Let Go of Your Ego: Orchestrating Progress through Competitive Collaboration
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Organizations represent a marketplace of ideas with the aim of achieving strategic objectives. Service design competes with other methodologies—lean, agile and design thinking—to frame problems and propose solutions for creating value. Tensions among these deter progress in translating these aspirations into reality. To deliver exceptional services, service designers must not approach their work as a zero-sum game of us vs. them. This talk explores competitive collaboration, a strategy for emphasizing cooperation with opposing enterprise worldviews. A set of principles and example tactics will equip attendees to create greater impact in their projects from discovery to strategy to delivery.
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Let Go of Your Ego: Orchestrating Progress through Competitive Collaboration
- 1. Orchestrating Progress through Competitive Collaboration LET GO OF YOUR EGO Patrick Quattlebaum (PQ) Harmonic Design, USA @ptquattlebaum Service Design Global Conference | October 11, 2018 | Dublin, Ireland
- 3. Co-Author, Orchestrating Experiences Co-Founder & CEO, Harmonic Design Founder, studioPQ Head of Service Design, Capital One Managing Director, Adaptive Path Chief Experience Officer, Macquarium Patrick Quattlebaum (PQ)
- 4. SAVIOR
- 5. GENIUS
- 6. HERO
- 7. CONFIDENT?
- 8. COMPLEX S%*T
- 9. AGILE LEAN SIX SIGMA LEAN SIX SIGMALEAN SERVICES BPM DESIGN THINKING JOBS TO BE DONE GOOGLE DESIGN SPRINTS TRIBES
- 10. TOOLS
- 11. MY TRIBE
- 12. LOVE
- 13. TRIBE THERAPY
- 14. The Audience: Irish Writers – Blue by Mia Funk, 2009
- 15. Ever tried. Ever failed. No matter. Try Again. Fail again. Fail better. Future review of this presentation The Audience: Irish Writers – Blue by Mia Funk, 2009
- 17. SO MUCH IMPROVED TOUCHPOINTS INNOVATIVE SERVICES BETTER CONNECTIONS MORE EFFICIENT SERVICES BETTER JOURNEYS DESIGNING TO DELIVER NEW TOUCHPOINTS RELATIONSHIPS NEW VALUE A BETTER DAY AT WORK
- 19. SO MANY DESIGNING TO DELIVER SOURCE: https://commons.wikimedia.org/wiki/File:Changchun_1932_-_Plan_2.jpg
- 20. BE CONFIDENT KEEP EGO IN CHECKYET
- 21. BE CONFIDENT PLAY NICE KEEP EGO IN CHECK REWRITE THE RULES YET BUT
- 22. BE CONFIDENT PLAY NICE IMMEDIATE IMPACT KEEP EGO IN CHECK REWRITE THE RULES SYSTEMIC CHANGE YET BUT AND
- 23. My mistakes are my life.
- 28. Product Customer Empathy Innovation Participant Empathy All Horizons Service DESIGN THINKINGDT SERVICE DESIGNSD
- 29. DT SD
- 30. DT SD
- 31. DT SD
- 32. DT SD
- 33. DT SD SD DT
- 34. DT SD
- 35. DT SD
- 36. DT SD
- 38. L T IT GOT TO GOE
- 39. They were most correct, according to their god.
- 40. The Roots of Ethnicity by Ronald R. Atkinson
- 43. CFO CIO/CTO COO CMO We need to be thoughtful in how we use our resources. A plague or famine could be on the horizon. Another organization could take advantage of a weak financial position.
- 44. CFO CIO/CTO COO CMO It’s an arms race. We needs to be bold and invest. We need the latest tools to compete and gain territory.
