Applied Velocity
How it works

01 / Listen at scale

Hear the work as it really happens.

Give people a private place to describe a normal day—the work they repeat, the information they chase and the moments that slow them down.

Listening to customer operations
Listening round / In progress

What gets in the way

18 / 24complete
Private conversation12 min

What makes it hard to give someone a quick answer?

JM

The information is spread across three places. I often have to ask Finance what happened before I can reply.

Listening…
Why it works

Hear from 24 people and still see what each person went through.

How it works

Ask. Listen. Understand.

  1. 01
    Ask

    Start with a real day

    Choose people from across the organisation and ask what they are trying to get done, where they wait and when they have to ask for help.

  2. 02
    Listen

    Give people room to be honest

    Each person speaks privately, in their own time. The conversation follows what matters to them and asks simple follow-up questions.

  3. 03
    Understand

    See what keeps happening

    Bring together the frustrations people share, the needs that differ and the practical workarounds teams already rely on.

What people experience

Hear more people without losing the detail.

Leaders can see where work feels harder than it should. Teams can see that their experience has been understood. Every conclusion is backed by real examples of what people face each day.
What people told us
“Every morning, I piece together what has already happened.”
“The work lands with me, but no one tells me why the decision was made.”
“The information I need is scattered across three places.”
What this means

People piece the story together again whenever work changes hands.

  • 11 real examples
  • 4 teams
  • 3 everyday processes

Next / Map the work

Show how the work really moves.