Point: Innovation may be less about technical specs and more about emotional connections.

Story:
When we think of innovation, we often think of intelligence, brilliance, and genius. Yet two speakers at the World Innovation Forum highlighted the large and less-rational depths of the human mind. Inside us all is an inner animal that significantly influences the path of innovation.

First, Seth Godin (author of Purple Cow, Tribes and, most recently, Linchpin) referred to the “lizard brain” — the primitive beast that lurks deep inside our heads. Humans may have evolved a nice primate brain full of intelligence, rational analysis, and dispassionate logic, but when the lizard feels threatened, s/he takes over. Second, Chip Health (author of Made to Stick and, most recently, Switch) introduced Jonathan Haidt’s notion of the rider and the elephant. The rider represents the rational, logical mind of humans. The elephant represents the more primitive, lumbering forces of emotion. In essence, the elephant is just a larger metaphor for the lizard. Godin and Heath are not the first to have noticed the inner animal. Even Plato talked of the steady charioteer vs. the surging war horse when explaining the perpetual tussle we experience between our rational and emotional sides.

What does this inner animal have to do with innovation? The inner animal explains some of the patterns of failure and success of innovations. Godin spoke of the “resistance” — that overwhelming force of fear that makes the lizard react to changes as threats. Moreover, the threatened lizard actually co-opts the more rational rider into making rationalizations — all the “yes, buts” that impede innovation. This resistance gives us the inertia of the elephant and forestalls innovation.

Yet the inner animal isn’t only about resistance to change. Heath noted that people do willingly make massive changes in their lives, such as when they get married or have kids. Clearly, affairs of the heart can bypass change resistance. This gives an avenue of advancement for innovation. Robert Brunner (former director of Industrial Design at Apple) spoke of brand as being a gut feeling and of products being more that just physical objects. Innovation and design can and should connect to people’s hearts.

Certainly our world needs innovations that deliver quantitative performance improvements, such as 20% more fuel economy or 50% less cycle time. Yet it’s the innovations that deliver oodles of more fun, excitement, and inspiration that grab public consciousness. Innovation may be less about the world of PowerPoint slides, feature checklists, and action-items. Instead, innovation that overcomes change resistance and gains large market share may be much more about the world of emotional resonance, heart, and social connection.

Action:

• Motivate the elephant with visceral/emotional stories and images — make change exciting and compelling rather than merely rational
• Direct the rider by using the emotion of the elephant to avoid paralysis by analysis
• Shape the path to make it easier for both rider and elephant (for example, Amazon’s 1-click makes purchasing efficient for the rider as well as impulsive for the elephant).

Point:
Monetize non-core innovation rather than pruning it.

Story:
Ursula Burns, CEO of Xerox, discussed innovation at her company in an interview at the World Innovation Forum June 9, 2010. She described initiatives to improve the return on innovation at Xerox’s  research centers such as PARC (Palo Alto Research Center). PARC’s ground-breaking inventions like the graphical user interface, ethernet, and postscript as inventions  had a large impact on the world but didn’t contribute enough to Xerox’s bottom line.  Let’s look at why that happened and what Xerox is doing now.

Unpredictability lies at the core of the innovation process.  Not only do innovators not know if an early-stage innovation will succeed or fail, they also can’t know all the possible applications or value latent in that innovation.  Thus, it’s far too easy for an exciting innovation to stray outside the bounds of the company’s core competence.

At some level, reaping the greatest value from a research organization means allowing researchers the freedom to explore.  Burns noted that innovators love working on interesting projects — it’s hard to stop them from doing it.  Rather than fetter its folk, Xerox found three ways to give them freedom while still reaping the value of innovations that fall outside the company’s core.

First, Xerox expanded its definition of what is core to the company.  Previously, Xerox defined itself as a copier company, looking for innovations in how to “reproduce images on paper.” That narrow definition meant that many of the early PARC inventions were not pursued. Since then, Xerox expanded to document management and is moving toward being a more general office information process company.  Rather than fear the paperless office, Xerox wants to help customers implement the paperless office.  Xerox’s recent acquisition of ACS positions Xerox in business process outsourcing — managing the non-paperless back office functions of customers and clients.  The expanding vision of Xerox brings more innovations within the scope of the company’s core. For example, the company now has a use for its smart document innovations that can automate some of the labor-intensive discovery process in legal proceedings.

