A New Age Of Innovation and Our Next Steps

A New Age Of Innovation and Our Next Steps

GUEST POST from Greg Satell

In Mapping Innovation, I wrote that innovation is never a single event, but a process of discovery, engineering and transformation and that those three things hardly ever happen at the same time or in the same place. Clearly, the Covid-19 pandemic marked an inflection point which demarcated several important shifts in those phases.

Digital technology showed itself to be transformative, as we descended into quarantine and found an entire world of video conferencing and other technologies that we scarcely knew existed. At the same time it was revealed that the engineering of synthetic biology—and mRNA technology in particular—was more advanced than we had thought.

This is just the beginning. I titled the last chapter of my book, “A New Era of Innovation,” because it had become clear that we had begun to cross a new rubicon in which digital technology becomes so ordinary and mundane that it’s hard to remember what life was like without it, while new possibilities alter existence to such an extent we will scarcely believe it.

Post-Digital Architectures

For the past 50 years, the computer industry—and information technology in general—has been driven by the principle known as Moore’s Law, which determined we could double the number of transistors on chips every 18 months. Yet now Moore’s Law is ending and that means we will have to revisit some very basic assumptions about how technology works.

To be clear, the end of Moore’s Law does not mean the end of advancement. There are a number of ways we can speed up computing. We can, for instance, use technologies such as ASIC and FPGA to optimize chips for specialized tasks. Still, those approaches come with tradeoffs, Moore’s law essentially gave us innovation for free.

Another way out of the Moore’s Law conundrum is to shift to completely new architectures, such as quantum, neuromorphic and, possibly, biological computers. Yet here again, the transition will not be seamless or without tradeoffs. Instead of technology based on transistors, we will have multiple architectures based on entirely different logical principles.

So it seems that we will soon be entering a new era of heterogeneous computing, in which we use digital technology to access different technologies suited to different tasks. Each of these technologies will require very different programming languages and algorithmic approaches and, most likely, different teams of specialists to work on them.

What that means is that those who run the IT operations in the future, whether that person is a vaunted CTO or a lowly IT manager, will be unlikely to understand more than a small part of the system. They will have to rely heavily on the expertise of others to an extent that isn’t required today.

Bits Driving Atoms

While the digital revolution does appear to be slowing down, computers have taken on a new role in helping to empower technologies in other fields, such as synthetic biology, materials science and manufacturing 4.0. These, unlike so many digital technologies, are rooted in the physical world and may have the potential to be far more impactful.

Consider the revolutionary mRNA technology, which not only empowered us to develop a Covid vaccine in record time and save the planet from a deadly pandemic, but also makes it possible to design new vaccines in a matter of hours. There is no way we could achieve this without powerful computers driving the process.

There is similar potential in materials discovery. Suffice it to say, every product we use, whether it is a car, a house, a solar panel or whatever, depends on the properties of materials to perform its function. Some need to be strong and light, while others need special electrical properties. Powerful computers and machine learning algorithms can vastly improve our ability to discover better materials (not to mention overcome supply chain disruptions).

Make no mistake, this new era of innovation will be one of atoms, not bits. The challenge we face now is to develop computer scientists who can work effectively with biologists, chemists, factory managers and experts of all kinds to truly create a new future.

Creation And Destruction

The term creative destruction has become so ingrained in our culture we scarcely stop to think where it came from. It was largely coined by economist Joseph Schumpeter to overcome what many saw as an essential “contradiction” of capitalism. Essentially, some thought that if capitalists did their jobs well, then there would be increasing surplus value, which would then be appropriated to accumulate power to rig the system further in capitalists favor.

Schumpeter pointed out that this wasn’t necessarily true because of technological innovation. Railroads, for example, completely changed the contours of competition in the American Midwest. Surely, there had been unfair competition in many cities and towns, but once the railroad came to town, competition flourished (and if it didn’t come, the town died).

For most of history since the beginning of the Industrial Revolution, this has been a happy story. Technological innovation displaced businesses and workers, but resulted in increased productivity which led to more prosperity and entirely new industries. This cycle of creation and destruction has, for the most part, been a virtuous one.

That is, until fairly recently. Digital technology, despite the hype, hasn’t produced the type of productivity gains that earlier technologies, such as electricity and internal combustion, did but actually displaced labor at a faster rate. Put simply, the productivity gains from digital technology are too meager to finance enough new industries with better jobs, which has created income inequality rather than greater prosperity.

We Need To Move From Disrupting Markets To Tackling Grand Challenges

There’s no doubt that digital technology has been highly disruptive. In industry after industry, from retail to media to travel and hospitality, nimble digital upstarts have set established industries on their head, completely changing the basis upon which firms compete. Many incumbents haven’t survived. Many others are greatly diminished.

Still, in many ways, the digital revolution has been a huge disappointment. Besides the meager productivity gains, we’ve seen a ​​global rise in authoritarian populism, stagnant wages, reduced productivity growth and weaker competitive markets, not to mention an anxiety epidemic, increased obesity and, at least in the US, decreased life expectancy.

We can—and must—do better. We can learn from the mistakes we made during the digital revolution and shift our mindset from disrupting markets to tackling grand challenges. This new era of innovation will give us the ability to shape the world around us like never before, at a molecular level and achieve incredible things.

Yet we can’t just leave our destiny to the whims of market and technological forces. We must actually choose the outcomes we prefer and build strategies to achieve them. The possibilities that we will unlock from new computing architectures, synthetic biology, advanced materials science, artificial intelligence and other things will give us that power.

