Teaching at The Massachusetts College of Art and Design (MassArt) offers a unique perspective. By day, I engage with seasoned business professionals. By night, I interact with budding designers and artists, each group bringing vastly different experiences to the table.
Customer-centricity is the hill I will die on…
In my Product Innovation Lab course, students learn the innovation process and work in small teams to apply those lessons to the products they create.
We spend the first quarter of the course to problem-finding. It’s excruciating for everyone. Like their counterparts in business and engineering, they’re bursting with ideas, and they hate being slowed down. Despite data proving that poor product-market fit a leading cause of start-up failure and that 54% of innovations launched by big companies fail to reach $1M in sales (a paltry number given the scale of surveyed companies), they’re convinced their ideas are flawless.
We spend two weeks exploring Jobs to be Done and practicing interviewing techniques. But their first conversations sound more like interrogations than anything we did in class.
They return from their interviews and share what they learned. After each insight, I ask, “Why is that?” or “Why is that important?
Amazingly, they have answers.
While their first conversations were interrogations, once the nervousness fades, they remember their training, engage in conversations, and discover surprising and wonderful answers.
Yet the still prioritize the answers to “What” over answers to “Why?”
…Because it’s the hill that will kill me.
Every year, this cycle repeats. This year, I finally asked why, after weeks of learning that the answers to What questions are almost always wrong and Why questions are the only path to the right answers (and differentiated solutions with a sustainable competitive advantage), why do they still prioritize the What answers?
The answer was a dagger to my heart.
“That’s what the boss wants to know,” a student explained. “Bosses just want to know what we need to build so they can tell engineering what to make. They don’t care why we should make it or whether it’s different. In fact, it’s better if it’s not different.”
I tried to stay professional, but there was definitely a sarcastic tone when I asked how that was working.
“We haven’t launched anything in 18 months because no one likes what we build. We spend months on prototypes, show them to users, and they hate it. Then, when we ask the researchers to do more research because their last insights were wrong, they get all cra….OOOOHHHHHHHH…..”
(insert clouds parting, beams of sunlight shining down, and a choir of angels here)
“That’s why the researchers are so sad all the time! They always try to tell us the “Whys” behind the “Whats” but no one wants to hear it. We just want to know what to build to get to work. But we could create something people love if we understood why today’s things don’t work!”
Honestly, I didn’t know whether to drop the mic in triumph or flip the table in rage.
Ignorance may be bliss but obsolesce is not
It’s easy to ignore customers.
To send them surveys with pre-approved answers choices that can be quickly analyzed and neatly presented to management. To build exactly what customers tell you to build, even though you’re the expert on what’s possible and they only know what’s needed.
It’s easy to point to the surveys and prototypes and claim you are customer-centric. If only the customers would cooperate.
It’s much harder to listen to customers. To ask questions, listen to answers you don’t want to hear, and repeat those answers to more powerful people who want to hear them even less. To have the courage to share rough prototypes and to take the time to be curious when customers call them ugly.
So, if you want to be happy, keep pretending to care about your customers.
Pretty soon, you won’t have any left to bother you.
Once upon a time, in a lush forest, there lived a colony of industrious beavers known far and wide for their magnificent dams, which provided shelter and sustenance for many.
One day, the wise old owl who governed the forest decreed that all dams must be rebuilt to withstand the increasingly fierce storms that plagued their land. She gave the beavers two seasons to complete it, or they would lose half their territory to the otters.
The Grand Design: Blueprints and Blind Spots
The beaver chief, a kind fellow named Oakchew, called the colony together, inviting both the elder beavers, known for their experience and sage advice and the young beavers who would do the actual building.
Months passed as the elders debated how to build the new dams. They argued about mud quantities, branch angles, and even which mix of grass and leaves would provide structural benefit and aesthetic beauty. The young beavers sat silently, too intimidated by their elders’ status to speak up.
Work Begins: Dams and Discord
As autumn leaves began to fall, Oakchew realized they had yet to start building. Panicked, he ordered work to commence immediately.
The young beavers set to work but found the new method confusing and impractical. As time passed, progress slowed, panic set in, arguments broke out, and the once-harmonious colony fractured.
One group insisted on precisely following the new process even as it became obvious that they would not meet the deadline. Another reverted to their old ways, believing that a substandard something was better than nothing. And one small group went rogue, retreating to the smallest stream to figure it out for themselves.
As the deadline grew closer, the beavers worked day and night, but progress was slow and flawed. In desperation, Oakchew called upon the squirrels to help, promising half the colony’s winter food stores.
