Today’s guest is the multi-faceted and uniquely talented Adam Richardson. He is the author of the book Innovation X: Why a Company’s Toughest Problems Are Its Greatest Advantage, and is a contributing writer for the Harvard Business Review. Adam was formerly a design lead at Frog Design focusing on strategy and user research practices and today, he works as a product manager at Financial Engines. He shares his insights on how companies can continually bring innovation to the market, start solving ‘wicked’ problems and truly understand the customer experience.
Key Takeaways:
[1:14] There are common problems within certain business segments. If your company is able to solve the problems you have the advantage.
[5:44] Instead of attempting to solve problems with a purely internal, operations perspective, bring in an external, customer-oriented perspective for a balanced solution.
[11:48] A wicked problem is a type of problem that is very systemic in nature. You know there is a problem, but the fundamental challenge is trying to figure out what the problem actually is.
[12:26] To understand wicked problems you need to first start forming solutions. It's an iterative process where your understanding of the problem develops as you come up with initial solutions.
[15:35] Ethnographic research is working with a small number of customers in an intimate, emotional way.
[23:08] How can leaders adopt the challenge of the unknown to solve wicked problems?
[27:37] ‘Design Thinking’ is neither universal among designers nor exclusive to them.
[38:11] Leaders have to manage internal and external communications, and reinforce the company’s vision.
[40:54] Customer journey mapping is one of the most powerful tools a company can use.
[45:44] Relinquish some control in order to provide the customer a unique experience.
[50:06] Contact information for Adam Richardson
Mentioned in This Episode:
Popular Podcasts
Las Culturistas with Matt Rogers and Bowen Yang
Ding dong! Join your culture consultants, Matt Rogers and Bowen Yang, on an unforgettable journey into the beating heart of CULTURE. Alongside sizzling special guests, they GET INTO the hottest pop-culture moments of the day and the formative cultural experiences that turned them into Culturistas. Produced by the Big Money Players Network and iHeartRadio.
On Purpose with Jay Shetty
I’m Jay Shetty host of On Purpose the worlds #1 Mental Health podcast and I’m so grateful you found us. I started this podcast 5 years ago to invite you into conversations and workshops that are designed to help make you happier, healthier and more healed. I believe that when you (yes you) feel seen, heard and understood you’re able to deal with relationship struggles, work challenges and life’s ups and downs with more ease and grace. I interview experts, celebrities, thought leaders and athletes so that we can grow our mindset, build better habits and uncover a side of them we’ve never seen before. New episodes every Monday and Friday. Your support means the world to me and I don’t take it for granted — click the follow button and leave a review to help us spread the love with On Purpose. I can’t wait for you to listen to your first or 500th episode!
Dateline NBC
Current and classic episodes, featuring compelling true-crime mysteries, powerful documentaries and in-depth investigations. Follow now to get the latest episodes of Dateline NBC completely free, or subscribe to Dateline Premium for ad-free listening and exclusive bonus content: DatelinePremium.com