Successfully reported this slideshow.
We use your LinkedIn profile and activity data to personalize ads and to show you more relevant ads. You can change your ad preferences anytime.

Let Go of Your Ego: Orchestrating Progress through Competitive Collaboration

428 views

Published on

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.

Published in: Design

Let Go of Your Ego: Orchestrating Progress through Competitive Collaboration

  1. 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
  2. 2. HELLO,
 DUBLIN.
  3. 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. 4. SAVIOR
  5. 5. GENIUS
  6. 6. HERO
  7. 7. CONFIDENT?
  8. 8. COMPLEX S%*T
  9. 9. AGILE LEAN SIX SIGMA LEAN SIX SIGMALEAN SERVICES BPM DESIGN THINKING JOBS TO BE DONE GOOGLE DESIGN SPRINTS TRIBES
  10. 10. TOOLS
  11. 11. MY TRIBE
  12. 12. LOVE
  13. 13. TRIBE
 THERAPY
  14. 14. The Audience: Irish Writers – Blue by Mia Funk, 2009
  15. 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
  16. 16. WHAT? DESIGNING TO DELIVER
  17. 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
  18. 18. WHO? DESIGNING TO DELIVER
  19. 19. SO MANY DESIGNING TO DELIVER SOURCE: https://commons.wikimedia.org/wiki/File:Changchun_1932_-_Plan_2.jpg
  20. 20. BE CONFIDENT KEEP EGO IN CHECKYET
  21. 21. BE CONFIDENT PLAY NICE KEEP EGO IN CHECK REWRITE THE RULES YET BUT
  22. 22. BE CONFIDENT PLAY NICE IMMEDIATE IMPACT KEEP EGO IN CHECK REWRITE THE RULES SYSTEMIC CHANGE YET BUT AND
  23. 23. My mistakes are my life.
  24. 24. THE ORGANIZATION SD
  25. 25. THE ORGANIZATION DT SD
  26. 26. SD THE ORGANIZATION DT
  27. 27. Product Customer
 Empathy Innovation Participant
 Empathy All Horizons Service DESIGN THINKINGDT SERVICE DESIGNSD
  28. 28. DT SD
  29. 29. DT SD
  30. 30. DT SD
  31. 31. DT SD
  32. 32. DT SD SD DT
  33. 33. DT SD
  34. 34. DT SD
  35. 35. DT SD
  36. 36. SELF-IDENTITY SELF-PRESERVATION GOE
  37. 37. L T IT GOT TO GOE
  38. 38. They were most correct, 
 according to their god.
  39. 39. The Roots of Ethnicity by Ronald R. Atkinson
  40. 40. CFO CIO/CTO COO CMO
  41. 41. CFO CIO/CTO COO CMO
  42. 42. 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.

  43. 43. 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. 

