TEDGlobal 2013
Tom Wujec: Got a wicked problem? First, tell me how you make toast
汤姆 赫克: 遇到一个头疼的问题？先告诉我如何做烤面包吧！
Filmed:
Readability: 4.4
3,176,900 views
制作烤面包听起来不是件难事，但是当有人叫你将过程一步一步画出来，事情就不一样了。汤姆 赫克 喜欢叫人们和团队画出如何制作烤面包，因为这个过程揭露出意想不到的如何解决工作上最困难的问题的事实。学习一下如何运用这个练习，然后听一听 汤姆 赫克 观察数千副烤面包过程后的感想。
Tom Wujec - Designer
Tom Wujec studies how we share and absorb information. He's an innovative practitioner of business visualization -- using design and technology to help groups solve problems and understand ideas. He is a Fellow at Autodesk. Full bio
Tom Wujec studies how we share and absorb information. He's an innovative practitioner of business visualization -- using design and technology to help groups solve problems and understand ideas. He is a Fellow at Autodesk. Full bio
Double-click the English transcript below to play the video.
00:12
Some years ago,
0
140
1591
几年前，
00:13
I stumbled across a simple design exercise
1
1731
3444
我偶然想到一个
00:17
that helps people understand
and solve complex problems,
and solve complex problems,
2
5175
3605
帮助人们理解和解决复杂问题的简单构思练习，
00:20
and like many of these design exercises,
it kind of seems trivial at first,
it kind of seems trivial at first,
3
8780
4087
像许多这样的构思性练习一样，
一开始都有一点琐碎无聊，
一开始都有一点琐碎无聊，
00:24
but under deep inspection,
4
12867
1744
但是在仔细的研究后，
00:26
it turns out that it reveals
unexpected truths
unexpected truths
5
14611
2720
结果发现揭示出了意想不到的事实
00:29
about the way that we collaborate
and make sense of things.
and make sense of things.
6
17331
3331
有关我们合作和理解事物的方式。
00:32
The exercise has three parts
7
20662
1602
这个练习有三个部分，
00:34
and begins with something
that we all know how to do,
that we all know how to do,
8
22264
2485
以我们都知道的怎么做的一件事开始，
00:36
which is how to make toast.
9
24749
2400
那就是如何烤面包片。
00:39
It begins with a clean sheet of paper,
a felt marker,
a felt marker,
10
27489
3320
首先以一张白纸和一支马克笔开始，
00:42
and without using any words,
you begin to draw how to make toast.
you begin to draw how to make toast.
11
30809
4131
不需要任何语句，
你开始画如何制作烤面包片。
你开始画如何制作烤面包片。
00:46
And most people draw something like this.
12
34940
2178
大部分人会画成这样。
00:49
They draw a loaf of bread,
which is sliced, then put into a toaster.
which is sliced, then put into a toaster.
13
37118
3380
他们画一条面包，切成片，然后放入烤面包机。
00:52
The toast is then deposited for some time.
14
40498
2246
然后烘烤一会儿。
00:54
It pops up, and then voila!
After two minutes, toast and happiness.
After two minutes, toast and happiness.
15
42744
5551
然后，哗，面包弹了出来。
两分钟后则是，香香的烤面包和幸福。
两分钟后则是，香香的烤面包和幸福。
01:01
Now, over the years, I've collected
many hundreds of drawings of these toasts,
many hundreds of drawings of these toasts,
16
49045
4598
多年来，我已经收集了很多烤面包的画作，
01:05
and some of them are very good,
17
53643
1760
有些画的非常优秀，
01:07
because they really illustrate
the toast-making process quite clearly.
the toast-making process quite clearly.
18
55403
3466
因为他们清楚的展示了制作烤面包片的过程。
01:10
And then there are some that are,
well, not so good.
well, not so good.
19
58869
3297
另外，有一些画成这样的，比较差劲，
01:14
They really suck, actually, because
you don't know what they're trying to say.
you don't know what they're trying to say.
