Tag Archives: Human-centered Innovation

A People-First Perspective on Corporate Innovation

GUEST POST from Stefan Lindegaard

As we ponder on corporate innovation, our minds often dart to the latest technologies, inventive solutions, or groundbreaking business models. While these components have their place, my 25-year journey, dotted with experiences from hundreds of innovation teams, has shown me a deeper truth: people form the core of corporate innovation. It is the individuals in an organization, their mental frameworks, and their team dynamics that truly drive innovation.

People-First Innovation: More Than Just Ideas and Tech

Innovation goes beyond simply developing new ideas or adopting the latest technologies. It’s about weaving the ethos of innovation into the fabric of our organizations. This means aligning innovation with our deeply-held values, principles, and strategic ambitions. It calls for a consistent commitment to continuous evolution, growth, and improvement.

A people-first approach stands at the heart of this innovation-friendly environment. This entails fostering a culture where creativity is celebrated, risk-taking is seen as courage, and learning from one’s actions is the norm. It requires an environment that champions psychological safety, a space where everyone feels comfortable voicing their ideas, taking calculated risks, and learning from their experiences, whether successful or not. In this environment, innovation is demystified and becomes a natural part of our day-to-day operations.

Leadership: Shaping a People-First Culture

Leaders play a pivotal role in molding a people-first culture. They have the responsibility to set the tone for an environment that cultivates innovation. This involves promoting open and respectful dialogue, appreciating the value of diverse viewpoints, and fostering collaborative and effective teamwork.

The challenge for leaders lies in harmonizing their attention between immediate operational tasks and the nurturing of this culture. It is common for leaders to become absorbed in the pressing tasks of today, inadvertently sidelining the equally important task of shaping tomorrow’s culture. To genuinely embrace a people-first approach, leaders need to prioritize building a supportive, innovation-friendly environment.

People: The Heart of Innovation

People are the driving force behind innovation. They generate the ideas, share them, evaluate them, and refine them into tangible, impactful outcomes. You can have the most brilliant minds in your organization, but without the conducive team dynamics to harness that intelligence, the innovation potential remains dormant.

The Innovation Ecosystem: A Collaborative Endeavor

Corporate innovation isn’t an isolated phenomenon confined within the walls of a company. It reaches out to external stakeholders – customers, partners, and even competitors. Innovation in today’s world is a collaborative endeavor, often taking place within intricate networks or ecosystems.

These ecosystems act as fertile grounds for the cross-pollination of diverse perspectives, varied knowledge bases, and a broad range of skills. This melting pot leads to more comprehensive and holistic solutions to complex problems. The interactions and collaborations within this ecosystem are the engines of innovation, highlighting the paramount importance of people and their relationships.

The Way Forward: Customizing Your Innovation Journey

Every organization is distinct, each with its unique set of values, principles, and strategic goals. Therefore, an approach to corporate innovation should be individually tailored to resonate with these unique characteristics.

In my experience, a people-first approach really works. It can be tough because it’s different from what most companies have been doing for years. But by putting people at the center and creating a supportive environment, companies can reach their full potential for innovation. Yes, it takes effort, but the results are worth it.

Remember, this is just one perspective in the vast and dynamic field of corporate innovation. It would be great to hear your thoughts on this people-first approach and your take on other key elements for successful corporate innovation.

The images in my original LinkedIn post give you a further idea of my perspectives on corporate innovation. Get in touch if you want to discuss ideas or learn together!

Image Credit: Pexels

Sign up here to get Human-Centered Change & Innovation Weekly delivered to your inbox every week.

Top 10 Human-Centered Change & Innovation Articles of November 2022

Leave a reply

Top 10 Human-Centered Change & Innovation Articles of November 2022 Drum roll please…

At the beginning of each month, we will profile the ten articles from the previous month that generated the most traffic to Human-Centered Change & Innovation. Did your favorite make the cut?

But enough delay, here are November’s ten most popular innovation posts:

Human-Centered Design and Innovation — by Braden Kelley

Four Ways to Overcome Resistance to Change — by Greg Satell

What to Do When You Don’t Know What to Do — by Mike Shipulski

5 Simple Steps for Launching Game-Changing New Products — by Teresa Spangler

Why Small Teams Kick Ass — by Mike Shipulski

Crabby Innovation Opportunity — by Braden Kelley

Music Can Make You a More Effective Leader — by Shep Hyken

Lobsters and the Wisdom of Ignoring Your Customers — by Robyn Bolton

Asking the Wrong Questions Gets You the Wrong Answers — by Greg Satell

Brewing a Better Customer Experience — by Braden Kelley

BONUS – Here are five more strong articles published in October that continue to resonate with people:

Three HOW MIGHT WE Alternatives That Actually Spark Creative Ideas — by Robyn Bolton

Bridging the Gap Between Strategy and Reality — by Braden Kelley

Ice Cream Dreams — by John Bessant

Have the Courage to be Wrong — by Mike Shipulski

What’s Next – Through the Looking Glass — by Braden Kelley

If you’re not familiar with Human-Centered Change & Innovation, we publish 4-7 new articles every week built around innovation and transformation insights from our roster of contributing authors and ad hoc submissions from community members. Get the articles right in your Facebook, Twitter or Linkedin feeds too!

