Insights Jon Kolko Professor Austin Center for Design

Insights Jon Kolko Professor, Austin Center for Design

Research Transcription Utterances Ethnography Patterns & Anomalies Interpretation Insights Synthesis The goals: 1. To make sense of data 2. To understand intent 3. To move towards insights 2 | 12/7/2020 Ideas Stories Prototyping Designs

I saw this + I know this = Insight 3 | 12/7/2020

I saw this + I know this = Insight Data gathered through ethnography, contextual inquiry, questionnaires, and interviews 4 | 12/7/2020

I saw this + I know this = Insight Guided by ethics & morals, intellectual prowess, and the accumulation of world view and breadth of experience 5 | 12/7/2020

I saw this + I know this = Insight A provocative statement of truth about human behavior (that may be wrong, but is stated as fact) 6 | 12/7/2020

I saw this + I know this = Insight 7 | 12/7/2020

I saw this + I know this = Insight Start with your affinity diagram. 8 | 12/7/2020

MD 03 It's sad that social life is all about technology. I like MD 01 to try and communicate without it - so I don't end up like those people who cant communicate in I'm addicted to technology. I'm on it 24/7. I try person. I guess I learned a lot of that from my not to She’s be on it worried during socialabout situations, withtechnology like how mom because she points that out to me. family, because I think it's rude. I know that is diminishing her human to human teenagers have that stereotype of being so addicted, and I am, butrelationships. I don't like to be the typical on facebook on the time, not being able to communicate in person. MD 05 When I was first looking up what I wanted to do [before switching to business] I was searching careers in business. I searched administrative I'll get an internship assistant somewhere and stuffafter - my picking mom talked my about that major. She That seems happens she saidsometime there isfollowing so next many year. job a for“script” this. I wanted to to be MD 44 see what other jobs were out there; how much of and lifehow events. MD 08 they make in demand they are. If I don’t get good grades, I’m not sure how I would get a good job. Here, look at my transcript, see I think getting an A or a B - keeping on the d that B-? It’s terrible. . list - having above a 3. something - I have a right now and If I fail this class [calc] it will a nothing. It will make my GPA plummet. I'm working so hard and I’m not getting good r It makes me feel not good about myself. MD 07 g for all of my school. I don't Her parents have shielded her from or anything. I applied for ut I didn't get any of those. responsibilities. I financial exas state general application MD 09 that either. I feel guilty mes. I do my homework in the student learning center mes sends me a bill like this, but at the library. I also go to my prof office hours and n it, I just send it to my parents… stuff. I tell them I'm working hard, but sometimes MD 35 it doesn't click for me This is my assignment pad, I use it for keeping track of homework. Like, this is what I have to do for tomorrow (shows) but I haven’t started any of it She’s yet. aware of good study practices, but doesn’t follow them. MD 47 what I'm passionate about. I haven't discovered It's disappointing. I've discovered the things tha Yea, it’s hard, because so m passionate about, I guessthere’s that is good I'm a teenager, but I can. I'm benot an adult if I need to. so you. I mean, like, it’s just pressure a Next semester I'm taking my first marketing Teenagers don't get listened to that often - they everyone else seems like they have course, so I hope that ends up well. only care about their social life and what not, but I know when to put social life away. [an adult] means knowing when to disengage from the social stuff like drama, it's not going to consume my whole day. MD 02 9 | 12/7/2020 She. MD 06 feels overwhelmed with pressure to succeed.

WHY? I saw this + I know this = Insight WHY? Ask Why? Ask “why? ” about the affinity groupings and your observations. 10 | 12/7/2020

