Three thoughts on problem prevention

In Upstream, Dan Heath talks about the challenge of preventing problems from happening. This quest to move "upstream" involves several deterrents. Metrics to evaluate success are difficult to obtain. People may not even appreciate how much trouble you've spared them. Examples of upstream solutions include preserving the ozone layer, child safety seats, and reducing the need for calling Expedia customer service. Bigger possibilities include curbing domestic violence, increasing graduation rates in low-income neighborhoods, and incentivizing preventive healthcare procedures instead of reactive ones. While Dan acknowledges that upstream solutions may be difficult to scale up, he nonetheless hopes everyone will support the concept of designing environments and systems to root out avoidable suffering.

Takeaways:
1. Start thinking differently. The first issue to address is a fixed mindset about problems, when people believe difficult circumstances are permanent. For whatever reason, they've accepted the idea that a solution doesn't exist, nor can they generate one. This is when we need to use the design process, which includes asking "what if." When we first opened our pharmacy, marketers would call throughout the day to check how many prescriptions we've received. Although we were happy to help them gauge their progress, talking with them took us away from other work we had to do. To remove the interruptions, we set up an online spreadsheet so they could see the prescriptions received in real time. Unless they had a question about information on the spreadsheet, the calls stopped.

2. Start small. People often feel overwhelmed and helpless when discussing solutions for big social issues, like homelessness. No one says you have to be the hero, every time. Instead, begin experimenting with the concept in simple ways, much like in the example above. Another basic implementation we used for our pharmacy was installing a keypad lock on our door. Prior to this, employees would lock themselves out whenever they had to step outside. In order to avoid having to knock and wait to be let back in, they would prop the door open, risking the chance of strangers entering the pharmacy. With the keypad in place, they could let themselves in while still limiting pharmacy access to employees.

3. Act now. Applying this kind of thinking to your life is a habit like any other, which means you get better with practice. Until you take action, you won't get used to seeing everything around you through this lens. Asking yourself "What could help me bypass this problem altogether?" is a great place to begin. By trusting there's always a better way, you can continue to tinker with current methods. When Dan kept forgetting to pack his computer's power cord, he bought a second one to keep in his suitcase to never worry about this problem again. This simple example shows you just how easy it is to begin. Prompt action is easier with small challenges. Solutions don't have to be flashy - just effective.

Just like the other books from the Heath brothers, Upstream is engaging and inspiring. Upstream work can be tiring and discouraging. However, for workers who prioritize significance, the opportunity to leave a legacy like this is too important to pass up. Upstream workers don't focus on getting credit or benefit from their work. They just want to make tomorrow easier for everyone.

"Intellectuals solve problems; geniuses prevent them." ~ Albert Einstein