Book review: Reset by Dan Heath – a practical guide to organisational change
The Power of Moments
A few years ago, I attended an outstanding presentation on nudge theory and its potential applications for visitor attractions. Nudge theory suggests that people’s decisions can be influenced through subtle changes in how choices are presented. The presentation included this video summarising The Power of Moments by Chip and Dan Heath.
At the time, I was working at the Museum of London (now London Museum), in the early stages of planning a transformational relocation. The ideas in The Power of Moments resonated deeply, and I shared the video with many colleagues.
Museums can sometimes create experiences that, while informative, lack emotional impact (or as Chip and Dan Heath might put it, simply “whelm” rather than overwhelm or underwhelm). This often results from a well-intentioned effort to present information neutrally and accessibly. But neutral and accessible does not have to mean unemotional. The BBC’s principles - inform, educate and entertain - show how engagement and emotional connection can coexist with knowledge-sharing. The idea of designing emotional peaks during a museum visit is something I talk about to museum-sector clients a lot, often sharing the video too.
So when I heard an episode of HBR IdeaCast about Dan Heath’s new book, Reset, I immediately downloaded the audiobook.
Reset – a playbook for organisational change
In Reset, Dan Heath explores how organisations can drive effective change by identifying leverage points and reallocating resources for maximum impact. Through a combination of anecdotes and frameworks, he offers a playbook for leaders looking to drive transformation at a systems level rather than an individual level. However, while Reset presents useful strategies, it occasionally feels lightweight, lacking the depth and rigour that seasoned change-makers might expect. That said, for those new to transformation, Reset is an excellent starting point.
Boulder and lever: the core metaphor
The book’s central metaphor is the idea that you need a lever to move a boulder. Reset argues that successful transformations require leaders to identify constraints, remove bottlenecks, and redistribute effort strategically. It’s a compelling and memorable analogy.
Key takeaways for driving organisational change
Despite being light in parts Reset does offer numerous actionable insights. Here are my top five:
1. Find the leverage points for change
One of Reset’s strongest arguments is the importance of diagnosing systemic issues by going directly to the front lines. Instead of relying on boardroom assumptions, effective leaders immerse themselves in the actual work, ask open-ended questions, and identify where small shifts could create significant results. This is a valuable reminder that strategy should be informed by real-world insights, not just top-down analysis.
2. Reimagine goals and measures for effective change
Reset encourages leaders to consider the "goal of the goal" - not just hitting a metric but understanding why it matters. The "miracle question," borrowed from coaching and psychotherapy, is particularly useful: If success were achieved overnight, what would you notice? This technique helps teams make progress more tangible and identify alternative pathways to achieving their objectives.
3. Tap into motivation to drive change
One of the book’s strongest points is the emphasis on aligning necessary work with desirable work. Reset argues that motivation is an underutilised resource and organisations should identify changes that people will embrace enthusiastically to drive broader transformation. The "genius swap" exercise - trading unwanted tasks with those others enjoy - is a practical approach to increasing engagement and efficiency. I’m already considering how to incorporate this into forthcoming team facilitation projects.
4. Make strategic trade-offs to maximise efficiency
Leaders often struggle with resource allocation. Reset suggests a structured approach to determining what to stop, start, reduce, or increase. The book references the "cut and invest" strategy, advocating for reallocating resources to high-impact areas rather than simply trimming costs. While pragmatic, this chapter could have delved deeper into managing the inevitable resistance that comes with such shifts.
5. Accelerate learning through agile methodologies
Rather than relying on extensive planning, Reset promotes agile experimentation. Real-time data, "quick and dirty" testing, and iterative feedback loops enable organisations to make faster, more informed decisions. The concept of "paper pilots" - low-risk, disposable trials - is particularly useful for gathering insights before committing significant resources.
Final thoughts - is Reset worth reading?
Reset is an accessible, solutions-focused guide to organisational change. Dan Heath’s storytelling makes complex ideas digestible and the book is packed with practical advice for leaders navigating transformation. However, for those already familiar with change management principles, much of the content may feel like common sense rather than groundbreaking insight.
If you enjoy business books filled with anecdotes, clear frameworks and "whirlwind reviews" at the end of each chapter, you’ll find Reset engaging. But if you’re seeking a deeper, more analytical exploration of systemic change, you may find it somewhat surface-level.
Ultimately, Reset reinforces a fundamental truth: you can’t do everything, but you can do something. The key is choosing wisely and acting decisively.
Finally, thanks to ChatGPT for generating the lead image.