Video: The Alignment Trap

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The Alignment Trap

Gold

Wednesday, November 29, 2023 • Design in Product 2023

John Cutler

Senior Director, Product Enablement, Toast

Summary

Product managers and designers have something in common. We are all in the coherence business. We need to make sense of things long enough to make progress. We express this in different ways, which can often cause conflict and misunderstanding, but the underlying need remains the same. In this talk John Cutler will explore what alignment really means in the context of complex unpredictable work, where we are constantly dancing between different levels of abstraction, frames, and perspectives.

Key Insights

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The obsession with alignment ('justing') can become counterproductive, especially in uncertain, complex environments.
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VUCA (volatility, uncertainty, complexity, ambiguity) conditions amplify the tension between uncertainty and the desire for certainty and alignment.
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Glue people, who hold organizations together, are often undervalued until things break, and current economic climates make this role more precarious.
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Defining terms and seeking perfect abstractions often fail to deliver meaningful alignment and may increase cognitive overload.
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Executives process information best in sets of three or a nine-box grid; anything beyond that risks losing their attention.
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Linear, tree, or pyramid models oversimplify dynamic product and organizational realities that are interconnected and feedback-rich.
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Enabling constraints—select few guiding boundaries—are more effective than limiting constraints for fostering alignment and progress.
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Stories and artifacts allow individuals and teams to assign their own meaning, which can generate alignment more organically than forced consensus.
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Embracing complexity and creating environments conducive to generally coherent behavior reduces burnout and respects human cognitive limits.
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Self-care and giving thoughtful care (giving a f**k in a sustainable way) are essential for glue people to maintain effectiveness without burning out.

Notable Quotes

"I never thought I'd say this, but can someone please for love of God, just make a RACI so we can align on who's responsible for things."

"Quality is value to some person who matters."

"Executives only like things in threes, but if you do a three by three, you can get away with nine boxes—that's the max executive information processing."

"These aren't linear; every circle or box has multiple lines into it—our work does not fit neatly into trees or pyramids."

"What would it look like if we could ask, how do I make this the absolute best environment for complex problem solving, instead of how do I take away all the annoying hard problems?"

"If you are a glue person expecting to be indispensable, you are more dispensable than you think. But if you’re a catalyst moving information and translating to action, that’s more valuable now."

"A story lets people assign the meaning that's powerful to them and then think about the decisions they need to make and align."

"The highest leverage thing you can do is design statements that capture the essence in ways that set sail a thousand ships."

"You wanna capture all the mess, but you cannot operate in the mess. Leave a path back to the mess so details and signals remain available."

"The subtle art of taking care of yourself and giving a f in ways that generally encourage coherent behaviors."

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