking comparison: building a bridge is a straightforward engineering task, but addressing urban crime or social media behavior involves unpredictable human reactions and adaptations. This dynamic nature requires an iterative approach, constantly evolving in response to new information and changing circumstances.
The Role of Communication
Effective communication is crucial in tackling wicked problems. Marcus emphasizes the importance of starting a movement within organizations to shift mindsets. "50% of change transformation is communication," he quotes a respected CEO. Building a movement involves creating stories and narratives that resonate with teams, fostering a collective understanding and approach to complex issues.
Artifacts and Systems Thinking
In his work with organizations like the Natural History Museum in London, Marcus uses artifacts to map out interconnected systems. By visualizing how different teams and technologies interact, he helps organizations see the bigger picture. This systems thinking approach enhances communication and collaboration, enabling teams to tackle complex problems more effectively.
Legacy of the Industrial Age:
Many organizations are still structured around the principles of the Industrial Age, focusing on efficiency and linear problem-solving. However, Marcus argues that this approach is outdated in today's interconnected and complex world. He notes, "We're still structuring organizations as if we would live in industrial era problem space with tame and linear problems. But we are not, we are living in a very systemic, wicked world."
The Myth of Complexity
A common misconception is that addressing complex problems is too costly and time-consuming. Marcus challenges this myth, advocating for the adoption of iterative, human-centered approaches. By connecting more frequently with reality—whether through customer research or internal feedback—organizations can gather valuable insights and mitigate risks more effectively.
The Potential and Limits of AI
Artificial Intelligence (AI) holds promise in addressing some aspects of wicked problems by identifying patterns and generating insights. However, Marcus warns against viewing AI as a panacea. "AI will not ever create the value it can unless you connect it to the right things," he asserts. AI needs to be integrated thoughtfully within the human context it serves.
Human Context and Critical Thinking
While AI can handle certain tasks efficiently, the need for human oversight and context remains paramount. Marcus highlights the importance of having people who understand reality and can guide AI's application. He suggests, "I would put poets on this [prompt engineering]... because they know more about language and words and how to tweak and shape it and reality than some engineers."
Conclusion
Wicked problems are an inevitable part of our interconnected world. To navigate these challenges, organizations must embrace complexity and adopt iterative, human-centered approaches. Effective communication, systems thinking, and thoughtful integration of technologies like AI are key to creating sustainable solutions. As Marcus Kirsch aptly puts it, "Invest more in the beginning into getting closer to reality. It will pay out way better than the classic approach we have at the moment."
By understanding and addressing the dynamic nature of wicked problems, tech and software companies can drive meaningful change and innovation in today's dizzyingly complex technological scenario.
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