by Robyn Bolton | Jun 24, 2020 | Customer Centricity, Innovation, Tips, Tricks, & Tools
Innovation doesn’t start with an idea. It starts with a problem. Sometimes those problems are easy to observe and understand but, more often, those problems are multi-layered and nuanced. As a result, you need a multi-layered and nuanced approach to understanding them.
You need to have EPIC Conversations.
EPIC stands for Empathy, Perspective, Insights, and Connection. As my clients have experienced, conversations rooted in these elements consistently produce unexpected, actionable, and impactful insights capable of getting to the root of a problem and shining a light on the path to a solution (and meaningful business results).
EMPATHY for the people with whom you’re talking
According to Brene Brown, empathy is connecting to the emotion another person is experiencing without requiring us to have experienced the same situation.”
For example, I have a friend who struggles to stay focused and deliver on deadlines. I can empathize with her because, while I have no problem focusing or delivering on deadlines, I know what it’s like to struggle with something that other people think is easy.
Take the time to connect with people’s emotions, to understand not just what they’re feeling but also why they’re feeling that way and to connect with the experiences in your life and work that led you to feel that way, too.
See things from their PERSPECTIVE:
When we’re working on something – a project, a product, even a task – it gets a great deal of our time, attention, and energy. But it can lead us to over-estimate how important the work is to others.
Instead, ask people about the topic you’re interested in AND all the topics and activities around it. Take the time to understand where the things you care about fall into your customers’ priority list
For example, when I worked on developing and launching Swiffer, all I thought about was cleaning floors. One day, we had to decide whether to source the hair for the dirt that would be used in product demos from people, yaks, or wigs. We obsessed over this decision, debating which hair would “resonate” the most with consumers. Turns out, consumers didn’t spend a lot of time analyzing the hair in the demo dirt, they only cared that it was picked up immediately by Swiffer.
Be open to INSIGHTS
Most people use conversations to get confirmation that their ideas and recommendations are good ones. They’ll spend time explaining and convincing and very little time listening. And they definitely don’t like surprises.
This is wrong. The most successful and impactful conversations as those in which you are surprised, in which you get an unexpected piece of information and has an insight, an “a-ha!” moment.
Years ago, while conducting research with people who self-identified as environmentalists, my team spoke with a woman who had the most sustainable house I’d ever seen. Everything was reused, recycled, or composted and they generated most of their own power. But, in the garage was a huge yellow HUM-V. It would have been easy to dismiss it as an anomaly, until we asked about the contradiction and she explained that the reason she owned a HUM-V was the same reason she and her family lived such a sustainable lifestyle: her highest priority was keeping her kids safe. At home, that meant doing everything possible to help the planet, but on the roads, that meant driving around in a tank.
CONNECT with the person you’re speaking with
It’s tempting to jump right into the conversation, to ask the questions that brought you together. But that’s like proposing on the first date – you’re not going to get the answer(s) you want.
The best conversations aren’t information transactions, they’re trust building exercises. Take time to get to know each other. Make small talk, talk about the traffic and the weather, share a bit about yourself and ask about them. Throughout the conversation, share a bit about yourself, commiserate over shared frustrations, and laugh at silly stories.
By sharing a bit about yourself, the person you’re talking to will share a bit of themselves, they’ll feel comfortable admitting to things that might not make sense, and to the feelings and rationalizations that drive their behaviors.
EPIC Conversations can happen with anyone anywhere from customers in focus group rooms to employees in conference rooms. You don’t need an executive mandate to have one, so have one today and let me know how it goes!
Originally published on February 10, 2020 on Forbes.com
by Robyn Bolton | Jun 10, 2020 | Book Club, Innovation, Leadership, Tips, Tricks, & Tools
“It was quite a sight! A dozen senior executives from a big, conservative financial services firm, all sitting on the floor in front of a painting, talking about what it could mean and why they think that.”
On a typical dreary November day, and Suzi and I were sitting in the café inside Boston’s Museum of Fine Arts. She had just left her job as Head of Design Thinking at Fidelity Investments and I was taking a sabbatical before deciding what would be next for my career. Introduced by a mutual friend, we decided to swap stories over lunch and a walk through one of the museum’s special exhibitions.
