invert

On Saturday morning, as I sat on my cozy couch office sipping a mug of Trader Joe’s Earl Gray tea and reading a book, this concept caught my attention. The author was describing attending a workshop where the presenter asked, “If you wanted to guarantee a terrible customer experience, what would you do?” They went on to briefly describe the problem-solving technique of inversion, where you frame a problem by focusing on what failure would look like. You then invert those failures to figure...