MD 03 It's sad that social life is all about technology. I like MD 01 to try and communicate without She’s worried about how technology is it - so I don't end up like those people who cant communicate in to Ihuman I'm addicteddiminishing to technology. her I'mhuman on it 24/7. try person. I guess I learned a lot of that from my not to be on it during social situations, with like relationships. mom because she points that out to me. family, because I think it's rude. I know that teenagers have that stereotype of being so Why shelike feel technology addicted, and I am, does but I don't to be the typical on facebook onminimizes the time, not being able to actual human communicate in person. relationships? Her parents have shielded her from financial responsibilities. MD 05 When I was first looking up what I wanted to do [before switching to business] I was searching careers I searched administrative She seems to in bebusiness. following a “script” of life I'll get an internship assistant somewhere andevents. stuffafter - my picking mom talked my about that major. That happens she saidsometime there is so next many year. job for this. I wanted to MD 44 see what other jobs were out there; how much Whythey does she like herthey lifeare. is MD 08 make andfeel how in demand If I don’t get good grades, I’m not sure how I would scripted? get a good job. Here, look at my transcript, see I think getting an A or a B - keeping on the d that B-? It’s terrible. . list - having above a 3. something - I have a right now and If I fail this class [calc] it will a nothing. It will make my GPA plummet. I'm working so hard and I’m not getting good r It makes me feel not good about myself. g for all of my school. I don't or anything. I applied for Why parents felt it ut I didn't get any ofhave those. her I exas state general application important to minimize her financial MD 09 that either. I feel guilty responsibility while in school? mes. I do my homework in the student learning center mes sends me a bill like this, but at the library. I also go to my prof office hours and n it, I just send it to my parents… stuff. I tell them I'm working hard, but sometimes MD 35 it doesn't click for me Thisaware is my assignment pad, I use it for keeping She’s of good study practices, but track of homework. Like, follow this is what I have to do for doesn’t them. tomorrow (shows) but I haven’t started any of it yet. Why doesn’t she follow through on what she knows to be effective studying habits? 11 | 12/7/2020 MD 07 She feels overwhelmed with pressure to succeed. MD 06 Why does she feel so much MD 47 what I haven't discovered I'm passionate MD 02 pressure to succeed, rather than about. It's disappointing. I've discovered the things tha live the Yea, it’s hard, because so m passionate about, I guessthere’s that is good I'm a teenager, but I can. I'm benot anin adult if Imoment? need to. so mean, like, first it’s marketing just pressure a Next semester I'm. I taking Teenagers don't get listened to that you. often - they my everyone else seems like they have course, so I hope that ends up well. only care about their social life and what not, but I know when to put social life away. [an adult] means knowing when to disengage from the social stuff like drama, it's not going to consume my whole day.

WHY? I saw this + I know this = Insight Draw insights by answering the questions. Format the insight as a provocative statement of truth. 12 | 12/7/2020

MD 03 It's sad that social life is all about technology. I like MD 01 to try and communicate without She’s worried about how technology is it - so I don't end up like those people who cant communicate in her to Ihuman Technology lacks rich I'm addicteddiminishing to technology. I'mhuman on it 24/7. try person. I guess I learned a lot of that from my not to be on it during social situations, nuance. with like relationships. emotional mom because she points that out to me. family, because I think it's rude. I know that teenagers have that stereotype of being so Why shelike feel technology addicted, and I am, does but I don't to be the typical on facebook onminimizes the time, not being able to actual human communicate in person. relationships? Financial responsibility is Her parents have her from seen as shielded “real”, while financial responsibilities. is seen as g for all of my school. education I don't or anything. I applied for “ideal”. Why parents felt it ut I didn't get any ofhave those. her I exas state general application important to minimize her financial MD 09 that either. I feel guilty responsibility while in school? mes sends me a bill like this, but n it, I just send it to my parents… MD 05 When I was first looking up what I wanted to do [before switchingare to business] Children told an. I was searching careers in business. I searched administrative She seems to be following a “script” of life idealized narrative of I'll get an internship assistant somewhere andevents. stuffafter - my picking mom talked my about that coming-of-age by society. major. That happens she saidsometime there is so next many year. job for this. I wanted to MD 44 see what other jobs were out there; how much Whythey does she like herthey lifeare. is MD 08 make andfeel how in demand If I don’t get good grades, I’m not sure how I would scripted? get a good job. Here, look at my transcript, see I think getting an A or a B - keeping on the d that B-? It’s terrible. . list - having above a 3. something - I have a right now and If I fail this class [calc] it will a nothing. It will make my GPA plummet. I'm working so hard and I’m not getting good r It makes me feel not good about myself. I do my homework in the student learning center obvious shortat the library. There’s I also go tono my prof office hours and stuff. I tell them I'm working hard, but sometimes MD 35 term incentive to follow it doesn't click for me arduous long-term best Thisaware is my assignment pad, I use it for keeping She’s of good study practices, but track of homework. Like, follow this is what I have to do for practices. doesn’t them. tomorrow (shows) but I haven’t started any of it yet. Why doesn’t she follow through on what she knows to be effective studying habits? 13 | 12/7/2020 MD 07 Higher education has an enormous hidden cost: to She feels overwhelmed with pressure succeed. guilt. MD 06 Why does she feel so much MD 47 what I haven't discovered I'm passionate MD 02 pressure to succeed, rather than about. It's disappointing. I've discovered the things tha live the Yea, it’s hard, because so m passionate about, I guessthere’s that is good I'm a teenager, but I can. I'm benot anin adult if Imoment? need to. so mean, like, first it’s marketing just pressure a Next semester I'm. I taking Teenagers don't get listened to that you. often - they my everyone else seems like they have course, so I hope that ends up well. only care about their social life and what not, but I know when to put social life away. [an adult] means knowing when to disengage from the social stuff like drama, it's not going to consume my whole day.

