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MAKE BETTER DECISIONS TOGETHER JAKE ZUKOWSKI INTERACTION DESIGN - - PowerPoint PPT Presentation
MAKE BETTER DECISIONS TOGETHER JAKE ZUKOWSKI INTERACTION DESIGN - - PowerPoint PPT Presentation
MAKE BETTER DECISIONS TOGETHER JAKE ZUKOWSKI INTERACTION DESIGN DIRECTOR AT FJORD HAPPY ELECTION DAY REMEMBER TO GET YOUR FREE KRISPY KREME DONUT TODAY! EVER NOTICE ITS EASIER TO MAKE DECISIONS IN STARTUPS? Strength lies in
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HAPPY ELECTION DAY
REMEMBER TO GET YOUR FREE KRISPY KREME DONUT TODAY!
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EVER NOTICE IT’S EASIER TO MAKE DECISIONS IN STARTUPS?
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Strength lies in differences, not in similarities. – Stephen Covey
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DIVERSITY BREEDS INNOVATION
AND INNOVATION BREEDS SUCCESS
Forbes study has identified workforce diversity and inclusion as a key driver of internal innovation and business growth. University of Michigan study showed that groups of diverse problem solvers can
- utperform groups of high-
ability problem solvers. According to McKinsey, companies with diverse executive boards enjoy significantly higher earnings and returns on equity.
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Progressive has used its inclusive strategy to outpace the market in terms of customer satisfaction and shareholder value.
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OUTPACING THE DOW JONES AVERAGE BY 20%
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Diversity and independence are important because the best collective decisions are the product of disagreement and contest, not consensus
- r compromise
– James Surowiecki
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DISAGREEMENT AND CONTEST, NOT CONSENSUS OR COMPROMISE
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HOW DO YOU SQUARE INCLUSIVENESS WITH DISAGREEMENT AND CONTEST?
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DOESN’T DISAGREEMENT AND CONTEST KILL A CULTURE?
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NO
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CONSENSUS KILLS CULTURE
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CONSENSUS IS THE KRYPTONITE OF BEING BOLD
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CONSENSUS GIVES POWER TO DEBBIE DOWNER
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CONSENSUS TYPICALLY LEAVES EVERYONE UNSATISFIED
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WE MOVE SO SLOWLY WE NEVER TAKE A RISK WE CAN’T MAKE A DECISION
THE EFFECTS
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Nothing is what happens when everyone has to agree. – Seth Godin
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CONSENSUS AVOIDS CRITICAL CONVERSATIONS
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OK, I’M SOLD. NO MORE CONSENSUS CULTURE. BUT WHAT IF I HAVE A STALEMATE?
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YOU NEED A NORTH STAR VISION
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BUT CREATING ONE CAN BE DAUNTING
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THE AVERAGE WALMART HAS 144,000 ITEMS
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DOES ANYONE FIND THIS TO BE A PLEASANT EXPERIENCE?
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abundance
- f choice
decisions are muddied simplify expectations and find meaning
THE CHALLENGE
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LIQUID EXPECTATIONS
TRANSCEND TRADITIONAL BOUNDARIES why can’t checking in/
- ut of my hotel be as
easy as using Uber? why can’t my cell phone bill be as easy to read as Mint.com? why can’t everything be as easy to find as it is on Google?
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LIQUID EXPECTATIONS
IN THE FINANCIAL SERVICES SPACE
DIRECT COMPETITORS EXPERIENTIAL COMPETITORS
Services that change customer expectations – and raise them for yours
PERCEPTUAL COMPETITORS
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THE WORLD IS MORE AMBIENT THAN EVER BEFORE
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MORE PLATFORMS HAS MADE IT HARDER TO FIND A COHERENT VOICE.
M S L XL XS XXL Retail Superstore
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AND MORE DATA DOESN’T NECESSARILY MEAN MORE INSIGHT
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AS A RESULT, WE’VE LOST SIGHT OF THE CONSUMER AND WHAT SHE FINDS MEANINGFUL.
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DETERMINING WHAT’S MEANINGFUL IS THE KEY TO WHAT DRIVES INNOVATION AND VALUE
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WHAT DRIVES INNOVATION AND VALUE HELPS TEAMS TO CLARIFY THEIR GOALS
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FIRST, CREATE THE RIGHT FRAME TO THINK ABOUT THE WORK
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PROVIDE FINNAIR’S CUSTOMERS WITH THE BEST DIGITAL TRAVEL EXPERIENCE WE BUILD PEACE OF MIND IN OUR AIR TRAVELERS
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WE BUILD PEACE OF MIND IN OUR AIR TRAVELERS
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HOW DO YOU BUILD A CUSTOMER-FOCUSED VISION STATEMENT?
TALK WITH YOUR CUSTOMERS
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ACTIVE LISTENING AND TECHNIQUES OF ANTHROPOLOGY
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HOW DO YOU BUILD A CUSTOMER-FOCUSED VISION STATEMENT?
TALK WITH YOUR CUSTOMERS TALK WITH YOUR CO- WOKERS
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WHO HAS EMPATHY WITH YOUR CUSTOMER?
Hello
I a m y
- u
r …
Designer Hello
I am your…
Awesome Sales Person
Hello
I am yovr…
C u s t
- m
e r S e r v i c e R e p
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YOU HAVE A GOOD VISION WHEN TEAM MEMBERS USE IT TO MAKE DECISIONS
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BUT WAIT. SHOULDN’T THIS BE SET BY LEADERSHIP?
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HOW DO YOU RECOGNIZE DESTRUCTIVE BEHAVIORS?
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OUR BRAINS ARE WIRED FOR FIGHT OR FLIGHT
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FIGHT
Easier to recognize in others. But how can we recognize it in ourselves before we get to an uncontrollable point?
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FIGHT
- Pointing
- Standing or hovering
- Patterns of language
- Mouth dries out
- Voice raises
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FLIGHT
Typically we see this as the more “rational” and “humane” response, but it is destructive as well.
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FLIGHT
- Immediate need to
remove yourself from a situation
- Quiet up with no
- pinion given
- SPOOMA-like
behavior.
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SPOOMA LOOK AT THE CONTENT AND THE CONDITIONS
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SHOULDN’T I JUST BE HONEST AND DIRECT WITH MY FEEDBACK?
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GETTING RESULTS VS. KEEPING A RELATIONSHIP GETTING RESULTS AND KEEPING A RELATIONSHIP
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IN A CONVERSATION, ASK YOURSELF …
What do I really want for myself? What do I really want for others? What do I really want for our product or service? How should I behave if I wanted these results?
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IN SUMMARY …
Destroy consensus, before it destroys you. Create a north star customer-focused vision of your product or service to help clarify organization goals. Communicate to get results and keep a relationship.
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THANK YOU
Jake Zukowski, @jakez