Tag Archives: development

Four Things I Have Learned About Ideas

Four Things I Have Learned About Ideas

GUEST POST from Greg Satell

I’ve always been inspired by ideas. Some, like Aristotle’s logic, shape the world for millennia. Others, like Einstein’s relativity, completely change our conceptions of what is possible. Still others, like mRNA vaccines, seem to emerge at just the right time. Ideas are what have marked humanity’s progress from living in caves to civilizations.

Yet bad ideas can destroy just as completely as good ideas can create. Fascism led Europe to effectively wipe itself out in little more than a decade. Communism relegated hundreds of millions of people to poverty and struggle. Corporate debacles like like Enron, WeWork and Theranos, have shown us that the wrong idea can cost billions.

We need to handle ideas with care, being open enough to new ones so that we don’t miss out on opportunities, but skeptical enough that we don’t get taken in by ones that do harm. What I’ve learned researching innovation and change is that creating, parsing and evaluating ideas is a skill that must be practiced and honed over time. Here are 4 things to keep in mind.

1. Ideas Can Come From Anywhere

Albert Einstein was an outcast in the world of physics when he unleashed four papers on the world that would change the field forever. When Jim Allison discovered cancer immunotherapy, it took him three years to find anyone who would invest in it. Katalin Karikó was told to abandon her research into mRNA vaccines or be demoted.

In The Structure of Scientific Revolutions, science historian Thomas Kuhn explained why breakthroughs so often happen this way. As the world changes and evolves, flaws in existing models become more evident, eventually becoming untenable. That’s what sets the stage for a paradigm shift. “Failure of existing rules is the prelude to a search for new ones,” he wrote.

Yet new paradigms almost always need to be championed by outsiders or newcomers rather than acknowledged experts. As the physicist Max Planck put it “a new scientific truth does not triumph by convincing its opponents and making them see the light, but rather because its opponents eventually die, and a new generation grows up that is familiar with it.”

In Mapping Innovation, I showed how data and real-world experience bear this out. On the innovation platform Innocentive (now Wazoku Crowd), problems tend not to be solved within the domain in which they arose, but by a practitioner in an adjacent field. In fact, a study analyzing 17.9 million papers found the most highly cited work tended to come from highly specialized experts partnering with an outsider.

2. Ideas Need To Develop Over Time

In 1891, Dr. William Coley had an unusual idea. Inspired by an obscure case, in which a man who had contracted a severe infection was cured of cancer, the young doctor purposely infected a tumor on his patient’s neck with a heavy dose of bacteria. Miraculously, the tumor vanished and the patient remained cancer free even five years later.

It was a breakthrough, of sorts, but for more than a 100 years Coley’s work was viewed with skepticism and, in truth, there were serious problems with it. Coley couldn’t explain the underlying mechanism by which an infection could cure cancer and he couldn’t replicate his results with any consistency. When radiation therapy began showing success, most people forgot about Coley’s and his work.

Yet a small cadre of supporters kept the faith alive. His daughter, Helen Coley Nauts, would establish the Cancer Research Institute in 1953 to support immune-based approaches to cancer treatment. Over the next four decades, glimmers of hope would appear from time to time, but no one could make Dr. Coley’s idea work.

Then, in 1995 there was a breakthrough. Following a hunch, Jim Allison figured that maybe the problem wasn’t that our bodies couldn’t identify and fight cancer cells, but that something was switching the immune response off. If we could switch it back on, we would have a completely new tool to fight cancer. Allison would win the Nobel Prize for his work on the development of the first cancer immunotherapy drug in 2018.

Dr. Coley had the right idea from the start, but it wasn’t enough. It would take over a century to develop better understanding of cancer, genomics, as well as tools like recombinant DNA to make it work. Literally thousands of researchers worked around the globe for decades to make good on an initial insight.