- 45. CFO COO CMO We must have clear policies and rules to govern. We need to conserve our energy and do only what we must do and what is valuable. CIO/CTO
- 46. CFO CMO We must make ourselves desirable to others so that we gain influence and attract new followers. We must grow or we will die. CIO/CTO COO
- 48. Agile Lean Lean UX Google Sprints Lean Six Sigma Lean Services BPM Innovation Portfolios Integrated planning CX Management Lifecycle Marketing
- 49. Agile Lean Lean UX Google Sprints Lean Six Sigma Lean Services BPM Service Design Innovation Portfolios Integrated planning Design Thinking CX Management Lifecycle Marketing
- 50. Violence CHIEFDOM STRATEGIES Alliance by Marriage New Rituals & Idols Rainmaking Generosity Adopt Language The Roots of Ethnicity by Ronald R. Atkinson
- 51. VIOLENCE
- 52. That’s not your job!
- 53. ALLIANCE
- 54. DESIGN AGILE
- 55. RAINMAKER
- 56. CHEAPER!LONG TERM VALUE! AGILE LEANDESIGN FASTER! DESIGN
- 57. GENEROSITY
- 59. RITUALS & IDOLS
- 60. SPRINTS! KANBAN! CRITIQUES! FLARE! FOCUS! SCRUM OF SCRUMS! SERVICE DESIGN WORKSHOPS! IMMERSION! CONFERENCE ROOM PILOTS! SCRUMS! Who says we’re doing what now? VELOCITY!
- 61. ADOPT LANGUAGE Incentivize…I think she’s one of us…
- 62. We call them sprints. Maybe we need design sprints.
- 63. Violence ACHOLI CHIEFDOM STRATEGIES Alliance by Marriage Generosity Rainmaking New Rituals & Idols Adopt Language The Roots of Ethnicity by Ronald R. Atkinson
- 64. Agile Lean Lean UX Google Sprints Lean Six Sigma Lean Services BPM Service Design Innovation Portfolios Integrated planning Design Thinking CX Management Lifecycle Marketing
- 65. To contrive a little kingdom, in the midst of the universal muck.
- 66. DIFFERENT LANDS
- 70. NO TIME I want to… There’s no time…
- 71. NOT YET! IS THIS REAL? SITUATIONS
- 72. NO VALUE We do this now… What’s the value? Go team!
- 73. NOT YET! IS THIS REAL? WE DID IT! SITUATIONS
- 74. NOT ENOUGH DELIVERY meanwhile… Did you hear something? DELIVERYSERVICE DESIGN Let’s do it! Let’s do it! Let’s do it!
- 75. DOING IT OUR WAY What does this mean for what we do?
- 76. BATTLES
- 77. WARS
- 78. DAMAGED TRUST DUPLICATE ACTIVITIES MISSED OPPORTUNITIES SLOW PROGRESS
- 79. CONUNDRUM
- 80. WE ARE COMPETING
- 81. WE ARE LOOKING FOR CONVERTS
- 82. NOT EVERYONE WANTS TO JUMP ONBOARD
- 83. WE DON’T HAVE ALL THE ANSWERS
- 84. BUT WE HAVE SOME OF THEM
- 85. AND SO DO THEY
- 86. To find a form that accommodates the mess…
- 89. Samsung makes $100 off every iPhone X.
- 90. ISSUES ONE-SIDED RISK AVERSION SURFACE LEVEL You first… This is higher than I thought… That’s far enough…
- 91. COMMON THREAT
- 93. PRE- COMPETITIVE
- 95. COLLABORATIVE COMPETITION GRID BY THE NETWORK FOR BUSINESS SUSTAINABILITY
- 96. COMPETITOR COLLABORATION GRID SOURCE: Collaborating with Competitors to Advance Sustainability Cooperative Competitive FormalInformal
- 97. COMPETITOR COLLABORATION GRID SOURCE: Collaborating with Competitors to Advance Sustainability Cooperative Competitive FormalInformal IDEALISTS ENTHUSIASTS PERSUADEDOBSERVERS
- 98. IDEALISTS SOURCE: Collaborating with Competitors to Advance Sustainability Competitive FormalInformal IDEALISTS Cooperative Collaborative orientation Shared urgency Leverage informal relationships
- 100. ENTHUSIASTS SOURCE: Collaborating with Competitors to Advance Sustainability Competitive FormalInformal ENTHUSIASTS Cooperative Collaboration orientation Bias – move fast Formal rules & relationships
- 102. OBSERVERS SOURCE: Collaborating with Competitors to Advance Sustainability Competitive FormalInformal OBSERVERS Cooperative Passive collaboration Less urgency Diverse interests
- 103. OBSERVERS
- 104. PERSUADED SOURCE: Collaborating with Competitors to Advance Sustainability Competitive FormalInformal PERSUADED Cooperative Competitive orientation Formal structures Low on passion, stakes
- 105. PERSUADED If you say so…
- 106. COMPETITOR COLLABORATION GRID SOURCE: Collaborating with Competitors to Advance Sustainability Cooperative Competitive FormalInformal IDEALISTS ENTHUSIASTS PERSUADEDOBSERVERS PERSUADEDOBSERVERS
- 107. CHALLENGES Having a cooperative orientation Taking the first step Being intentional Building trust Reducing duplicative efforts Staying focused on common outcomes
- 108. I did my best to go in a circle, hoping to go in a straight line.
