Visualizing Problems Through Toast: Lessons from a Simple Exercise
The video by Tom Wujec, Got a wicked problem? First, tell me how you make toast, explores a straightforward design exercise that unearths complex problem-solving skills. At first glance, drawing a process as familiar as making toast seems trivial, yet it lays bare profound insights into collaboration and cognitive modeling.
The exercise consists of three distinct parts, starting with the order of operations to make toast. Participants draw how to make toast using only illustrations, no words. Findings from countless illustrations reveal varying perspectives on the toast-making process. While many focus on the mechanical aspect of the toaster, others emphasize the transformation of bread into toast, and some even trace back through the entire supply chain. Each representation showcases different nodes (objects) and links (relationships), crucial for visualizing systems. This exercise emphasizes that our mental models can be expressed visually, allowing for richer discussions and problem-solving.
Quantitatively, the complexity of these drawings can be measured by counting nodes. Typically, drawings fall within four to eight nodes, offering a simple understanding. However, illustrations with over 13 nodes induce “map shock,” overwhelming participants. The most effective communication falls between five and 13 nodes. The ability to distill complexity into digestible parts illustrates our natural problem-solving instincts.
In the second part of the exercise, participants use sticky notes or cards to improve their systems model. The physical act of moving these nodes around encourages iterations; it fosters creativity and precision. This fluid iteration is critical for clarity. Systems theorists argue that the ease of changing a representation correlates directly with the inclination to enhance it. Data gathered indicates that models created with sticky notes yield a greater number of nodes compared to static drawings, creating richer diagrams.
The final phase involves group collaboration. Messiness is part of the process as different viewpoints collide, leading to an intricate web of ideas. Groups often produce diagrams with over 20 nodes. Notably, silence enhances productivity. Participants build on previous contributions which increases clarity and coherence in their models, presenting a stark contrast to conventional meetings where communication can stagnate progress.
Key takeaways from this process include the realization that drawing aids in understanding systems and their interrelations. Fluid, movable cards enrich the models produced compared to static ones, and group synthesis of ideas results in more comprehensive outcomes. This collaborative visual approach offers a robust framework applicable not just for toasting, but for addressing organizational challenges, customer experience mapping, and even long-term strategy planning.
A compelling case study comes from Rodale, a publishing company that faced significant financial losses. Their executive team engaged in extensive visualization of their processes over three days, ultimately identifying systems inefficiencies. This initiative helped reclaim $50 million in revenue and substantially improve customer ratings, moving from a D rating to an A rating. This success stemmed from alignment created among the team through collaborative visualization.
The overarching message is that the seemingly simple task of drawing toast can unlock clarity and unity among stakeholders, ultimately shifting how organizations tackle complex problems. To harness this potential, Wujec champions the practice of “working with movable nodes and links,” encouraging leaders to visualize their challenges and solutions collaboratively. On his site, drawtoast.com, various best practices and templates are available to facilitate these workshops.
Embracing visualization not only aids in articulating ideas but engages teams in meaningful conversations. The simplicity, enjoyment, and efficacy of this approach warrant celebration. Next time faced with a design challenge, consider visually breaking it down to enhance understanding and foster alignment.