  44. 44. 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
  45. 45. 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
  46. 46. CFO CIO/CTO COO CMO
  47. 47. Agile Lean Lean UX Google Sprints Lean Six Sigma Lean Services BPM Innovation Portfolios Integrated planning CX
 Management Lifecycle
 Marketing
  48. 48. Agile Lean Lean UX Google Sprints Lean Six Sigma Lean Services BPM Service
 Design Innovation Portfolios Integrated planning Design
 Thinking CX
 Management Lifecycle
 Marketing
  49. 49. Violence CHIEFDOM STRATEGIES Alliance by Marriage New Rituals & Idols Rainmaking Generosity Adopt Language The Roots of Ethnicity by Ronald R. Atkinson
  50. 50. VIOLENCE
  51. 51. That’s not your job!
  52. 52. ALLIANCE
  53. 53. DESIGN AGILE
  54. 54. RAINMAKER
  55. 55. CHEAPER!LONG TERM VALUE! AGILE LEANDESIGN FASTER! DESIGN
  56. 56. GENEROSITY
  57. 57. RITUALS & IDOLS
  58. 58. SPRINTS! KANBAN! CRITIQUES! FLARE! FOCUS! SCRUM OF SCRUMS! SERVICE DESIGN
 WORKSHOPS! IMMERSION! CONFERENCE ROOM PILOTS! SCRUMS! Who says we’re 
 doing what now? VELOCITY!
  59. 59. ADOPT LANGUAGE Incentivize…I think she’s 
 one of us…
  60. 60. We call them sprints. Maybe we need 
 design sprints.
  61. 61. Violence ACHOLI CHIEFDOM STRATEGIES Alliance by Marriage Generosity Rainmaking New Rituals & Idols Adopt Language The Roots of Ethnicity by Ronald R. Atkinson
  62. 62. Agile Lean Lean UX Google Sprints Lean Six Sigma Lean Services BPM Service
 Design Innovation Portfolios Integrated planning Design
 Thinking CX
 Management Lifecycle
 Marketing
  63. 63. To contrive a little kingdom, 
 in the midst of the universal muck.
  64. 64. DIFFERENT LANDS
  65. 65. ESTABLISH IDENTITY Service Design!
  66. 66. Product Agile UX Business
 Strategy Service Design goes where? Design
 Thinking Business Process
 Design Brand
 Strategy FIND YOUR FIT
  67. 67. NOT YET! SITUATIONS
  68. 68. NO TIME I want to… There’s no time…
  69. 69. NOT YET! IS THIS REAL? SITUATIONS
  70. 70. NO VALUE We do this now… What’s the value? Go team!
  71. 71. NOT YET! IS THIS REAL? WE DID IT! SITUATIONS
  72. 72. NOT ENOUGH DELIVERY meanwhile… Did you hear something? DELIVERYSERVICE DESIGN Let’s do it! Let’s do it! Let’s do it!
  73. 73. DOING IT OUR WAY What does this mean for what we do?
  74. 74. BATTLES
  75. 75. WARS
  76. 76. DAMAGED TRUST DUPLICATE ACTIVITIES MISSED OPPORTUNITIES SLOW PROGRESS
  77. 77. CONUNDRUM
  78. 78. WE ARE COMPETING
  79. 79. WE ARE LOOKING 
 FOR CONVERTS
  80. 80. NOT EVERYONE 
 WANTS TO JUMP ONBOARD
  81. 81. WE DON’T HAVE ALL 
 THE ANSWERS
  82. 82. BUT WE HAVE 
 SOME OF THEM
  83. 83. AND SO DO THEY
  84. 84. To find a form that accommodates the mess…
  85. 85. COMPETITIVE
 COLLABORATION
  86. 86. BACK THEN… …NOW and
  87. 87. Samsung makes $100 off every iPhone X.
  88. 88. ISSUES ONE-SIDED RISK AVERSION SURFACE LEVEL You first… This is higher
 than I thought… That’s far enough…
  89. 89. COMMON
 THREAT
  90. 90. Alliance for Responsible Denim
 (Amsterdam)
  91. 91. PRE- COMPETITIVE
  92. 92. Accelerating Medicines Partnership (AMP)
  93. 93. COLLABORATIVE
 COMPETITION GRID BY
 THE NETWORK FOR BUSINESS SUSTAINABILITY

