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Empathic facilitation for enhancing
customer-oriented innovation
Tero Montonen
Päivi Eriksson
Hanna Lehtimäki
ICMC2014
Bim...
The Fuzzy Front End
17.1.2015 2
NOVEL IDEAS
CONCEPTS
PROTOTYPES
LAUNCHDEVELOPMENT
Traditional product development
CONTEXT ...
17.1.2015 3
How to make the
Fuzzy Front End
more customer-
oriented?
Innovation and
positive
organizational
scholarship.
T...
EMPATHY IN INNOVATION
17.1.2015 4
Empathy is the
ability to take
another person’s
perspective and
understand their
needs. ...
The Innovation Empathy (Inpatia) project
17.1.2015 5
The aim is to develop
and test a new
Innovation Empathy
Model in coll...
17.1.2015 6
The Innovation Empathy Model
1st and 2nd rounds of development and testing
Emphasis on doing empathy exercises
•The 1st round: Student innovators were ...
3rd and 4th rounds of development and testing
More emphasis on empathic facilitation; initiating and maintaining
a dialogu...
CONCLUSIONS FROM THE CASE
17.1.2015 9
The FFE can be
made more
customer-oriented
with increasing
levels of empathy
Empathi...
Thank you!
tero.montonen@uef.fi
paivi.eriksson@uef.fi
hanna.lehtimaki@uef.fi
www.uef.fi/inpatia
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Empathic facilitation

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Facilitating with empathy for the purpose of enhancing customer centred innovation

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Empathic facilitation

  1. 1. Empathic facilitation for enhancing customer-oriented innovation Tero Montonen Päivi Eriksson Hanna Lehtimäki ICMC2014 Bimtech, India
  2. 2. The Fuzzy Front End 17.1.2015 2 NOVEL IDEAS CONCEPTS PROTOTYPES LAUNCHDEVELOPMENT Traditional product development CONTEXT OF THE CASE: THE INNOVATION PROCESS
  3. 3. 17.1.2015 3 How to make the Fuzzy Front End more customer- oriented? Innovation and positive organizational scholarship. THE FOCUS OF OUR INTEREST What is the relevance of empathy in innovation?
  4. 4. EMPATHY IN INNOVATION 17.1.2015 4 Empathy is the ability to take another person’s perspective and understand their needs. It also means willingness to help others. Innovation is about providing solutions for other people’s problems and needs
  5. 5. The Innovation Empathy (Inpatia) project 17.1.2015 5 The aim is to develop and test a new Innovation Empathy Model in collaboration with companies
  6. 6. 17.1.2015 6 The Innovation Empathy Model
  7. 7. 1st and 2nd rounds of development and testing Emphasis on doing empathy exercises •The 1st round: Student innovators were fairly satisfied with the process and results (Asikainen et al. 2013), but we were not •The 2nd round: Company and consultant innovators were not satisfied wit the process and results, nor were we Our conclusion:  Too little facilitation, too much reliance on empathy exercises to do the job  How working with the model should be facilitated? 17.1.2015 7
  8. 8. 3rd and 4th rounds of development and testing More emphasis on empathic facilitation; initiating and maintaining a dialogue with innovators (with questions, comments, reflection and feed back). Both facilitators and company innovators were more satisfied with the process and results. Our conclusion: Practice what you preach  facilitators need to take innovators as their customers, and use the same three forms of empathy (cognitive, affective and helping) with both 17.1.2015 8
  9. 9. CONCLUSIONS FROM THE CASE 17.1.2015 9 The FFE can be made more customer-oriented with increasing levels of empathy Empathic facilitation (or hosting, convening…) is a key element of the Innovation Empathy Model Cognitive and affective empathy and helping behaviour are key ingredients of innovation processes
  10. 10. Thank you! tero.montonen@uef.fi paivi.eriksson@uef.fi hanna.lehtimaki@uef.fi www.uef.fi/inpatia

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