How do we create a process where every role has customer access in an effective and sustainable way? Here are some thoughts.
The names of our processes can sometimes be the thing that keeps adoption low. Here’s a way to rethink that.
Everyone should talk to customers. Most companies buy the idea. They also believe it's a waste of time with developers. Here's why they're wrong.
Outcomes are measures of behavior. Here's the difference between a business outcome and a user outcome and why it matters.
Despite decades of advice and proof that building learning into our work improves results, organisations are still resistant. Why is that?
Doing customer interviews is great! Doing it with a clear sense of what you’re trying to learn is even better. Here’s why.
As we experiment we learn and through that learning we earn the right to invest more in our ideas. The Truth Curve makes that obvious.
New ways of working can be risky and scary for large organisations. To increase their chances of adoption and success treat them like products.
In this short video I answer one of the most commonly asked questions I hear: what is shared understanding and why is it valuable?
Get the most relevant stories from your customers with this one, simple question.