Design Thinking – Could it have made the crucial demonetization easier for Modi Government?
The buzz around recent demonetization of higher currencies in India by the ruling government is making waves in the country and globally.
Fanned by the power of social media, this particular policy may be snowballing into something that many key stakeholders may not have anticipated. While the central focus (and rightfully if I may add) is around cleaning the country from the ill-gotten wealth that is hoarded with few anti-social (vis-à-vis law abiding citizens) elements, it is ‘reportedly’ affecting the common man.
Early reaction and results indicate that in some places terrorist activities have reduced and in some other places people have dropped sacks of shredded currencies in the river banks (this particular one is really disturbing though!). The brutal reality is that policy makers and the prime minister were tied to secrecy, which demanded lesser stakeholder’s involvement. In my view, Design Thinking could have possibly addressed some of the aftermath issues comfortably.
Design thinking in simple terms is about ‘Human-centered’ and ‘improved future’ as the key focus for problem solving. You approach the situation by wearing an empathy hat and looking beneath the surface for what is not being said but felt. Here is my take on some of the tools of Design Thinking that could have alleviated the short-term challenges citizens and the policy makers are facing.
1. Observing Patterns
Patterns of cash usage by different sections of society should have been observed well in advance as a means of identifying the aftermath of such policy change. From kirana stores to milk vendors to flower vendors to road side stalls, all are dependent on pure cash transaction. We have enough data in the government’s hands to understand the rural population’s dependency on Banks and ATMs, which could have been leveraged to sensitize all key stakeholders on what to expect.
2. Blind Spots
With data and experience, a ‘What If’ scenario study would have helped in identifying some of the blind spots encountered post the roll out. These include the long queue in the banks and ATMs (mostly due to panic and safety of their money than the need for immediate hard cash!), black money reportedly coming back to mainstream through third parties such as maids, students, teachers, drivers etc. Using indelible ink is a welcome action, but implementation may face practical challenges. This would have been major boost if it was a part of a planned implementation.
3. Metaphors
A campaign, from the day after, on the ‘improved future’ through metaphors would have made it all the more easier for the fence sitter to understand, empathize and eventually support the policy change. Similar to how Mahatma and the freedom fighter used metaphors for Independent India, which enrolled many more as part of the freedom fight a century ago!
4. Extreme Users
As there was enough time in hand from the conception to execution of this courageous and path breaking policy for the country, all possible extreme users and their patterns of usage could have been studied to understand how they will influence the agenda. Here are few extreme users (role players)
Students – they need pocket money
Transportation – Auto & cycle rickshaw, local buses etc.
Construction workers – daily wages
Tourist visiting the country – A special counter could have been set for them to exchange
Commuters – Toll fee was eventually exempted for few days, but could have be part of planned exemption from day 1.
Local panchayat leaders – They may end up facing the brunt of their villager’s reaction
5. Visual Story Telling
“Until the lion learns how to write, every story will glorify the hunter” – African proverb
A visual campaign from the day after, in all possible forms, outlining the objective and intended outcome of this policy would have helped common citizens to relate themselves and their role in this agenda of ‘Black money free India’. This could have also been leveraged to appreciate every citizen’s role in shaping the future India such as a short term pain that one goes through for a long term gratification.
Design thinking as a problem solving approach is not applicable for all problem situations, especially where the solution is direct and obvious. It is applicable where the solution would need the observation of patterns, addressing unstated needs, and unearthing blind spots. The demonetization agenda is one such classic situation which is ideal for design thinking approach!