Have something to contribute?

Human-Centered Change & Innovation is open to contributions from any and all innovation and transformation professionals out there (practitioners, professors, researchers, consultants, authors, etc.) who have valuable human-centered change and innovation insights to share with everyone for the greater good. If you’d like to contribute, please contact me.

P.S. Here are our Top 40 Innovation Bloggers lists from the last two years:

Top 40 Innovation Bloggers of 2020

Top 40 Innovation Bloggers of 2021

Sign up here to get Human-Centered Change & Innovation Weekly delivered to your inbox every week.

Effective Facilitation for All

Leave a reply

How Leadership Fundamentals Benefit Everyone

Effective Facilitation for All

GUEST POST from Douglas Ferguson

Effective facilitation isn’t limited to the inner workings of staff meetings. True facilitation goes beyond simply setting an agenda: it’s a mindset, framework, and way of being.

Excellent facilitators know how to get the best out of their teams and design conversations that are innovative, exciting, and productive.

In this article, we explore how the fundamentals of facilitation affect an organization in the following topics:

Leading with Great Expectations
Effective Facilitation for Everyone
Facilitation with a Purpose

Leading with Great Expectations

At its core, great facilitation is an engaging conversation. In practicing effective facilitation, leaders make sure all communication is as clear and thoughtful as possible. Facilitators can begin this conversation by intentionally setting their expectations with all stakeholders in every conversation, meeting, and project.

Often, meetings end with attendees unaware of their colleagues’ and leaders’ expectations. By focusing on effective facilitation, leaders can identify and communicate their expectations as well as the expectations of everyone else in the room.

Consider the following facilitation fundamentals when identifying others’ expectations and needs ahead of a meeting:

Personal Preparation

Preparation is essential for any form of facilitation. Whether you’re leading a meeting or heading up a project, participants expect you to come prepared. Demonstrate proper facilitation techniques by preparing to be physically, emotionally, and mentally ready for your presentation.

Practice

Practice is the next step in proper facilitation. In practicing, you’ll be able to review your process and identify any areas needed for adjustment. Moreover, practicing will help you visualize your upcoming session, anticipate problems, and prepare alternative plans should something go wrong.

Process

Effortless facilitation follows a seamless process designed specifically for your audience. Facilitators have a variety of processes to choose from, including strategic planning, problem-solving, decision-making, and more.

Place

Your physical or virtual environment plays an important role in your facilitation ventures. It’s essential to be as intentional as possible in selecting the space for your next session. Consider the requirements for a space, such as the size of the room, what equipment is needed, and any other elements that may affect the flow of your meeting.

Purpose

The purpose may be the single most important component of effective facilitation. Your purpose will outline the end goal of a meeting and will communicate why the session is taking place.

Perspective

Perspective is as essential to effective facilitation as the purpose. Your perspective allows you to contextualize the goals, mission, vision, and purpose of your meeting.

Product

As effective facilitation hinges on meeting with a purpose, understanding what that purpose will produce is just as important. Consider what deliverables should be created by the end of a project, meeting, or conversation. Additionally, be sure to define the most important goals and actionable steps required to achieve them.

People

Facilitate with intention by identifying who should be in attendance. Learn more about each participant by researching the bias, potential barriers, and preconceived ideas that they may bring to each meeting. Likewise, be sure to highlight their strengths to further assess how they can be an asset in your conversation.

Effective Facilitation for Everyone

Integrating effective facilitation skills and techniques goes far beyond the walls of a meeting. A facilitative approach to leadership zeroes in on the positives of leading an active and engaged group. Facilitation techniques such as active listening and encouragement work to stimulate participative group conversation and collaboration.

Every member of an organization can benefit from the power of facilitative leadership. Leaders that demonstrate and embody proper facilitation skills can impart these practices to their employees.

Facilitation techniques benefit employees in the following ways:

1. Fostering Collaboration and Learning

Facilitation skills are essential in encouraging an environment of collaboration and learning. Encouraging team members to look at a situation from a different perspective, consider new solutions, and understand how to bring the best out of each other will result in the most productive experiences.

In creating a culture of learning, leaders should take the time to learn from their teams as well. Giving your employees a platform to offer their own insights is the best way to invite them into this collaborative process of co-creating learning.

2. Getting More From Meeting Attendees

As employees adopt the elements of effective facilitation, they’ll bring more of their skills, focus, and energy to each meeting. Equipped with the skills to act as influencers amongst their peers, each employee will become an active participant in the meeting, encouraging each other to make the most out of their time together.