Just as the first storm clouds gathered, Oakchew surveyed the completed dams. Many were built as instructed, but the rushed work was evident and showed signs of weakness. Most dams were built with the strength and craftsmanship of old but were likely to fail as the storms’ intensity increased. One stood alone and firm, roughly constructed with a mix of old and new methods.
Wisdom from the Waters: Experiments and Openness
Oakchew’s heart sank as he realized the true cost of their efforts. The beavers had met their deadline but at a great cost. Many were exhausted and resentful, some had left the colony altogether, and their once-proud craftsmanship was now shoddy and unreliable.
He called a final meeting to reflect on what had happened. Before the elders could speak, Oakchew asked the young beavers for their thoughts. The colony listened in silent awe as the young builders explained the flaws in the “perfect” process. The rogue group explained that they had started building immediately, learning from each failure, and continuously improving their design.
“We wasted so much time trying to plan the perfect dam,” Oakchew admitted to the colony. “If we had started building sooner and learned from our mistakes, we would not have paid such a high cost for success. We would not have suffered and lost so much if we had worked to ensure every beaver was heard, not just invited.”
From that day forward, the beaver colony adopted a new approach of experimentation, prototyping, and creating space for all voices to be heard and valued. While it took many more seasons of working together to improve their dams, replenish their food stores, and rebuild their common bonds, the colony eventually flourished once more.
The Moral of the Story (just in case it isn’t obvious)
The path to success is paved not with perfect plans but with the courage to act, the wisdom to learn from failures, and the openness to embrace diverse ideas. True innovation arises when we combine the best of tradition with the boldness of experimentation.
In the often murky world of corporate communication, a leaked MrBeast document has emerged as a beacon of clarity. Far from being your typical vague, jargon-filled memo, this onboarding document is a crystal-clear recipe for success that’s as refreshing as it is rare.
But first, let’s address the elephant in the room. MrBeast’s empire isn’t without its share of controversy. Reports of toxic work environments, unsafe conditions for contestants, and allegations of rigged games cast a shadow over his content creation machine and his leadership capabilities. These are serious issues that merit investigation and discussion. As a result, this post isn’t an endorsement of MrBeast as a leader, it’s an endorsement of an onboarding document that he wrote.
The Secret Sauce: Clarity Meets Innovation
What sets this document apart is its razor-sharp clarity and relentless focus on creativity. Unlike the vague platitudes that plague many corporate communications, job descriptions, and performance matrixes, this document clearly outlines expectations, success metrics, and the strategies and tactics to fuel continuous innovation.
This clarity is transformative for people and organizations. When team members understand both the guardrails and the goals, they channel their creative energy into groundbreaking ideas rather than second-guessing their approach and worrying about repercussions.
Expectations: Always Be Learning
The first principle is a clear directive: always be learning. In MrBeast’s world, this isn’t just about personal growth—it’s about staying ahead in a rapidly changing digital landscape. This commitment to continuous learning fuels innovation by ensuring the team is constantly exploring new technologies, trends, and creative techniques.
While some see the definition of A, B, and C-players as evidence of a toxic workplace, the fact is that it’s the reality in most workplaces. It’s the absence of clarity, usually disguised by claims of family-like cultures that value diversity, that makes workplaces toxic.
Metrics: The Start of a Feedback Loop
The focus on specific success metrics like Click-Through Rate and Average View Duration isn’t just about measurement—it’s about creating a feedback loop for innovation. Clear benchmarks developed over time allow teams to quickly assess the impact of new ideas and iterate accordingly. It also removes the temptation and ability to “move the goalposts” to create the appearance of success.
Strategy: Structure Meets Creativity
After describing what success looks like for employees and how they’ll be measured, the document outlines a structured content formula akin to an innovation strategy. It provides a clear framework of priorities, goals, and boundaries while encouraging creative experimentation within those boundaries.
Starting with a step-by-step guide to making videos with a “wow” factor, the document also emphasizes the criticality of focusing on “critical components” and managing dependencies and
Far from the usual corporate claims that direction and “how to’s” constrain creativity and disempower employees, this approach creates a safety net that allows employees to be successful while still pushing the envelope of what’s possible in content creation.
How to Become Your Version of (a non-controversial) Mr. Beast
You don’t have to be a content creator, social media savant, or company founder to follow MrBeast’s lead. You have to do something much more difficult – communicate clearly and consistently.
Clearly define what success looks like (and doesn’t) for your employees and projects.
Establish frameworks that encourage bold ideas while maintaining focus.
Define objective success metrics and consistently measure, track, and use them.
This leaked MrBeast document offers more than just a glimpse into a YouTube empire; it’s a masterclass in leadership in the era of hybrid workplaces, geographically dispersed teams, and emerging cultures and norms.
