New innovation realities require new mindsets and tools

new-minsets-tools-and-skillsOur belief is that customer demand is changing. This will have a significant impact on the way organizations will have to adapt and change their innovation approaches in the future.

Jeffrey recently wrote this, initially on his blog site of Innovate on Purpose and reproduced here.

We felt this is an important point of understanding to bring into this dedicated site as it addresses one of the present sets of challenges we need to resolve, one of updating our innovation tools, thinking and methodologies.

Paul & I have started outlining the key needs of change here  in this dedicated site and will through an evolving series of blog posts about innovation, ecosystems, platforms discuss these changes and needs to respond to what we believe customers will ultimately demand:  seamless experiences.

Our view is as products and services proliferate and basic needs are met, customers become more sophisticated and more demanding, desiring products, services and business models that work together and don’t require configuration, integration or effort by the consumer to “make them work”.  Customers and consumers increasingly expect a seamless experience when using a new product.  If the product or service requires the customer to combine products, read manuals, acquire other products or services to make the solution work, the new product is likely to receive far less acclaim.

Understanding that, we should understand also that the tools that once helped innovators create new products aren’t the same tools that we need today when customers demand seamless experiences.  Or, put another way, those original tools are still valuable, but by themselves they solve only a small portion of the overall challenge. Let us here outline some of the present constraints or limitations to challenge and recognize our needs to shift our present thinking

Continue reading

Widen the aperture, narrow the focus

widen-the-aperture-narrow-the-focus-real-value

Today, customers are busier, smarter, have shorter attention spans and most importantly have less desire to make products or services work together.

Apple,  Amazon, and EBay are examples that  have taught customers that products, services, data, experiences, and design can all work together to provide a totally seamless experience.

Increasingly, this is what customers are increasingly wanting, and to do that you’ll need to rethink the way you innovate.

In Jeffrey Phillips post “Using ecosystems to build seamless experiences” we raised this present poor understanding within a business, that many lack a good understanding of customer needs.  Actually, it is far worse than we initially felt, still more on that later.

This is a longish read but an important one, to frame our need to think through innovation differently, through a new lens. Take your time, knowing why we need to change is critical. There is a new innovation era that holds promise if we think differently. Continue reading

Using ecosystems to build seamless experiences

source: uxmag.com

visual source: uxmag.com not text

In the first post of this series, Paul Hobcraft framed what we believe is an exceptionally important issue:  innovation doesn’t really work the way we’d like it to.  Far too often, innovation creates incremental, discrete products that don’t seem to drive customer engagement, don’t create disruption in the marketplace and don’t drive a significant amount of revenue or profit.

There are many reasons we could point to – poor understanding of customer needs, risk and uncertainty constraining innovation teams, lack of innovation process and training on the part of the innovation teams, little to no funding, and so on.  These are common challenges that innovation teams face.

However, we believe that many innovation challenges stem not from a lack of internal knowledge or capability, but from misunderstanding the customer and his or her expectations about experiences.  Customers today expect seamless experiences, supported, maintained and enabled by complex ecosystems of products, services, business models, channels, information, and complementary products and services.  Customers aren’t interested or willing to acquire disparate products and services and integrate them. Increasingly customers prefer to acquire seamless experiences, and this expectation will dramatically change how companies innovate.

The problem of narrow focus Continue reading