What we do with it is up to us.

Image credit: Pixabay

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Data-driven Decision Making

Leveraging Analytics for Effective Digital Transformation Planning

Data-driven Decision Making

GUEST POST from Chateau G Pato

In today’s rapidly evolving business landscape, digital transformation has become imperative for organizations aiming to stay competitive. However, embarking on a successful digital transformation journey requires careful planning and informed decision-making. In this article, we will explore the significance of data-driven decision making and how leveraging analytics can contribute to effective digital transformation planning. To illustrate the impact, we will showcase two compelling case studies that demonstrate the successful implementation of data-driven strategies.

Case Study 1: Netflix’s Transformation Tailored by Data Insights

Netflix, a global streaming giant, has disrupted the entertainment industry by adopting an intuitive data-driven approach. Before transitioning from a DVD rental service to a digital streaming platform, Netflix leveraged analytics to identify customer behavior patterns and preferences. By collecting data on customer viewing habits, ratings, and searches, Netflix gained deep insights into customer preferences, enabling them to curate a personalized user experience.

Netflix’s decision to invest in original content production was also driven by data insights. The streaming giant analyzed the viewing patterns and ratings of popular third-party content to identify genres and themes with high user engagement. Consequently, the company created a data-driven content strategy, resulting in blockbuster shows like House of Cards and Stranger Things.

By utilizing data to drive informed decision making, Netflix was able to revolutionize the entertainment landscape. Their digital transformation empowered them to scale rapidly and maintain a loyal customer base by personalizing content offerings.

Case Study 2: Amazon’s Customer-Obsessed Approach to Digital Transformation

Amazon’s unparalleled success stems from its relentless focus on understanding customer needs and preferences. Through data-driven decision making, Amazon garnered transformative insights that set them apart in the e-commerce space.

Amazon’s recommendation engine is a testament to their data-driven strategy. By leveraging advanced analytics and machine learning algorithms, they gather vast amounts of data on customer behavior, purchase history, and preferences. This wealth of data is then analyzed to generate personalized product recommendations that not only improve the customer experience but also foster greater customer loyalty and increased sales.

Furthermore, Amazon’s fulfillment centers optimize operations with data-driven analytics. The company collects and analyzes countless data points related to inventory levels, delivery schedules, and customer demand. This real-time analysis enables Amazon to streamline operations, ensure efficient product availability, and offer fast and reliable shipping to maintain their customer-centric approach.

Through their data-driven decision making, Amazon has transformed the e-commerce landscape, providing customers with a seamless shopping experience, and setting industry benchmarks.

Leveraging Analytics for Effective Digital Transformation Planning:

1. Identifying Opportunities: Data-driven decision making allows organizations to identify crucial opportunities for digital transformation. By analyzing customer data, emerging market trends, and competitive landscapes, organizations can pinpoint areas ripe for transformational change and adapt their strategies accordingly.

2. Assessing Risks: Analyzing data can help organizations make well-informed decisions while mitigating risks associated with digital transformation efforts. By evaluating historical data, identifying potential roadblocks, and predicting potential challenges, organizations can proactively design strategies to mitigate risks and maximize transformation success.

3. Enhancing Customer Experience: Data-driven insights enable organizations to understand their customers on a granular level, unlocking the insights needed to create personalized experiences. By analyzing customer data and behavior, organizations can offer tailored products, services, and experiences, resulting in increased customer satisfaction and loyalty.

4. Streamlining Operations: By leveraging advanced analytics, organizations can optimize internal processes and streamline operations. This leads to greater efficiency, improved productivity, and cost reductions, positively impacting the overall success of digital transformation initiatives.

Conclusion

Data-driven decision making is instrumental in planning and executing successful digital transformation strategies. Organizations such as Netflix and Amazon have demonstrated the transformative power of leveraging analytics to drive effective decision making and achieve their digital transformation goals. By basing decisions on data insights, organizations can identify opportunities, minimize risks, enhance the customer experience, and streamline operations. Embracing a data-driven approach is no longer a choice but an imperative for organizations striving to succeed in an ever-changing digital landscape.

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

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The Academic Intrapreneur Dossier

The Academic Intrapreneur Dossier

GUEST POST from Arlen Meyers

Entrepreneurial universities and medical schools, as rare as they are, require intrapreneurial faculty i.e. faculty who are trying to act like entrepreneurs in their institutions. One way to recruit, develop and promote faculty intrapreneurs is to recognize their entrepreneurial inputs, processes, outputs and outcomes as part of the promotion and tenure process, which typically requires submitting a dossier to the promotion and tenure committee.

There is national and international recognition of the importance of innovation, technology transfer, and entrepreneurship for sustained economic revival. The Office of Budget and Management cites rising healthcare costs and the associate deficits to deal with it as a matter of national security.

With the decline of industrial research laboratories in the United States, research universities are being asked to play a central role in our knowledge-centered economy by the technology transfer of their discoveries, innovations, and inventions. In response to this challenge, innovation ecologies at and around universities are starting to change. However, the change has been slow and limited. Some researchers, myself included, believe this can be attributed partially to a lack of change in incentives for the central stakeholder, the faculty member. They have taken the position that universities should expand their criteria to treat patents, licensing, and commercialization activity by faculty as an important consideration for merit, tenure, and career advancement, along with publishing, teaching, and service.

