Hello, thanks for joining me while I muse on a few things for this edition of the Visual Thinking Toolkit Article. I know how easy it is to be bombarded with so much information these days - so I do really appreciate it! 

I wanted to respond, perhaps in a more nuanced way to the theme of the last newsletter, which was about failure. This time I’ll take a wander around a crucial aspect of design and creativity: errors.

Errors and failures are terms often used interchangeably, but they have distinct meanings. An error is a mistake or inaccuracy in a process, calculation or action, something like a typo in a document or a bug in software. It's something that goes wrong but doesn't necessarily lead to a complete breakdown of the system or project. A failure, on the other hand, is when a system, process or component stops working altogether. A real spanner in the works. For example, a car engine not starting is a failure, whilst leaving the window open going through a car wash is an error. While an error might lead to a failure if not corrected, not all errors result in failures. It's like the difference between stumbling and falling flat on your face; I suppose you could frame either of these concepts in terms of magnitude.

When we design, whether that be a piece of graphic design, a software integration or a whiteboard animation, we should strive to minimise errors and make them easy to correct. This is wholly different from allowing failure to inform the system. This concept not only enhances a user’s experience but also helps to build a culture of continuous improvement and creativity. 

Clean that up!

Embracing Failure: The James Dyson Way

I wish I was as zen as some people; I often get frustrated when things don't go as planned. How’s this for creating a throbbing vein in your temple? Imagine spending five years and creating 5,127 prototypes, each one a failure. Sounds like a complete headache, right? This was James Dyson's reality, and it's a story worth hearing if you are beset by errors. He said, "Failure is an enigma. You worry about it, and it teaches you something." Each of those iterations may have had errors that needed to be fixed, but those errors didn’t result in Dyson throwing the entire project away.  

Learning from Every Mistake 

Think about when you first learned to ride a bike. You probably fell a few times, scraped your knees, and maybe even felt like giving up. Dyson’s journey with the vacuum cleaner was like that, but on a much larger scale. Early on, his prototypes kept losing suction power – a bit like a bike that keeps getting flat tires. Instead of throwing in the towel, Dyson saw these issues as clues. He discovered cyclonic separation technology by watching sawmills, which use giant cyclones to separate dust. But, applying this to a household vacuum was tricky. The dust wouldn’t separate properly, leading to blockages. He needed to apply this idea at a much smaller scale to his home vacuum design. He constructed a cardboard model with sticky tape, connected it to his Hoover with its bag removed, and found it worked satisfactorily. Even this wasn’t the Eureka moment, however. Dyson failed to find investment for this idea. None of the large vacuum manufacturers wanted it, as it threatened the $500m vacuum bag market. It was a few years, many iterations and a law suit before the inventor managed to licence a deal and produce the first commercially available dust sucker. 

Material Matters 

I am often attracted by the toot they sell on infomercials. I have purchased some real crap over the years, from drain unblocking rods to the tiniest log splitter on earth. Have you ever bought something that broke almost immediately? Dyson faced this problem constantly. His vacuums’ parts would wear out too quickly, and motors would overheat. Each failure meant going back to the drawing board, much like trying to fix a bike chain that keeps slipping off. He experimented with different materials and designs until he found ones that could withstand the rigours of cleaning one’s home time and time again. 

Rejection: A Catalyst for Success 

Rejection hurts, doesn’t it? Imagine presenting your best idea to experts, only to be told it’s not good enough. Dyson experienced this repeatedly when he tried to license his vacuum technology to major manufacturers. They all rejected him, doubting his bagless vacuum’s potential. But instead of giving up, Dyson turned rejection into motivation. He decided to start his own company and prove the doubters wrong. 

Resilience and Innovation 

What can we learn from Dyson? Resilience. Innovation. Learning from failure. Every tiny error in his process was a stepping stone. Dyson’s method shows us that these errors aren’t the end, but a crucial part of the journey. He didn’t just endure these errors that led to failure; he embraced them, using each one to improve and innovate. Rejection is really a gift. When somebody criticises your idea, don’t inflate your ego shields. Use this criticism as a way of strengthening your ideas.  

So next time you face a setback, think of James Dyson. Remember that every failure is a lesson, every rejection a redirection. Ask yourself: What can I learn from this? How can I turn this around? 

