Redefining Value: Bridging the Innovation Culture Divide
Summary
Nathan, a designer and academic, discusses the historical and cultural divide between design and business cultures, highlighting their different languages, concerns, and approaches to problem solving. He critiques traditional business metrics for focusing primarily on quantitative factors like price and performance, while neglecting qualitative value dimensions such as emotional, identity, and meaningful value that designers prioritize. Nathan illustrates this with the example of Facebook's acquisition of Instagram, where most of the company's actual value was intangible goodwill stemming from user relationships and experiences. He argues that value exchange only occurs through relationships formed over experience, and that current business tools fail to capture these important dimensions. Nathan calls for evolving the language around value to include both quantitative and qualitative aspects and advocates for new tools, including those in accounting and management, to support this shift. He shares insights into various innovation cultures within companies and stresses the importance of understanding organizational culture to foster successful innovation. Nathan also points out that HR and other business functions need to adapt to better understand and support design-driven work. Ultimately, he challenges designers to take leadership in bridging the design-business gap, shifting conversations about value and innovation to include the full spectrum of human experience and meaning.
Key Insights
-
•
Design and business cultures have fundamentally different languages and concerns, often leading to misunderstandings.
-
•
Business focuses on quantitative optimization while design thrives in ambiguity and qualitative value.
-
•
Value extends beyond financial metrics to include emotional, identity, and meaningful value.
-
•
True value exchange only happens within a relationship, which is created through a series of experiences.
-
•
Current business tools and accounting systems fail to capture qualitative values, rendering most design-driven value invisible.
-
•
The $1.01 billion goodwill in Facebook’s Instagram acquisition represents intangible value from relationships and experience.
-
•
Innovation cultures vary widely across organizations and must be understood to successfully drive innovation.
-
•
HR plays a critical role in shaping company culture and must align to support innovation and design integration.
-
•
Bridging design and business requires changing language and developing new tools that integrate qualitative and quantitative value.
-
•
Designers must proactively lead conversations to bridge this divide rather than waiting for business peers to meet them.
Notable Quotes
"Design and business are different worlds with different concerns, languages, and issues about what they care about."
"Business people thrive in certainty; designers habitually thrive in ambiguity."
"You wouldn’t use design thinking to optimize inventory—you use Six Sigma."
"Value gets exchanged only in the context of a relationship. Without a relationship, value isn’t exchanged."
"The accounting system only showed Instagram’s value at $86 million; the rest was goodwill representing intangible value."
"Most business tools focus on quantitative value and are terrible at capturing qualitative value, where design lives."
"People always pay more when they perceive value beyond just financial cost."
"Emotions last 30 to 120 seconds, but identity and meaningful value go much deeper in relationships with products."
"Innovation in large companies often requires breaking rules and hiding what you’re doing from management."
"To be business and design, not business versus design, we have to change the language we use to talk about value."
Or choose a question:
More Videos
"Instead of measuring productivity by hours or busyness, focus on quality of work."
Lavy Kumar Kat Temple Shan Sebastian Tara Jensen Jenn ChouFuture of Work
June 9, 2021
"The complexity of automating marketing content for agents varies because some want hyper-personalized brand content while others prefer general automation."
Andreas Huebner Amy Takata Craig BrookesWhat Is It Like To Be Part of The UX Team at Compass?
March 11, 2021
"Customers can answer what the researcher wants to hear in surveys, making attitude only 28% predictive of real behavior."
Ricardo MartinsUnlocking the power of advanced quantitative methods
March 12, 2025
"The fastest way to gain influence is to get somebody else promoted."
Monty HammontreeThe Future of UX Research
December 3, 2020
"We realized that the extended design discipline needed to regain some design ops activities to function properly."
Benjamin RealShowing the Value of DesignOps by Not Having a DesignOps Team
October 21, 2020
"Adoption is crucial; build your community early by involving them in co-design and pilots."
Kate TowseyAsk Me Anything (AMA) with Kate Towsey
April 2, 2025
"Trust is built by showing you’re there to help make them succeed, not just push your agenda."
Steve Portigal Chris Chapo Kelly Goto Christian RohrerDiscussion
May 13, 2015
"Accessible experiences are better experiences for everyone whether you are a person with a disability or not."
Sam ProulxOnline Shopping: Designing an Accessible Experience
March 28, 2023
"Screen magnification users are a great place to start because your prototypes and tools will mostly just work with minimal adaptation."
Sam ProulxPrototype Reviews, People With Disabilities, and You
October 1, 2021