3. Improving Productivity

As team members work together on various projects, effective facilitation skills allow them to move forward in the most productive, cost-effective, and timely manner. When employees incorporate their finely-honed facilitation skills, they work together efficiently, converse productively, and solve problems effectively. Ultimately, facilitation fundamentals allow everyone from team members to management to make the most of their time at work.

4. Boosting Group Dynamics

Incorporating effective facilitation skills helps improve group dynamics as well. All team members benefit from improved communication strategies, both in and out of the structured setting of meetings. These strategies allow all participants to better express their thoughts, opinions, and concerns as they work together to achieve a common goal.

Teams that invest in developing their communication skills are likely to retain the best employees. Statistics show that organizations that practice strong communication skills experience 50% less attrition overall.

5. Encouraging Active Participation

While effective facilitation is often considered from a leadership perspective, it is also an excellent catalyst in driving employee participation. Oftentimes, team members don’t feel comfortable enough to share their true opinions in a meeting. Moreover, they tend to bring the bare minimum to the workplace if they don’t feel as though their participation, efforts, and insights are valued.

Organizations that champion effective facilitation as part of their company culture are actively shaping an environment that makes employees feel as though they are truly part of their team. Feeling this sense of psychological safety allows all stakeholders to feel comfortable enough to put their all into their work.

6. Encouraging Team Competency

Leaders that excel in facilitation techniques are able to engender a sense of self-efficacy in their team. Oftentimes, leaders fail to go beyond methods of coaching to help their team members understand and internalize pertinent information. Effective facilitation helps to bridge the gap of competency in an organization.

Leaders must encourage team members on the path toward true competency. This approach to facilitation is essential to incorporate a culture where facilitation skills are easily transferable.

Lauren Green, Executive Director of Dancing with Markers, shares that the path to competency starts with meeting employees where they are:

“First, you’re unconsciously incompetent. You’re unconscious. And then you become aware [of] your incompetence, and then you’re consciously competent. And then you start to grow your skills. So then you’re consciously competent. And then when you don’t have to think about it anymore, then you’re unconsciously competent.”

Facilitation with a Purpose

Just as the purpose is a powerful tool in leading a meeting, it’s also essential in building effective facilitation skills in others. Intentionally investing in facilitation training allows organizations the opportunity to teach, practice, and embody the structured techniques of effective facilitation.

The nature of effective facilitation is that nothing can take place without purpose. From managing meetings to running projects, leading with the fundamentals of facilitation helps every facet of an organization run smoothly.

Lead with purpose by focusing on the following effective facilitation practices:

Listening first and speaking second
Leading with effective communication
Managing time and tracking deadlines
Asking intentional questions
Inviting others to engage
Creating a focused and psychologically safe environment
Providing unbiased objectivity
Acting as a decider in group discussions

Effective facilitation benefits everyone, whether you’re leading a meeting or encouraging employees to take their leadership skills to the next level. At Voltage Control, we help leaders and teams harness the power of facilitation. Contact us to learn how to apply these fundamentals to your organization.

Article originally published on VoltageControl.com

Image credit: Pexels

Sign up here to get Human-Centered Change & Innovation Weekly delivered to your inbox every week.

Designing for Impact

Leave a reply

How to Measure Success in Human-Centered Projects

Designing for Impact - How to Measure Success in Human-Centered Projects

GUEST POST from Chateau G Pato

As I engage with organizations striving for meaningful innovation, a recurring question arises: how do we truly measure the success of human-centered projects? Too often, we fall back on traditional metrics like ROI or efficiency gains, which, while important, fail to capture the full impact of designs rooted in human needs and aspirations. Designing for impact requires a more nuanced and holistic approach to measurement, one that considers not just the bottom line, but also the positive changes we create in people’s lives and the world around us.

Human-centered design is, at its core, about creating solutions that are desirable, feasible, and viable. While viability often translates to traditional business metrics, desirability and feasibility are deeply intertwined with human outcomes. Did the solution genuinely address the users’ needs? Did it improve their experience? Did it empower them in some way? These are the questions that should drive our measurement of success. Simply launching a product or implementing a service isn’t the finish line; the true measure lies in the positive change it generates for the people it’s intended to serve. This requires a shift from measuring outputs to measuring outcomes, and even further, to measuring impact on human lives and well-being.

To effectively measure the success of human-centered projects, we need to develop a comprehensive framework that incorporates both quantitative and qualitative data. This framework should consider the following dimensions:

User Satisfaction and Experience: Gathering feedback directly from users about their experience with the solution, using methods like surveys, interviews, and usability testing.
Behavioral Changes: Observing and measuring changes in user behavior as a result of the implemented solution. Are they adopting it? Are they using it in the intended way? Is it leading to desired actions?
Impact on Goals: Assessing how the solution contributes to the users’ individual or collective goals. Is it helping them achieve what they set out to do more effectively or efficiently?
Broader Societal and Environmental Impact: Evaluating the wider consequences of the solution, considering its effects on the community, the environment, and overall well-being.
Long-Term Value and Sustainability: Assessing the long-term viability and positive impact of the solution over time. Is it creating lasting change?

