Step 1: Contextual Inquiry – What’s Changing?
Contextual inquiry helps us get unstuck by encouraging us to look at the big picture. Sometimes we follow our comfortable routines without ever questioning whether the routines still make sense. For example, improving the durability of a video cassette is a waste of time if people stop buying video cassette recorders. Contextual inquiry helps us notice changes in the environment that alert us to what’s coming. Contextual inquiry allows us to reevaluate how we prioritize our attention and resources.
Contextual inquiry reduces the risk of missing something important.
Step 2: Critical Inquiry – What’s holding things in place?
Critical inquiry helps us get unstuck by ensuring we don’t take problems at face value. For example, we can take medicine to relieve a headache. The medicine makes us feel better, but we are left wondering why we periodically get headaches. If we take action to resolve a problem and the problem returns, then we start looking for patterns. Critical inquiry helps us recognize patterns in our persistent problems and helps us explain why the patterns exist.
Critical inquiry helps us avoid solving the wrong problem.
Step 3: Collaborative Inquiry – Who needs what?
Collaborative inquiry helps us get unstuck by drawing our attention to the networks of people and groups that might play a role in improving our situation. When ideas and feedback feel unwelcome or when sharing them feels unsafe, the organization can only recycle familiar opinions. Even a high quality strategy or solution won’t improve things if people are committed to maintaining the status quo. Collaborative inquiry reminds us of the power of social networks and the value of hearing what people are thinking and feeling.
Collaborative inquiry makes it easier for people to take concerted action.
Step 4: Creative Inquiry – How else might we define our challenge?
Creative inquiry helps us get unstuck by provoking insights and surfacing hidden needs. Sometimes we get stuck because we insist on a business case for new ideas rather than encouraging experimentation and learning from failure. If the only ideas we are interested in are the ones that feel like a sure thing, we will only hear about ways of improving the status quo. Creative inquiry encourages us to question our assumptions about what people need and about our self-imposed limitations.
Creative inquiry increases the novelty of our options.