20
62166
5178
他们真的很糟糕，
因为你不知道他们想表达什么。
因为你不知道他们想表达什么。
01:19
Under close inspection,
21
67344
1927
在仔细的研究后，
01:21
some reveal some aspects of toast-making
while hiding others.
while hiding others.
22
69271
3483
一些画作在展示烤面包片的某些方面时
隐藏了其他方面。
隐藏了其他方面。
01:24
So there's some
that are all about the toast,
that are all about the toast,
23
72754
2670
有一些只是着重于烤面包，
01:27
and all about the transformation of toast.
24
75424
2740
和面包在备考先后的转化过程。
01:30
And there's others
that are all about the toaster,
that are all about the toaster,
25
78164
2600
还有其它的是全关于面包机的，
01:32
and the engineers love to draw
the mechanics of this.
the mechanics of this.
26
80764
3330
并且工程师们特别喜欢画面包机的工作原理。
01:36
(Laughter)
27
84094
1410
（笑声）
01:37
And then there are others
that are about people.
that are about people.
28
85504
2371
然后还有一些关于刻画人的。
01:39
It's about visualizing
the experience that people have.
the experience that people have.
29
87875
3848
他们将人们的经历可视化。
01:43
And then there are others that are about
the supply chain of making toast
the supply chain of making toast
30
91723
3513
还有是一些关于制作烤面包的供应链
01:47
that goes all the way back to the store.
31
95236
1990
并且把这过程还原到商店里。
01:49
It goes through the supply chain
networks of teleportation
networks of teleportation
32
97226
3437
从远距离传输开始，
01:52
and all the way back
to the field and wheat,
to the field and wheat,
33
100663
3227
直到田地和小麦，
01:55
and one all actually goes
all the way back to the Big Bang.
all the way back to the Big Bang.
34
103890
2810
甚至有些人从大爆炸开始画起。
01:58
So it's crazy stuff.
35
106700
2204
这些东西都太疯狂了。
02:00
But I think it's obvious
36
108904
1853
但是我认为很明显的是
02:02
that even though these drawings
are really wildly different,
are really wildly different,
37
110757
3506
即使这些画作都非常的不同，
02:06
they share a common quality,
and I'm wondering if you can see it.
and I'm wondering if you can see it.
38
114263
3103
但是它们都有共同点，
不知道你们发现了没有。
不知道你们发现了没有。
02:09
Do you see it? What's common about these?
39
117366
2377
你们看见了么？
它们之间有什么共同点呢？
它们之间有什么共同点呢？
02:11
Most drawings have nodes and links.
40
119743
3375
大部分的画作有节点和链接。
02:15
So nodes represent the tangible objects
like the toaster and people,
like the toaster and people,
41
123118
5350
节点代表可触及物比如人和烤面包机，
02:20
and links represent
the connections between the nodes.
the connections between the nodes.
42
128468
3506
链接则表示每个节点之间的联系。
02:23
And it's the combination
of links and nodes
of links and nodes
43
131974
2833
正是因为这些节点和链接的结合，
02:26
that produces a full systems model,
44
134807
2113
才生产出一个完整的系统模型，
02:28
and it makes our private
mental models visible
mental models visible
45
136920
2925
这个则把我们个人思考事物如何运作的
02:31
about how we think something works.
46
139845
3033
思维模式可视化。
02:34
So that's the value of these things.
47
142878
1831
这就是这些东西的价值。
02:36
What's interesting about
these systems models
these systems models
48
144709
2108
这系统模型的有趣之处在于
02:38
is how they reveal
our various points of view.
our various points of view.
49
146817
2185
它们揭示了我们不同的观点。
02:41
So for example, Americans
make toast with a toaster.
make toast with a toaster.
50
149002
3621
举个例子，美国人用烤面包机烤面包。
02:44
That seems obvious.
