01 — Tell it

Tell it the way it comes.

The way you would tell a colleague: the problem, who lives with it today, why now, why you. However messy: we structure it together.

The work you want to change, and how many people sit inside it today
Why it is solvable now and not five years ago
Who signs the cheque
What you bring that nobody else does
What you need from us to start

See an example

I have worked in claims handling at a mid-sized insurer for twelve years. Thirty adjusters spend half their day matching appraisals, invoices and damage photos by hand, and when something does not add up the claim starts over: ten extra days for the customer on average. Until two years ago appraisals were scanned PDFs no software could read; today the models read them better than a first-year clerk. The person who would sign is the claims director, who already has a budget for cutting turnaround times. No system I know covers this step: it is done with spreadsheets and patience. I bring the adjusters I know by name and two directors willing to try. I do not know yet what integrating with the nineties-era core systems would cost.

The more you tell, the more fields we fill. The best drafts come from ten to fifteen lines.