Short answer

Actively engage with and understand the stories people tell about their work and any proposed changes, as these narratives are powerful drivers of acceptance or resistance to new designs and processes.

Field
Innovation & Design
Source
Human Relations (2003)
Method
Qualitative research using a narratological approach.
Evidence
Moderate effect

Understanding how individuals and groups make sense of organizational changes is crucial for successful implementation, and this sensemaking is heavily influenced by the narratives they construct and share. This innovation & design research insight is drawn from a 2003 study published in Human Relations. Using Qualitative research using a narratological approach., researchers explored how this design variable affects real-world outcomes. The key design takeaway: Actively engage with and understand the stories people tell about their work and any proposed changes, as these narratives are powerful drivers of acceptance or resistance to new designs and processes.

Study
Innovation & DesignHigh ImpactModerate effect

Organizational Change is Best Understood Through Collective Storytelling

Understanding how individuals and groups make sense of organizational changes is crucial for successful implementation, and this sensemaking is heavily influenced by the narratives they construct and share.

Human Relations · 2003

01

Key Findings

  • 01Individual and group narratives are central to collective sensemaking during organizational change.
  • 02Work narratives help individuals and groups define and solidify their shared identities.
  • 03Organizations function as 'storytelling milieux' where narratives play hegemonic and legitimizing roles.
  • 04Analyzing narratives can reveal the polysemy (multiple meanings) inherent in organizational actions and events.
02

Application

Design takeaway

Actively engage with and understand the stories people tell about their work and any proposed changes, as these narratives are powerful drivers of acceptance or resistance to new designs and processes.

How to apply

Before launching a new product or system, conduct interviews or workshops to understand the prevailing stories and concerns of the target users. Then, craft communication materials that acknowledge these narratives and frame the new design within a compelling and relatable story.

Project actions

  • 01When researching a design problem, ask users to tell stories about their experiences related to the problem.
  • 02Analyze the language and themes in user narratives to uncover underlying beliefs and attitudes.
  • 03Consider how your design solution can be framed within a narrative that resonates with users.
03

Method & Evidence

AimHow do individual and group narratives influence the sensemaking processes of managers during the introduction of organizational interventions?
MethodQualitative research using a narratological approach.
ProcedureResearchers facilitated focus groups with middle and senior managers in a UK hospital to explore their interpretations and experiences of recent organizational interventions, analyzing the stories they told to understand their sensemaking.
ContextHealthcare management and organizational change within a UK hospital.

Variables

IVIntroduction of organizational interventions
DVSensemaking processes and collective understanding
04

Strengths & Limitations

Strengths

  • +Provides a rich, in-depth understanding of user perspectives.
  • +Highlights the social and psychological dimensions of design adoption.

Limitations

Narrative analysis can be subjective, and different interpretations of stories are possible. It may also be time-consuming to collect and analyze rich narrative data.

Reliability & validity

Reliability can be enhanced through inter-rater agreement on narrative coding. Validity is strengthened by triangulating narrative findings with other data sources, such as observational data or user feedback on specific features.

Think critically

To what extent can a purely narrative approach capture the full complexity of organizational change, and what other factors might be equally or more influential?

05

Design Principles

"Embrace narrative as a tool for understanding and influencing stakeholder perception during design implementation."

Designers and researchers often encounter situations where new products, systems, or processes need to be integrated into existing organizational structures. Recognizing the power of narrative in shaping perceptions and driving adoption can inform strategies for communication, stakeholder engagement, and change management.

06

What This Means for Your Design

When you introduce something new at work or in a project, people will talk about it and tell stories. How they tell these stories helps them understand what's happening and can influence whether they like the new thing or not. These stories also help them feel like they belong to a group.

How to use in your project

  • 1.Use narrative analysis as a qualitative research method to explore user perceptions and sensemaking.
  • 2.In your design process, consider how to communicate your design's purpose and benefits through storytelling.
07

Add to My Project

08

Quick Cite

Paragraph starter

This research highlights the critical role of narrative in organizational sensemaking. By analyzing the stories individuals and groups tell, designers can gain deeper insights into user perceptions, attitudes, and the underlying social dynamics that influence the adoption of new designs. Understanding these narratives is essential for developing communication strategies that effectively integrate new solutions into existing user contexts.

09

Source

Human Relations

A Narratological Approach to Understanding Processes of Organizing in a UK Hospital

journal · 2003

View source

Questions About This Research

What does the research say about organizational change is best understood through collective storytelling?
Actively engage with and understand the stories people tell about their work and any proposed changes, as these narratives are powerful drivers of acceptance or resistance to new designs and processes. Evidence: Human Relations (2003).
Why does "Organizational Change is Best Understood Through Collective Storytelling" matter for design?
Designers and researchers often encounter situations where new products, systems, or processes need to be integrated into existing organizational structures. Recognizing the power of narrative in shaping perceptions and driving adoption can inform strategies for communication, stakeholder engagement, and change management.
How can designers apply this research?
Actively engage with and understand the stories people tell about their work and any proposed changes, as these narratives are powerful drivers of acceptance or resistance to new designs and processes.
What were the main findings?
Individual and group narratives are central to collective sensemaking during organizational change.. Work narratives help individuals and groups define and solidify their shared identities.. Organizations function as 'storytelling milieux' where narratives play hegemonic and legitimizing roles.. Analyzing narratives can reveal the polysemy (multiple meanings) inherent in organizational actions and events.
What research method was used?
Qualitative research using a narratological approach..
How strong is the evidence?
Evidence strength is rated Moderate effect, based on a 2003 journal from Human Relations.
What should I do differently in my next project?
Before launching a new product or system, conduct interviews or workshops to understand the prevailing stories and concerns of the target users. Then, craft communication materials that acknowledge these narratives and frame the new design within a compelling and relatable story.
What are the limitations?
The findings are specific to the context of a UK hospital and may not directly translate to all organizational settings. The focus on narrative may overlook other factors influencing sensemaking.