Children are told an idealized narrative of coming-of-age by society. Technology lacks rich emotional nuance. Financial responsibility is seen as “real”, while education is seen as “ideal”. These are insights – provocative statements of truth about human behavior, that may be wrong. There’s no obvious shortterm incentive to follow arduous long-term best practices. 14 | 12/7/2020 Higher education has an enormous hidden cost: guilt.

Children are told an idealized narrative of coming-of-age by society. Technology lacks rich emotional nuance. Financial responsibility is seen as “real”, while education is seen as “ideal”. These insights are valuable – this is abductive reasoning! There’s no obvious shortterm incentive to follow arduous long-term best practices. 15 | 12/7/2020 Higher education has an enormous hidden cost: guilt.

Insights A provocative statement of truth about human behavior (that may be wrong, but is stated as fact) Technology lacks rich emotional nuance. Financial responsibility is seen as “real”, while education is seen as “ideal”. Children are told an idealized narrative of coming-of-age by society. There’s no obvious short-term incentive to follow arduous long-term best practices. Higher education has an enormous hidden cost: guilt. Insights are “magical bridge statements” because they lead to design constraints. 16 | 12/7/2020

Magical Bridge Statements Factual Research Data MD 01 MD 04 I'm addicted to technology. I'm on it 24/7. I try not to be on it during social situations, with like family, because I think it's rude. I know that teenagers have that stereotype of being so addicted, and I am, but I don't like to be the typical on facebook on the time, not being able to communicate in person. MD 02 My parents are paying for all of my school. I don't have any financial aid or anything. I applied for some scholarships, but I didn't get any of those. I also applied for the Texas state general application but I didn't get any of that either. I feel guilty about that a lot of times. MD 05 I'm a teenager, but I can be an adult if I need to. Teenagers don't get listened to that often - they only care about their social life and what not, but I know when to put social life away. [an adult] means knowing when to disengage from the social stuff like drama, it's not going to consume my MD 03 whole day. It's sad that social life is all about technology. I like to try and communicate without it - so I don't end up like those people who cant communicate in person. I guess I learned a lot of that from my mom because she points that out to me. When I was first looking up what I wanted to do [before switching to business] I was searching careers in business. I searched administrative assistant and stuff - my mom talked about that - she said there is so many job for this. I wanted to see what other jobs were out there; how much MD 06 they make and how in demand they are. I haven't discovered what I'm passionate about. It's disappointing. I've discovered the things that I'm not passionate about, so I guess that is good. Next semester I'm taking my first marketing course, so I hope that ends up well. MD 02 MD 05 I'm a teenager, but I can be an adult if I need to. Teenagers don't get listened to that often - they only care about their social life and what not, but I know when to put social life away. [an adult] means knowing when to disengage from the social stuff like drama, it's not going to consume my whole day. When I was first looking up what I wanted to do [before switching to business] I was searching careers in business. I searched administrative assistant and stuff - my mom talked about that - she said there is so many job for this. I wanted to see what other jobs were out there; how much they make and how in demand they are. 17 | 12/7/2020 Interpretation of Research Data Insight Statement Design Implication