Most dossiers require candidates for promotion and tenure to describe their activities in four areas: research, teaching, clinical care and service to the community. Most exclude entrepreneurship or do not give credit for entrepreneurial activities and that is a mistake, since innovation and entrepreneurship has become the fifth mission of academic medical centers. The new academic triple threat demonstrates leadership, innovation and entrepreneurship. However, there is a disconnect between how academic leadership is defined and recruiting, developing and promoting faculty with an entrepreneurial mindset.

The intrapreneurial dossier might include the following in areas of entrepreneurial research, practice, education and service:

Materials from Oneself

  • Materials that show your entrepreneurial activity
  • Statement of entrepreneurial responsibilities (course titles and numbers, enrollments, required or elective, graduate or undergraduate)
  • A reflective statement describing personal entrepreneurial philosophy, strategies and objectives
  • Representative entrepreneurship course syllabi detailing content and objectives, methods, readings and requirements
  • Description of curricular and instructional innovations such as new course projects, materials, and class assignments and assessment of their effectiveness
  • Steps taken to evaluate and improve one’s entrepreneurial outputs and impacts.

Materials from Others

  • Materials from outside sources commenting on your development as an entrepreneur
  • Statements from colleagues who have either observed the entrepreneur in action
  • Student course or teaching evaluation data
  • Distinguished entrepreneurship awards or other recognition of entrepreneurial abilities.
  • Invitations to organize or present at a conferences, seminars or workshops

Products of Good Entrepreneurship

  • Materials that demonstrate your effectiveness as an entrepreneur or innovation and entrepreneurship opinion leader
  • Patents or evidence of other intellectual property
  • Licensing agreements
  • Spin out or startup metrics
  • Economic development metrics
  • Failures and how you applied lessons learned

Other Items that Might be Included

  • Testimonials
  • Community service and ecosytem activities and accomplishments
  • A statement by the dept. chair assessing the contribution of faculty entrepreneurship and innovation to the department

Creating an academic entrepreneurship portfolio documents accomplishments, satisfies policy mandates and is a excellent tool for pacing personal development and entrepreneurial progress. Fundamentally, it should explain and document the value you have created for your institution by your entrepreneurial efforts.

On many academic medical center campuses, the emphasis and metrics revolve around publications and research grant numbers. However, the difference between discovery and value creation has little to do with money. Instead, it has to do with leadership, culture, strategy, alignment, coordination and execution.

Barrier to participation by academic faculty, particularly clinical faculty, in the scholarship of entrepreneurship are:

  1. They do not get promotion and tenure credit for doing it
  2. The main message is they need to generate clinical revenue or find a way to buy out their clinical time
  3. The other faculty in the department get resentful and see non-clinical activity as dumping more work on them
  4. They are seen as trouble makers and bad rebels
  5. Lack of institutional support, infrastructure and resources
  6. Rigid policies and procedures that are anti-entrepreneurial
  7. “entrepreneurship” is a dirty word. The scholarship of innovation goes down easier.
  8. There is little or no alignment with department chairs
  9. Lack of strategic vision
  10. No one is leading innovators. Everyone seems to want to manage innovation

In addition, edupreneurs, i.e. those education intrapreneurs and entrepreneurs developing and deploying educational technologies, are critical if we are to change how we educate students and change an unsustainable education business model at all levels of education, but particularly for higher education and graduate and professional levels..

Maybe, some day, promotion and tenure committees will include your intrepreneurial accomplishments and actually give you some credit for achieving them.

Image credit: Pixabay

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Managing Resistance to Change: Strategies for Overcoming Challenges

Managing Resistance to Change: Strategies for Overcoming Challenges

GUEST POST from Art Inteligencia

Change is an inevitable part of any organization’s growth and success. However, introducing change initiatives often encounters resistance from employees, hindering the pace and effectiveness of implementation. As human-centered design professionals, we play a crucial role in facilitating the smooth transition to change and addressing resistance head-on. In this article, we will explore effective strategies for managing resistance to change, supported by two compelling case studies, highlighting the real-world application of these strategies.

1. Understanding the Root Causes of Resistance:

Resistance to change can stem from various factors, including fear of the unknown, lack of trust, and perceived loss of control. Identifying the underlying drivers of resistance is essential for designing appropriate strategies. By focusing on the human aspect, we can ensure a smoother transition.

Case Study 1: Bridging the Gap in a Digital Transformation Initiative

Company X, a traditional manufacturing firm, embarked on a digital transformation initiative to streamline its operations. However, employees resisted the changes, fearing job redundancies and loss of established routines. To address this, human-centered design professionals engaged in dialogue with employees, organizing training sessions to dispel misconceptions and provide clarity on how the change would empower them. By proactively involving employees in the change process, resistance gradually diminished, leading to successful adoption.

2. Effective Communication and Collaboration:

Transparent communication and active collaboration have proven to be effective strategies to overcome resistance. By instilling a sense of purpose and involving employees in decision-making, organizations can foster buy-in, which is instrumental in driving change initiatives forward.

Case Study 2: Encouraging Change Adoption through Collaboration

Company Y, a large retail chain, aimed to implement a new employee appraisal system. However, the proposed system was met with resistance due to concerns about fairness and lack of employee involvement in the decision-making process. Human-centered design professionals facilitated brainstorming sessions with cross-functional teams, seeking input on system design, and co-creating solutions. This collaborative approach empowered employees and ensured a fair and transparent appraisal system, resulting in successful change adoption.

