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
"We’re all capable of creating and perpetuating toxic work relationships."
Darian DavisLessons from a Toxic Work Relationship
January 8, 2024
"A frustrated passenger at a delayed flight might just need acknowledgment, not dismissal."
Indi YoungThinking styles: Mend hidden cracks in your market
January 8, 2025
"If you want to make this conference better for you, just let us know in Slack — we want you to have a positive experience."
Louis Rosenfeld Bria AlexanderDay 1 Welcome
September 23, 2024
"Our products are powerful and complex, and customers use them end to end from concept to creation and monitoring."
Melissa Schmidt Adam MenterHow UX Research Hit It Big in Las Vegas
June 4, 2019
"There’s not yet an industry standard for measuring the impact of design ops."
Kristin Skinner Kamdyn Moore8 Types of Measures in Design Operations
April 16, 2020
"Shared understanding is the first layer of driving impact, not just completing studies or putting personas on walls."
Dave HoraAdvice for Establishing Research
December 8, 2022
"As we grow, it becomes difficult for everyone to deeply engage with research or remain close to users."
Sean Fitzell Sarah Han Kayla FarrellCraft of User Research: Building Out Jobs to be Done Maps
March 12, 2021
"Hundreds of things designers are expected to do can be paralyzing; focus is critical."
Jason MesutShaping design, designers and teams
November 8, 2018
"We matched designers with new peer buddies outside their usual domains to encourage learning and networking."
Dante GuintuHow to Crush the Talent Crunch
September 8, 2022
