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
"In India, a cow crossing the road can disrupt Uber pickups, showing the need to design with local realities in mind."
Nancy DouyonWe'll Figure That Out in the Next Launch: Enterprise Tech's Nobility Complex
June 15, 2018
"UXPin is a full-stack platform that bridges the gap between design and development disciplines."
Jack BeharHow to Build Prototypes that Behave like an End-Product
December 6, 2022
"Vision types help us envision ideal futures freed from near-term constraints but must avoid magical thinking."
Jorge ArangoMeeting of the Waters: Designing for Successful Inorganic Growth
August 12, 2021
"Don’t try to tag all historical work at once — tag as you go to avoid re-platforming nightmares."
Jon White Erin MayUnsticking Research for Better Information Flow
March 11, 2026
"Your fresh eyes are actually an asset. Question why things are done a certain way and what jargon means."
Jessamyn EdwardsSurviving Your UX Career in Enterprise Design
December 2, 2021
"Making onboarding easier at the infrastructure layer results in huge efficiency gains and cost savings."
Stefanie OwensOptimizing for Outcomes: Transformation Design in Systems at Scale
December 4, 2024
"Every problem is a research problem."
Ron BronsonDesign, Consequences & Everyday Life
November 18, 2022
"We took thousands of hours of curated content and built a chatbot around it so it’s not garbage in, garbage out."
Louis RosenfeldThe Rosenbot and the Rosenverse: An AMA with Lou Rosenfeld
June 5, 2024
"Every small initiative can lead to significant change when multiplied across communities."
Ash BrownSilver Linings: What DesignOps Learned in the Shift to WFH
October 23, 2020
