Organizations decide based on indicators. But metrics are tricky: they tend to focus on what is easily measured. Researchers bring in qualitative insights, that are well received provided they fit into short-term work cycles. When they come back with contextual insights and a long-term vision of value for customers… that’s hard to swallow!
This is rooted in how decisions are made, what is considered to be knowledge and the same notion of how value is created. A mountain too hard to climb! As a first step, participants will hack dashboards for strategic decisions by introducing new indicators and insights that come from a service perspective.