Organisations represent a marketplace of ideas with the aim of achieving strategic objectives. Service design competes with other methodologies—lean, agile and design thinking—to frame problems and propose solutions for creating value. Tensions among these deters progress in translating these aspirations into reality. To deliver exceptional services, service designers must not approach their work as a zerosum game of us vs. them. This talk explores competitive collaboration, a strategy for emphasising cooperation with opposing enterprise world views. A set of principles and example tactics will equip attendees to create greater impact in their projects from discovery to strategy to delivery.
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Patrick Quattlebaum: Let go of your ego
1. Orchestrating Progress through Competitive Collaboration
LET GO OF YOUR EGO
Patrick Quattlebaum (PQ)
Harmonic Design, USA
@ptquattlebaum
Service Design Global Conference | October 11, 2018 | Dublin, Ireland
3. Co-Author, Orchestrating Experiences
Co-Founder & CEO, Harmonic Design
Founder, studioPQ
Head of Service Design, Capital One
Managing Director, Adaptive Path
Chief Experience Officer, Macquarium
Patrick Quattlebaum (PQ)
15. Ever tried. Ever failed.
No matter. Try Again.
Fail again. Fail better.
Future review of this presentation
The Audience: Irish Writers – Blue by Mia Funk, 2009
17. SO MUCH
IMPROVED TOUCHPOINTS
INNOVATIVE SERVICES
BETTER CONNECTIONS
MORE EFFICIENT SERVICES
BETTER JOURNEYS
DESIGNING TO DELIVER
NEW TOUCHPOINTS
RELATIONSHIPS
NEW VALUE
A BETTER DAY AT WORK
43. CFO
CIO/CTO COO CMO
We need to be thoughtful in how we use our
resources. A plague or famine could be on the
horizon. Another organization could take
advantage of a weak financial position.
44. CFO
CIO/CTO
COO CMO
It’s an arms race. We needs to be bold and
invest. We need the latest tools to compete
and gain territory.
45. CFO
COO
CMO
We must have clear policies and rules to govern.
We need to conserve our energy and do only
what we must do and what is valuable.
CIO/CTO
46. CFO
CMO
We must make ourselves desirable to others so
that we gain influence and attract new followers.
We must grow or we will die.
CIO/CTO COO
102. OBSERVERS
SOURCE: Collaborating with Competitors to Advance Sustainability
Competitive
FormalInformal
OBSERVERS
Cooperative
Passive collaboration
Less urgency
Diverse interests
106. COMPETITOR COLLABORATION GRID
SOURCE: Collaborating with Competitors to Advance Sustainability
Cooperative
Competitive
FormalInformal
IDEALISTS ENTHUSIASTS
PERSUADEDOBSERVERS PERSUADEDOBSERVERS
107. CHALLENGES
Having a cooperative orientation
Taking the first step
Being intentional
Building trust
Reducing duplicative efforts
Staying focused on common outcomes
108. I did my best to go in a circle,
hoping to go in a straight line.
110. THE MATERIAL OF
SERVICE DESIGN IS
THE ORGANIZATION
Stephen Taylor, Harmonic Design
111. Evangelizing our approaches
SET ASIDE (FOR THE MOMENT)
Pushing our tools
Teaching others our way
Creating new converts
Building our tribe
112.
113. All tribes want their world view to be relevant
TRY THIS FRAME ON
“Do it with me my way” is not collaboration
No tribe has the whole answer
Every tribe is part of the solution
The organization is a marketplace of tribes
135. VALUE
*SOURCE: Blind Spot: Illuminating the Hidden Value of Business
by Steve Diller, Nathan Shedroff, & Sean Sauber
Value is what a person is
willing to pay for.
Functional
Financial
Emotional
Identity
Meaningful*
136. WASTE
The two wastes I think
we should address are
waiting and skills.
It’s as if she’s
reading my mind.
137. TIME
Every minute I remove
saves millions of dollars…
Process
Adding this minute creates a better relationship…
146. Orchestrating Progress through Competitive Collaboration
LET GO OF YOUR EGO
Patrick Quattlebaum (PQ)
Harmonic Design, USA
@ptquattlebaum
Service Design Global Conference | October 11, 2018 | Dublin, Ireland