Redefining Value: Bridging the Innovation Culture Divide
Summary
Nathan, a designer and academic, discusses the historical and cultural divide between design and business cultures, highlighting their different languages, concerns, and approaches to problem solving. He critiques traditional business metrics for focusing primarily on quantitative factors like price and performance, while neglecting qualitative value dimensions such as emotional, identity, and meaningful value that designers prioritize. Nathan illustrates this with the example of Facebook's acquisition of Instagram, where most of the company's actual value was intangible goodwill stemming from user relationships and experiences. He argues that value exchange only occurs through relationships formed over experience, and that current business tools fail to capture these important dimensions. Nathan calls for evolving the language around value to include both quantitative and qualitative aspects and advocates for new tools, including those in accounting and management, to support this shift. He shares insights into various innovation cultures within companies and stresses the importance of understanding organizational culture to foster successful innovation. Nathan also points out that HR and other business functions need to adapt to better understand and support design-driven work. Ultimately, he challenges designers to take leadership in bridging the design-business gap, shifting conversations about value and innovation to include the full spectrum of human experience and meaning.
Key Insights
-
•
Design and business cultures have fundamentally different languages and concerns, often leading to misunderstandings.
-
•
Business focuses on quantitative optimization while design thrives in ambiguity and qualitative value.
-
•
Value extends beyond financial metrics to include emotional, identity, and meaningful value.
-
•
True value exchange only happens within a relationship, which is created through a series of experiences.
-
•
Current business tools and accounting systems fail to capture qualitative values, rendering most design-driven value invisible.
-
•
The $1.01 billion goodwill in Facebook’s Instagram acquisition represents intangible value from relationships and experience.
-
•
Innovation cultures vary widely across organizations and must be understood to successfully drive innovation.
-
•
HR plays a critical role in shaping company culture and must align to support innovation and design integration.
-
•
Bridging design and business requires changing language and developing new tools that integrate qualitative and quantitative value.
-
•
Designers must proactively lead conversations to bridge this divide rather than waiting for business peers to meet them.
Notable Quotes
"Design and business are different worlds with different concerns, languages, and issues about what they care about."
"Business people thrive in certainty; designers habitually thrive in ambiguity."
"You wouldn’t use design thinking to optimize inventory—you use Six Sigma."
"Value gets exchanged only in the context of a relationship. Without a relationship, value isn’t exchanged."
"The accounting system only showed Instagram’s value at $86 million; the rest was goodwill representing intangible value."
"Most business tools focus on quantitative value and are terrible at capturing qualitative value, where design lives."
"People always pay more when they perceive value beyond just financial cost."
"Emotions last 30 to 120 seconds, but identity and meaningful value go much deeper in relationships with products."
"Innovation in large companies often requires breaking rules and hiding what you’re doing from management."
"To be business and design, not business versus design, we have to change the language we use to talk about value."
Or choose a question:
More Videos
"Think of a creative professional as an ideas athlete or a creativity Olympian."
Dr. Karl JeffriesThe Science of Creativity for DesignOps
January 8, 2024
"Making your chief legal officer your best friend as a designer makes a lot of sense."
Amy MarquezINVEST: Discussion
June 15, 2018
"Building an internal research practice is critical for long-term value and integration of insights."
Steve Portigal Chris Chapo Kelly Goto Christian RohrerDiscussion
May 13, 2015
"Some needs proved full-time, so hybrid staffing models are often short term or mixed part-time."
Alicia MootyDesign Staffing Models
September 30, 2021
"I believe there's really no such thing as a boring place at the state of mind."
Ana Maria Montero Barrantes Aditi Dhar Michelle Kaplan Nate Osborne Matt LaurenceThe Authentic UX Talent Show
January 8, 2024
"We never compromise on the business goals, but how we achieve them can be flexible and pragmatic."
Lada Gorlenko Sharbani Dhar Sébastien Malo Rob Mitzel Ivana Ng Michal Anne RogondinoTheme 1: Discussion
January 8, 2024
"I didn’t want to be part of that as a founder, hacking attention just to fulfill engagement metrics."
Sofia QuinteroThe Product Philosophy Behind EnjoyHQ
March 10, 2021
"The incentive structure at a big company is set up to reward people for entirely different stuff than innovation requires."
Laura KleinUnique challenges of innovation in enterprises
April 23, 2020
"My playlist changed drastically when my son was born, but data alone wouldn’t explain why."
Andrew MichaelBuilding a Product Insights Team
March 10, 2022
Latest Books All books
Dig deeper with the Rosenbot
What factors lead experienced UX leaders like Sarah B. Nelson to leave corporate design roles for artistic paths?
How can talking about AI without using the term help uncover the real capabilities and risks of the technology?
How might activism in the tech industry evolve given today's power imbalances among AI corporations?