Quick Quiz

By Barbee Davis, MA, PHR, PMP

Since I am not a computer person, I am disappointed when so much of project management seems to be about Information Technology (IT) these days. Where should the rest of us look for inspiration to improve our practices and user satisfaction?

A. Every area of the organization uses computers, so consider transferring departments.

B. Ask your manager how to do your job better. Inspiration is a management function.

C. Search the Internet for inspirational quotes and posters.

D. Look to IT and other types of projects to see how they could transform your own projects.

Answer: D. Look to IT and other types of projects to see how they could transform your own projects.

It is a challenge for experienced project managers to envision new ways to approach the same old work. Many successful practitioners find that techniques from other industries can be cleverly altered to give them inspiration to enhance their own projects and user satisfaction.

Information Technology (IT) departments developing new software or websites work valiantly to ensure their products are user-friendly. To them, it means the way to use the new application or site is clear and obvious to customers. But what would user-friendly mean in your industry?

Construction. In the construction world, children and wheelchair-bound people would both appreciate lower light controls and door knobs in their bathrooms and bedrooms. What user groups are being overlooked in your projects?

Pharmaceuticals. Companies sometimes configure medicine bottles so that the user peels the label free on one side to read the dosage and ingredient information on the back of the label. Will that label stand up to multiple viewings? Are there risks to the label becoming unusable or falling off? How could you design a more user-friendly label for your products?

Toy manufacturers. As a cost-cutting measure, toys often have their instructions printed directly on the box. Do they get destroyed when the child opens the package? Is it easy for the parent to save and store the directions, battery sizes and warnings? Perhaps a back-up tutorial should reside on your organization’s website for your non-toy products.

Appliance manufacturers. Can you operate your microwave, toaster, or oven without a three-day training class? Is the instruction manual clear? Are the images on the product self-explanatory? People need to know if the hollow piece of toast graphic means lighter and the filled-in icon means darker toast, or if it is the other way around. Translate your frustration with common products into better solutions for the items you produce.

Government agencies. Can an ordinary taxpayer understand the grant process, refund paperwork, or application for services manual without a PhD? Let confusing jargon you experience inspire you to create clearer paperwork.

Local utilities. If you find only a trained employee can read your gas or electricity meter, make sure your own customers can read their service bills and understand how to check usage to lower them. Check that your payment dates and late penalties are clear.

Retailers. Do the salespeople you encounter understand sales and return policies? Do they carefully explain them to buyers before the sale is rung up and the merchandise is wrapped? Can catalogue orders be returned at a store? If the brick and mortar location is out of a size or color, can it be ordered out of the catalogue in the store? Translate your observations into better sales process projects for your organization.

Look at both competitors and industries that are far removed from your own as a creative way to spark new ideas for your projects. You can also use your own experience as a customer to get inspiration. The amount saved in customer service calls from unhappy users may be worth a little extra project time to consider what will make your deliverables more user-friendly.

Barbee Davis, MA, PHR, PMP, is a reviewer for the global PMI Registered Education Provider Review Team. She owns Davis Consulting and is a published author, speaker, writer of training materials and an innovator in presentation skill workshops for corporate trainers. She holds a Black Belt in MS Project and teaches at the university level.

Her new book, 97 Things Every Project Manager Should Know, includes practical tips from experienced project managers around the world. Ms. Davis is available for speaking engagements and encourages your questions or comments.