What Queer Eye Can Teach Us About Human Centred Design
By: Kate Paterson
Tags: Human Centered Design, Queer Eye, Organisational Design, Service Design

source: Queer Eye, Netflix 2019

Don’t Put Your Avocado in a Silo

This show is a great example of why we need cross functional teams. Humans are multifaceted. So any human-centred problem has to be approached with this understanding. If we think of the different aspects of your life like departments in an organisation, they need to be all on the same page in order for any change to be sustainable. Imagine the show was only Karamo addressing people’s mental health and social life, leaving people to undertake the rest of their life-overhaul on their own. If people went home to a messy house, low-quality sleep, poor diet and a lack of self-care tools, they would be much more likely to return to business-as-usual. However, Queer Eye recognises that people’s wellbeing is a complex, interdependent system. It also acknowledges that we need to think of people in terms of the skills and experience they bring, not their role. For example, when reconnecting Jess with her biological family and genealogy, Bobby, who is also adopted, is best placed to help her navigate this. He doesn’t have to just be the interiors guy.

source: Queer Eye, Netflix 2019

We’re Not the Experts

Humility is an important trait in designers that is often neglected from design education and discourse. We don’t always have the answers, but good designers know how to connect with the people who do. When it came to helping Jody find her own definition of femininity, the show turns to a group of experts to provide this guidance. I love that the fab five do not have to be the hero of the story.

source: Queer Eye, Netflix 2019

Contextual Enquiry Leads to Great Insights

This method can sometimes be treated as a luxury. But contextual research is compulsory in every episode. The team get to go into people’s homes and connect their reported behaviours and attitudes to their actual environment in order to find deeper learnings. When they find Arian’s graduation photo turned over in his bedroom, they are able to connect that despite saying that he graduated, he is ashamed because he failed and never received his diploma and hasn’t told his parents. Not that I’m saying we need to go through participant’s underwear drawers, but I’m certainly jealous of the amount of fieldwork they get to do.

source: Queer Eye, Netflix 2019

Back It Up with a Business Case

Working together with the people they design for is one of the major reasons for the success of the transformations. They understand what drives each person but also how they gauge success. This could be reaching a specific goal or how confident they feel. They are then able to implement solutions that they know will meet these success criteria. But the solutions also make sense within the business context of running that person’s life. Explaining that a high quality garment will work out at a lower cost per wear than a cheaper one, is a stronger argument than just style. Or by being able to say that a grooming routine will only cost you 3 minutes but demonstrate a massive impact on your mindfulness, means it is more likely to be adopted and sustained.

source: Queer Eye, Netflix 2019

Confident Stakeholder Management

Yes, it turns out its a lot easier to get buy-in when you‘re holding a Pottery Barn gift card. But. There is still something to be learned from the enthusiastic responses of Queer Eye’s clients. Firstly, positivity goes a long way. An optimistic approach helps people feel less intimidated by the task ahead of them. But this positivity is also grounded in a genuine respect for their clients and recognising what they have achieved so far. Secondly, there is a consistent confidence in their process. Rather than trying to please each person short term, they are able to stand their ground and take the client through each step. When Karamo facilitates a workshop to unpack Robert’s negative self-talk, Robert is visibly uncomfortable. But by committing to the intention of the activity, Karamo is able to support him through the challenge and have a strong impact.

And What It Can’t Teach Us

source: Queer Eye, Netflix 2019

Transparency

There’s a big difference between not knowing what colour couch someone’s given you and not knowing whether a new strategic direction of your company will mean major changes to your job position. I believe in designing out in the open, with the people you’re designing for. Not just for the benefit of their input, but so that they can understand the decisions that are made in the process, benefit from your research, experience new ways of working and take ownership of what is being implemented. I think a successful implementation means having a positive impact at every step of the design process, not just in delivery. A big reveal is definitely a reality TV construct we don’t need to adopt.