OUR REFLECTIONS (UNFILTERED)

“From a scale of 1 to 10, how would you rate your experience at our branch?” That’s the question I got via email after spending one hour standing in line at a bank. My answer was: a 4. The next day, I received a phone call from someone at the branch —...

The other week, a client and I were discussing how to approach an innovation process within their organization. After reviewing and agreeing on the details, I asked how we’d proceed after each work cell produced an MVP (or Minimum Viable Product). The...