Step 2 - Understanding Behavior

We use the information we gathered in Step 1 to pinpoint issues and opportunities, then go deeper. To do this we observe and experience your products and services in the real world.

We look at analogous products, services and industries to find new ways of understanding the value the organization creates and delivers. We move between high level views and close up views of customers, products, services, systems and processes to identify areas to better understand what changes we could make.