Magical Bridge Statements Factual Research Data MD 01 MD 04 I'm addicted to technology. I'm on it 24/7. I try not to be on it during social situations, with like family, because I think it's rude. I know that teenagers have that stereotype of being so addicted, and I am, but I don't like to be the typical on facebook on the time, not being able to communicate in person. MD 02 My parents are paying for all of my school. I don't have any financial aid or anything. I applied for some scholarships, but I didn't get any of those. I also applied for the Texas state general application but I didn't get any of that either. I feel guilty about that a lot of times. MD 05 I'm a teenager, but I can be an adult if I need to. Teenagers don't get listened to that often - they only care about their social life and what not, but I know when to put social life away. [an adult] means knowing when to disengage from the social stuff like drama, it's not going to consume my MD 03 whole day. It's sad that social life is all about technology. I like to try and communicate without it - so I don't end up like those people who cant communicate in person. I guess I learned a lot of that from my mom because she points that out to me. When I was first looking up what I wanted to do [before switching to business] I was searching careers in business. I searched administrative assistant and stuff - my mom talked about that - she said there is so many job for this. I wanted to see what other jobs were out there; how much MD 06 they make and how in demand they are. I haven't discovered what I'm passionate about. It's disappointing. I've discovered the things that I'm not passionate about, so I guess that is good. Next semester I'm taking my first marketing course, so I hope that ends up well. MD 02 MD 05 I'm a teenager, but I can be an adult if I need to. Teenagers don't get listened to that often - they only care about their social life and what not, but I know when to put social life away. [an adult] means knowing when to disengage from the social stuff like drama, it's not going to consume my whole day. When I was first looking up what I wanted to do [before switching to business] I was searching careers in business. I searched administrative assistant and stuff - my mom talked about that - she said there is so many job for this. I wanted to see what other jobs were out there; how much they make and how in demand they are. 18 | 12/7/2020 Interpretation of Research Data She seems to be following a “script” of life events. She’s aware of good study practices, but doesn’t follow them. Insight Statement Design Implication

Magical Bridge Statements Factual Research Data MD 01 MD 04 I'm addicted to technology. I'm on it 24/7. I try not to be on it during social situations, with like family, because I think it's rude. I know that teenagers have that stereotype of being so addicted, and I am, but I don't like to be the typical on facebook on the time, not being able to communicate in person. MD 02 My parents are paying for all of my school. I don't have any financial aid or anything. I applied for some scholarships, but I didn't get any of those. I also applied for the Texas state general application but I didn't get any of that either. I feel guilty about that a lot of times. MD 05 I'm a teenager, but I can be an adult if I need to. Teenagers don't get listened to that often - they only care about their social life and what not, but I know when to put social life away. [an adult] means knowing when to disengage from the social stuff like drama, it's not going to consume my MD 03 whole day. It's sad that social life is all about technology. I like to try and communicate without it - so I don't end up like those people who cant communicate in person. I guess I learned a lot of that from my mom because she points that out to me. When I was first looking up what I wanted to do [before switching to business] I was searching careers in business. I searched administrative assistant and stuff - my mom talked about that - she said there is so many job for this. I wanted to see what other jobs were out there; how much MD 06 they make and how in demand they are. I haven't discovered what I'm passionate about. It's disappointing. I've discovered the things that I'm not passionate about, so I guess that is good. Next semester I'm taking my first marketing course, so I hope that ends up well. MD 02 MD 05 I'm a teenager, but I can be an adult if I need to. Teenagers don't get listened to that often - they only care about their social life and what not, but I know when to put social life away. [an adult] means knowing when to disengage from the social stuff like drama, it's not going to consume my whole day. When I was first looking up what I wanted to do [before switching to business] I was searching careers in business. I searched administrative assistant and stuff - my mom talked about that - she said there is so many job for this. I wanted to see what other jobs were out there; how much they make and how in demand they are. 19 | 12/7/2020 Interpretation of Research Data Insight Statement She seems to be following a “script” of life events. Children are told an idealized narrative of coming-of-age by society. She’s aware of good study practices, but doesn’t follow them. There’s no obvious shortterm incentive to follow arduous long-term best practices. Design Implication

