1 rich Libsyn https://www.libsyn.com 90 600 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. &amp;nbsp; 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&amp;nbsp;an external, customer-oriented perspective for a balanced solution. [11:48] A wicked problem is&amp;nbsp;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.&amp;nbsp;&amp;nbsp;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 &amp;nbsp; Mentioned in This Episode: Adam Richardson @richardsona on Twitter Frog Design Financial Engines Jobs to Be Done NPR One Praxent Praxent on Twitter Commanding Business http://praxent.com/commandingbusiness <iframe title="Libsyn Player" style="border: none" src="//html5-player.libsyn.com/embed/episode/id/4578228/height/90/theme/custom/thumbnail/yes/direction/forward/render-playlist/no/custom-color/88AA3C/" height="90" width="600" scrolling="no" allowfullscreen webkitallowfullscreen mozallowfullscreen oallowfullscreen msallowfullscreen></iframe> https://assets.libsyn.com/secure/item/4578228