51
152623
1521
这似乎显而易见，
02:46
Whereas many Europeans
make toast with a frying pan, of course,
make toast with a frying pan, of course,
52
154144
3970
但是欧洲人用平底锅烤面包，
当然这也是可以的，
当然这也是可以的，
02:50
and many students make toast with a fire.
53
158114
4277
而且，很多学生还用火烤面包。
02:54
I don't really understand this.
A lot of MBA students do this.
A lot of MBA students do this.
54
162391
3219
我真的不是很理解。
但是很多 MBA 的学生这样做。
但是很多 MBA 的学生这样做。
02:57
So you can measure the complexity
by counting the number of nodes,
by counting the number of nodes,
55
165610
3765
你可以通过数节点的个数衡量难度，
03:01
and the average illustration
has between four and eight nodes.
has between four and eight nodes.
56
169375
3922
平均的图画步骤一般在四和八个节点之间，
03:05
Less than that, the drawing seems trivial,
57
173297
2995
少于这个节点，画会看上去比较琐碎，
03:08
but it's quick to understand,
58
176292
2253
但是易懂，
03:10
and more than 13, the drawing
produces a feeling of map shock.
produces a feeling of map shock.
59
178545
5073
要是多余 13 个则叫人张目结舌。
03:15
It's too complex.
60
183618
1503
因为太复杂了。
03:17
So the sweet spot is between 5 and 13.
61
185121
2543
所以呢 5 到 13 个节点恰到好处。
03:19
So if you want to communicate
something visually,
something visually,
62
187664
2630
如果你想用视觉进行沟通，
03:22
have between five and 13 nodes
in your diagram.
in your diagram.
63
190294
3727
那么在你的示意图里要有 5 到 13 个节点。
03:26
So though we may not
be skilled at drawing,
be skilled at drawing,
64
194021
2704
虽然我们不一定善于绘画，
03:28
the point is that we intuitively know
how to break down complex things
how to break down complex things
65
196725
4131
但关键是
我们的直觉知道如何将复杂的东西简化，
我们的直觉知道如何将复杂的东西简化，
03:32
into simple things and then
bring them back together again.
bring them back together again.
66
200856
3260
再将它们重新组合起来。
03:36
So this brings us to our second part of
the exercise,
the exercise,
67
204116
3221
这样一来，我们就进入了
这个练习的第二个部分，
这个练习的第二个部分，
03:39
which is how to make toast,
68
207337
1576
就是怎样做烤面包片
03:40
but now with sticky notes
or with cards.
or with cards.
69
208913
2800
但是得用便利贴或卡片表示出来。
03:43
So what happens then?
70
211713
1428
接着发生了什么呢？
03:46
Well, with cards, most people
tend to draw clear, more detailed,
tend to draw clear, more detailed,
71
214041
3421
用卡片呢，大部分人倾向于
画出清晰，有细节，
画出清晰，有细节，
03:49
and more logical nodes.
72
217462
2278
和更加有逻辑的节点。
03:51
You can see the step by step
analysis that takes place,
analysis that takes place,
73
219740
3577
你可以看到发生的每一步过程，
03:55
and as they build up their model,
they move their nodes around,
they move their nodes around,
74
223317
3232
当他们建立起他们的模型的时候，
他们移动他们的节点，
他们移动他们的节点，
03:58
rearranging them like Lego blocks.
75
226549
2580
就像乐高积木一样重组它们。
04:01
Now, though this might seem trivial,
it's actually really important.
it's actually really important.
76
229129
4055
虽然现在这看上去无关紧要，
但是实际上这非常重要。
但是实际上这非常重要。
04:05
This rapid iteration of expressing
and then reflecting and analyzing
and then reflecting and analyzing
77
233184
4728
这快速的表达重述和思考与分析
04:09
is really the only way
in which we get clarity.
in which we get clarity.
78
237912
3351
是我们真正唯一明晰原理的方式。
04:13
It's the essence of the design process.
79
241263
2648
这是设计过程的核心。
04:15
And systems theorists do tell us
80
243911
1709
系统理论学家的确告诉我们，
04:17
that the ease with which
we can change a representation
we can change a representation
81
245620
3562
改变陈述方式的简单性
04:21
correlates to our willingness
to improve the model.
to improve the model.
