Lack of history with SPR or with the product
While SPR had worked with this client extensively over the course of the last decade, we had not worked with this specific team. Additionally, the team was effectively all new hires; while some on the client side had been with the company for many years, they had never worked together or worked on this product before. Immediately, we recognized the need to focus on building trust in order to make the engagement successful. We instituted a process whereby we shared, in whatever form we had, everything we were learning. Two times a week we would meet with the client team and teach them what we had learned, why we thought it was important, and how it impacted our design efforts.
We collected and recorded everything, highlighting specific points of feedback, captured every interview, and jotted down the owner of every widget in the product we could find. As we learned, we immediately turned around and taught our client. The ever-sharpening picture, combined with constant learning checkpoints, led to the combined team feeling like all our light bulbs were coming on at the same time. This is what Natural Knowledge Sharing looks like.