As visual thinkers our work is shaped by iteration, where each sketch or story map is a step towards clarity and innovation.  work is shaped by iteration, where each sketch or story map is a step towards clarity and innovation. 

A Giant Leap 

In the realm of software, Margaret Hamilton, who led the development of the onboard flight software for NASA's Apollo missions, emphasised the importance of error prevention and correction. She noted, "The error is the cause of the solution." Her pioneering work in software engineering laid the foundation for practices that ensure reliability and safety, highlighting the universal applicability of managing errors effectively. 

As an astronaut, whilst hurtling through space in a tin can, you would like to think that someone on the ground had done their due diligence to mitigate catastrophe. Recognising the high stakes of space travel, Hamilton viewed errors not as setbacks but as learning opportunities. You can see a pattern here, can’t you? Her genius lay in designing software that anticipated and managed failures. This was someone that embraced the system of errors and worked with it to try and reduce errors before they became system failures. 

For example, during the Apollo 11 mission, her code detected potential overloads in the guidance computer. Instead of crashing, the system prioritised critical tasks, allowing the mission to proceed safely. This was like having a co-pilot who addressed the most urgent issues first. 

Hamilton’s dedication to debugging and her perseverance were pivotal. She spent long nights perfecting her code, driven by the vision of achieving the impossible. Once again, her approach teaches us that failure is not the end but a vital part of progress. By designing systems to handle errors gracefully, we can transform potential disasters into successes, just as Hamilton did. 

Visual Thinking: Enabling Creativity Through Correction. 

Our approach to visual thinking, particularly through whiteboard animation and multi-modal creativity, embodies this philosophy. When we draft a Storymap, we embrace the initial rough sketches; we call these ‘blue lines’. We understand that each iteration we make refines the message and enhances clarity. We even build the process of working with iteration into the physical quality of these initial visual investigations. We work in blue pencil so that we can easily correct and adjust. Iterations are often made in red - so we can easily see the difference between the iterations. This method is akin to the process of Dyson’s design thinking, where each prototype brings us closer to the ideal solution. 

Practical Applications: Enhancing User Experience 

In practical terms, minimising and correcting errors is vital in user experience (UX) design. Studies show that a well-designed error recovery system can significantly improve user satisfaction and loyalty. For instance, a report by the Nielsen Norman Group found that clear and constructive error messages can reduce user frustration by up to 60%. We can see this working in the service industry too.  

My wife, a former long-haul flight attendant for an American air carrier, always emphasised the importance of communication during delays. During a mechanical error, instead of letting passengers stew on the runway, waiting for the spare part to be flown in, without any form of context, she found that the practice of informing passengers about the delay, it’s reason and its expected duration significantly reduced their frustration. This proactive approach, much like Margaret Hamilton’s error management in software, turned a potential source of stress into a manageable situation. Clear communication helped passengers feel more in control and less anxious, demonstrating that anticipating and addressing concerns head-on can transform challenging scenarios into more positive experiences. This communication is effectively an error management system. 

Incorporating these principles into your workflow can be transformative. Start by creating a culture where errors are seen as opportunities for improvement rather than failures. Encourage iterative processes and use tools that facilitate easy corrections. This mindset will not only enhance your designs but also foster innovation and resilience within your team. 

A Broader Perspective: Embracing Imperfection 

As we conclude, let's reflect on the broader philosophical takeaway. The ability to navigate and correct errors is more valuable than ever. It encourages a mindset of continuous learning and adaptability. As the Japanese concept of Wabi-Sabi teaches us, there is beauty in imperfection and transience. By embracing and learning from our errors, we unlock new pathways to creativity and understanding. 

Further Reading and Exploration 

For those interested in exploring this topic further, I recommend James Dyson’s book, Invention: A life of Learning Through Failure.  

Dyson weaves his personal journey into a broader exploration of the significance of invention in general. Along the way, we meet thought-provoking and inspiring characters, encounter groundbreaking inventions, read first-hand accounts of his engineering feats, see the emergence of cultural trends, and engage with political manoeuvring and legal challenges. He literally dishes the dirt before sucking it up to become a success.

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Thank you for joining me in this exploration of minimising and correcting errors. I hope this article has inspired you to view errors as stepping stones to innovation and success. Keep experimenting, keep iterating, and most importantly, keep thinking visually! 

Until next time – adios! 

Warm regards, 

Andrew and the Visual Thinking Toolkit Team