Presentation given by Catalyz at the 2017 Compference in Austin, with frameworks for managing the people side of change efforts.

2. Human-Centered Change
Presented by Ben Grossman-Kahn
CEO & Co-Founder of Catalyz

3. Agenda
• What’s your transformation story?
• Am I dealing with Technical or Adaptive change?
• Mental models and frameworks for human-
centered change

4. We are facing profound changes in every sector
• Rise of Mobile
• Cloud platforms
and services
• Open source
• Machine Learning
• AI
• Automation
• Internet of Things
Technology
• Multiple
generations
• Culture of
entrepreneurship
• Purpose driven
economy
• Competition for
talent
• Virtual staff
Workforce
• Expectations
focused on speed,
convenience and
personalization
• Technology
driving new
experiences
Customers

7. What’s your Transformation story?

9. Employee resistance to change and management
behaviors, not budget or resources, are the primary factors
in 70% of failed change management programs -McKinsey
62% of employee respondents identified culture as the
main hurdle to digital transformation. -CapGemini

12. Design ThinkingAdaptive Leadership
Observation
Intervention
Interpretation

13. Adaptive Leadership
“…change that truly transforms an organization, be it
a multibillion-dollar company or a ten-person sales
team, demands that people give up things they hold
dear: daily habits, loyalties, ways of thinking. In
return for these sacrifices, they may be offered
nothing more than the possibility of a better future.”
-Heifetz & Linsky, HBR 2002

14. Adaptation

15. Technical vs Adaptive Changes
Technical Adaptive
Clearly Defined Problem
Not clearly defined problem. Requires
learning
Clear and known solution. Have all
information required, goal is to optimize
execution.
Solution unknown-requires learning,
experimentation and gathering more
information
Evokes a rational and logical response.
Evokes an emotional response-people may
avoid or struggle to deal with this
Uses existing processes, practices,
behaviors
Challenges existing processes, practices
and behaviors
Led with authority
Requires engaging stakeholders and
bringing them along

16. Puzzle Mystery
vs

17. Design Thinking

18. Start with Empathy

19. People don’t fear change,
they fear loss.

20. A framework for change
Core
• Company values
• Who our
customers are
Emerging
• New ways of
working
• New comp
structure
Legacy
• Siloed teams
• Some titles/roles

21. Competing Commitments

22. Frame the challenge

23. Design Thinking

25. D V
F
Desirability
(Do people want this?)
Viability
(Should we do this?)
Feasibility
(Could we do this?)

26. Prototype and Test!

28. Questions to consider
• Is this a puzzle or a mystery?
• What might people be afraid of losing?
• What might be some competing commitments?
• What have we done to build empathy and challenge our
assumptions?
• Have we designed with a focus on desirability and experience?

29. Thank you!
Ben@Catalyz.io

30. Appendix

31. Technical vs Adaptive Changes
Example Technical Adaptive
Example: Broken Arm Doctor sets arm in cast
Temporaryloss of identity
related to activities
Example: High Blood
Pressure
Prescribe medication
Change lifestyle to eat
healthy, get more exercise,
avoid stressful situations
Example: Becoming elderly
Take away drivers license,
move into assisted living
Loss of independence, self-
identity, new routines
Example: Title Changes
Changetitle in system, on
business cards
Perceived change in value to
the organization, self
identity

32. Each one of these thwarting tactics…grows out of
people’s aversion to the organizational disequilibrium
created by your initiative…people strive to restore
order, maintain what is familiar to them, and protect
themselves from the pains of adaptive change.
-A Survival Guide for Leaders, HBR 2002

33. According to a McKinsey survey of 2,000 executives,
programs that encourage and facilitate employees to
take an active role in the transformation have a success
rate five times higher than those led as top-down
initiatives

34. C
Communication
Sharing thoughts,
questions, ideas, &
solutions
C
Collaboration
Working together to
reach a goal, putting
talent, expertise, &
smarts to work.
C
CriticalThinking
Looking at problems in a
new way and linking
learning across subjects
& disciplines
C
Creativity
Trying new approaches to
get things done equals
innovation & invention
21st Century Skills