Step 02 / ACCELERATE
Change how the work gets done.
Improve one customer journey or workflow with the people who own it. Test the cause of friction, then try the smallest useful change.
What the work can look like
The result might be a better handoff, policy, Notebook or Agent. The customer outcome determines the solution.
Inside ACCELERATE: how the work unfolds
Inside ACCELERATE
How the
work unfolds.
Understand
Develop customer personas and map the workflow and handoffs.
Test
Use design thinking, Lean Startup and The Mom Test to test assumptions.
Build
Put a small, useful change in front of users.
Decide
Review the evidence and choose what to improve, scale or stop.
The intended outputs
What you take forward.
A prioritised backlog with owners, assumptions and evidence.
A method to apply to the next problem.
Read alongside the work / ACCELERATE
Ideas to put into practice.
Choose one idea to try in your 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.
Your next step
Discuss ACCELERATE with Adam or Greg.
Agree the priority, scope and commitment before deciding.