Second, rather than discarding innovations that don’t fit inside the company, Xerox now looks for partners or buyers for whom the innovation does provide value.  For example, some of Xerox’s innovations in precision printing can apply to the low-cost manufacturing of solar panels.  Xerox isn’t going to become a solar panel manufacturer — that’s too far outside its core. But rather than dismissing the innovation, Xerox partnered with a West Coast firm to incubate a new company that can leverage the value of those innovations.

Third, outside companies can now hire PARC and its portfolio of specialists to tackle tough R&D problems.  CEO Burns said that most PARC’s activities remain focused on Xerox, but the option to sell non-core innovations lets the company maintain the innovative culture of PARC while monetizing its researchers’ outputs.  In short, Xerox is expanding how it leverages the fruits of innovation rather than pruning the innovation funnel.

Action

• When evaluating innovation projects, don’t immediately rule out ideas outside the company’s current strategies, customers, or core
• Instead, also ask if an innovation might be more valuable to a non-competing outsider
• Find complementary partners who can license or buy non-core innovations or innovation expertise to reap the greatest total value from the innovation process.
• Allow innovators enough freedom to enable breakthroughs.
• Expand or reenvision the core of the company to leverage innovation.

Point: Business model innovation can take a company to the white space that lies beyond its core business.

Story: Mark Johnson, chairman of Innosight, wrote Seizing the White Space to help companies understand whether they have the opportunity (or the necessity) to innovate their business model.  Johnson defines white space as “the range of potential activities not defined or addressed by the company’s current business model.”  In Johnson’s model, white space resides beyond product extensions, lateral growth in the customer base, or incremental product innovation.  Instead, he focuses on innovations that really change the way a company does business.

Because Johnson’s book focuses on business models, he starts with a framework for analyzing and creating business models. The framework is composed of four boxes: the customer value proposition, the profit model, the processes, and resources of the business.

The customer value proposition delineates why the customer values the product or what the customer hires the product to do.  (Click here for more on “hiring a product to do a job.”)

The profit model encompasses all the crucial financial dimensions that determine viability, including the revenue model, cost structure, target margins, and velocity (i.e., cycle times).

The resources and processes boxes consist of what the business needs (people, technology, information, partnerships, etc.) and how the business delivers the CVP within the bounds of financial viability.  Johnson uses this four-box definition of business models throughout the book to analyze different case examples and to illustrate a repeatable process of building new business models.

Next, Johnson presents a three-chapter section on three conditions that call for new business models.  The conditions occur when 1) a company wants to transform an existing market, often due to changing competition 2) a company wishes to create new markets, such as in emerging market countries 3)  industry or economic discontinuities appear.  Johnson refers to these three situations as white space within, white space beyond, and whites pace between, respectively.

Finally, Johnson devotes a three-chapter section on the process of creating and implementing new business models.  First, he delves into the process of designing a new business, emphasizing the customer value proposition.  Second, he covers the implementation of a new business model and the process of incubation, acceleration, and reintegration of the new model back into the organization (if there is one).  Third, Johnson addresses a crucial issue of business model innovation within existing organizations — the challenge of innovation in the face of a dominant incumbent (see also this post for related material on corporate antibodies).

Johnson’s overall point is that business models aren’t arcane or serendipitous magic — they can be intentionally developed and implemented as a repeatable process.

Throughout the book, Johnson uses dozens of interwoven case studies of varying lengths to illustrate his points.  These examples include well-known management-book favorites (Amazon, iPod/iTunes, Dell, Southwest Airlines) as well as less-known examples (Lockheed-Martin, Better World, Hindustan Lever, Tata Motors, Hilti).  His point in using these examples isn’t to provide new business histories or reveal previously-untold best practices but to show how a wide range of businesses fit into his framework of the four-box business model and illustrate his process of seizing the white space.

Figures in the book also provide quick brainstorming fodder:  19 business model analogies, 14 levers on the customer value proposition, and 19 common dimensions of interference between incumbent and new business models.

Overall, the book will be most useful for executives thinking about changing their company’s business model or expanding in radical new directions  The in-depth discussions of business models can also aid entrepreneurs looking to build a business model.  Finally, product innovators should consider this book if they think their innovations involve significant changes in customer value proposition, the profit formula, key resource, key processes.  These changes, by definition, call for a new business model and the potential that the innovative product may need to be treated differently than the company’s previous products.

Action

• Know your current business model
• Look beyond adjacencies to consider how business model innovation can open new horizons
• Watch for opportunities, threats, and economic discontinuities that may call for new business models
• Build and implement new coherently-designed business models as needed

For the next stop on the virtual book tour, see: Braden Kelley, Blogging Innovation and Jeffrey Phillips, Innovate on Purpose