She was describing a Visual Thinking (VTS) session she had recently facilitated and the nearly instant impact it had on the way executives expressed themselves and communicated with each other. She saw them engage in a level of creative problem-solving and critical thinking that they hadn’t in the past.
Intrigued, I set off to learn more. What I discovered was a powerful, proven, and gasp fun way to help my clients navigate the ambiguous early days of innovation and embrace their inner curiosity and creativity.
Why should you care about VTS?
Imagine someone says to you, “If you and your team spend 1-2 hours with me each month for 9 months, I guarantee an improvement in your abilities to:
- Quickly gather and synthesize accurate and unique insights by listening deeply and re-phrasing what they heard ensure understanding
- Think critically and creatively by examining information or an idea from all angles, rethinking it, and deciding whether to keep, revise, or discard it
- Communicate more clearly, respectfully, and productively with a variety of people inside and outside the organization
- Work cross-functionally because they can apply critical thinking skills confidently to topics outside of their expertise
- Innovate and experiment because they have learned how to individually and as a team operate in uncertainty
- Provide more effective feedback by phrasing criticisms as questions and engaging in collaborative discovery and problem-solving conversations
Would you make the time commitment?
Now, what if they said, “All you have to do each month is sit together in a conference room and take part in a conversation. No travel. No additional expenses. Just turn off your email and your phone for one hour and have a conversation in a room you already pay rent on.”
Would you do it then?
Of course you would.
Because you’ve been to trainings that focus on only one of the items in the list above and those trainings are expensive, time-consuming, and not nearly as effective as they should be.
What is Visual Thinking Strategies (VTS)?
According to the book, Visual Thinking Strategies: Using Art to Deepen Learning Across School Disciplines, VTS “uses art to teach visual literacy, thinking, and communication skills – listening an expressing oneself.”
Philip Yenawine was the Director of Education at the Museum of Modern Art (MOMA) in New York from 1983 – 1993. During that time, he noticed that despite the museum’s efforts to organize and craft detailed explanations and interpretations for each piece of art, visitors would still ask lots of “Why?” questions and would remember little, if anything, from their visit.
Frustrated but curious, he and his team began studying developmental research and theory and discovered that what MOMA visitors needed wasn’t explanations, details, and facts, it was “permission to be puzzled and to think. Consent to use their powerful eyes and intelligent minds. Time to noodle and figure things out. The go-ahead to use what they already know to reflect on what they don’t; the first steps of learning.”
Philip and his team with MOMA partnered with cognitive psychologist Abigail Housen to develop and test a process now known as Visual Thinking Strategies (VTS).
In the 30 years since their initial experiments, Philip and Abigail’s work has been used in 28 countries and 58 museums, over 12,000 students have engaged in VTS discussions and 1,200 people have become trained facilitators.
How to do VTS
The secret to VTS’ effectiveness is in the facilitation so if you’re going to do this, invest in an expert facilitator. An expert facilitator is the only way to get the results listed above.
Here’s how a VTS session works:
- Facilitator shares a piece of art specially selected so that “the subjects are familiar… but they also contain elements of mystery.”
- Attendees take one minute to silently focus on the art
- Facilitator asks 3 questions over the hour:
- What’s going on in this picture?
- What do you see that makes you say that?
- What more can you find?
- As each individual answers a question, the Facilitator:
- Points at what is being observed
- Paraphrases what has been said
- Links what has been said to what others have said
- Facilitator wraps up the session by thanking everyone and sharing something s/he learned from listening. They do NOT give “the answer” because “this isn’t about right and wrong but about thinking and…that the students singly and together are capable of wonderful, grounded ideas.”
That’s it – 1 piece of art, 3 questions, and at least 5 major benefits if you commit to the process.
Seems like something worth sitting on an art gallery floor for, right?
To learn more, read Visual Thinking Strategies: Using Art to Deepen Learning Across School Disciplines by Philip Yenawine and visit the website Visual Thinking Strategies
by Robyn Bolton | Jun 3, 2020 | Innovation, Tips, Tricks, & Tools
Last week, I published a post with a very simple goal – define innovation so we can stop debating what it means and start doing it.
The response was amazing. So, I figured that this week I would tackle another buzzword – Design thinking.