3. Empathy-led Approach:

Empathy plays a crucial role in managing change and addressing resistance. By understanding and addressing the emotional aspects associated with change, human-centered design professionals can build trust and create a safe environment for employees to voice their concerns.

Case Study 1 (Continued): Demonstrating Empathy in Change Management

To address the fears regarding job redundancies at Company X, the human-centered design team facilitated open forums, where employees’ concerns were acknowledged and validated. Additionally, they provided personalized support, such as training programs to upskill employees, assuring them of their value in the organization’s new direction. This empathetic approach helped alleviate resistance and fostered a collaborative environment conducive to change.

Conclusion

Managing resistance to change is a critical skill for human-centered design professionals. By understanding the causes of resistance, promoting effective communication and collaboration, and implementing empathetic strategies, we can help organizations navigate change successfully. The case studies presented here highlight the significance of these strategies in overcoming resistance and driving successful change adoption. As agents of change, we have the opportunity to revolutionize workplaces by fostering a culture that embraces transformation and empowers employees throughout the journey.

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

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The Role of Strategic Foresight in Mapping the Future

The Role of Strategic Foresight in Mapping the Future

GUEST POST from Chateau G Pato

In an increasingly dynamic and uncertain world, businesses and organizations need to cultivate a proactive mindset towards shaping their future. The advent of strategic foresight has provided a powerful framework for identifying potential future scenarios and making informed decisions. At the heart of strategic foresight lies the principle of human-centered design, which involves placing the needs, desires, and values of individuals at the forefront of decision-making processes. This article explores the critical role of strategic foresight in mapping the future by leveraging human-centered design principles, supported by two case studies to illustrate its efficacy.

Case Study 1: The Evolution of Transportation

The transportation industry has witnessed profound changes due to emerging technologies and evolving consumer expectations. In this case study, we will explore how strategic foresight enabled a major automobile manufacturer to anticipate future mobility trends and innovate accordingly.

Identifying Emerging Trends: By leveraging strategic foresight methods, the automobile manufacturer sought to understand the drivers of change influencing transportation, such as urbanization, environmental concerns, and technological advancements. By analyzing a wide range of inputs, including consumer insights and trend analysis, they identified several potential future scenarios.

Developing Future Scenarios: Through envisioning different future states, the automobile manufacturer created scenarios that covered a spectrum of possibilities. These scenarios incorporated various socio-economic, technological, and environmental factors. Each scenario was designed to challenge traditional assumptions and foster innovative thinking.

Designing Human-Centered Solutions: Integrating human-centered design principles, the manufacturer engaged with a diverse set of stakeholders. They conducted user research, including ethnographic studies, to understand the changing needs and aspirations of people in the context of future transportation scenarios. These insights informed the development of mobility solutions that aligned with the emerging societal demands.

Outcome: The strategic foresight exercise allowed the automobile manufacturer to pivot towards a more decentralized, sustainable, and user-centric approach. By integrating electric vehicles, shared mobility solutions, and autonomous driving capabilities, they successfully positioned themselves as a leader in this new era of transportation.

Case Study 2: Enhancing Healthcare Delivery

The healthcare sector faces numerous challenges, ranging from rising costs to an aging population. This case study demonstrates how a hospital system utilized strategic foresight to transform its care delivery model and improve patient outcomes.

Anticipating Future Needs: The hospital system employed strategic foresight methodologies to understand the emerging needs and potential disruptors in the healthcare landscape. This involved analyzing demographic trends, advances in medical technology, and evolving patient preferences.

Co-Creating Future Scenarios: Through collaborative workshops and engagements with healthcare professionals, patients, and experts, the hospital system developed a set of future scenarios. These scenarios explored different facets of healthcare, including preventive care, personalized medicine, and digital health solutions. By embracing divergent perspectives, the system gained critical insights into the possible trajectories of healthcare delivery.

Prototyping and Iterating Solutions: Recognizing the value of iterative design, the hospital system prototyped various interventions aligned with each scenario. These prototypes included novel care models, patient engagement platforms, and technology-enabled solutions. Regular feedback loops and user testing helped refine and improve these solutions.

Impact: By embedding strategic foresight techniques in their organizational culture, the hospital system experienced a paradigm shift in healthcare delivery. They embraced preventative care strategies, introduced patient-centered services, and harnessed digital solutions to enhance the overall patient experience and outcomes. Furthermore, their foresight-led approach enabled them to adapt swiftly to subsequent disruptions, including the COVID-19 pandemic.

Conclusion

Strategic foresight, when integrated with human-centered design principles, enables organizations to navigate the complexities of an uncertain future and create meaningful impact. By conducting rigorous research, envisioning future scenarios, and designing for human needs, businesses and institutions can strategically position themselves to capitalize on emerging opportunities. The case studies presented highlight the power of strategic foresight as a transformative framework, unlocking new possibilities and shaping a better future for individuals and society at large.

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

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The Role of Design Thinking in Disruptive Innovation

Exploring How Applying Design Thinking Principles Can Help Businesses Uncover New Market Opportunities Amidst Industry Shifts

The Role of Design Thinking in Disruptive Innovation

GUEST POST from Art Inteligencia

In today’s rapidly changing business landscape, disruptive innovation has become a crucial driver of success. As industries undergo significant shifts, businesses must continually adapt and uncover new market opportunities to remain competitive. Design thinking, a human-centered approach to problem-solving, offers a unique perspective and methodology that empowers organizations to navigate uncertainty and embrace disruption. This article delves into the role of design thinking in disruptive innovation and presents two compelling case studies that highlight its impact on uncovering new market opportunities.

