The method

Double Diamond, in cycles.

Every cycle follows the four stages: first the validated problem, then the solution. Day to day, work moves through requests: we ask for what is missing, you answer in your portal, and every step has an agreed deadline.

1. DiscoverUnderstand the operation and listen to those who experience the problem.
2. DefineChoose the problem worth solving, with a baseline and success metrics.
3. DevelopExplore approaches, compare, and test the minimum that works.
4. DeliverGo live, test item by item, measure and plan the next cycle.

Every cycle has a People, Processes and Technology report: who takes part, what each person sees and which notices they get; your mapped processes; and how our technology connects to yours. You follow everything in your client portal: what is missing, the deliveries and each agent's usage.