We’ve all heard it and we’ve probably all said it but, like “innovation’ we probably all have a different definition for it. In fact, in the last few months alone I’ve heard it used as a synonym for brainstorming, for customer interviews, and for sketching while talking. Those things are all part of Design thinking but they aren’t the entirety of Design thinking.
What I tell my clients
When a client asks if we’re “doing Design thinking,” here’s what I say;
“Yes, because Design thinking is a way of solving problems that puts customers and stakeholders, not your organization, at the center of the process and seeks to produce solutions that create, capture, and deliver value to your customers, stakeholders, and your company.”
The Basics
- What: One could consider the official definition of Design thinking to come from Tim Brown, Executive Char of IDEO, who stated that “Design Thinking is a human-centered approach to innovation that draws from the designer’s toolkit to integrate the needs of people, the possibilities of technology, and the requirements for business success”
- Why: Useful in solving “wicked problems,” problems that are ill-defined or tricky and for which pre-existing rules and domain knowledge will be of limited or no help (or potentially detrimental)
- How:
- Inspiration: Understand the problem by building empathy with stakeholders (deeply understand their functional, emotional, and social Jobs to be Done) and document that understanding in a brief that outlines goals (ideal end state), bounds (elements to be avoided), and benchmarks against which progress can be measured
- Ideation: Generate ideas using brainstorming to develop a vast quantity of ideas (divergent thinking) and then home in on the ideas at the intersection of desirability, feasibility, and viability that best fit the brief (convergent thinking)
- Implementation: Prototype ideas so that they can be tested, evaluated, iterated, and refined in partnership with customers and stakeholders, ensuring that humans remain at the center of the process.
- When: At the start of any R&D or development process
- Traditionally, design was involved only in the late stages of development work, primarily to improve a solution’s functionality or aesthetic. Design Thinking’s ability to pull the designer mindset into the earliest phases of development is, perhaps, one of the biggest impacts it has made on business and technical fields
- Where: Can be done anywhere BUT, because it is a human-centered approach, it must involve multiple human beings through the process
- Who: Anyone who is willing to adopt a “beginner’s mind,” an attitude of openness to new possibilities, curiosity about the problem and the people with it, and humility to be surprised and even wrong
Important Points & Fun Facts
- Design Thinking IS a human-centered design approach. This means that it seeks to develop solutions to problems by involving the human perspective at every single step of the process
- Design thinking is NOT synonymous with user-centered design though user-centered design could be considered a subset of Design Thinking because it gives attention to usability goals and the user experience
- Design Thinking was NOT invented by IDEO, but I would argue that they have done more to popularize it and bring it into the mainstream, especially into business management practices, than any other person or firm.
- Design Thinking IS the product of 50+ years of academic and practical study and application. Here’s some fun facts:
- 1935: The practice of Design thinking was first established by John Dewey as the melding of aesthetics and engineering principles
- 1959: The term “Design thinking” was coined by John E. Arnold in his book Creative Engineering
- 1991: the first symposium on Design Thinking was held at Delft University in the Netherlands
- 2000s: Design thinking is widely adopted as an innovation approach thanks to books by Richard Florida (2002), Daniel Pink (2006), Roger Martin (2007), Tim Brown (2009), and Thomas Lockwood (2010)
- 2005: Stanford’s d.school begins teaching Design thinking as a general approach to innovation
- Design Thinking is NOT just for radical/breakthrough/disruptive innovation
- Design Thinking IS useful for all types of innovation (something different that creates value) resulting from wicked problems. In fact, as far back as 1959, John E. Arnold identified four types of innovation that could benefit from a Design thinking approach:
- Novel functionality, i.e. solutions that satisfy a novel need or solutions that satisfy an old need in an entirely new way
- Higher performance levels of a solution
- Lower production costs
- Increased salability
If you want to learn more…
As noted above, there are lots of resources available to those who are deeply curious about Design thinking. I recommend starting with Tim Brown’s 2008 HBR article, Design Thinking, and then diving into IDEO’s extremely helpful and beautifully designed website dedicated entirely to Design thinking.
Here’s what I’d like to learn…
- Was this helpful in clarifying what Design Thinking is?
- What, if anything, surprised you?
- What else would you like to know?