Case Study 1: Airbnb – Reimagining the Hospitality Industry

As an excellent example of design thinking’s power in disruptive innovation, Airbnb revolutionized the hospitality industry by tapping into an unconventional market opportunity. In the early 2000s, traditional hotel chains dominated the accommodation sector. However, Airbnb recognized that people’s travel desires were changing and saw an opportunity to leverage underutilized assets like spare rooms and vacant homes. By employing design thinking principles, Airbnb created a platform where homeowners could rent out their spaces to travelers, disrupting the traditional hotel model.

Design thinking played a pivotal role in Airbnb’s success by focusing on understanding users’ needs, defining the problem, and generating innovative solutions. Through extensive user research, conducting empathy interviews, and observing the pain points of both homeowners and travelers, Airbnb gained deep insights into the market dynamics. This empathetic understanding helped them design an intuitive platform that provided a better and more personalized experience, establishing a thriving community of homeowners and travelers worldwide.

The combination of rigorous prototyping, iterative testing, and quick feedback loops allowed Airbnb to continuously refine its offerings. By embracing design thinking, Airbnb not only identified a disruptive market opportunity but also built a scalable and sustainable business model that transformed the hospitality industry.

Case Study 2: Tesla – Evolving the Electric Vehicle Market

Tesla, an exemplary disruptor in the automotive industry, showcases the effectiveness of design thinking principles in uncovering new market opportunities. In an industry long dominated by petrol-powered vehicles, Tesla recognized the need for sustainable transportation solutions and took on the challenge of developing electric vehicles (EVs) that could compete with traditional cars in performance and desirability.

Design thinking guided Tesla in understanding user pain points and designing electric vehicles that were not only environmentally friendly but also embraced cutting-edge technology and luxury. By conducting user research and immersing themselves in potential customers’ experiences, Tesla discovered that range anxiety and limited charging infrastructure were significant barriers to EV adoption. To address these concerns, Tesla focused on developing innovative battery technology and strategically building a vast Supercharger network, enabling long-distance travel and minimizing charging time.

Tesla’s commitment to iterative design, continuous improvement, and user-centricity has propelled its success. By applying design thinking, Tesla not only disrupted the automotive industry but also influenced mainstream automakers to invest in electric vehicle technology.

Conclusion

Design thinking is an invaluable tool for businesses seeking to uncover new market opportunities amidst industry shifts. The case studies of Airbnb and Tesla demonstrate how this human-centered approach can enable organizations to identify disruptive innovations and create transformative solutions. By placing users’ needs at the core of decision-making and employing a combination of empathy, prototyping, and iteration, businesses can navigate uncertainty, challenge the status quo, and thrive in ever-evolving market landscapes. Embracing design thinking is our pathway to harnessing the power of disruptive innovation and shaping the future of industries.

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: Pexels

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Innovation Beyond Products

Transforming Services and Experiences

Innovation Beyond Products

GUEST POST from Art Inteligencia

In the rapidly evolving landscape of business, innovation is no longer confined to the development of new products. Today, transformative potential lies also in re-imagining services and crafting exceptional customer experiences. The journey of excellence now encompasses every touchpoint of interaction a customer has with a business. As organizations seek to differentiate themselves, the true competitive edge is found in service and experience innovation. This article delves into how companies can transcend product innovation and transform their service offerings, backed by compelling case studies that illustrate this paradigm shift.

The Evolution of Innovation

For decades, innovation has been synonymous with creating groundbreaking products. However, as markets saturate and customer expectations evolve, the focus has shifted. The modern consumer demands more than a product; they seek holistic experiences that resonate on personal and emotional levels. This change requires businesses to adopt a new approach—one that intertwines service, experience, and technological advancements.

Key Components of Service and Experience Innovation

To successfully innovate services and experiences, companies should consider the following components:

  1. Customer-Centric Approach: Putting the customer at the heart of innovation efforts.
  2. Seamless Integration of Technology: Leveraging advanced technologies to enhance service delivery.
  3. Personalization: Tailoring services to meet individual customer needs and preferences.
  4. Emotional Connection: Creating meaningful interactions that foster customer loyalty.
  5. Continuous Improvement: Iterating and refining services based on feedback and evolving expectations.

Case Study 1: Disney – Creating Magic Beyond the Rides

Understanding the Challenge

Disney’s theme parks are renowned for their attractions, yet the magic of Disney extends far beyond the rides. The challenge they faced was to deliver a seamless and enchanting experience from the moment guests decide to visit until they leave the park.

Innovative Solutions

  1. MyMagic+: Disney introduced the MyMagic+ system, which includes the MagicBand wearable device. This band serves as a ticket, hotel key, FastPass access, and payment method, streamlining the entire guest experience.
  2. Personalized Interactions: With MagicBands, cast members can address guests by name and offer personalized experiences, elevating the sense of magic and personal connection.
  3. Data Utilization: Disney leverages data from MyMagic+ to anticipate guest needs, manage crowds, and enhance overall park efficiency.

Results

The MyMagic+ initiative transformed how guests experience Disney parks. It minimized wait times, personalized interactions, and provided convenience like never before. Disney’s commitment to enhancing the customer experience solidified its position as a leader in the entertainment industry.

