nabil laoudji

poetry, prose, design thinking & entrepreneurship

NYC Service Jam 2015: Coach Notes

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I recently had the good fortune of being part of the organizing team for NYC Service Jam 2015, an event run as part of the annual Global Service Jam.

One of the best parts of the experience was serving as a coach, checking in with teams as they went through the process of framing, ideating, prototyping and presenting.

As I reflect on the experience, several moments emerge for when a little coaching seemed to be useful. From what I shared with teams, to what I’ve heard from other coaches, a few coach notes:

On developing a service solution
When developing a service idea our instinct is to start with one specific point in the user journey. One really exciting opportunity to address something that people dislike, or provide an experience that delights. That’s a great starting point, and there’s a lot of richness in what happens before and after this point in the user journey. Prior to the highlighted interaction, is there scope for priming the user for the experience? Post, are there touch-points where the user can reflect/re-engage/or build upon the experience in some way? Exploring and addressing these can help us develop a more complete, integrated solution.

On receiving feedback
One of the scariest moments in the service design process can be putting our initial/draft prototype in an end user’s hands. Are they going to get it? Misuse it? Drop it? Our instinct is to want to step in. To give the user a gentle guiding hand throughout the process. Or to provide context up front to ensure they don’t make mistakes in the first place. Beware the sneaky helper! Each of these actions comes with a risk. A risk that by stepping in we miss observing the user being confused, fumbling, or using our prototype in a novel and unexpected way. Exactly the kind of things we’d like to be aware of before launching our service into the world. So what to do? As much as possible, stay silent. Save the discussion for clarifying questions, e.g. “How would you describe this service? What did you find challenging? Interesting? What was going through your mind at so-and-so point?” Recording the session can be an added way to take some of the pressure off the user-feedback session, and create a richer team debrief.

On presenting out
Finally, when presenting out, showing (rather than telling) is a compelling way to showcase a service design, and a powerful way to quickly capture the audience’s attention. For example assign (or recruit) one team member to play the part of an end-user, another to narrate the scene, and a pair to help simulate the service in action. This is especially powerful when followed by a brief explanation that shows a clear thread between the research findings and the prototype presented. Key points: What was the initial point of inquiry? What did the primary research reveal? How did that translate into the design? What has yet to be resolved? What are some potential ways to build upon this service? Including direct quotes and media from the research + design process also helps bring this section to life.

Whether you’re preparing to participate in a service workshop, or are taking on a design project at work, I hope you’ll find these notes helpful. Alternatives/other pointers welcome! For a peek at the silliness, creativity and ambition of this year’s global service jam, check out these tweets. And requisite Taylor Swift tribute video:

// As published on LinkedIn.

Experiments in Story and Dialogue

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Over the last few months I’ve been working on an experiment: at a time when the national discourse in America seems polarized, how can we bring together people from across the political spectrum and spark deeper dialogue?

My main tool for sparking deeper dialogue has been storytelling, i.e. using the process of story coaching to surface values, and story telling to help others, with different perspectives, to see and hold them.

In August I held my first event, featuring five activists from Boston-Area Tea Party groups who volunteered to step up and share stories focused not on their politics, but rather their values and the life experiences that helped shape them. This Thursday we’re holding our second event and will be bringing together, on one stage, supporters of Occupy Boston, the Tea Party, and the GOP.

At this stage our events are less of a fixed process and more of an experimental laboratory of dialogue and story. I’m still in the process of understanding what it is that we’re creating, and what value it creates and for whom. And I’m hopeful that this will be a good learning opportunity for me and those involved, and if we’re lucky contribute to the intention of bringing together communities at a time when they seem to be divided.

For info on Thursday’s event, check out our Facebook event page. For updates / future announcements / blog posts specifically related to this initiative (The Mantle Project), please sign up for the mailing list at http://eepurl.com/p3VAj. Thanks.

The “Occupy” Movement: Insights from Tunisia

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Like many Tunisians I’ve watched with amazement as the poignant act of Mohamed Bouazizi, a fruit vendor who set himself on fire in protest against unemployment and corruption, lit a flame that devoured the Tunisian dictatorship and spread through Egypt, Libya, Spain, Chile and beyond. And like many Americans I’ve watched with intrigue as this energy appears to have arrived on America’s shores, springing up in cities across the country as the 99% or “Occupy” movement. So what, if anything, do all of these movements have in common? And what, if anything, can America learn from the movements that preceded ours?

This summer I spent a few months in Tunisia to better understand its revolution. A few weeks ago I had a chance to sit with Occupy protestors in Boston’s Dewey Square. And as I hold these two movements in my mind the similarities are striking. They are both driven by a shared feeling of injustice rather than one specific ideology or goal. They both lack a figurehead and actively reject them. They both speak out against a small group they believe are hoarding economic gains. They both despair at the lack of career prospects, especially for educated college graduates. And they both demonstrate impressive ad-hoc organization, facilitated by social networking tools.

While the movement in America is just taking off, Tunisia’s is eleven months old. And so as America grapples with this new phenomenon, how did things go in Tunisia? On the one hand there were surprising benefits. In Tunisia the revolution restored a sense of national pride: today Tunisians feel a sense of ownership over their country, proudly displaying the national flag, singing the country’s anthem, and launching civil society organizations to address social issues. In Tunisia the revolution helped to recalibrate social values: a security vacuum and a garbage collectors strike gave Tunisians a renewed sense of appreciation for policemen and sanitation workers, despised and ignored, respectively, by society.

