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Open Empathy
Dev Patnaik, Managing Associate, Jump Associates
Recent history has seen the rise of design as a key strategic tool for business in multiple sectors. But as design has become increasingly equated with innovation, new questions have emerged. How should companies align design with strategy, marketing and consumer research? What common knowledge can drive the thousands of decisions each day that determine the success or failure of a business?
Perhaps what’s needed is a new way of viewing the world: Open Book Management has reinvented how forward-thinking companies deal with financial information, distributing knowledge throughout the organization. What if you could distribute customer insight in the same way?
Open Empathy seeks to do for top-line growth and innovation what Open Book Management did for bottom-line management and finance. In companies like Nike, Harley-Davidson, and Microsoft’s Xbox team, empathy comes naturally to employees whose lives mirror those of their customers. Open Empathy Organizations such as these can show every person within the company how the decisions that they make can potentially add value to their customers’ lives. Fortunately, such a connection doesn’t have to rely on chance. Organizations can take steps to give every employee—from design to marketing to engineering to finance—a clear, intuitive sense of their customers’ lives
Dev Patnaik will discuss how Open Empathy Organizations can:
- Increase top-line growth
- Dramatically increase the hit rate for new products and services
- Improve the quality of strategic decision-making at every level of an organization
- Develop new empathy for groups of customers who fall outside the organization’s natural comfort zone
- Connect each employee’s activities with the value of their company’s offering
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