The document’s approach shows that innovation doesn’t have to be chaotic. By providing clear expectations and frameworks, leaders can create an environment where creativity thrives, and groundbreaking ideas can be rapidly developed and implemented.
When viewed in the bigger context of the MrBeast organization, however, the document is also a reminder that no matter how clear you think your communication is, you must be vigilant for those who claim that bad behavior is just a “misunderstanding.” Leaders know that no amount of views, clicks, or revenue is worth sacrificing the well-being of their teams.
Do you feel like you’re drowning in a sea of bad news? You’re not alone. We’re standing in the eye of a storm of war, political division, and endless layoffs. In times like these, why bother with innovation when we’re using all our energy to survive and make sense of things?
I’ve asked myself this question with increasing frequency over the past months. After hours of searching, querying, and reading to understand why you, me, or any other individual should bother with innovation, I can tell you two things:
There’s no logical, data-backed reason why any individual should bother innovating (there are many logical, data-backed reasons why companies should innovate)
Innovation is the only life raft that’s ever carried us from merely surviving to thriving.
If that seems like a big, overwhelming, and exhausting expectation to place on innovators, you’re right. But it doesn’t have to be because innovation is also small things that make you smile, spark your curiosity, and prompt you to ask, “How might we…?”
Here are three small innovations that broke through the dark clouds of the news cycle, made me smile, and started a domino effect of questions and wonder.
LEGO Braille Bricks: Building a More Inclusive World
You know them, and you love them (unless you’ve stepped on one), and somehow, they got even better. In 2023, LEGO released Braille Bricks to the public.
By modifying the studs (those bumps on the top of the brick) to correspond with the braille alphabet, numbers, and symbols and complementing the toy with a website offering a range of activities, educator resources, and community support, LEGO built a bridge between sighted and visually impaired worlds, one tiny brick at a time.
How might a small change build empathy and connect people?
The Open Book: Fulfilling a Dream by Working on Vacation
Have you ever dreamed of going on vacation so that you could work an hourly job without pay? Would you believe there is a two-year waitlist of people willing to pay for such an experience?
Welcome to The Open Book, a second-hand bookstore in Wigtown, Scotland, that offers “bibliophiles, avid readers, kindred book lovers, and adventure seekers” the opportunity to live out their dreams of running the bookstore by day and living above it in a tiny apartment by night. The bookstore is owned and operated by a local nonprofit, and all proceeds, about $10,000 per year, go to supporting the Wigtown Book Festival.
How might you turn your passion into an experience others would pay for?
The Human Library: Checking Out Books That Talk Back
If used books aren’t your thing, consider going to The Human Library. This innovative concept started in Copenhagen in 2000 and has spread to over 80 countries, offering a unique twist on traditional libraries. Readers “borrow” individuals from all walks of life – from refugees to rockstars refugees, from people with disabilities to those with unusual occupations – to hear their stories, ask difficult questions, and engage in open dialogue.
How might you create opportunities for dialogue and challenge your preconceptions?
Small Things Make a Big Difference
In a world that often feels dark, these small innovations are helpful reminders that if you are curious, creative, and just a bit brave, you can spark joy, wonder, and change.
How will you innovate, no matter how small, to brighten your corner of the world?
How many times have you proposed a new idea and been told, “We can’t do that?” Probably quite a few. My favorite memory of being told, “We can’t do that,” happened many years ago while working with a client in the publishing industry:
Client: We can’t do that.
Me: Why?
Client: Because we already tried it, and it didn’t work.
Me: When did you try it?
Client: 1972
Me: Well, things certainly haven’t changed since 1972, so you’re right, we definitely shouldn’t try again.
I can only assume they appreciated my sarcasm as much as the idea because we eventually did try the idea, and, 30+ years later, it did work. But the client never would have enjoyed that success if my team and I had not seen through “we can’t do that” and helped them admit (confess) what they really meant.
Quick acknowledgment
Yes, sometimes “We can’t do that” is true. Laws and regulations define what can and can’t be done. But they are rarely as binary as people make them out to be. In those gray areas, the lie of “we can’t do that” obscures the truth of won’t, not able to, and don’t care.
“I won’t do it.”
When you hear “can’t,” it usually means “won’t.” Sometimes, the “won’t” is for a good reason – “I won’t do the dishes tonight because I have an urgent deadline, and if I don’t deliver, my job is at risk.” Sometimes, the “won’t” isn’t for a good reason – “I won’t do the dishes because I don’t want to.” When that’s the case, “won’t” becomes “can’t” in the hope that the person making the request backs off and finds another solution.
