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Greg Hartrell, Product Leader, Google
- 1. Greg Hartrell Product @ Google www.linkedin.com/in/greghartrell https://www.quora.com/profile/Greg-Hartrell
- 2. Empathy
- 4. The Hacker Ethic circa 1984 (via Levy) Computers can change your life for the better: enrich lives, spread access and this ethic. You can create art and beauty on a computer: it’s not purely mechanical. Code is akin to a poem or music composition. Access to computers and anything that may teach you how the world works should be unlimited and total (a.k.a. The hands-on imperative). All information should be free (later: information also wants to be expensive). Mistrust authority: closed systems and bureaucracies are anti-patterns. You should be judged only by your abilities and skill, not “bogus criteria” like demographic traits.
- 5. The Hacker Ethic circa 1984 (via Levy) Computers can change your life for the better: enrich lives, spread access and this ethic. You can create art and beauty on a computer: it’s not purely mechanical. Code is akin to a poem or music composition. Access to computers and anything that may teach you how the world works should be unlimited and total (a.k.a. The hands-on imperative). All information should be free (later: information also wants to be expensive). Mistrust authority: closed systems and bureaucracies are anti-patterns. You should be judged only by your abilities and skill, not “bogus criteria” like demographic traits. Vision Beware the anti-patterns
- 8. source:J R Eyerman/ LIFE
- 10. Are we in an innovation funk?
- 13. Game Theory: Zero-sum games
- 14. Game Theory: Non-zero sum games
- 16. Empathy matters
- 17. “When Larry and Sergey founded Google Search, one of the things that struck me is that it was available for everyone to use. We deeply desire our services to work for everyone.”
- 18. “Get closer than ever to your customers. So close that you tell them what they need well before they realize it themselves.”
- 19. “If we want users to like our software we should design it to behave like a likeable person: respectful, generous and helpful.”
- 20. "Your most unhappy customers are your greatest source of learning."
- 21. ““I firmly believe that whether you’re building a company or leading a country, a diverse mix of voices and backgrounds and experiences leads to better discussions, better decisions, and better outcomes for everyone.”
- 24. Examples
Editor's Notes
- I wrote this article early this year (got syndicated), and it got me thinking into why I got into tech… https://www.forbes.com/sites/quora/2017/09/07/where-did-hacker-culture-come-from/#6bd953df3362 Early “hacker culture” was early tech culture… It was about the promise of computing for everyone... Computers can change your life for the better (i.e. believe in the power of computing to change and enrich people’s lives, and spreading access, and this ethic, can make the world a better place). You can create art and beauty on a computer. (i.e. computing isn’t purely mechanical in nature… it sits next to the other methods of creativity that we enjoy as humans. Indeed simple code that does great things is akin to a music composition or a poem). And it pointed out movements that work against these to watch out for... Access to computers and anything that may teach you how the world works should be unlimited and total (a.k.a. The hands-on imperative). All information should be free (later elaborated on as all information also wants to be expensive). Mistrust authority: closed systems and bureaucracies are anti-patterns. You should be judged only by your abilities and skill, not “bogus criteria” like demographic traits. Reorganizing the tenents, you can divde them into the “vision” and “the antipatterns”. Still believe in that vision- computing can change lives for the better. And beauty/art is part of that too.
- Computers can change your life for the better (i.e. believe in the power of computing to change and enrich people’s lives, and spreading access, and this ethic, can make the world a better place). You can create art and beauty on a computer. (i.e. computing isn’t purely mechanical in nature… it sits next to the other methods of creativity that we enjoy as humans. Indeed simple code that does great things is akin to a music composition or a poem). And it pointed out movements that work against these to watch out for... Access to computers and anything that may teach you how the world works should be unlimited and total (a.k.a. The hands-on imperative). All information should be free (later elaborated on as all information also wants to be expensive). Mistrust authority: closed systems and bureaucracies are anti-patterns. You should be judged only by your abilities and skill, not “bogus criteria” like demographic traits.
- Computers can change your life for the better (i.e. believe in the power of computing to change and enrich people’s lives, and spreading access, and this ethic, can make the world a better place). You can create art and beauty on a computer. (i.e. computing isn’t purely mechanical in nature… it sits next to the other methods of creativity that we enjoy as humans. Indeed simple code that does great things is akin to a music composition or a poem). And it pointed out movements that work against these to watch out for... Access to computers and anything that may teach you how the world works should be unlimited and total (a.k.a. The hands-on imperative). All information should be free (later elaborated on as all information also wants to be expensive). Mistrust authority: closed systems and bureaucracies are anti-patterns. You should be judged only by your abilities and skill, not “bogus criteria” like demographic traits.
- This was early tech culture… Two things stand out: (better for humanity + empathy) Inspiring to think we can help make the world better for humans / our descendants. Also. Lots of empathy packed into this manifesto… tech is for everyone, and early tech culture was inclusive by design. Enriching people’s lives… tech can help us enhance our culture. Examples of where we’ve certainly enriched peoples lives… Communicating …. Stats around communication before internet (weekend video calls w/ grandparents vs. early 20th centruy) Computations - quality in manufacturing, space exploration … first moon landing calculations vs. today... Medicine (machine learning finding ailments like cancer better than humans)
- Communicating now vs then …. Stats around communication before internet (weekend video calls w/ grandparents vs. early 20th centruy)
- Complex calculations now vs. then
- Medicine - xrays -> mapping human genome -> machine learning detecting diseases earlier and more accurately than humans.
