Simple Solutions: Who Are We Really Making Things Easier For?

People love the word "simple." It sounds efficient, effective, and easy. Look, there are some things that are simple fix, and I don’t want to bash that, but I do want to bash a fix in wolf’s clothing (I know that isn’t quite the phrase but roll with it, it’s fine). When you hear people pitching a simple solution the first question should be simple for who? Answering that question will tell you a lot.?

Let’s get into why determining who needs simplicity matters: is it simple for the IT team because it can be done fast and needs little thought or input? Is it simple for the middle managers because it’s how they did it when they were in the front line? Is it simple for executives because it’s running the same playbook used before? Or is it simple for the people using the solution? One of these questions is more important than the others - and you know which one that is already.

The User is the Measure of All Things Simple

Here’s the deal, a solution is only truly simple if it's simple for the end user. It doesn't matter how fast it was able to happen, or how streamlined the process looks on paper, or if you have all the data points you needed for reports, if it leaves the user doing something that doesn’t feel simple then you have lost the argument of your fix being simple.

Let’s see a simple solution:

The 1 Pager:

Child welfare workers sometimes have complex work processes. So to help them with a specific complex process, someone creates a 1 pager. Problem is, that got added to the 50 other 1 pagers, and those 1 pagers get emailed out as an attachment, and they get revised so there are 15 versions floating around depending on which email was actually read. And none of them have all the answers because the real answer is in policy for the complex questions.?

Now hear me out, maybe - just maybe, creating more information isn’t the simplest solution to help people find the right information. There is probably a more complicated solution, but the people will find it more simple to use.

The Temptation of Easy

It's easy to fall into the trap of easy solutions. They might look good in a PowerPoint presentation, but they can very easily fail to address the real needs of the people that are using it day to day. Maybe it's a software system that's intuitive for IT, but a nightmare for the frontline staff. Or a policy change that looks great on paper but creates a mountain of extra paperwork for those implementing it. I get why stuff like this happens, the people making the decisions are just trying to do something to make things better, and fast. As a leader of people, I have done this myself. And any person at the executive table that thinks they haven’t, needs to have a good long look in the mirror. As humans being humans - we can choose to do something about it. Here’s 3 things:

1. Shift the Focus to People-Centered Simplicity

To truly create simple solutions, we need to shift our focus to the people using the solution. This means:

• Involving The People in the Process: Don't just guess what they need – ask them! Conduct surveys, interviews, and do testing so you actually understand their pain points and preferences.
• Prioritizing People’s Experience: Design solutions that are intuitive and require minimal effort. Focus on clear language and think about logical flow in the work.
• Iterating Based on Feedback: Don't assume you got it right the first time. Continuously gather feedback from users and iterate on your solution to make it even simpler and more effective.

2. Be Okay with Reversing Your Decision

Look, you get things wrong sometimes, the worst thing you can do is just keep digging that hole you’re in. If you thought your solution was simple, but it turned out to just be easy and made things worse, then doubling down is just foolish. The people will respect someone that is willing to say “I thought I could do an easy fix, I was wrong, let’s get back to the table and figure out what will make this simple.”

3. Ask Probing Questions

Creating truly simple solutions takes effort and a willingness to listen. It might mean challenging assumptions, questioning existing processes, and pushing back against only seeking the "easy" way out, when there is a better one that ends up making things simpler.

But Steven, that sounds like I have to do more work and it could take longer, I need to show I am fixing things now, otherwise people will think stuff isn’t happening.?

To that fake question - I say they are going to be thinking a lot of things about you if you keep trying to do the easy solution and don’t fix the real problems. So which would you rather deal with, refixing the thing over and over again and being seen as a person of fast action all the time, or getting it done and moving on to the next challenge - making a deeper impact in the long run?

When you take the approach that really seeks to create simple solutions for the people that need to use them, it leads to:

• Increased adoption and utilization: People are more likely to use tools and processes that are easy to understand and navigate.
• Improved efficiency and productivity: Simple solutions save time and reduce frustration.
• Higher satisfaction and engagement: When people feel their needs are considered, they're more likely to be engaged and motivated.

In the end, the simplest solutions are what we all want, some are really easy, and others are complex and take time to become simple. If we focus on putting the people at the center, we can create solutions that truly make their lives easier, their work more effective, and their experiences more positive. Simple is always worth it, even if it isn’t easy.

So, the next time you hear the word "simple," ask yourself: Simple for who?