Case Study 1: Redesigning Public Services for Citizen Well-being

The Challenge: Low Citizen Engagement and Inefficient Service Delivery

A local government in a neighboring region was facing low citizen engagement with its online services and persistent inefficiencies in service delivery. Residents found the online portals confusing and difficult to navigate, leading to frustration and increased calls to already strained customer service lines. The “traditional” success metrics focused on website traffic and the number of transactions processed online, but these metrics didn’t reflect the actual experience or satisfaction of the citizens.

The Human-Centered Approach and Measurement:

The government adopted a human-centered design approach to redesign its online services. This involved extensive user research, including interviews and usability testing with residents of diverse backgrounds and tech savviness. The redesign focused on creating intuitive navigation, clear language, and a user-friendly interface. To measure success, they went beyond website analytics. They implemented satisfaction surveys integrated directly into the online portals, conducted follow-up interviews to understand the impact on citizens’ lives (e.g., time saved, reduced stress), and tracked the decrease in calls to customer service. They also looked at the behavioral changes, such as the increased adoption rate of online services for tasks that previously required in-person visits. The “impact on goals” was measured by how effectively citizens could now access and complete necessary tasks online.

The Results:

The redesigned online services saw a significant increase in user satisfaction scores (measured through the integrated surveys and interviews). There was a marked decrease in calls to customer service, freeing up resources for more complex issues. Citizen adoption of online services for key tasks increased substantially, indicating a positive behavioral change. Ultimately, the project’s success was measured not just by the efficiency gains for the government, but by the improved ease and convenience for the citizens, leading to a greater sense of civic engagement and well-being. The long-term value was evident in the sustained high satisfaction rates and the reduced burden on traditional service channels.

Key Insight: Measuring the success of public service design requires focusing on citizen satisfaction, behavioral changes in service adoption, and the impact on their ability to access and utilize essential resources.

Case Study 2: Developing Assistive Technology for Enhanced Independence

The Challenge: Creating Technology that Truly Empowers Individuals with Disabilities

A local non-profit organization was dedicated to developing assistive technologies for individuals with physical disabilities. Their initial attempts focused on technical feasibility, but the adoption rates were lower than expected. The devices, while functional, didn’t always align with the users’ specific needs or integrate seamlessly into their daily lives. The organization realized they needed a more human-centered approach to their design and measurement of success.

The Human-Centered Approach and Measurement:

The organization shifted its focus to deeply understanding the needs and aspirations of the individuals they aimed to serve. They conducted extensive ethnographic research, spending time with potential users in their homes and communities to observe their daily routines and challenges. Based on this research, they co-created new assistive technology solutions with users, incorporating their feedback at every stage of the design process. To measure success, they focused on the “impact on goals”—how the technology enhanced the users’ independence, autonomy, and quality of life. They collected qualitative data through in-depth interviews and longitudinal studies, tracking changes in the users’ ability to perform daily tasks, participate in social activities, and pursue their personal interests. They also looked for behavioral changes, such as increased engagement in activities they were previously unable to do. While sales figures were a factor for sustainability, the primary measure of success was the tangible improvement in the lives and independence of the individuals it serves.

The Results:

The human-centered approach led to the development of assistive technologies that were not only functional but also truly desirable and integrated seamlessly into the users’ lives. The qualitative data revealed significant improvements in the users’ independence, self-esteem, and overall well-being. They reported being able to perform tasks more easily, participate more fully in their communities, and experience a greater sense of control over their lives. The long-term value was evident in the sustained use of the technologies and the ongoing positive impact on the users’ daily experiences. This case highlights that in the realm of assistive technology, success is best measured by the tangible improvements in the lives and independence of the individuals it serves.

Key Insight: In assistive technology and similar fields, the most critical measures of success are the qualitative improvements in users’ independence, well-being, and ability to achieve their personal goals.

Moving Beyond Traditional Metrics

As we continue to champion human-centered innovation, it’s crucial that we evolve our definition of success. By embracing a more holistic and human-centric approach to measurement, we can gain a deeper understanding of the true impact of our work. This involves actively listening to the voices of those we serve, observing changes in their behavior, and evaluating the broader societal and environmental consequences of our solutions. Ultimately, designing for impact means focusing on creating positive and lasting change in the lives of people and contributing to a more humane and sustainable future. It’s about moving beyond simply delivering a solution to creating meaningful and measurable impact.

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: Gemini

Sign up here to get Human-Centered Change & Innovation Weekly delivered to your inbox every week.

