Synthesis

Summary

All three interviews point to a coordination problem: unclear ownership creates delays and forces people to chase updates. There is agreement on named owners and reliable next steps, but the pilot timing remains contested.

Across 3 interviews.

Disagreements

Places where two interviews describe the same thing incompatibly. At least one side is wrong, and finding out which is usually the highest-value hour of the engagement.

• When should the pilot start?

  • Maya Chen

    Operations: making handoffs visible

    Start next month, replacing the spreadsheet.

  • Jordan Blake

    Delivery: fewer tools, clearer priorities

    Wait until reporting integration is ready.

Themes

Most contested first.

• Clear ownership

  Consensus · 3 interviews

  Every interview that raised this agreed.

  Name a person responsible for each handoff and its accuracy.

  • Maya Chen 3:45 · Operations: making handoffs visible “Start with one delivery team. Give every handoff a named owner and show the customer when to expect the next update.”
  • Priya Shah 5:15 · Customer success: confidence through timely updates “An automatic message with an old date is worse than no message. Someone needs to own the accuracy before an update goes out.”

• Avoid duplicate work

  Consensus · 2 interviews

  Every interview that raised this agreed.

  A pilot must replace existing reporting work to earn adoption.

  • Maya Chen 5:15 · Operations: making handoffs visible “I can support a pilot next month, but only if it replaces the spreadsheet. Another place to enter the same update will not get used.”
  • Jordan Blake 3:45 · Delivery: fewer tools, clearer priorities “I would wait until the reporting integration is ready. Otherwise my team will have to update two systems during our busiest month.”

• Predictable communication

  Single voice · 1 interview

  Only one interview raised this. Treat it as unconfirmed.

  Measure whether customers have to chase an update.

  • Priya Shah 3:45 · Customer success: confidence through timely updates “A named contact and a reliable next-update date. We should measure whether customers need to chase us, not how many status fields we fill in.”

Open questions

• Can the first pilot replace the spreadsheet without the integration?
• Who will maintain customer-facing dates?

Recommended next interviews

Who to talk to next, and what the gap is.

• Interview the reporting integration owner to resolve the pilot dependency.