Step 02 / ACCELERATE
Change how the work gets done.
Remove the friction in one customer journey or workflow. Bring the people who own the handoffs together, test the cause of the problem and try the smallest change that could improve it.
What the work can look like
The improvement may be a clearer handoff, a different policy, a Notebook or an Agent. The outcome determines the solution.
Inside ACCELERATE: how the work unfolds
Inside ACCELERATE
How the
work unfolds.
Understand
Deepen customer personas, then map the workflow, handoffs, people and friction from their point of view.
Test
Use design thinking, Lean Startup and The Mom Test to challenge assumptions with real evidence.
Build
Develop the smallest useful change and put it in front of the people who will use it.
Decide
Review what happened and agree what to improve, scale or stop.
The intended outputs
What you take forward.
A prioritised backlog with owners, assumptions and evidence.
A repeatable method the team can apply to another problem.
Read alongside the work / ACCELERATE
Ideas to put into practice.
These are useful companions to the session. The practices carry forward as you apply them to real work.
Ask about actual behaviour and problems, including those of internal customers.
More books for this session
Turn uncertain assumptions into small experiments and decisions based on evidence.
The next conversation
Build on what you learn.
The next step depends on the evidence and what the business needs.
Your next step
Discuss ACCELERATE with Adam or Greg.
Bring the priority and the questions you need answered. Agree the scope and commitment before deciding.