Case Study 2: Starbucks – Crafting a Personalized Coffee Journey

Understanding the Challenge

Starbucks, a global coffee giant, faced the challenge of standing out in a fiercely competitive market. As customers sought more than just a cup of coffee, Starbucks needed to innovate in its service delivery and customer engagement.

Innovative Solutions

  1. Mobile Order & Pay: Starbucks introduced a mobile app that allows customers to place orders and pay before arriving, reducing wait times and increasing convenience.
  2. Personalization Engine: The app leverages data to offer personalized recommendations based on individual preferences and past purchases.
  3. Starbucks Rewards: A loyalty program integrated into the app encourages repeat visits by offering points, rewards, and exclusive offers tailored to each customer.

Results

The mobile app not only increased customer satisfaction but also boosted sales and efficiency. By creating a seamless, personalized coffee journey, Starbucks strengthened its customer loyalty and solidified its brand identity as more than just a coffee shop.

Conclusion

Innovation beyond products is not merely an option but a necessity in today’s business environment. By focusing on service and experience, companies can create deeper connections with their customers, driving loyalty and sustainable growth. The examples of Disney and Starbucks highlight the transformative power of reimagining customer interactions. Organizations that embrace this approach will be well-positioned to thrive in an ever-changing market, delivering value that transcends traditional product offerings.

As we move forward, remember: innovation is an ongoing journey. It requires a relentless commitment to understanding your customers, leveraging technology, and continuously refining the experiences you offer. By doing so, you can truly transform services and elevate customer experiences to new heights.

Feel free to share your thoughts and experiences in the comments below. How have you seen service and experience innovation make a difference in your industry?

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: misterinnovation.com

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Creating a Culture of Continuous Change and Innovation

Creating a Culture of Continuous Change and Innovation

GUEST POST from Chateau G Pato

In the rapidly evolving landscape of today’s business world, standing still is not an option. Companies must continually adapt and innovate to stay competitive. But how do you create a culture that not only embraces change but thrives on it? Let’s explore the building blocks of a culture of continuous change and innovation, enriched with real-world case studies.

Key Elements of a Culture of Continuous Change and Innovation

Establishing a culture of continuous change and innovation requires a multifaceted approach. Here are the essential elements:

  • Leadership Commitment: The drive for innovation starts at the top. Leaders must actively support and participate in change initiatives.
  • Employee Engagement: Employees at all levels should feel empowered to contribute their ideas and take ownership of change.
  • Open Communication: Transparency and open lines of communication are crucial for fostering an environment where new ideas can flourish.
  • Continuous Learning: An organization should invest in learning and development opportunities to keep its workforce equipped with the latest skills and knowledge.
  • Recognition and Rewards: Highlight and reward innovative ideas and successful changes to motivate ongoing contributions.

Case Study 1: 3M, A Legacy of Innovation

3M, the multinational conglomerate, is a sterling example of a company with a culture of continuous innovation. The company’s leadership encourages a robust R&D effort, dedicating a significant portion of its budget to research and development. This commitment is mirrored in policies such as the “15% rule,” which allows employees to dedicate 15% of their work time to pursuit of their own projects and ideas.

One of the most famous products to come out of this policy is the Post-it Note, invented by Art Fry. His idea was initially met with skepticism, but with continued support and the freedom to explore, it became one of the most iconic office supplies ever created. This open environment and leadership’s commitment to innovation have played a significant role in making 3M a leader in multiple industries.

Case Study 2: Google’s 20% Time

Google provides another powerful case study. The tech giant encourages its employees to spend 20% of their work hours on innovative projects of their own choosing. This approach has fostered an incredible breadth of creativity and has led to some of Google’s most successful products, including Gmail and AdSense.

Google’s work culture underscores the importance of giving employees the freedom to innovate and experiment. Leadership’s willingness to support and invest in even the most speculative ideas has cemented Google’s reputation as a technological and business innovator. Google’s focus on transparency and continuous learning further amplifies their capacity for innovation.

Practical Steps to Foster a Culture of Innovation

Initiating a culture of continuous change and innovation in your own organization can be challenging, but these actionable steps can help pave the way:

  • Define Your Innovation Goals: Clearly articulate what innovation means to your company. Set specific, measurable goals.
  • Encourage Cross-Departmental Collaboration: Break down silos and promote the exchange of ideas across different departments.
  • Allocate Time for Innovation: Adopt policies like 3M’s 15% rule or Google’s 20% time to give employees the space to innovate.
  • Celebrate Successes and Failures: Acknowledge the efforts of your employees regardless of the outcome. Learning from failures is as critical as celebrating successes.
  • Create Innovation Labs: Establish dedicated spaces where employees can experiment without the pressure of day-to-day responsibilities.

Conclusion

Creating a culture of continuous change and innovation is not merely a strategic advantage; it’s a necessity in today’s ever-changing business environment. By focusing on leadership commitment, employee engagement, continuous learning, and open communication, companies can foster an atmosphere where innovation thrives. The success stories of organizations like 3M and Google illustrate the transformative power of a well-nurtured culture of innovation. Implement the strategies outlined above and prepare to watch your organization not just adapt to change but lead it.

By embedding these principles deeply into the organizational fabric, continuous change and innovation become not just possible, but inevitable.

