It’s one thing to identify what a user wants to be able to accomplish. It’s another thing to capture what they consider a chore and want to leave their scope of responsibility.

A script is a simple, raw, unambiguous format to get the sequence of actions on paper, primed for a Future State Process Flow.

Visual representation of the customer journey or employee experience - sequence of actions, primary path, and peripheral paths.

Some common documentation is counterproductive: meeting minutes, a public task list, a RAIL, FAQ, and more. You should know what to avoid, why to avoid them, and what to create instead.

Although your innovation team is not literally a theater company, you should manage it like one because you want all the same things: a great environment, a great story for your customers, a great experience for your actors, auditions for the right roles, a sense of belonging, low re-invention of the wheel, and the integration of numerous moving parts. Memories, Moments That Matter, and a Standing Ovation.

Which of your culture traits can you trace to impacting your quality? Consider purpose, defects, favoritism, loyalty, fairness, fear, franticness, task conflict, personality conflict, career security, job security, optimizing globally, optimizing locally. Fix your culture. Fix your Quality.

The lifecycle and journey of the human-centered experience.

High-level and detailed names of how your customer experiences your products and services, in their language and through their lens.

Visual representation of the current customer journey or employee experience - sequence of actions, primary path, and peripheral paths.

Which of your culture traits can you trace to impacting your automation? Consider whether technology and data is your master or your servant. Consider whether Technology runs your business or if Business Runs Your Business.