- 109. DESIGNING TO DELIVER
- 110. THE MATERIAL OF SERVICE DESIGN IS THE ORGANIZATION Stephen Taylor, Harmonic Design
- 111. Evangelizing our approaches SET ASIDE (FOR THE MOMENT) Pushing our tools Teaching others our way Creating new converts Building our tribe
- 113. All tribes want their world view to be relevant TRY THIS FRAME ON “Do it with me my way” is not collaboration No tribe has the whole answer Every tribe is part of the solution The organization is a marketplace of tribes
- 115. BALANCE FIGHTER MONK
- 116. 1 + 1 = 3 NOT JUST THIS THIS SD
- 117. BEHAVIORS Learn, then teach Be intentional Take the first step Dig into language Go on missions
- 118. LEARN, THEN TEACH
- 119. WARM WATERS FEEL GOOD…
- 120. ….BUT COLD WATERS WAKE YOU UP
- 121. BURST YOUR BUBBLE
- 122. CROSS TRAIN GET LIT DO YOUR HOMEWORK APPRENTICE
- 123. TEACH THE TRIBE Here are some useful concepts…
- 124. BE INTENTIONAL
- 128. TAKE THE FIRST STEP
- 129. CHOOSE CAREFULLY
- 130. CHOOSE CAREFULLY
- 131. SPARRING PARTNERS
- 132. BE OPEN Here’s where I’m coming from… My biggest concern is…
- 133. BE EXPLICIT What would make you comfortable?
- 134. DIG INTO LANGUAGE
- 135. VALUE *SOURCE: Blind Spot: Illuminating the Hidden Value of Business by Steve Diller, Nathan Shedroff, & Sean Sauber Value is what a person is willing to pay for. Functional Financial Emotional Identity Meaningful*
- 136. WASTE The two wastes I think we should address are waiting and skills. It’s as if she’s reading my mind.
- 137. TIME Every minute I remove saves millions of dollars… Process Adding this minute creates a better relationship…
- 138. GO ON MISSIONS
- 139. HELP IT We can help you make that service more efficient…
- 140. HACK IT VALUE STREAM 2.0
- 141. DEDUPE IT HOW DO YOU SEQUENCE?
- 142. HARMONIZE IT Let’s try it! Third Way
- 143. The creation of the world did not take place once and for all time, but takes place every day.
- 144. BE CONFIDENT PLAY NICE IMMEDIATE IMPACT KEEP EGO IN CHECK REWRITE THE RULES SYSTEMIC CHANGE YET BUT AND OUR MISSION
- 145. SHAMELESS PLUG Orchestrating Experiences: Collaborative Design for Complexity by Chris Risdon & Patrick Quattlebaum Get a copy today! https://rosenfeldmedia.com/books/orchestrating-experiences/
- 146. Orchestrating Progress through Competitive Collaboration LET GO OF YOUR EGO Patrick Quattlebaum (PQ) Harmonic Design, USA @ptquattlebaum Service Design Global Conference | October 11, 2018 | Dublin, Ireland