Human-Centered Innovation

Leave a reply

Leading with Empathy and Purpose

Human-Centered Innovation

GUEST POST from Art Inteligencia

We are living in an era of accelerated disruption, where agility, adaptability, and authenticity are vital. Organizations that thrive are those that place human beings — their needs, values, and experiences — at the center of their innovation efforts. Human-centered innovation is not a one-time initiative; it’s a leadership philosophy and cultural mindset. It combines empathy, purpose, and co-creation to solve the right problems and deliver sustainable impact.

The Mindset Shift: From Product-First to People-First

Historically, innovation has often been driven by technical feasibility and operational efficiency. While important, these elements alone rarely produce breakthrough outcomes. Human-centered innovation flips the script — starting not with the solution, but with the people experiencing the problem. This mindset demands curiosity, humility, and a deep commitment to designing with — not just for — stakeholders.

Case Study 1: Mayo Clinic’s Center for Innovation

Challenge:

Mayo Clinic wanted to elevate the patient experience and align care delivery more closely with patient needs and expectations.

Approach:

They established the Center for Innovation to embed human-centered design principles into their healthcare system. Teams of clinicians, designers, and technologists collaborated directly with patients to map pain points and ideate solutions. The focus wasn’t just on what could be improved, but what should be improved from the patient’s perspective.

Outcome:

Through co-creation, Mayo Clinic redesigned waiting areas, streamlined appointment systems, and introduced more transparent communication tools. These changes improved patient satisfaction, reduced stress, and fostered stronger doctor-patient relationships — while also enhancing care team productivity and morale.

Principles of Human-Centered Innovation

Empathy-Driven Discovery: Immerse yourself in users’ contexts through ethnographic research, journey mapping, and storytelling.
Inclusive Co-Creation: Involve diverse stakeholders — especially those directly impacted — throughout the innovation process.
Rapid Iteration: Prototype early, test frequently, and learn fast to ensure solutions are viable, feasible, and desirable.
Systemic Thinking: Understand the interdependencies within the ecosystem to design scalable, sustainable solutions.
Purpose-Led Transformation: Align innovation efforts with the organization’s mission and societal impact goals.

Case Study 2: IBM’s Enterprise Design Thinking

Challenge:

IBM needed to reinvigorate its innovation practices to better align product development with evolving customer expectations.

Approach:

They launched Enterprise Design Thinking — a framework designed to embed empathy and agility across the enterprise. Cross-functional teams, including sponsor users, collaborated in iterative cycles of alignment, ideation, and feedback. Tools like Hills (clear problem statements) and Playbacks (structured feedback loops) ensured consistent engagement and learning.

Outcome:

Projects accelerated dramatically, reducing time-to-market by over 50%. User satisfaction scores rose as products better reflected actual needs. Internally, the initiative boosted employee engagement, cross-team collaboration, and a shared innovation language across the organization.

Embedding Human-Centered Change

Innovation isn’t just about ideas — it’s about people driving meaningful change. Leaders must create the conditions for empathy and experimentation to flourish. This means fostering psychological safety, celebrating curiosity, and removing friction from collaboration. Human-centered innovation becomes sustainable when it’s woven into leadership behaviors, reward systems, and strategic priorities.

Ultimately, innovation rooted in human need unlocks greater loyalty, differentiation, and relevance. It ensures we are solving the right problems — not just building faster solutions. And in a world demanding more inclusive, equitable, and regenerative approaches, human-centered design isn’t just an advantage. It’s a responsibility.

Extra Extra: Futurology is not fortune telling. Futurists use a scientific approach to create their deliverables, but a methodology and tools like those in FutureHacking™ can empower anyone to engage in futurology themselves.

Image credit: Pexels

Sign up here to get Human-Centered Change & Innovation Weekly delivered to your inbox every week.

A Human-Centered Approach to Mastering Disruption

Leave a reply

A Human-Centered Approach to Mastering Disruption

GUEST POST from Chateau G Pato

Disruption. The word itself can evoke a sense of panic in the boardrooms of established organizations. It represents the unknown, the sudden shift that threatens to destabilize markets, render existing strategies obsolete, and even collapse empires. Yet, in our volatile, uncertain, complex, and ambiguous (VUCA) world, disruption is not just a possibility; it’s a relentless certainty. The true differentiator for success in this era isn’t about avoiding disruption, but about mastering its management. And at the heart of this mastery lies a profound commitment to human-centered change and innovation. It’s about recognizing that people – your employees, your customers, your partners – are not merely components of the machine, but the very engines of resilience and reinvention.

Effective disruption management transcends mere contingency planning. It demands an organizational culture that is inherently adaptable, relentlessly curious, and deeply empathetic. It requires the courage to challenge assumptions, the agility to pivot rapidly, and the wisdom to learn from every experience – both good and bad. Let’s explore how leading organizations have exemplified these principles through two powerful case studies, revealing the human thread that weaves through their triumph over turbulence.

