People First, Tech Last: Why Innovation is Fundamentally a Human Process

A few weeks ago my colleagues Brian Spisak, PhD (Computational Leadership), Brian Paradis (Lead With Imagination), and I had the privilege of conversing with Shana Washington, Vice President of Talent Acquisition and Workforce Development Programs with Trinity Health, on The Best Ideas Win Podcast. In this, our second series of the podcast, we are focused on workforce innovation. In addition to the enthusiastic recommendations we received from people who work with Shana, It's the last part of her title that had us excited to speak with her—the "Workforce Development Programs" part—because, how do you even conceive of innovating an organization like Trinity's workforce of approximately 130,000 people? For reference, that's larger than the entire population the capital cities of Hartford, Connecticut (pop. 120,000) and Springfield, Illinois (pop. 112,000). And, it's almost one and a half times the size of Santa Fe (pop approx. 90,000), the capital city of New Mexico. In this bonus edition of The Creativity Clinic I will share some of the insights Shana kindly shared with us. To listen to the entire hour-long conversation, and you will NOT be disappointed if you do, you can check it out at The Best Ideas Win Podcast website.

Why Innovation is Fundamentally a Human Process

When we think about innovation, it’s tempting to focus on the dazzling technologies, the sleek designs, the breakthrough solutions that change industries overnight. We often celebrate the outcomes—new products, advanced algorithms, revolutionary services—as the essence of innovation itself. But beneath these outcomes, driving every groundbreaking achievement, is the most critical element of all: people.

Innovation, at its core, is a profoundly human process. It relies on our capacity to think, feel, collaborate, adapt, and imagine. Without the human element, innovation is lifeless—a series of ideas with nowhere to go. Understanding innovation as a human process allows us to nurture it, expand it, and ultimately lead it more effectively. Let’s explore why people are the beating heart of innovation and how this perspective can transform the way we approach creative growth.

Creativity: The Spark that Ignites Innovation

"Creativity is seeing what everyone else has seen, and thinking what no one else has thought". - Albert Einstein

Innovation begins with creativity. It’s the spark that sets the process in motion. And creativity is an inherently human quality. It comes from our ability to see connections where others don’t, to ask, "what if?" and "why not?" It’s driven by curiosity, inspiration, and the desire to solve problems or express new ideas.

While tools and technologies can support creativity, they don’t generate it. Machines can process data and follow rules, but they don’t feel curiosity. They don’t experience the joy of discovery, the frustration of roadblocks, or the thrill of a breakthrough. These are human experiences, and they fuel the creative process.

In an organizational setting, it’s the people who bring diverse perspectives, experiences, and insights to the table. The more varied the minds, the richer the creative potential. This is why fostering a culture that encourages creativity, open dialogue, and psychological safety is essential for innovation. People need the freedom to explore and imagine without fear of failure or judgment.

Emotional Intelligence: The Glue that Sustains Innovation

“If it feels comfortable, you’re not doing enough.” - Shana Washington

Innovation doesn’t happen in isolation. It’s a collaborative effort that requires trust, communication, and emotional resilience. This is where emotional intelligence (EI) becomes indispensable. Emotional intelligence is the ability to understand and manage our own emotions and the emotions of others. It’s the glue that keeps innovative teams functioning, even under pressure.

Consider this: Innovation often involves uncertainty, risk, and setbacks. Without emotional intelligence, these challenges can quickly lead to frustration, conflict, or disengagement. Leaders with high EI can navigate these emotional waters, helping their teams stay motivated, connected, and adaptable.

An emotionally intelligent leader knows when to offer encouragement, when to challenge assumptions, and when to step back and let creativity flow. They build environments where people feel seen, heard, and valued—conditions that are essential for innovative thinking.

Moreover, innovation requires empathy. The best innovations solve real problems for real people. By understanding the needs, desires, and pain points of others, we create solutions that resonate and add value. Empathy allows innovators to put themselves in the shoes of their customers, colleagues, or stakeholders, driving solutions that are both meaningful and effective.

Collaboration: The Engine of Innovation

“Co-create with your competitors to advance the greater good.” - Shana Washington

Great ideas rarely come from a single mind working in isolation. More often, they emerge from the dynamic interplay of diverse perspectives. Collaboration is the engine that powers innovation, and collaboration is fundamentally human.

When people with different skills, backgrounds, and viewpoints come together, the potential for innovation multiplies. Through dialogue, debate, and shared exploration, ideas evolve and improve. One person’s insight can spark another’s breakthrough. Constructive disagreement can lead to a deeper understanding of the problem. Brainstorming sessions, workshops, and design sprints are all powered by human interaction.

However, effective collaboration doesn’t happen by accident. It requires intentional leadership, clear communication, and a culture that values collective success over individual recognition. Leaders who prioritize collaboration ensure that every voice is heard, that credit is shared, and that the process remains focused on the goal: innovation that serves a purpose.

In today’s digital world, technology facilitates collaboration across time zones and geographies, but the essence of collaboration remains human. The tools may change, but the need for trust, respect, and shared vision stays constant.

Adaptability: The Human Response to Change

“Change is the law of life. And those who look only to the past or present are certain to miss the future.” – John F. Kennedy

Innovation thrives on change. It’s about responding to new challenges, seizing new opportunities, and finding better ways to do things. Adaptability—the ability to pivot, adjust, and stay resilient—is a distinctly human trait.

While systems and processes can be designed for flexibility, it’s people who ultimately drive change. When markets shift, technologies advance, or disruptions occur, it’s the adaptability of people that determines how well an organization can innovate. Adaptable leaders and teams stay open to new ideas, remain calm under pressure, and are willing to let go of old ways of thinking in favor of better solutions.

Adaptability also means learning from failure. In any innovation journey, setbacks are inevitable. What matters is how we respond. Do we see failure as an endpoint or as a lesson? The ability to reflect, learn, and iterate is what keeps innovation alive. This mindset of continuous improvement is a hallmark of human adaptability.

Vision and Purpose: The Human Drive for Meaning

“It’s about helping individuals find their noble purpose and their way into a healthcare profession.” - Shana Washington

At the heart of every innovation is a purpose. Whether it’s improving lives, solving a problem, or creating something beautiful, innovation is driven by a vision of what could be. This sense of purpose is deeply human. It reflects our desire to contribute, to make a difference, and to leave a legacy.

Leaders who articulate a clear, compelling vision inspire their teams to innovate with passion and commitment. When people understand why they’re innovating, they’re more likely to invest their energy, creativity, and effort into the process. Purpose gives innovation direction and meaning.

This is why innovation isn’t just about efficiency or profit margins—it’s about impact. The most successful innovations are those that connect to human needs and aspirations. They solve problems that matter and create value that resonates.

The Human Element is the Competitive Edge

In a world where technology is advancing at breakneck speed, the human element remains the differentiator. Machines can automate tasks, analyze data, and even generate ideas, but they can’t replace the creativity, empathy, collaboration, adaptability, and purpose that drive true innovation.

As leaders, our role is to nurture these human qualities within our teams and organizations. We need to create environments where people feel inspired to innovate, supported in their efforts, and connected to a larger vision. By recognizing innovation as a human process, we unlock the full potential of our people and our organizations.

Innovation starts with us. It starts with our ability to dream, to connect, and to act with purpose. Let’s embrace the human side of innovation and lead toward a future where creativity, resilience, and collaboration help us fill the growing gaps between supply and demand for essential healthcare services for all.