But Tunisia’s revolution also came with unexpected challenges. The judgment that fueled the revolution also worked to undermine it: in Sidi Bouzid, the birthplace of its movement, the very people who rose up against an authoritarian dictatorship months later prevented certain political parties from campaigning in their city. Removing the country’s leadership did not remove its imprint on society: through years of conspicuous consumption and thuggery the deposed regime modeled behaviors which have influenced norms around achievement and leadership.

While there are many commonalities between America’s movement and Tunisia’s, it’s also true that the factors that motivate each one are ingrained in the unique histories and circumstances of each country. From the suburban Boston baby boomer I met who keeps pushing back her retirement because her savings can’t sustain her, to the South Carolina-raised student whose single-parent mother sacrificed for him to get his Master’s degree only for him to be unemployed, America’s movement is very much its own. The path it takes will certainly be different. And, as America’s movement matures and takes shape, it will be interesting to see how Tunisia’s experience, and those of the countries that followed, can serve as a source of insight and learning.

// As published on the Presencing Institute.

Tunisia’s Road to Democracy

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As Tunisia celebrates a historic democratic election, its emerging political parties have learned that overcoming decades of authoritarian rule requires starting small, and slowly building trust. This summer we followed one of Tunisia’s emerging political parties – Afek Tounes – as it journeyed into the city that sparked the Arab Spring, and learned this lesson first-hand. Created in collaboration with Jonathan Schienberg and Rabiî Kalboussi.

TunisiaLive: “Snapshots of the Tunisian Revolution”

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This summer I, like many Tunisians living abroad, returned home to experience the revolution for which our fellow Tunisians fought eight months ago. In my time as a journalist, a citizen, and a tourist, here is what I observed:

Tunisians are reconnecting
The former regime forced many Tunisians into permanent exile. Today Tunisia’s cities and towns are teeming with wide-eyed returnees, many of whom haven’t seen their families (or stepped foot in their country) in a generation. Tunisians who never left the country are also reconnecting. Earlier this year residents from Tunis assembled a caravan and traveled to meet residents of historically ignored cities such as Sidi Bouzid to personally thank them for starting the revolution. Whereas previously Tunisian journalists were fearful of straying from their beat, today they travel throughout the country to speak with and publish stories on locals.

Tunisians are uncovering their divisions
With a 98% Sunni Muslim population and a large middle class, Tunisia is often described as one of the most homogeneous Arab countries. Yet with new freedoms of expression and organization Tunisians are discovering deep-seated differences. Secular Tunisians are discovering a large swath of the population that is devoutly religious. Tunisians from the country’s affluent coastal region are discovering an interior country that feels exploited and disenfranchised.

Islam is flourishing
Much like Communists were hostile to Catholicism in Poland, so was the former regime hostile to Islam in Tunisia. Men with beards were harassed, mosques were forced to closed early, Imams were monitored. Today Tunisian Muslims are embracing their faith; mosques stay open late into the evening; men grow out their beards; Imams speak freely without fear of persecution. Many more women also choose to wear the veil.

Civil society is stirring to life
As one volunteer put it, “under the previous regime the government wanted to be the master of all good and evil.” Tunisians who wanted to start civil society organizations were often prevented from doing so. As a result, today there are few organizations to mentor at-risk youth, protect the environment, or get out the vote. Public commons are abused: trash is mindlessly thrown onto the street. In some promising first displays of civic engagement, however, immediately after the former president fled, Tunisians organized to protect and clean up their neighborhoods. Today Tunisians who have registered to vote proudly affix stickers to their cars affirming that they’ve done so.

Young Tunisians are driven to inaction
For many young middle and upper-class Tunisians, working menial jobs for pocket money (e.g. waiting tables) is considered shameful. Furthermore under the previous regime those who launched new companies or organizations ran up against a system which either punished them for competing, or forced itself into a joint partnership. With high paying jobs a scarcity, what has resulted is a generation of anxious young men and women stuck between a bad job market and the fear of entrepreneurship. Cafes are packed with young Tunisians dreaming only of moving abroad. Today a few initiatives are trying to change this: Barcamp, TEDx Carthage, and the Arab Business Plan Competition are working to provide the networks, inspiration, and resources to rekindle the Tunisian imagination and enable Tunisians to invest their creativity and energy at home.

Tunisia is trading France for new partners
With its colonial past France has always been Tunisia’s primary ally, yet it was American companies such as Facebook and Twitter that helped Tunisians to capture and exchange images during the revolution, and Qatari-based Al Jazeera that beamed these images to TV audiences across the world. Today both countries are intimately involved in Tunisia’s new society: the US is spearheading support for Tunisia’s economic development (Former Presidential candidate John McCain is personally involved in encouraging US foreign direct investment); Qatar is rumored to be funding one of Tunisia’s most successful emerging political parties. France, on the other hand, is trying to save face after offering its security expertise to the ex-President while his regime was cracking down on protestors.

The regime is gone in body, but not in spirit
While former President Ben Ali and his family are no longer in power, his legacy of corruption and intimidation remains. As one Tunisian activist put it, “behind Ben Ali is a system in which half of the country was complicit. This mentality is deeply rooted in the Tunisian psyche and will take decades to change.” When looking at Tunisia’s revolution, it’s difficult to judge whether Tunisians were protesting against the Ben Ali regime’s system, or the personalities who dominated it. If the latter, Tunisia’s revolution remains susceptible to the rise of another strongman.

As I reflect on my summer in Tunisia I feel both worried and optimistic for Tunisia’s future. It’s unclear whether Tunisians have a shared vision for a society that does away with the system that gave us the former regime. That being said, with a rich history of strong institutions and an unexpected display of unity and courage in the face of a brutal regime, I wouldn’t count against Tunisia surprising the world once more.

// As published on Tunisia Live.

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