Case Study 1: The Global Logistics Industry & The COVID-19 Shock

From Supply Chain Gridlock to Agile Lifeline

The dawn of 2020 brought with it a disruption of staggering scale: the COVID-19 pandemic. For the global logistics and supply chain industry, it was an existential shockwave. Traditional systems, built on predictable flows and just-in-time efficiencies, buckled under unprecedented demand surges, crippled by sudden labor shortages, and fractured by international border closures. The world watched as shelves emptied and critical medical supplies became scarce.

However, amidst this chaos, giants like Amazon, FedEx, and a constellation of regional innovators didn’t just survive; they redefined their roles. Their success wasn’t born from static playbooks, but from a dynamic, human-centered response. They rapidly iterated and deployed contactless delivery models, adapting safety protocols not just for efficiency but for the psychological safety of both their workforce and customers. They harnessed the power of real-time data analytics, not just for route optimization, but to predict demand fluctuations and proactively reroute essential goods to areas of greatest need.

Perhaps most profoundly, their leadership empowered frontline employees. Truck drivers, warehouse workers, and delivery personnel became critical innovators, devising on-the-ground solutions for complex, evolving challenges. Leaders listened, decentralized decision-making, and invested in immediate support—from personal protective equipment to rapid retraining. This cultivated an extraordinary level of trust and shared purpose, transforming a fragmented network into a resilient, adaptive lifeline for global communities.

Key Lessons from the Logistics Response:

Distributed Intelligence & Empowerment: Equip and trust your frontline teams; they hold the most immediate insights and often the most pragmatic solutions.
Rapid Experimentation (Build-Measure-Learn): Don’t strive for perfection upfront. Test, learn from feedback, and quickly iterate new solutions, even under immense pressure.
Empathy-Driven Operations: Prioritize the physical and psychological well-being of your employees and customers; their safety and trust are foundational to resilience.
Data as a Human Enabler: Utilize data not just for efficiency, but to inform human decisions and adapt quickly to evolving needs and risks.

Case Study 2: Netflix vs. Blockbuster – The Empathy Divide

A Masterclass in Customer-Centric Disruption

The story of Netflix and Blockbuster is a cautionary tale and a beacon, respectively, in the annals of disruption. Blockbuster, the once-dominant king of video rentals, famously dismissed an opportunity to acquire a nascent Netflix in 2000 for $50 million. Their rationale? Netflix’s DVD-by-mail model seemed niche, and their own late fees were too lucrative to abandon. This was a classic product-centric, rather than human-centered, blind spot.

Netflix, conversely, was built on a foundation of deep customer empathy. They didn’t just offer DVDs; they offered a solution to the frustrations of physical stores, limited choices, and the egregious late fees that plagued Blockbuster’s customers. They listened to the human desire for convenience, variety, and a sense of fairness. As broadband internet became ubiquitous, Netflix didn’t hesitate to disrupt its *own* successful DVD-by-mail model. They recognized the evolving human need for instant gratification and personalization, investing heavily in streaming technology and, crucially, in data-driven content recommendations and original programming.

Blockbuster, meanwhile, clung to its brick-and-mortar legacy, unable or unwilling to shed the very aspects of its business that were becoming pain points for consumers. Their leadership failed to understand the human shift towards digital access and personalized entertainment experiences. Netflix, by consistently putting the customer’s evolving needs at the very core of its strategy – a true demonstration of Human-Centered Change™ in action – didn’t just manage disruption; it orchestrated it, evolving from a DVD service to a global entertainment powerhouse.

Key Lessons from Netflix’s Triumph:

Obsessive Customer-Centricity: Deeply understand and anticipate evolving human needs and frustrations; this is your ultimate compass.
Strategic Cannibalization: Be willing to disrupt your own profitable business models if it serves a superior, emerging customer experience.
Long-Term Vision over Short-Term Myopia: Resist the temptation to prioritize immediate gains when fundamental market shifts are underway.
Culture of Continuous Learning & Adaptation: Foster an organizational mindset that embraces new technologies and business models, even if they seem small or unprofitable at first.

The Human Thread: Cultivating Resilience and Reinvention

These case studies underscore a critical truth: successful disruption management is not a technological problem; it’s a human one. It demands a leadership commitment to fostering environments where curiosity thrives, experimentation is encouraged, and empathy guides every decision. To build an organization capable of not just surviving but thriving amidst continuous disruption, consider these human-centered imperatives:

Cultivate Psychological Safety: Create a culture where speaking up, challenging norms, and even failing fast are embraced as vital components of learning and innovation. Fear is the enemy of adaptation.
Empower the Adaptive Mindset: Invest in continuous learning, providing opportunities for employees to develop skills in areas like design thinking, agile methodologies, and data interpretation. Equip your people to be lifelong learners.
Champion Cross-Functional Collaboration: Break down silos. Disruptive challenges rarely fit neatly into departmental boxes; solutions emerge when diverse perspectives converge and collaborate.
Lead with Radical Transparency & Empathy: During times of uncertainty, clear, honest, and empathetic communication from leadership builds trust and reduces anxiety, freeing people to focus their energy on solving problems.
Design for Human Resilience: Build systems, processes, and a culture that is inherently flexible, capable of absorbing shocks, learning from them, and quickly reconfiguring. This means focusing on human capabilities and adaptability, not just rigid procedures.