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: Pexels

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Developing a Future-Fitness Focus

Developing a Future-Fitness Focus

GUEST POST from Janet Sernack

In a recent article “Organizing for the future: Nine keys to becoming a future-ready company” McKinsey and Co, suggested that the Covid-19 pandemic has added to the pressure to change that has been growing for many years, which is now at a tipping point. Where the most forward-looking leaders and teams see a larger opportunity – the chance to build on pandemic-related accomplishments and re-examine and reimagine the organisation’s identity, how it works, and how it grows. Referring to new research on the organizational practices of 30 top companies, they highlighted how businesses can best organize for the future – and it is all initiated by developing a human-centric, future-fit focus.

Inquiring as to how might we ensure that we capture the best of what we’ve learned and keep the digital momentum going through developing a future-fit focus within the post-COVID-19 world?

What is a future-ready organization?

The article goes on to state that future-ready companies share three characteristics that offer senior executives a “unique unfreezing opportunity” – oby co-creating new adaptive systems, that are purposeful, organic, and human-centric by:

  • Knowing who they are and what they stand for;
  • Operating with a fixation on speed and simplicity;
  • Growing by scaling up their ability to learn, innovate, and seek good ideas, regardless of their origin.

Seeing the world with fresh eyes – unlearning, re-learning, creativity and innovation

All of which need to be initiated and developed through acquiring a new lens: an ability to see the world with “fresh eyes” by letting go of many of our old mental models and paradigms to:

  • Co-create, with others, new openings and empty spaces for unlearning what may have previously been embraced and worked in the past.
  • Focus on developing a new future-fit focus that unleashes purposeful, speed, simplicity, and growth through unlearning, re-learning, creativity and innovation.

Letting go to let come

In almost every aspect of business, we are operating with mental models, paradigms, and mindsets that have become outdated or obsolete, from strategy to marketing, from organizational design, learning systems to leadership, teams, and even to coaching.

This means that the first and most crucial step in shifting towards a human-centric, future-fitness focus involves “unlearning.”

Because many of our old mental models and paradigms, which are mostly unconsciously embodied in our core mindsets, impact the choices and decisions we make, the behaviors we enact, and the results we get – and it seems, that in 2021 we are getting a lot of results that no-one particularly wants.

What do we mean by “unlearning” and why is it important?

A lot of the mental models and paradigms are embodied in our habitual mindsets, that many of us learned in school, university, or college, and even in 20th century learning programs and built our careers on are now incomplete, ineffective, and irrelevant in adapting, and in serving people to survive, grow and thrive the post-Covid-19 world.

This means that to embrace a future-fit focus we have to first unlearn the old ones.

“Unlearning” is not about forgetting.

It’s about paying deep attention and developing the awareness to see, and step outside of our old mental models or paradigms and pay attention, and be consciously aware of the:

  • Mindsets we are embodying;
  • Behaviors we are enacting;
  • and the results we are manifesting.

Either because reality has changed or because current approaches are based on flawed or rigid thinking, faulty premises, and assumptions, or via a different consumer or technological landscape.

To then consciously choose, experiment, make distinctions, and bravely re-learn how to shift towards developing different, diverse, and more resourceful future-readiness.

The good news is that practicing “unlearning” will make it easier and quicker to make the necessary future-fit shifts as our brains become adaptive, through the process of neuroplasticity.

What are the key steps in “unlearning”?

  1. Being fully present, composed, and detached in adopting a beginner’s mind involving periodically challenging, questioning, and reassessing deeply held theories, archetypes, and conventions to provoke and evoke creative new ideas and innovative solutions.
  2. Allowing things to be and not needing to be in control, or in charge, being comfortable with being uncomfortable and willing to explore uncertainty, constraints, and threats as opportunities from a whole person and whole systems perspective.
  3. Wandering into wonder in the unknown to bravely adopt a “not knowing” stance and be more open-hearted, childlike and joyful, by bringing in awe, curiosity, and playfulness into your space.
  4. Recognizing and discerning that some of your old mental models, paradigms, and mindsets are no longer relevant or effective and be open-minded, through being inquisitive, curious, and creative in experimenting with new ones.
  5. Imagining, finding, or creating new mental models, paradigms, and mindsets that can help you adapt, innovate and better achieve your goals and growth objectives and focus on developing your capacity, confidence, and competence in being agile: the ability to create intentional shifts in different and changing contexts to re-program the mind.
  6. Ingraining the new future-fit mindsets as emotional and mental habits through attending and observing, being empathic and compassionate, questioning and inquiring, generative listening and debate, experimenting, smart risk-taking, and networking across boundaries.

What gets in the way of “unlearning”?

At ImagineNation™ we specialize in designing and delivering bespoke adult learning solutions that embrace a range of future fit mindsets, behaviors, and skills.

Whilst we have found that many leaders, teams, executives, and coaches are willing to unlearn, and re-learn, many are not.

Requiring our coaches, trainers, and facilitators to effectively resolve some of the key human-centric blockers to unlearning and re-learning including some peoples’:

  • Rigidity and fixedness in their own points of view and need to be “right” and in control of the situation.
  • Need to always appear to know, and their hesitancy around not wanting to look like they don’t actually know the answers or solutions, and are therefore incompetent.
  • Busyness, where they are too task focussed to make the time to hit their pause buttons, retreat and reflect, to review options for being more effective, productive, and creative, by thinking and doing things differently.
  • Fear of loss, or lack of safety and permission to set aside the status quo to challenge assumptions and explore new possibilities and play with the art of the possible

Towards  a human-centric, future-fit focus

For most of us, the COVID-19 pandemic and its aftermath have upended our lives as we knew them,  and according to McKinsey & Co – the resulting pain, grief, and economic dislocation will be felt long into the future.

