The structure of Scientific Revolutions by Thomas S. Kuhn - Discusses
how science gets stuck in paradigms and then some young scientist
under 30 invents a new paradigm that no one believes, but then it is
proved correct and pushes science through.

Change lives so profoundly people cannot imagine going back to the old
way.

Success starts with humility - get your existing beliefs out of your
mind.

Empathy is not just walking in another's shoes...first you must remove
your own shoes. - Indian proverb

Typical Development Process:
1. Define requirements
2. Design solutions
3. Involve User Experience
4. Uncover customer problem

Intuit Process
1. Involve user
2. Find customer problem
3. Define the requirements
4. Design solution

They categorized their users - worry warts, etc.

Victoria did stress point analysis on their bras because users said
that bras were not that comfortable.

Inuit vistis customers in their own home or office.

Deck their halls with photos, artifacts, and descriptions of how their
users use tax software/methods.

The unexpected is the # 1 source in Peter Drucker's Sources for Innovation

If you see something unexpected, that is the market telling you there
is something you missed that you do not understand.

RAID - Insight in customer behavior...

Idea - Spray RAID - gets on bugs, brings poison back to nest, kills others

Users - were flooding bugs with RAID until they died...not getting
bugs back to the nest to kill others

Solution - Water down RAID so you can still flood bug, but it will
survive until it gets back to nest

Innovation
- Savor surprises as learning
- Focus managers on a customer metric