← Back to CreachlyFictional design study Growth WebsiteIntroductory · €1,295 excl. VAT
meridia.
ENNL

OUR APPROACH / OBSERVE, AGREE, TEST, HAND OVER

The actual work
is our starting point.

A process chart tells only part of the story. We start with a recent assignment and the people who sold, planned and delivered it.

One question.
Four working steps.

An approach structured enough to give direction and flexible enough for your organisation. Timing, participants and deliverables are agreed in advance.

01

Explore

Follow a recent assignment.

With sales, planning and delivery, we compare the expected route with what happened. What information was available? Where did someone wait? Which exception was resolved through a separate message? We discuss where the pattern recurs.

On the table: a process map, obstacles and a defined scope.
02

Agree

Clarify one handoff.

We choose the first handoff or recurring decision that needs attention. The team defines what must be complete, who checks it and who assesses exceptions. We also record what this pilot will not cover.

On the table: start criteria, roles and a shared working agreement.
03

Test

Use it in ongoing work.

The team tests the agreement on a limited stream of new assignments. We look at missing information, waiting time and recurring questions. A review scheduled in advance prevents the pilot from quietly stalling.

On the table: practical feedback and a refined first version.
04

Hand over

Put the team in control.

We incorporate what the pilot has taught us. The agreements receive a permanent home and an owner. Together, we decide what can be adopted more widely, what needs further investigation and when the team will review again.

On the table: usable working documents and an owner for the next steps.

Who needs
to be involved?

A sponsor who can make decisions. People from sales and delivery who can explain a recent assignment. And an owner who will maintain the agreements after the pilot. We limit the demand on their time by identifying the input and conversations needed in advance.

01

Use existing information

We start with what is already available: an anonymised assignment, current instructions and examples of handoffs.

02

Agree what you want to observe

Before a pilot, we identify which signals will help assess whether the new agreement is usable.

03

Make room for exceptions

A working agreement should also explain what to do when the standard route does not fit.

START WITH ONE HANDOFF

Which assignment
could have started better?

Take a recent situation as your starting point. Who was involved, where did it stall and what needs to be clearer next time?

Discuss your question Demonstration · nothing is sent