  94. 94. COMPETITOR COLLABORATION GRID SOURCE: Collaborating with Competitors to Advance Sustainability Cooperative Competitive FormalInformal
  95. 95. COMPETITOR COLLABORATION GRID SOURCE: Collaborating with Competitors to Advance Sustainability Cooperative Competitive FormalInformal IDEALISTS ENTHUSIASTS PERSUADEDOBSERVERS
  96. 96. IDEALISTS SOURCE: Collaborating with Competitors to Advance Sustainability Competitive FormalInformal IDEALISTS Cooperative Collaborative orientation Shared urgency Leverage informal relationships
  97. 97. IDEALISTS PEANUT
 BUTTER JELLY
  98. 98. ENTHUSIASTS SOURCE: Collaborating with Competitors to Advance Sustainability Competitive FormalInformal ENTHUSIASTS Cooperative Collaboration orientation Bias – move fast Formal rules & relationships
  99. 99. ENTHUSIASTS THIRD WAY!
  100. 100. OBSERVERS SOURCE: Collaborating with Competitors to Advance Sustainability Competitive FormalInformal OBSERVERS Cooperative Passive collaboration Less urgency Diverse interests
  101. 101. OBSERVERS
  102. 102. PERSUADED SOURCE: Collaborating with Competitors to Advance Sustainability Competitive FormalInformal PERSUADED Cooperative Competitive orientation Formal structures Low on passion, stakes
  103. 103. PERSUADED If you say so…
  104. 104. COMPETITOR COLLABORATION GRID SOURCE: Collaborating with Competitors to Advance Sustainability Cooperative Competitive FormalInformal IDEALISTS ENTHUSIASTS PERSUADEDOBSERVERS PERSUADEDOBSERVERS
  105. 105. CHALLENGES Having a cooperative orientation
 Taking the first step
 Being intentional
 Building trust
 Reducing duplicative efforts
 Staying focused on common outcomes
  106. 106. I did my best to go in a circle, 
 hoping to go in a straight line.
  107. 107. DESIGNING
 TO
 DELIVER
  108. 108. THE MATERIAL OF 
 SERVICE DESIGN IS 
 THE ORGANIZATION Stephen Taylor, Harmonic Design
  109. 109. Evangelizing our approaches SET ASIDE (FOR THE MOMENT) Pushing our tools Teaching others our way Creating new converts Building our tribe
  110. 110. 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
  111. 111. EVANGELIST TEACHER COACH SEEKER LEARNER APPRENTICE AND AND AND DESIGNER ORCHESTRATORAND
  112. 112. BALANCE FIGHTER MONK
  113. 113. 1 + 1 = 3 NOT JUST THIS THIS SD
  114. 114. BEHAVIORS Learn, then teach
 Be intentional
 Take the first step
 Dig into language
 Go on missions
  115. 115. LEARN,
 THEN TEACH
  116. 116. WARM WATERS FEEL GOOD…
  117. 117. ….BUT COLD WATERS WAKE YOU UP
  118. 118. BURST YOUR BUBBLE
  119. 119. CROSS TRAIN GET LIT DO YOUR HOMEWORK APPRENTICE
  120. 120. TEACH THE TRIBE Here are some useful concepts…
  121. 121. BE INTENTIONAL
  122. 122. TRIBAL MAP SD LEAN DT BPM AGILE
  123. 123. CATEGORIZE IDEALISTS ENTHUSIASTS PERSUADEDOBSERVERS
  124. 124. CATEGORIZE IDEALISTS ENTHUSIASTS PERSUADEDOBSERVERS IDEALISTS ENTHUSIASTS
  125. 125. TAKE THE
 FIRST STEP
  126. 126. CHOOSE CAREFULLY
  127. 127. CHOOSE CAREFULLY
  128. 128. SPARRING PARTNERS
  129. 129. BE OPEN Here’s where I’m coming from… My biggest concern is…
  130. 130. BE EXPLICIT What would make you comfortable?
  131. 131. DIG INTO
 LANGUAGE
  132. 132. 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*
  133. 133. WASTE The two wastes I think 
 we should address are 
 waiting and skills. It’s as if she’s 
 reading my mind.
  134. 134. TIME Every minute I remove 
 saves millions of dollars… Process Adding this minute creates 
a better relationship…
  135. 135. GO ON
 MISSIONS
  136. 136. HELP IT We can help you make that
 service more efficient…
  137. 137. HACK IT VALUE STREAM 2.0
  138. 138. DEDUPE IT HOW DO YOU SEQUENCE?
  139. 139. HARMONIZE IT Let’s try it! Third Way
  140. 140. The creation of the world 
 did not take place once and for all time, 
 but takes place every day.
  141. 141. BE CONFIDENT PLAY NICE IMMEDIATE IMPACT KEEP EGO IN CHECK REWRITE THE RULES SYSTEMIC CHANGE YET BUT AND OUR MISSION
  142. 142. SHAMELESS PLUG Orchestrating Experiences: Collaborative Design for Complexity
 by Chris Risdon & Patrick Quattlebaum Get a copy today! https://rosenfeldmedia.com/books/orchestrating-experiences/ 

  143. 143. 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

×