82
249182
3585
与我们改进模型的积极性相关联。
04:25
So sticky note systems
are not only more fluid,
are not only more fluid,
83
253447
3792
所以呢，使用便利贴绘图不仅更加顺畅，
04:29
they generally produce
way more nodes than static drawings.
way more nodes than static drawings.
84
257239
4040
而且比起在纸上绘图，
它们还会使人们画出更多的节点。
它们还会使人们画出更多的节点。
04:33
The drawings are much richer.
85
261279
1731
绘画内容也会更加丰富。
04:35
And this brings us
to our third part of the exercise,
to our third part of the exercise,
86
263010
2565
这便将我们带入这个练习的第三的部分，
04:37
which is to draw how to make toast,
but this time in a group.
but this time in a group.
87
265575
3934
就是如何以一个小组的画出
如何烤面包片。
如何烤面包片。
04:41
So what happens then?
88
269509
1762
这样会发生什么呢？
04:43
Well, here's what happens.
89
271271
1612
这是发生的状况。
04:44
It starts out messy,
and then it gets really messy,
and then it gets really messy,
90
272883
3617
开始非常混乱，然后就变的真的很糟糕，
04:48
and then it gets messier,
91
276500
1625
之后变的更加乱了，
04:50
but as people refine the models,
92
278125
1927
但是当人们推敲模型的时候，
04:52
the best nodes become more prominent,
93
280052
2531
最好的节点们变得更加显著，
04:54
and with each iteration,
the model becomes clearer
the model becomes clearer
94
282583
2577
在经过每一次的重述，
模型便变得更加清晰，
模型便变得更加清晰，
04:57
because people build
on top of each other's ideas.
on top of each other's ideas.
95
285160
3274
因为人们的想法互相叠加。
05:00
What emerges is a unified systems model
96
288434
3483
这样一来着出现了一个统一的模型
05:03
that integrates the diversity
of everyone's individual points of view,
of everyone's individual points of view,
97
291917
4140
将每个人不同的观点统一起来，
05:08
so that's a really different outcome
98
296057
1920
这样就会和我们之前通常看到的结果
05:09
from what usually happens
in meetings, isn't it?
in meetings, isn't it?
99
297977
2671
大不一样，对不对？
05:12
So these drawings can contain
20 or more nodes,
20 or more nodes,
100
300648
2972
所以，这些画作会包含 20
或更多的节点，
或更多的节点，
05:15
but participants don't feel map shock
101
303620
2229
但是，参与者并不会感到混乱
05:17
because they participate in the building
of their models themselves.
of their models themselves.
102
305849
4225
因为他们自己参与了模型的建造。
05:22
Now, what's also really interesting,
that the groups spontaneously mix
that the groups spontaneously mix
103
310074
3321
更有趣的是，将参与组们即兴地混合
05:25
and add additional layers
of organization to it.
of organization to it.
104
313395
3459
和添加组织层次。
05:28
To deal with contradictions, for example,
105
316854
2010
为了解决矛盾，比如说，
05:30
they add branching patterns
and parallel patterns.
and parallel patterns.
106
318864
2820
他们将格局横竖分类。
05:33
Oh, and by the way,
if they do it in complete silence,
if they do it in complete silence,
107
321684
3223
哦，顺便说一句，
如果他们完全安静的工作，
如果他们完全安静的工作，
05:36
they do it much better
and much more quickly.
and much more quickly.
108
324907
2756
他们的效率更高，成果也更好。
05:39
Really interesting --
talking gets in the way.
talking gets in the way.
109
327663
2542
非常有趣的是——讨论会降低效率。
05:42
So here's some key lessons
that can emerge from this.
that can emerge from this.
110
330205
3692
这个练习带来了一些关键的启发。
05:45
First, drawing helps us
understand the situations
understand the situations
111
333897
2579
首先，绘图帮助我们
05:48
as systems with nodes
and their relationships.
and their relationships.
