Insights / How work gets done
Processes
How work gets done
A process can look like it works overall while creating friction and uneven experiences for the people using it. These articles look at where that friction comes from and how to fix it with the people closest to the work.
Articles
Why work gets stuck between teams
Where handoffs break down, why each team’s part can work while the whole doesn’t, and how to redesign it with the people involved.
Why customers get a different experience depending on who they deal with
How inconsistency creeps into a process, who it affects, and how to agree one way of working that people actually use.
Related
Service
Process Redesign Engagement
Design a better, more consistent experience: find where a process falls short, understand why, and agree practical improvements with the people closest to the work.
Topic
Not clear who decides?
Sometimes the process is fine but the agreements behind it aren’t. Articles on decisions, ownership and communication.
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