Disruption is not a wave to be merely endured; it is a current that can be navigated, harnessed, and even ridden to new horizons. By placing the human element – our innate capacity for innovation, collaboration, and resilience – at the heart of your strategy, you can transform the daunting challenge of disruption into your greatest opportunity for sustained growth and meaningful impact.

Image credit: 1 of 850+ FREE quote slides from http://misterinnovation.com

Sign up here to get Human-Centered Change & Innovation Weekly delivered to your inbox every week.

Developing a Human-Centered Innovation Culture

Leave a reply

Developing a Human-Centered Innovation Culture

GUEST POST from Chateau G Pato

In today’s rapidly evolving business landscape, the importance of cultivating a human-centered innovation culture cannot be overstated. At its core, a human-centered approach to innovation prioritizes the needs, experiences, and well-being of individuals at every stage of the innovation process. By building an environment that encourages creativity, empathy, and collaboration, organizations can generate solutions that truly resonate with their end-users. Let’s explore the principles of human-centered innovation culture and examine two case studies that exemplify this approach in action.

Principles of Human-Centered Innovation

At the heart of a human-centered innovation culture lie several key principles:

Empathy and Understanding: Prioritizing a deep understanding of the needs, motivations, and experiences of the people you serve.
Collaboration: Encouraging diverse teams to work together, bringing multiple perspectives and expertise to the table.
Iterative Process: Embracing a cycle of prototyping, feedback, and continuous improvement.
Openness to Risk: Accepting failure as a learning opportunity and fostering a willingness to take calculated risks.
Long-term Value Creation: Focusing on solutions that generate sustainable value for users and stakeholders.

Case Study 1: IDEO

The Challenge

IDEO, a global design and consulting firm, was tasked with reimagining the traditional shopping cart experience to reduce theft and enhance customer convenience.

The Approach

IDEO embraced a human-centered approach by first spending a significant amount of time observing and interviewing shoppers and store employees to gain insights into the challenges they faced with existing carts. They then assembled a diverse team of designers, engineers, and behavioral experts to collaborate on developing prototype solutions.

The Outcome

The result was a novel cart design with features such as a modular basket system, ergonomic handles, and advanced locking mechanisms. The innovative cart addressed many pain points identified during the research phase, leading to increased user satisfaction and reduced incidents of cart theft.

Case Study 2: Airbnb

The Challenge

Airbnb sought to improve the experience for both hosts and guests by making it easier for property owners to list their accommodations and for travelers to find and book stays that met their needs.

The Approach

Airbnb employed a human-centered design approach by involving users in the design process. They conducted extensive interviews and gathered feedback from both hosts and guests to understand their pain points and aspirations. This user research informed the redesign of the Airbnb platform, emphasizing ease of use, trust, and community.

The Outcome

The redesigned platform resulted in a more intuitive user interface, streamlined booking processes, and enhanced verification features to build trust. This human-centered approach not only improved the user experience but also contributed to Airbnb’s rapid growth and widespread acceptance in the travel industry.

Conclusion

Developing a human-centered innovation culture requires commitment, empathy, and a willingness to truly understand and address the needs of users. Organizations that successfully implement this approach are often rewarded with innovative solutions that stand the test of time. By prioritizing the human element in design and decision-making, companies can create products and services that delight users and drive sustainable growth.

Image credit: Pexels

Sign up here to get Human-Centered Change & Innovation Weekly delivered to your inbox every week.

The Role of Storytelling in Human-Centered Innovation

Leave a reply

The Role of Storytelling in Human-Centered Innovation

GUEST POST from Chateau G Pato

Innovation in today’s rapidly evolving world requires more than just brilliant ideas and technological prowess. It necessitates a profound understanding of human needs and the ability to connect with people on an emotional level. Storytelling serves as a powerful tool in this human-centered innovation landscape, bridging the gap between abstract concepts and tangible human experiences.

The Power of Storytelling

Stories have been a cornerstone of human communication for millennia. They are not just entertainment; they are a profound way to share values, create empathy, and inspire action. In the context of innovation, storytelling can translate complex ideas into relatable narratives, making them more accessible and understandable. Stories allow innovators to envision future scenarios, identify opportunities, and engage stakeholders at a deeper level.

Case Study 1: Airbnb – Creating a Sense of Belonging

When Airbnb was founded, the concept of sharing one’s home with strangers was bewildering to many. To overcome this skepticism, Airbnb leveraged storytelling to humanize hosts and guests, narrating their struggles, dreams, and connections made through their platform. By sharing authentic stories of diverse individuals who used Airbnb to find a sense of belonging, the company instilled trust and fostered community among its users.