Magical Bridge Statements Factual Research Data MD 01 MD 04 I'm addicted to technology. I'm on it 24/7. I try not to be on it during social situations, with like family, because I think it's rude. I know that teenagers have that stereotype of being so addicted, and I am, but I don't like to be the typical on facebook on the time, not being able to communicate in person. MD 02 My parents are paying for all of my school. I don't have any financial aid or anything. I applied for some scholarships, but I didn't get any of those. I also applied for the Texas state general application but I didn't get any of that either. I feel guilty about that a lot of times. MD 05 I'm a teenager, but I can be an adult if I need to. Teenagers don't get listened to that often - they only care about their social life and what not, but I know when to put social life away. [an adult] means knowing when to disengage from the social stuff like drama, it's not going to consume my MD 03 whole day. It's sad that social life is all about technology. I like to try and communicate without it - so I don't end up like those people who cant communicate in person. I guess I learned a lot of that from my mom because she points that out to me. When I was first looking up what I wanted to do [before switching to business] I was searching careers in business. I searched administrative assistant and stuff - my mom talked about that - she said there is so many job for this. I wanted to see what other jobs were out there; how much MD 06 they make and how in demand they are. I haven't discovered what I'm passionate about. It's disappointing. I've discovered the things that I'm not passionate about, so I guess that is good. Next semester I'm taking my first marketing course, so I hope that ends up well. MD 02 MD 05 I'm a teenager, but I can be an adult if I need to. Teenagers don't get listened to that often - they only care about their social life and what not, but I know when to put social life away. [an adult] means knowing when to disengage from the social stuff like drama, it's not going to consume my whole day. When I was first looking up what I wanted to do [before switching to business] I was searching careers in business. I searched administrative assistant and stuff - my mom talked about that - she said there is so many job for this. I wanted to see what other jobs were out there; how much they make and how in demand they are. 20 | 12/7/2020 Interpretation of Research Data Insight Statement Design Implication She seems to be following a “script” of life events. Children are told an idealized narrative of coming-of-age by society. She’s aware of good study practices, but doesn’t follow them. There’s no obvious shortterm incentive to follow arduous long-term best practices. The design should help her “try on” nonidealized paths (such as dropping out of school), and allow her to see how an action taken today can unlock (or artificially constrain) a path tomorrow.

Magical Bridge Statements Factual Research Data MD 01 MD 04 I'm addicted to technology. I'm on it 24/7. I try not to be on it during social situations, with like family, because I think it's rude. I know that teenagers have that stereotype of being so addicted, and I am, but I don't like to be the typical on facebook on the time, not being able to communicate in person. MD 02 My parents are paying for all of my school. I don't have any financial aid or anything. I applied for some scholarships, but I didn't get any of those. I also applied for the Texas state general application but I didn't get any of that either. I feel guilty about that a lot of times. MD 05 I'm a teenager, but I can be an adult if I need to. Teenagers don't get listened to that often - they only care about their social life and what not, but I know when to put social life away. [an adult] means knowing when to disengage from the social stuff like drama, it's not going to consume my MD 03 whole day. It's sad that social life is all about technology. I like to try and communicate without it - so I don't end up like those people who cant communicate in person. I guess I learned a lot of that from my mom because she points that out to me. When I was first looking up what I wanted to do [before switching to business] I was searching careers in business. I searched administrative assistant and stuff - my mom talked about that - she said there is so many job for this. I wanted to see what other jobs were out there; how much MD 06 they make and how in demand they are. I haven't discovered what I'm passionate about. It's disappointing. I've discovered the things that I'm not passionate about, so I guess that is good. Next semester I'm taking my first marketing course, so I hope that ends up well. MD 02 MD 05 I'm a teenager, but I can be an adult if I need to. Teenagers don't get listened to that often - they only care about their social life and what not, but I know when to put social life away. [an adult] means knowing when to disengage from the social stuff like drama, it's not going to consume my whole day. When I was first looking up what I wanted to do [before switching to business] I was searching careers in business. I searched administrative assistant and stuff - my mom talked about that - she said there is so many job for this. I wanted to see what other jobs were out there; how much they make and how in demand they are. Fact 21 | 12/7/2020 Interpretation of Research Data Insight Statement Design Implication She seems to be following a “script” of life events. Children are told an idealized narrative of coming-of-age by society. She’s aware of good study practices, but doesn’t follow them. There’s no obvious shortterm incentive to follow arduous long-term best practices. The design should help her “try on” nonidealized paths (such as dropping out of school), and allow her to see how an action taken today can unlock (or artificially constrain) a path tomorrow. Interpretation

