The Paradox of Managing Innovation

”Our organization wants to work in a more customer-centric way. We feel we need to innovate more.”

When we start working with clients, this is often our starting point. How do we shift ways-of-working to spend more time understanding customers and solving their challenges in unique ways? We’re digging into and starting to change the “way things get done” in organizations, sometimes referred to as “culture”.

I spend a fair amount of my work day training, teaching and coaching people to use design thinking and service design. My team and I…