Reinforcing that the first priority for leaders and teams, therefore, is to become more purposeful and human-centric, to lead and role model a future-fit focus.

Aimed at increasing speed and improving simplicity and by strategically scaling up people’s ability to unlearn, relearn, innovate, and seek good ideas regardless of their origin.

By being curious and creative, connected, empathic and compassionate, confident and courageous, to revitalize, and reenergize, exhausted people, teams, and organizations, currently languishing in 2021.

This is the first of a series of blogs, podcasts, and webinars on Developing a Human-Centric Future-Fitness organisation.

More about us

Find out about The Coach for Innovators Certified Program, a collaborative, intimate, and deep personalized innovation coaching and learning program, supported by a global group of peers over 8-weeks, starting October 19, 2021. It is a blended learning program that will give you a deep understanding of the language, principles, and applications of a human-centered approach to innovation, within your unique context. Find out more.

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The Future of Design Thinking

Trends and Emerging Practices

The Future of Design Thinking

GUEST POST from Art Inteligencia

Design thinking has evolved significantly over the years, becoming an indispensable tool for innovation across industries. In this article, we delve into the future of design thinking, exploring emerging trends and practices that are shaping the discipline. By examining real-world case studies, we gain insights into how organizations are leveraging design thinking to drive sustainable growth and transformation.

Trends Shaping the Future of Design Thinking

As we look ahead, several trends stand out, indicating how design thinking will continue to evolve. Here are some of the most influential ones:

1. Integration with Emerging Technologies

The fusion of design thinking with cutting-edge technologies is opening new avenues for innovation. Technologies such as Artificial Intelligence (AI), Virtual Reality (VR), and the Internet of Things (IoT) are not just tools but are becoming integral to the design process.

2. Focus on Sustainability

Sustainability is no longer a mere checkbox; it’s becoming the cornerstone of design thinking. Designers are increasingly considering the environmental and social impact of their solutions, with a focus on creating sustainable and ethical products.

3. Inclusive Design

Inclusivity is gaining prominence in design thinking. There’s a growing emphasis on creating solutions that cater to diverse user groups, ensuring accessibility and equity across the board.

4. Remote and Distributed Collaboration

The COVID-19 pandemic has shifted the way teams collaborate. Remote and asynchronous design thinking practices are becoming more common, supported by digital tools that enable collaboration across geographies.

Emerging Practices in Design Thinking

With these trends in mind, let’s explore some of the emergent practices that are redefining design thinking.

1. Co-Creation with Users

Building on the principles of user-centric design, the practice of co-creation involves engaging users directly in the design process. This approach fosters deeper empathy and generates more relevant and innovative solutions.

2. Rapid Prototyping and Testing

The future of design thinking emphasizes speed. Rapid prototyping and iterative testing allow teams to quickly validate ideas, fail fast, and refine solutions based on real-world feedback.

3. Data-Driven Design

Leveraging data to inform design decisions is becoming increasingly important. Data-driven design thinking enables teams to ground their solutions in concrete insights, enhancing their relevance and effectiveness.

Case Studies: Design Thinking in Action

To illustrate these trends and practices, let’s delve into two case studies that exemplify the transformative power of design thinking.

Case Study 1: IBM’s Enterprise Design Thinking

IBM has long been a pioneer in design thinking. Their Enterprise Design Thinking framework emphasizes collaboration, rapid iteration, and user-centricity.

Challenge: IBM faced the challenge of maintaining a consistent and innovative customer experience across its vast portfolio of products and services.

Approach:

  • Integration of Emerging Technologies: IBM leveraged AI and analytics to gain a deeper understanding of user needs and uncover new opportunities for innovation.
  • Co-Creation with Users: They established design studios where designers, developers, and users could collaborate in real-time, fostering a culture of co-creation.

Outcome: This approach enabled IBM to streamline its product development processes, resulting in solutions that are more aligned with user needs and market demands. For instance, their Watson AI platform has seen widespread adoption due to its robust, user-centered design.

Case Study 2: Airbnb’s Inclusive Design

Airbnb has redefined the travel industry by applying design thinking to create exceptional user experiences.

Challenge: Airbnb identified a need to make their platform more accessible and inclusive for hosts and guests with disabilities.

Approach:

  • Inclusive Design: They implemented inclusive design practices, engaging users with disabilities in the design process to understand their specific needs and pain points.
  • Rapid Prototyping and Testing: Airbnb rapidly prototyped and tested features such as detailed accessibility filters and enhanced hosting guidelines, iterating based on user feedback.

Outcome: These initiatives significantly improved the platform’s accessibility, leading to a more inclusive and welcoming community. The result was not only a better user experience but also an expanded market reach.

Conclusion

The future of design thinking is bright and full of potential. As we continue to integrate emerging technologies, focus on sustainability, embrace inclusivity, and refine collaborative practices, design thinking will become even more powerful and impactful. By learning from pioneering organizations like IBM and Airbnb, we can adopt these emergent trends and practices to drive meaningful innovation in our own domains.

In essence, the evolution of design thinking is a testament to its enduring relevance and adaptability. Organizations that harness its full potential will be well-positioned to navigate the complexities of the modern world and create solutions that truly resonate with their users.

Let’s continue to push the boundaries of design thinking, leveraging its power to create a better, more inclusive, and sustainable future.

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

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