112
336476
3272
用节点的方式
理解不同情况和它们之间的关系。
理解不同情况和它们之间的关系。
05:51
Movable cards produce
better systems models,
better systems models,
113
339748
3640
可移动的卡片生产出更好的模型，
05:55
because we iterate much more fluidly.
114
343388
2730
因为我们可以更流畅的重新表述。
05:58
And then the group notes produce
the most comprehensive models
the most comprehensive models
115
346118
3214
其次群体的绘图生产出更加全面的模型
06:01
because we synthesize
several points of view.
several points of view.
116
349332
3357
因为我们将各个观点合成。
06:04
So that's interesting.
117
352689
1586
这很有趣。
06:06
When people work together
under the right circumstances,
under the right circumstances,
118
354275
3306
当人们在正确的环境下一起工作，
06:09
group models are much better
than individual models.
than individual models.
119
357581
3111
团队模型要比个人模型好很多。
06:12
So this approach works really great
for drawing how to make toast,
for drawing how to make toast,
120
360692
4947
所以这个方法对于画烤面包非常有效，
06:17
but what if you wanted to draw
something more relevant or pressing,
something more relevant or pressing,
121
365639
3889
但是如果你要画些更加严肃的话题呢？
06:21
like your organizational vision,
or customer experience,
or customer experience,
122
369528
5108
比如组织远景，或是客户体验，
06:26
or long-term sustainability?
123
374636
2304
或是长期的可持续发展。
06:28
There's a visual revolution
that's taking place
that's taking place
124
376940
3506
这个视觉上的革命正随着
06:32
as more organizations
are addressing their wicked problems
are addressing their wicked problems
125
380446
3413
更多的组织通过集体绘画的方式
06:35
by collaboratively drawing them out.
126
383859
2786
来解决那些复杂困难的问题。
06:38
And I'm convinced that those who see
their world as movable nodes and links
their world as movable nodes and links
127
386645
4622
我相信那些可以将他们的世界
看作可移动节点和链接的人
看作可移动节点和链接的人
06:43
really have an edge.
128
391267
2124
会有很大的优势。
06:45
And the practice is really pretty simple.
129
393391
2078
这个的实践真的非常简单。
06:47
You start with a question,
you collect the nodes,
you collect the nodes,
130
395469
2902
你以一个问题开始，收集节点，
06:50
you refine the nodes,
you do it over again,
you do it over again,
131
398371
3088
优化节点，反复优化，
06:53
you refine and refine and refine,
and the patterns emerge,
and the patterns emerge,
132
401459
5309
不断的优化，便有规律会出现，
06:58
and the group gets clarity
and you answer the question.
and you answer the question.
133
406768
4352
组群便明晰起来，
然后你得到了问题的答案。
然后你得到了问题的答案。
07:05
So this simple act of visualizing
and doing over and over again
and doing over and over again
134
413070
6042
所以这简单的视觉化行为和不断地优化
07:11
produces some really remarkable outcomes.
135
419112
2582
产生出一些非常显著的结果。
07:13
What's really important to know
136
421694
1887
需要注意的一点是
07:15
is that it's the conversations
that are the important aspects,
that are the important aspects,
137
423581
3690
交流是很重要的，
07:19
not just the models themselves.
138
427271
2325
而不仅仅是模型本身。
07:21
And these visual frames of reference
139
429596
1788
这些可视的参考框架
07:23
can grow to several hundreds
or even thousands of nodes.
or even thousands of nodes.
140
431384
4598
可以有数百甚至上千的节点。
07:27
So, one example is from
an organization called Rodale.
an organization called Rodale.
141
435982
3018
举一个来自罗达尔组织的例子。
07:31
Big publishing company.
142
439000
1486
那是一个很大的出版公司。
07:32
They lost a bunch of money one year,
143
440486
2136
有一年他们损失了很多钱，
07:34
and their executive team for three days
visualized their entire practice.
visualized their entire practice.