3. Ideas Need Ecosystems

When Jim Allison was finishing up graduate school in the early 1970s, they had just discovered T cells and he was fascinated. He would later tell me how he was amazed about how all these things could be flying around our bodies killing things and somehow not hurt us. He decided to focus his career on figuring out how it all worked.

Over the next decade, Jim and his colleagues started piecing together a larger picture of how the immune system worked through a vast array of signals and receptors that regulate our immune response, triggering it to increase activity and to shut down once the threat has dissolved. A colleague had noticed that one of these molecules inhibited tumor growth.

Dr. Coley and Jim Allison occupied world’s. To Coley, the immune system was like an on/off switch and, triggering the immune system should lead directly to an immune response to fight cancer. Yet Allison was part of a much larger ecosystem that led to a different understanding that allowed him to target a specific receptor in the regulation system. That opened the floodgates and now cancer immunotherapy is a major field of its own.

The simple fact is that ideas need ecosystems. Look at any major technology and it’s not the initial invention that creates the impact, but the secondary and tertiary technologies. Electricity needed appliances to change the world. The internal combustion engine needed vehicles. Computers needed software and the Internet.

We can’t just look at nodes, but must consider networks. It’s through those connections that we create the combinations that can help us solve important problems.

4. You Need To Let The Muse Know You’re Serious

One of the toughest things about ideas is that they can only be validated forward, never backward. You never know if you have the right idea until it’s been tested in the real world and, even then, there could be some confounding factor you may be missing. As Kevin Ashton put it, “Creation is a long journey, where most turns are wrong and most ends are dead.”

That’s tough work. You can’t just expect lightning to strike. Truly creative people know you have to work at it every day. Sometimes it goes easier and sometimes it’s a bit tougher. There are constant disappointments and true epiphanies are rare. But if you keep with it you’ll find that most days you can come up with something, even if it’s something small.

Somebody told me once that you have to let the muse know that you’re serious. Producing ideas leads to more ideas, which allows you to start creating connections between them. The more you produce, the better the chances are that some of those connections will be novel and lead to something important. That’s how you produce an idea that matters.

But even then the work isn’t over, because the world your idea enters into keeps evolving and changing. That’s why you need to share it and encourage others to build on it so that it can grow and reach its true potential. Ideas must combine and recombine so that they can memetically evolve. For our ideas to succeed, we need to serve them well.

As Daniel Dennett put it, “A scholar is just a library’s way of making another library.”

— Article courtesy of the Digital Tonto blog
— Image credit: Google Gemini

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Six Key Habits of Great Leaders

Six Key Habits of Great Leaders

GUEST POST from David Burkus

In a world of growing complexity and seemingly constant crisis, we need great leaders more than ever. But when you look at the stories in the press or check the staggering numbers of burnout and disengagement in surveys, it seems like fewer and fewer leaders are rising to the challenge. It starts to seem like becoming a great leader is too complicated and nearly impossible.

But when you survey people on what makes them appreciate and follow leaders, it turns out there are just a few simple habits that set great leaders apart. Simple, but not necessarily easy.

In this article, we will explore what great leaders do across six key habits that make them influential and their teams successful.

1. Promote Purpose

The first habit great leaders do is to promote purpose. Great leaders understand the importance of connecting the larger organizational purpose to specific projects and tasks. They are able to do more than regurgitate the mission statement of the organization. They can draw a connection between the organizational purpose and the work of their specific team. In doing so, they inspire their team members to see the bigger picture and understand how their contributions align with the overall goals. Furthermore, great leaders shift the conversation towards “who” benefits from the work and promote pro-social purpose. This helps team members feel a sense of fulfillment and motivation in their work, knowing that they are making a positive impact.

2. Clarify Vision

The second habit great leaders do is to clarify vision. A clear vision is crucial for the success of any organization, and great leaders excel at explaining what success looks like and where the organization is heading. They are able to paint a vivid picture of the world or the specific people the organization serves and what it will look like when the vision is achieved. Even when plans change, great leaders provide a clear vision of what a good job looks like. They use the concept of “commander’s intent” to communicate the vision of a successful mission, ensuring that even in constant turmoil, everyone understands the desired outcome and can align their efforts accordingly.

