This refers
to the article by Ravi Menon titled “Design
has a telling effect on behavior” (TNIE dated 5 Dec 2012). Here are two excerpts:
“Just as
some objects become symbols of their powerful owners, the influence of the
design of an office or furniture on behaviour is equally interesting. A counter
in a bank, post office or railway booking office 20 years ago is a case in
point. The customer had to bend over and peer through an opening in order to
talk to the official. The design of the counters seemed calculated to ensure
that the customer assumed the role of a supplicant……………….Today of course, it’s
a vastly different story.”
“In schools
decades ago, the teacher sat on a platform that was about a foot above the
ground. The relative position of the teacher and the student was clear — one
was superior to the other.”
The article rightly
observes cases of designs influencing behavior – i.e., mostly cases relating to
the pre-reforms era when the Indian economy was protected. More importantly,
therefore, it is the organizational structure which influences the designs. Obviously
enough it reflects a time where hierarchical organizations were supposed to be dominant
by design – i.e., with little citizen-centric (read customer-centric) focus
[Note the usage of word “supplicant”].
Though now it
is a different story, the organizational mindsets have not changed significantly.
The SUV example is again quite appropriate, as it reminds us of who actually controls
the organizational hierarchy in these changing times. Read two more excerpts:
“Where you
sit, relative to your fellow men, changes your behaviour. Another example is
the driver of the SUV. SUVs are driven and are occupied by people who are no
different from those who use sedans and smaller cars; but note the difference
in the behaviour of the driver of the SUV. From his exalted position he looks
down on the other occupants of the road. His vehicle is bigger, more powerful
and, they must, logically, be given preference.”
“No matter
how hard we try, our behaviour is influenced by our surroundings. The official
in the post office, the school teacher, the judge, are all different people
when you meet them at home. So is the driver of the SUV. He is the most
considerate person when he welcomes you home. Put him behind the wheel of the
SUV and he becomes a different individual.”
Finally, the author rightly
says “Design at the workplace can
really affect behaviour — for better or for worse.” However, it is more
important to reflect on the organizational mindsets and methods adopted in
designing the workplaces. Organizations need to be designed through
collective-creative-thinking for meeting various purposeful outcomes. This
design process requires healthy facilitation right from designing the plan
(read strategy) to its implementation. Organizations governed by true design
thinking can create more humane workplaces and can affect behavior for the better
– not for worse.
Related link:
