Elite Blog series

January 10th, 2024

Ever been given an answer to the wrong question? Or better yet, given a response to everything but the question you asked? Frustrating right? In technology ventures, this is not only frustrating, but extremely costly. At Elite, our business thrives by providing well thought out solutions to well thought out problems. We cannot afford to simply take problems presented at face value. There is an investigative component to be carefully followed...

Being in the technology industry for over 20 years, and being asked to either advise on or solve a wide variety of problems, one thing is clear. Unless we put ourselves in the client’s shoes and clearly understand the problem, we cannot begin to understand the gravity of a response or technical solution. Most commonly referred to as “Discovery”, this might seem like common sense or Business 101 to some, but it’s surprising how often this process gets neglected.

The most experienced and renowned technology team is less than worthless if they cannot grasp the real problems and understand the perspectives of those using a particular system or process. When we say less than worthless, if the wrong problem is addressed, then the client will have invested in something that gives limited value and not only is the solution the wrong fit, but there is time, opportunity cost and money wasted in the process, not to mention loss of client confidence in your business.

So how do we understand the problem and the struggles of the audience? These key points have proven valuable over the years:

Do your homework and get to know your client(s)

Understand the vertical and the space your client is in. Learn about the systems they have in place. Find out if there are any compliance and security facets that need to be considered while addressing a problem and later a solution.

Ask Questions/Investigate 

We have all heard it said, “There are no dumb questions”. Many times the most valuable thing you can do is start with asking the client very basic questions and let them do the talking. You never know what information you may uncover or unknown problems that present themselves after talking through the basics. Diving deep into questions and  asking “why” they do things while challenging the reasoning with non-judgmental genuine curiosity has been a very effective tool. Asking “why” is far too undervalued in discovery.

Do not discuss a solution until you have interrogated the problem and the perspectives. Otherwise, you have created more problems. 

Not much further explaining needed here. 

Conduct interviews

Chase down different perspectives and ask everyone from ICs to management to obtain multiple viewpoints.

Track weak signals 

Often times, there is a pattern that surfaces when enough conversations are had that once interrogated enough, can reveal problems that neither the consultant nor the client realized needed addressing. This can be done in a qualitative basis or quantitative by collecting data (metrics,  surveys, etc) and examining data points.

Once the problems are identified and well defined…

Think in terms of the simplest solution

Just because we can, doesn’t mean we should.

Not every solution needs to be complex. If we reframe the ask given the context of what is discovered and actually needed, in many cases, there is a simpler solution staring us in the face. There might even be an off-the-shelf solution that you can recommend that will cover the majority of what someone needs. It doesn’t always have to be a custom solution. It is far better to take less revenue by providing a pre-built solution and go after long term relationships. It builds trust and lets the client know you are looking out for their best interests.

Give options

Clearly present multiple options where possible with varying degrees of complexities and costs including sound recommendations and pros/cons/trade-offs to each.

Be realistic about timelines and effort

We have heard it before, under promise and over deliver. Once the team discusses it and estimates are made, build in uncertainty and even if it hurts to give a realistic timeline, do it! Even if you lose the contract. You’ll save the client and your team frustration down the road. Do what you say you will do and if a timeline will be missed, make sure it is communicated as soon as possible with a course of action ready.

Constant feedback is key

Make sure you are bringing the client along with you and checking in as things are getting done before going too far down a path. Adjustments may have to be made to both scope and timeline along the way as things take shape. Iterate and use an agile approach as much as you can.

These points have proven themselves to be worth their weight over the years. Clients not only pay for experience and execution, but for the efforts along the way to uncover the truth so a solution can be put in place to solve the right problems. The results of an informed answer builds trust, saves time, reduces friction and keeps clients coming back for many years to come.