Airbnb’s powerful stories showcased not just places to stay but experiences waiting to be had, emphasizing the human connections that the service enabled. This storytelling approach not only fueled their growth but also redefined what an overnight stay could mean.

Case Study 2: IDEO – Human-Centered Design

IDEO, a global design and consulting firm, is synonymous with human-centered design. One of their pivotal projects involved redesigning a shopping cart. Through storytelling, IDEO employees were able to vividly depict the dangers and inefficiencies of traditional shopping carts by focusing on the stories of parents and children using them in real-world settings.

By crafting scenarios that included accidents and frustrations encountered by shoppers, IDEO could not only justify the need for change but also generate empathy among stakeholders. Resultantly, they developed a cart that emphasized safety and ease of use, effectively illustrating how storytelling can highlight needs and drive innovative design solutions.

Conclusion

In conclusion, storytelling is not merely a supplementary communication technique in the realm of innovation; it is a vital component of creating meaningful, human-centered innovations. Whether it is building trust, understanding user needs, or rallying support for change, effective storytelling can transform obscure ideas into actionable and impactful innovations. Companies that embrace storytelling not only create better products and services but also foster a culture that values empathy, understanding, and connection—an essential step towards a more innovative future.

As we continue to explore the intersection of innovation and humanity, let us remember the timeless power of stories to inspire, engage, and transform our collective future.

SPECIAL BONUS: The very best change planners use a visual, collaborative approach to create their deliverables. A methodology and tools like those in Change Planning Toolkit™ can empower anyone to become great change planners themselves.

Image credit: Pixabay

Sign up here to get Human-Centered Change & Innovation Weekly delivered to your inbox every week.

Leveraging Big Data for Human-Centered Innovation

Leave a reply

Leveraging Big Data for Human-Centered Innovation

GUEST POST from Art Inteligencia

In the rapidly changing landscape of business and technology, organizations face unprecedented challenges. To navigate this complex environment, leaders must harness the power of Big Data while maintaining a laser focus on human-centered innovation. When executed effectively, this approach can unveil new pathways for success, aligned with both market needs and the core of human experiences.

The Intersection of Big Data and Human-Centered Design

At the heart of innovation lies a profound understanding of people’s needs, desires, and behaviors. Human-centered design (HCD) provides a framework to empathize with customers and end-users, creating solutions that resonate on personal levels. Big Data complements this framework by supplying the vast, real-time insights necessary to identify trends, predict requirements, and refine innovations.

Integrating Big Data with HCD approaches equips organizations to develop offerings that are not only innovative but also highly relevant, sustaining long-term relationships with customers. Let us explore two compelling case studies that encapsulate this synergy.

Case Study 1: Smart Healthcare Solutions

Context

A leading healthcare provider sought to improve patient outcomes by personalizing treatment plans. Recognizing that standardized approaches often fell short, they embarked on a journey to leverage Big Data for a more tailored approach.

Solution

By deploying wearable sensors and mobile health apps, they collected data on patient activities, vitals, and adherence to medication schedules. Through advanced analytics, doctors gained insights into each patient’s unique lifestyle and health patterns.

Human-Centered Design Integration

These insights were then integrated with patient interviews and journey mapping exercises, aligning treatment plans with individual preferences and life circumstances. Personalized health recommendations and AI-driven alerts were developed, resulting in higher patient engagement and satisfaction.

Results

30% improvement in medication adherence.
20% increase in patient satisfaction scores.
Reduction in hospital readmissions by 15% within the first year.

Case Study 2: Retail Customer Experience Revolution

Context

A global retail giant aimed to redefine customer experience across its digital platforms. With a vast amount of customer interaction data, the company needed to extract insights that could fuel innovative service offerings.

Solution

Using Big Data analytics, they aggregated and processed data from online sales, social media interactions, and customer feedback. Pattern recognition technologies highlighted shifting preferences and unmet needs.

Human-Centered Design Integration

The analytics were integrated into design thinking workshops with cross-functional teams. Prototypes of new digital solutions, including personalized shopping experiences and virtual assistants, were iteratively tested with real customers to ensure alignment with customer desires.

Results

25% increase in online sales conversions.
50% faster resolution times for customer inquiries.
Enhanced brand loyalty, reflected by a 15% rise in repeat customers.

Concluding Thoughts

As these case studies illustrate, the confluence of Big Data and human-centered innovation creates a potent toolset for organizations to thrive. By marrying quantitative insights with qualitative empathy, businesses not only unlock market success but also contribute to meaningful human experiences. As a change and innovation leader, embracing this synthesis is essential to reshape futures, today.

Bottom line: Futurology is not fortune telling. Futurists use a scientific approach to create their deliverables, but a methodology and tools like those in FutureHacking™ can empower anyone to engage in futurology themselves.

Image credit: Pixabay

Sign up here to get Human-Centered Change & Innovation Weekly delivered to your inbox every week.