Notes from twelve discovery sessions

Twelve sessions, six organisations, one quarter. A few things repeated often enough to be worth writing down.

The most useful sentence in an interview almost always arrives after the point where you would politely wrap up. People need to exhaust the official answer before the real one surfaces.

We also got things wrong. Twice we mistook a communication problem for a strategy problem, largely because we had been hired by the people responsible for communication. Worth remembering who is in the room, and who is not.