What does your mission need you to do differently?

Start with the experience.

Two organizations can use the same systems and serve people very differently. Before borrowing another organization’s approach, look closely at what people experience in yours. Where do they wait, repeat themselves or lose confidence?

Make the difference useful.

A new idea earns its place when it helps the mission. Ask what would become easier, clearer or more valuable for the person using your service. Use that answer to guide the change.

Try one thing.

Choose one point in the experience. Listen to the people involved, test a small change and look for evidence that it helped. A locally useful practice begins with local understanding.

Developed from Jason Borowicz’s SHIFT and Imaginactions™ approach.

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