For my client, “We can’t do that” actually meant, “I won’t do that because it failed before and, even though that was thirty years ago, I’m afraid it will fail again, and I will be embarrassed, and it may impact my reputation and job security.”
You can’t work with “can’t.” You can work with “won’t.” When someone “won’t” do something, it’s because there’s a barrier, real or perceived. By understanding the barrier, you can work together to understand, remove, or find a way around it.
“I’m not able to do it.”
“Can’t” may also come with unspoken caveats. We can’t do that because we’ve never done it before and are scared. We can’t do that because it is outside the scope of our work. We can’t do that because we don’t know how.
Like “won’t,” you can work with “not able to” to understand the gap between where you are now and where you want to go. If it’s because you’re scared of doing something new, you can have conversations to get smarter about the topic or run small experiments to get real-world learnings. If you’re not able to do something because it’s not within your scope of work, you can expand your scope or work with people who have it in their scope. If you don’t know how, you can talk to people, take classes, and watch videos to learn how.
“I don’t care.”
As brave as it is devastating, “we can’t do that” can mean “I don’t care enough to do that.”
Executives rarely admit to not caring, but you see it in their actions. When they say that innovation and growth are important but don’t fund them or pull resources at the first sign of a wobble in the business, they don’t care. If they did care, they would try to find a way to keep investing and supporting the things they say are priorities.
Exploring options, trying, making an effort—that’s the difference between “I won’t do it” and “I don’t care.” “I won’t do that” is overcome through logic and action because the executive is intellectually and practically open to options. “I don’t care” requires someone to change their priorities, beliefs, and self-perception, changes that require major personal, societal, or economic events.
Now it’s your turn to tell the truth
Are you willing to ask the questions to find them?
I recently listened to a podcast in which the speaker talked about his hike to Machu Picchu. He spoke about the difficulty of the hike and the moments when his confidence wavered. “But ultimately,” he said, “I was so compelled and pulled onward by the opportunity to see such a wonder, that I was able to push through.”
That was not my experience.
Many years ago, I did the same hike (in three days instead of four due to a scheduling error). And at no time did a feel “compelled and pulled onward.” In fact, about halfway through the first day’s hike, I had a complete meltdown in the middle of a beautiful grove of flowering trees. Luckily, I was so far behind the rest of my group that only my guide saw and heard the half-hour, expletive-laden beating of walking sticks against trees as I accused him of leading us to our deaths.
A few hours later, we reached our camp and the sherpas gave me tea and popcorn as they prepared dinner. I don’t know what was in the tea, but I felt much better after a cup and was grateful that a steady supply was offered throughout the next two days.
WHY you start matters
It was not the “opportunity to see such a wonder” that put me on the path. It was FOMO (fear of missing out), knowing that my friends were going on an adventure and not wanting to miss out.
Opportunity or FOMO. One of those is at the start of every journey and steels your mindset for the work ahead. If you see opportunity, you’re optimistic, resilient, and maybe even a bit idealistic. If you’re afraid, you rush through things, missing important signals and only seeing how far behind you are.
Companies do the same thing with innovation. They see a new technology, trend, or framework appear, sense an opportunity to use it to kickstart growth and leapfrog competition, and they start building. Or they see a new business model or competitor gain share and rush to mimic their approach.
WHAT you choose along the way determines how you end
It wasn’t “knowing where my journey was going, and what the journey was all about” that kept me moving forward. It was the knowledge that, unless I planned to join one of the Indigenous communities we passed through, I had to keep going.
No matter how you start, you will face a choice – continue, stay, or turn back – and that choice determines how your journey ends. If you turn back to the old ways because the new ways failed, you’re giving up. If you stay where you are, you’re stuck somewhere between the safety of what you knew and the opportunity ahead. If you keep going, you’ll stay ahead of those you never started, turned back, or stopped AND you’ll achieve the opportunity that “compelled and pulled [you] onward.”
Companies face the same decision moment with innovation. There’s a market downturn, geopolitical uncertainty, or a major global event, so executives shut down anything that’s not mission-critical while they wait out the uncertainty. A new leader takes the helm and wants to put her mark on the organization, so she rejects the old strategies and approaches and institutes her own, ignoring the counsel of others in the organization. A new competitor suddenly finds itself embroiled in controversy or bankruptcy, and executives chuckle and shake their heads because they knew all along that the only way that works is the old way.
What do you choose?
Do you start because you see the opportunity to do better or because you’re afraid of losing out?
When you face the inevitable challenge, do you turn back to “how we’ve always done things,” take up residence where you are because it’s good enough, or do you bravely persevere?
Most importantly, when you face the challenge, do you take a break, talk and listen to the people around you, and have some tea and popcorn before you make your choice?