3. Create Accountability

The third habit great leaders do is to create accountability. Great leaders understand the importance of holding people accountable to their jobs and calling them up to a higher standard. They ensure that individuals are held accountable to the result, not just the tasks. By providing the necessary resources for individuals to achieve their goals, great leaders empower their team members to take ownership of their work and deliver exceptional results. Leaders provide autonomy to team members, allowing them to decide how the work gets done. But they’re also reminding everyone on the team that autonomy means greater accountability to the team, not less. They are leaders who hold their team to a higher standard and encourage them to perform even greater.

4. Provide Fair Feedback

The fourth habit great leaders do is provide fair feedback. Feedback is a crucial tool for growth and development, and great leaders excel at providing fair feedback. They tailor their feedback to the individual’s situation, skills, resources, and accountability goals. Great leaders give feedback that is in equal proportion of positive to negative, focusing on building upon the great things. Poor leaders often spend most of their coaching time on constructive criticism—which can be demotivating and decrease performance. Instead, great leaders create a balance between appreciation and constructive criticism to motivate and improve performance, ensuring that team members feel valued and supported in their professional growth.

5. Build Safety

The fifth habit great leaders do is to build safety, as in psychological safety. A psychologically safe environment is essential for fostering innovation and growth, and great leaders understand this. They provide feedback in a way that does not blame individuals for things outside of their control, encouraging transparent and honest conversations about failures to extract lessons and improve. By establishing a culture of safety, great leaders create an atmosphere where team members feel comfortable taking risks and learning from their mistakes. This leads to increased creativity, collaboration, and ultimately, success.

6. Develop Oneself

The final habit great leaders do is to develop themselves. Great leaders recognize the importance of continuous learning and self-improvement. They take responsibility for developing themselves as well as others. With a growth mindset, they actively seek out new information and skills, constantly striving to become better leaders. Great leaders understand that they need to develop themselves in the areas that their team needs in order to be better leaders. By investing in their own growth, they set an example for their team members and inspire them to also pursue personal and professional development.

The habits discussed in this article are what make great leaders worth following. They’re simple, but not necessarily easy. And they need to be done on a regular basis. But great leaders understand the importance of these habits and strive to incorporate them into their leadership style. By promoting purpose, clarifying vision, creating accountability, providing fair feedback, building safety, and developing oneself, leaders can inspire their teams to do their best work ever.

Image credit: Pixabay

Originally published on DavidBurkus.com on August 21, 2023

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Collaborative Design: Involving Users in Development

Collaborative Design: Involving Users in Development

GUEST POST from Chateau G Pato

In the relentless pursuit of innovation, many organizations still fall prey to a common pitfall: developing products and services in isolation. They invest significant resources in R&D, only to discover, often too late, that their brilliant new offering misses the mark entirely with the very people it’s intended to serve. This isn’t just inefficient; it’s a fundamental misunderstanding of how true value is created in today’s rapidly evolving marketplace.

The answer, as I’ve championed for years, lies in embracing collaborative design. This isn’t just about collecting user feedback at the end of a development cycle; it’s about embedding users – your customers, your employees, your stakeholders – directly into the design process from its earliest stages. It’s about recognizing that the people who will ultimately use your solution possess invaluable insights that no internal team, however brilliant, can fully replicate.

Why Collaborative Design is No Longer Optional

The shift from a product-centric to a human-centric approach is not a trend; it’s an imperative. Digital transformation, increased competition, and heightened customer expectations mean that intuitive, valuable, and delightful user experiences are the bedrock of success. Collaborative design achieves this by:

  • Reducing Risk: Early user involvement helps identify flaws, unmet needs, and potential pain points long before significant investment is made, saving costly rework and potential failure.
  • Increasing Adoption & Satisfaction: When users feel a sense of ownership and contribution, they are far more likely to embrace and advocate for the final product, leading to higher customer satisfaction scores and potentially increased market share.
  • Fostering Innovation: Users often present novel perspectives and unexpected use cases that internal teams might never conceive, leading to truly groundbreaking solutions.
  • Building Empathy: Direct interaction with users cultivates a deeper understanding of their world, challenges, and aspirations within the development team.
  • Accelerating Time to Market: By getting it right the first time, or at least closer to right, iterations become more focused, streamlining the development cycle and reducing overall development costs.

