Case / Question discovery
The workaround broke. The data showed the gap. Frontline staff knew why.
I was building a lifecycle segmentation model when an anomaly caught my eye: a cohort returning shortly after purchase to buy specific components. A Sense-Making-informed conversation with floor staff surfaced the cause: the designed system had never supported the informal compatibility workflow they depended on.
Most interesting findings in analytics arrive while you are doing something else. The role of instrumentation is to make the gap visible enough that the question becomes worth asking.
The client subsequently shipped a compatibility configurator. It is now central to the business, with a second iteration planned for 2026.
Read the case- BuildingLifecycle segmentation model
- NoticedSmall returning-cohort pattern
- ConversationShop-floor staff / SMM neutral protocol
- Root cause foundShadow IT compatibility tool, broken
- Client shippedCompatibility configurator
The chart you usually want here does not exist: the engagement is under NDA and the transaction series is confidential. Shown instead: the actual sequence of beats. The proof is the product that shipped.