- Two things stand out: (better for humanity + empathy) Inspiring to think we can help make the world better for humans / our descendants. Also. Lots of empathy packed into this manifesto… tech is for everyone, and early tech culture was inclusive by design. Enriching people’s lives… tech can help us enhance our culture. Examples of where we’ve certainly enriched peoples lives… Communicating …. Stats around communication before internet (weekend video calls w/ grandparents vs. early 20th centruy) Computations - quality in manufacturing, space exploration … first moon landing calculations vs. today... Medicine (machine learning finding ailments like cancer better than humans)
- I wrote this article early this year (got syndicated), and it got me thinking into why I got into tech… https://www.forbes.com/sites/quora/2017/09/07/where-did-hacker-culture-come-from/#6bd953df3362 Early “hacker culture” was early tech culture… It was about the promise of computing for everyone... Computers can change your life for the better (i.e. believe in the power of computing to change and enrich people’s lives, and spreading access, and this ethic, can make the world a better place). You can create art and beauty on a computer. (i.e. computing isn’t purely mechanical in nature… it sits next to the other methods of creativity that we enjoy as humans. Indeed simple code that does great things is akin to a music composition or a poem). And it pointed out movements that work against these to watch out for... Access to computers and anything that may teach you how the world works should be unlimited and total (a.k.a. The hands-on imperative). All information should be free (later elaborated on as all information also wants to be expensive). Mistrust authority: closed systems and bureaucracies are anti-patterns. You should be judged only by your abilities and skill, not “bogus criteria” like demographic traits. Reorganizing the tenents, you can divde them into the “vision” and “the antipatterns”. Still believe in that vision- computing can change lives for the better. And beauty/art is part of that too.
- These are anti-patterns... “hacker culture”, the early tech culture promised us to avoid these right? Lots of empathy packed into that original mantra.. Yet these criticisms suggest the anti-patterns are still emerging … closed systems, implicit judgement, they persist Why?
- Anti-patterns can be explained by game theory: Zero sum vs. non-zero sum mentalities Prisoner’s Dilemma vs. the Stag Hunt Prisoner’s Dilemma - if you win, I have to have lost something.. Zero sum mentality, common biz school case studies focus on these. Stag Hunt - if we cooperate/organize, we gain more together. If we operate alone, we still gain, but gain less. (requires empathy) Modern food distribution system is this game theory manifested: you don’t think about where your food will come from / abundance because we chose a non-zero sum way of nourishing ourselves as very useful to society. Platforms and ecosystems can be like this, if we design them that way... Zero-sum is quick.. Results at any cost.. You don’t need to worry about the impact to others... Non-zero sum takes time, intellect and hard work - but you we’re better off in the long run...
- So hacker culture didn’t promise the anti-patterns wouldn’t exist - in fact, it rose out of the observation of those anti-patterns will continue to surface. It was a call to action that, with empathy, we could ensure they don’t over take tech culture. And, as stewards of that tech culture, we needed to continue to not lose the vision.
- In other words, empathy matters…. It’s why we’re here That original vision requires empathy first.. We have to have the empathy to enrich lives, spread access and knowledge, include people regardless of their demographic traits / backgrounds, bring information to the world. Also started to believe that it’s core to everything we do as product managers.
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- Quote Alan Cooper
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- Thesis: Empathy is a common theme to great products, and the key to long term success to the products we create and to our success as product manager… empathy permates almost everything we do, and we’re in a position to influence these outcomes more than many other functions in tech.
- Product managers could be thought of wearing these “hats”.. Each has a key component of empathy built into it, if you are to be successful. Visionary Strategist - connecting with others, marketplace insights, Solution Designer - anticipating what people want, user understanding, problem discovery Organizational Leader - building teams, aligning team interests with product outcomes, inspiring others Excellence in Execution - negotiating with others, influencing without authority, conflict resolution So.. this lens suggests that empathy is core to making products successful.. Also a thesis... (quantitative … )
- And not all is lost.. I can observe there are many startups that are dialing into this.. Empathy helps you 70million jobs - what the business is… insight: “job seekers that are reformed are adverse to answering long surveys about themselves” - anxiety around being judged, even though they are ready/able to work Honor Basecamp - empathy for organizational health https://www.businessinsider.com/basecamp-jason-fried-silicon-valley-2017-9 “"I do think it's good to have an enemy, but to me, the enemy is more an idea that you're opposed to, rather than another business. For example, we're opposed to the prevailing idea in our industry that you have to work 60, 70, 80 hours a week to do a good job. We believe 40 is enough."” -> insight - “"I think that people use being busy as a badge of honor that they're important," Fried explains.” http://dotlab.com/ is a start-up that offers diagnostic tests for endometriosis, a condition that affects one in ten women. http://www.babynoggin.com/ an app/service that’s designed to help parents track developmental delays in babies.
- My goal is to explore how we can develop empathy as a core skill. At Google, running PM speaker series to invite product leaders and ask them about this theme in their work. Would like to hear from all of you - stories, patterns and anti-patterns. Think about how, in your role as a product leader, you can more consciously apply empathy to the key activities of a product manager.