Putting Collaborative Design into Practice

So, how do organizations effectively integrate users into their design process? It starts with a mindset shift and then moves into adopting practical methodologies. Critically, selecting a diverse and representative sample of users is vital, and maintaining their engagement through transparent communication and recognizing their contributions ensures long-term commitment.

  • Empathy Mapping & Persona Creation: Before building anything, deeply understand who your users are. Workshops involving cross-functional teams and actual users can create rich, actionable personas. Modern tools like Miro or FigJam can facilitate these collaborative sessions remotely.
  • Co-creation Workshops: Bring users directly into brainstorming and ideation sessions. Tools like design thinking workshops, LEGO® Serious Play®, or even simple whiteboard sessions can facilitate this. Encourage a safe space for all ideas.
  • Prototyping & User Testing: Move beyond static mock-ups. Create low-fidelity prototypes quickly and get them into the hands of users for rapid feedback. Observe their interactions, ask open-ended questions, and iterate. Platforms like Figma or Adobe XD, coupled with user testing services, streamline this process.
  • Feedback Loops & Iteration: Establish continuous channels for feedback. This isn’t a one-time event; it’s an ongoing dialogue that informs continuous improvement. Agile development methodologies inherently support this iterative, user-centered approach.
  • Community Building: For ongoing products, foster online communities or user groups where users can share ideas, report issues, and contribute to future roadmaps, effectively becoming extended members of your innovation team.

While challenges like organizational resistance, time constraints, and managing divergent feedback can arise, they are surmountable. Start small, demonstrate early wins, and consistently communicate the tangible benefits of user involvement to build internal champions.

Case Studies in Collaborative Success

Case Study 1: Healthcare.gov (Post-Launch Fixes)

While the initial rollout of Healthcare.gov was famously problematic due to a lack of user-centered design, its subsequent turnaround serves as a powerful testament to collaborative design. After the disastrous launch, a team of tech experts, user experience designers, and government officials worked collaboratively, crucially involving real users and front-line healthcare navigators in iterative redesigns. They simplified workflows, improved navigation, and addressed pain points based on direct user feedback and testing. This collaborative effort, driven by urgent need, transformed a failing system into a functional and widely used platform, demonstrating that even significant missteps can be corrected through a focused, user-centric approach and direct user engagement.

Case Study 2: IDEO and the Shopping Cart

Perhaps one of the most famous examples of collaborative design is IDEO’s redesign of the shopping cart. Instead of just asking people what they wanted, IDEO’s designers observed shoppers, store employees, and even manufacturers interacting with existing carts. They conducted brainstorming sessions with a diverse group, including a former olympic fencer (for agility), a structural engineer, and a materials specialist. They rapidly prototyped dozens of concepts, involving potential users in hands-on testing in simulated retail environments. The result was not just an aesthetically pleasing cart, but one that addressed real-world problems like maneuverability, child safety, and ease of use for both customers and store staff, showcasing the power of diverse perspectives and rapid iteration with constant user involvement.

The Future is Co-Created

In a world where change is the only constant, the ability to adapt and evolve your offerings in lockstep with user needs is paramount. Collaborative design is not just a methodology; it’s a philosophy that empowers organizations to create solutions that are truly desired, truly useful, and ultimately, truly successful. It transforms users from passive consumers into active partners in innovation, forging stronger relationships and building products that not only meet expectations but delight and inspire. The future of innovation isn’t just about what you build, but with whom you build it. Are you ready to invite your users to the table?

