This blog as a source of inspiration and provocative thought.
I am often asked, "what is the one thing you look for when working with executives?" I have one simple answer, "Self awareness". If we have self awareness, we also have the ability to learn, to reflect and to change. Without self awareness we are unable to see our role in a situation, how we are contributing to creating undesirable (or desirable) circumstances, and are hindered in our capacity to make meaningful change.
I often use the words 'to be in service of others' and I'd like to explore the connection between this and self awareness.
First of all, let's define what 'being in service of' means.
Being in service is:
Being in service is not:
In the many years I have been working with large organisations to shift the mindset around customer centricity, I have seen a division occur. It seems we’ve decided that customers are different from employees in terms of their values. Sure, customers are different from employees from their activities, problems they are trying to solve and motivations, though their values are not that different. Especially, the deeper held values that often inform how people like to be treated and interacted with.
Here are two important reasons why you should have the same values informing your corporate culture and your customer experience:
A key ingredient to positive interactions with people, inside (employees) or outside (customers) your organisation, is authenticity. Authenticity doesn’t always come naturally to us in a business context. In fact, it doesn’t come naturally in our social context either sometimes, so we...
Just like an athlete trains their body, we need to train our minds. If we are to head out there into the world and re-wire the systems that contribute to the challenges facing humanity, we need to be professionals. We need to be Olympic Grade athletes at what we do. These challenges are tricky, they take commitment, resilience and determination. It takes real GRIT. To get there we need to commit to doing the work ourselves.
We need to be prepared to look under the hood, to explore what makes us tick so we know how it is aﬀecting our work. We need to be willing to go places that might be a little ugly, and we might not like what we see, but that’s ok. At least we’ll know what to do about it.
The world needs people who care, who are deeply concerned about the state of things and want to do something about it. Sometimes people think that doing good is ﬂuﬀy, that it’s ﬂowers, unicorns and rainbows. To me,...
I was recently asked to write about stance and its role in design. Well, its role in anything actually. Stance is different to values, it is different to your intention. It describes how you choose to ‘be’ in the pursuit of something, whatever that might be.
Having loved sailing my whole life, I tend to use sailing as a metaphor to describe it. If your purpose is the reason why you sail, for the love of sea and nature, your intention is where you aim to get to, the island in the middle of the bay, your stance describes how you sail the boat to get there, whether you race or you cruise.
Describing your stance sets up how you will ‘be’ as you go about getting your work done. It sets up how you interact with your work, with each other, your approach to problem solving and dealing with challenges and successes.
Stance can be deliberately considered in the design of teams, projects and work. It can influence decisions about...
Ever fallen in love with your own idea? I have. There is a time and place for this kind of love, and when you get the timing wrong, it really stings.
Solution seduction is a term we started using at Huddle in 2009 when we were trying to explain the difference between a convergent engineering process versus a divergent design process. Having been an engineer designing human experiences first, I am very familiar with the process of coming up with an idea and bringing that idea into reality, in its original form, as you conceived it. This really is a great feeling.
Though sometimes we fall in love too early. We become attached to a solution when we are still learning about the context of design. We are still uncovering new information about the needs and motivations of the people we are designing for. We are still understanding the limitations of what the technology can do, or what the organisation can feasibly support.
When you converge too early on a solution, the design process...