144
442622
4342
他们的执行队伍花了三天将他们的全部经历可视化。
07:38
And what's interesting is that
after visualizing the entire business,
after visualizing the entire business,
145
446964
5922
有趣的是，在他们将他们的全部公司可视化之后，
07:44
systems upon systems,
146
452886
1764
系统叠加系统，
07:46
they reclaimed
50 million dollars of revenue,
50 million dollars of revenue,
147
454650
3066
他们重新声明取回了 5 亿美元的财政收入，
07:49
and they also moved from a D rating
to an A rating from their customers.
to an A rating from their customers.
148
457716
5018
他们客户那里的评价也从 D 变成了 A 。
07:54
Why? Because there's
alignment from the executive team.
alignment from the executive team.
149
462734
3595
为什么呢？那是因为执行队伍的齐心合作。
07:58
So I'm now on a mission
to help organizations
to help organizations
150
466329
3413
所以我现在的任务就是帮助组织们
08:01
solve their wicked problems
by using collaborative visualization,
by using collaborative visualization,
151
469742
4714
通过合作可视化的方法解决困难的问题，
08:06
and on a site that I've produced
called drawtoast.com,
called drawtoast.com,
152
474456
3018
在一个 drawtoast.com 的网站上
08:09
I've collected a bunch of best practices.
153
477474
3204
我收集了一些最棒的实践练习，
08:12
and so you can learn
how to run a workshop here,
how to run a workshop here,
154
480678
2763
你们可以学习怎么运行一个研讨会，
08:15
you can learn more about
the visual language
the visual language
155
483441
2143
你们可以学习更多视觉语言，
08:17
and the structure of links and nodes that
you can apply to general problem-solving,
you can apply to general problem-solving,
156
485584
4916
以及你可以运用到综合问题、
解决方法上的节点和链接的结构，
解决方法上的节点和链接的结构，
08:22
and download examples of various templates
157
490500
3205
并且可以下载不同的范例模板
08:25
for unpacking the thorny problems
that we all face in our organizations.
that we all face in our organizations.
158
493705
5293
去解决我们组织的困难问题。
08:30
So the seemingly trivial
design exercise of drawing toast
design exercise of drawing toast
159
498998
3622
所以这些看似琐碎的画烤面包的练习，
08:34
helps us get clear, engaged and aligned.
160
502620
4041
使我们更加明确，积极，和团结。
08:38
So next time you're confronted
with an interesting challenge,
with an interesting challenge,
161
506661
2948
所以，下一次你遇到一个有趣的挑战，
08:41
remember what design has to teach us.
162
509609
2334
记住设计所教会我们的。
08:43
Make your ideas visible,
tangible, and consequential.
tangible, and consequential.
163
511943
3831
让你的主意可视，可触摸，有结果。
08:47
It's simple, it's fun, it's powerful,
164
515774
3158
这很简单，有趣，强大，
08:50
and I believe it's an idea
worth celebrating.
worth celebrating.
165
518932
3150
我相信这是一个值得庆祝的主意。
08:54
Thank you.
166
522082
1820
谢谢。
08:55
(Applause)
167
523902
4480
（掌声）
ABOUT THE SPEAKER
Tom Wujec - DesignerTom Wujec studies how we share and absorb information. He's an innovative practitioner of business visualization -- using design and technology to help groups solve problems and understand ideas. He is a Fellow at Autodesk.
Why you should listen
Tom Wujec is a Fellow at Autodesk, the makers of design software for engineers, filmmakers, designers. At Autodesk, he has worked on software including SketchBook Pro, PortfolioWall and Maya (which won an Academy Award for its contribution to the film industry). As a Fellow, he helps companies work in the emerging field of business visualization, the art of using images, sketches and infographics to help teams solve complex problems as a group.
He's the author of several books, including Five-Star Mind: Games and Puzzles to Stimulate Your Creativity and Imagination.
Tom Wujec | Speaker | TED.com