Drop your thoughts in the comments or shoot me an email at robyn@milezero.io
by Robyn Bolton | May 27, 2020 | Innovation
When I worked on P&G’s WalMart sales team, one of my bosses was a big guy with an even bigger personality. He shared his opinions loudly and broadly and one of his opinions was that we needed to stop using the word “breakthrough.”
“If I have to hear one more time about some new ‘breakthrough’ soap, I will throw you out of this office myself!” he would bellow.
Years later, I can’t help but wonder what he would think of the word “innovation.”
In May 2012, The Wall Street Journal published an article positing that, as the word “innovation” increased in usage, it decreased in meaning. The accompanying infographic said it all:
- 33,528: Times “innovation” was mentioned in quarterly and annual reports in the previous year
- 255: Books published in the last 90 days with “innovation” in the title
- 43%: Executive who say that their company has a Chief Innovation Officer or similar role
- 28%: Business schools with “innovation,” “innovate,” or “innovative” in their mission statements
That may seem like a lot but, remember, that data is nearly 8 YEARS OLD!
The desire for and investment in Innovation in all its forms – accelerators, incubators, startup/venture studios, corporate venture capital teams – has only grown since 2012.
While this may seem like a good thing, the fact that the success rate of innovations hasn’t changed, means that most people react to “innovation” the same way my boss reacted to “breakthrough” – if you bring it up, they throw you out.
To avoid getting thrown out of offices, one of the first thing I do with my clients when we begin working to build innovation into an enduring capability within their companies, is re-establish what innovation is and is not.
Innovation IS something different that creates value.
When people hear the term “innovation,” they tend to think of new-to-the-world gadgets that fundamentally change how we live our lives. Yes AND it’s many other things, too. Let’s break down the definition:
- “Something” includes products and technology, it also includes services, processes, revenue models, and loads of other things. Consider this, many would argue, quite convincingly, that the Toyota Production System was one of the biggest innovations of the 20th century
- “Different” often surprises people. After all, even Merriam Webster defines innovation as “something new.” But here’s the thing, one of the most commonly cited innovations, the iPhone, wasn’t “new.” Even Steve Jobs admitted it when he said, in his keynote speech, that Apple was introducing three products – a widescreen iPod with touch controls, a mobile phone, and an internet connected device. The iPhone was, however, different because it combined those three devices into one.
- “Creates value” is probably the most important part of the definition. All innovations solve problems. Solving problems creates value. If you solve a big problem, either because it’s a problem lots of people have or it’s a very painful problem a few people have or something in-between, you create a lot of value for others and for yourself.
Innovation IS NOT a one-size-fits-all term.
Think of it this way, both a Kia and a Maserati are cars, but you wouldn’t expect to pay Kia’s price tag and get a Maserati (and vice versa). Similarly, both a convertible and a pick-up truck are automobiles, but you wouldn’t use your convertible to carry building equipment to a construction site.
With a definition as broad as the one above, it’s possible for “innovation’ to become even more meaningless as it gets applied to more things. That’s why it’s important to identify different types of innovation.
There’s no universally accepted set of innovation types, which is why I recommend companies consider defining at least three types that reflect their business and forward-looking strategies.
One of the most common set of innovation categories is based on the degree of change required for implementation:
- Core Innovation requires minimal or no change to the current business model (customers, offerings, revenue model, resources and processes). Also known as Continuous or Incremental Innovation, this is the unglamorous but deeply important work of constantly improving what you do and how you do it.
- Adjacent Innovation changes a significant change to at least one element of your business model. It could be changing who you serve, like expanding from interventional cardiologists to general cardiologists, what you offer, like P&G’s expansion into “durable goods” when it launched Swiffer, or how you offer or deliver it.
- Radical innovation is the stuff that gets all the press. These innovations fundamentally change the business, like IBM moving from computers to business services. These innovations are high-risk and require a lot of time, money, and patience to see to fruition. This type of innovation is also called “Breakthrough” but, for obvious reasons, I shy away from that term.
There are many things that need to be done to shift innovation from buzzword to business capability. Defining innovation AND at least three different types is only the first step in moving from innovation theory and theater to building innovation into a true capability that drives sustainable growth.
Or, as I would tell my old boss, “It’s the first step. But it’s a breakthrough one.”
Originally published on December 30, 2019 on Forbes.com