Magical Bridge Statements Factual Research Data MD 01 MD 04 I'm addicted to technology. I'm on it 24/7. I try not to be on it during social situations, with like family, because I think it's rude. I know that teenagers have that stereotype of being so addicted, and I am, but I don't like to be the typical on facebook on the time, not being able to communicate in person. MD 02 My parents are paying for all of my school. I don't have any financial aid or anything. I applied for some scholarships, but I didn't get any of those. I also applied for the Texas state general application but I didn't get any of that either. I feel guilty about that a lot of times. MD 05 I'm a teenager, but I can be an adult if I need to. Teenagers don't get listened to that often - they only care about their social life and what not, but I know when to put social life away. [an adult] means knowing when to disengage from the social stuff like drama, it's not going to consume my MD 03 whole day. It's sad that social life is all about technology. I like to try and communicate without it - so I don't end up like those people who cant communicate in person. I guess I learned a lot of that from my mom because she points that out to me. When I was first looking up what I wanted to do [before switching to business] I was searching careers in business. I searched administrative assistant and stuff - my mom talked about that - she said there is so many job for this. I wanted to see what other jobs were out there; how much MD 06 they make and how in demand they are. I haven't discovered what I'm passionate about. It's disappointing. I've discovered the things that I'm not passionate about, so I guess that is good. Next semester I'm taking my first marketing course, so I hope that ends up well. MD 02 MD 05 I'm a teenager, but I can be an adult if I need to. Teenagers don't get listened to that often - they only care about their social life and what not, but I know when to put social life away. [an adult] means knowing when to disengage from the social stuff like drama, it's not going to consume my whole day. When I was first looking up what I wanted to do [before switching to business] I was searching careers in business. I searched administrative assistant and stuff - my mom talked about that - she said there is so many job for this. I wanted to see what other jobs were out there; how much they make and how in demand they are. Safe 22 | 12/7/2020 Interpretation of Research Data Insight Statement Design Implication She seems to be following a “script” of life events. Children are told an idealized narrative of coming-of-age by society. She’s aware of good study practices, but doesn’t follow them. There’s no obvious shortterm incentive to follow arduous long-term best practices. The design should help her “try on” nonidealized paths (such as dropping out of school), and allow her to see how an action taken today can unlock (or artificially constrain) a path tomorrow. Risky

Magical Bridge Statements Factual Research Data MD 01 MD 04 I'm addicted to technology. I'm on it 24/7. I try not to be on it during social situations, with like family, because I think it's rude. I know that teenagers have that stereotype of being so addicted, and I am, but I don't like to be the typical on facebook on the time, not being able to communicate in person. MD 02 My parents are paying for all of my school. I don't have any financial aid or anything. I applied for some scholarships, but I didn't get any of those. I also applied for the Texas state general application but I didn't get any of that either. I feel guilty about that a lot of times. MD 05 I'm a teenager, but I can be an adult if I need to. Teenagers don't get listened to that often - they only care about their social life and what not, but I know when to put social life away. [an adult] means knowing when to disengage from the social stuff like drama, it's not going to consume my MD 03 whole day. It's sad that social life is all about technology. I like to try and communicate without it - so I don't end up like those people who cant communicate in person. I guess I learned a lot of that from my mom because she points that out to me. When I was first looking up what I wanted to do [before switching to business] I was searching careers in business. I searched administrative assistant and stuff - my mom talked about that - she said there is so many job for this. I wanted to see what other jobs were out there; how much MD 06 they make and how in demand they are. I haven't discovered what I'm passionate about. It's disappointing. I've discovered the things that I'm not passionate about, so I guess that is good. Next semester I'm taking my first marketing course, so I hope that ends up well. MD 02 MD 05 I'm a teenager, but I can be an adult if I need to. Teenagers don't get listened to that often - they only care about their social life and what not, but I know when to put social life away. [an adult] means knowing when to disengage from the social stuff like drama, it's not going to consume my whole day. When I was first looking up what I wanted to do [before switching to business] I was searching careers in business. I searched administrative assistant and stuff - my mom talked about that - she said there is so many job for this. I wanted to see what other jobs were out there; how much they make and how in demand they are. Inactive (useless) 23 | 12/7/2020 Interpretation of Research Data Insight Statement Design Implication She seems to be following a “script” of life events. Children are told an idealized narrative of coming-of-age by society. She’s aware of good study practices, but doesn’t follow them. There’s no obvious shortterm incentive to follow arduous long-term best practices. The design should help her “try on” nonidealized paths (such as dropping out of school), and allow her to see how an action taken today can unlock (or artificially constrain) a path tomorrow. Active (actionable)

Jon Kolko Director, Austin Center for Design jkolko@ac 4 d. com Download our free book, Wicked Problems: Problems Worth Solving, at http: //www. wickedproblems. com 24 | 12/7/2020