Stage 01 · Walk the track
Understand
We begin with the work itself: who does what, where information comes from, what breaks, what matters and what success should look like. The first output is shared understanding, not a feature list.
What we do
- Interview the people who run the process, not only the people who sponsor it
- Observe the real workflow, including the workarounds and side channels
- Collect the documents, reports and spreadsheets the work depends on
- Agree what success means and how we will recognise it
What you get
- Shared problem statement
- Stakeholder and role map
- Success measures and a baseline
- List of open questions and assumptions
Your part
- Give us access to the people doing the work
- Share real examples, including the messy ones
- Name one decision-maker for the project
Illustrative scenario · in practice
We sit with the order desk, the storekeeper and a driver for a day. The same order turns out to be typed three times, and no one can see a delivery's status without a phone call. The goal becomes clear: every order visible from request to delivery.
Maths, data & AI at this stage
We agree what to measure before anything is built, such as time per order, re-entry rate and late deliveries, so any later improvement can be compared with a real baseline.