Extra Extra: Because innovation is all about change, Braden Kelley’s human-centered change methodology and tools are the best way to plan and execute the changes necessary to support your innovation and transformation efforts — all while literally getting everyone all on the same page for change. Find out more about the methodology and tools, including the book Charting Change by following the link. Be sure and download the TEN FREE TOOLS while you’re here.

Image credit: Dall-E

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The Role of Employee Training and Development in Enhancing Customer Experience

The Role of Employee Training and Development in Enhancing Customer Experience

GUEST POST from Art Inteligencia

In today’s highly competitive business landscape, delivering exceptional customer experiences has become the key differentiator for organizations across industries. To achieve this, companies are starting to recognize the pivotal role that employee training and development play in enhancing customer satisfaction. A well-trained and motivated workforce can provide better service, build lasting relationships with customers, and create advocates for the brand. This article will discuss the significance of employee training and development in enhancing customer experience, supported by two case study examples.

Case Study 1: Zappos

Zappos, an online shoe and clothing retailer, excels in customer service and is often cited as a prime example of how training and development initiatives can revolutionize the customer experience. Zappos believes that happy employees lead to happy customers, and they invest heavily in employee development programs.

The company’s onboarding process is unique. New employees undergo an immersive four-week training program that covers Zappos’ core values, culture, and customer service philosophies. Call center employees receive intensive training on active listening, problem-solving, and empathy techniques, enabling them to address customers’ concerns effectively.

The training doesn’t stop after onboarding. Zappos follows an open-door policy, allowing employees to access support and training resources whenever needed. The company encourages collaboration and learning through continuous coaching, mentoring, and workshops. By prioritizing employee training and development, Zappos has created a workforce that is genuinely passionate about delivering exceptional customer experiences.

As a result, Zappos receives numerous positive customer reviews and boasts an impressive customer loyalty rate. The company’s success is a testament to the impact employee training and development can have on enhancing the customer experience.

Case Study 2: The Ritz-Carlton

The Ritz-Carlton Hotel Company is renowned worldwide for its impeccable customer service and luxury experience. The organization firmly believes that delivering outstanding customer experiences starts with investing in employees.

The Ritz-Carlton takes a unique approach to employee empowerment through a program called “The Ritz-Carlton Mystique.” The program encourages employees to take ownership of their roles and empowers them to make decisions that enhance the guest experience within specific guidelines.

To ensure that employees understand the company’s service values, all new employees, regardless of their position, attend an intensive onboarding program known as “The Ritz-Carlton Experience.” This program instills the service philosophy and standards expected of employees to deliver exceptional customer experiences consistently.

The company also emphasizes ongoing training and development to enhance skills and knowledge. Employees have access to various learning opportunities, including on-the-job training, mentoring, leadership development programs, and continuous performance feedback.

Through these initiatives, The Ritz-Carlton has created a culture that cultivates excellence in customer service. Empowered employees who possess the skills and knowledge to handle any situation efficiently elevate the overall customer experience, leading to exemplary guest satisfaction and loyalty.

Conclusion

Employee training and development play a critical role in enhancing the customer experience in organizations across industries. The case studies of Zappos and The Ritz-Carlton provide compelling evidence of how investing in employees’ skills, knowledge, and empowerment leads to improved customer satisfaction and loyalty.

Companies should recognize that training and development should be an ongoing endeavor, with emphasis placed on understanding customers’ needs, effective communication, problem-solving, and a customer-centric mindset. By prioritizing these aspects, businesses can create a workforce that is equipped to deliver exceptional customer experiences, resulting in a strong competitive advantage.

EDITOR’S NOTE: Braden Kelley’s Problem Finding Canvas can be a super useful starting point for doing design thinking or human-centered design.

“The Problem Finding Canvas should help you investigate a handful of areas to explore, choose the one most important to you, extract all of the potential challenges and opportunities and choose one to prioritize.”

Image credit: Unsplash

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