Turn one complaint into a problem statement: who, when, what it costs.

How to go about it

Pick a public complaint. Record what the person actually said, then name who has the problem, when it happens, and what it costs them.

The complaint, quoted, with who, when, and cost drawn from it.

A good observation“Every Monday I re-enter my team’s hours by hand because the export breaks.” Posted by a team lead, twice this month.

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