Clear Ground — Book Dashboard

SESSION TYPE: W — Writing · 35 min TARGET: Ch. 2.2 Act 2 — The Percent People Problem — 200–300 words raw BEFORE YOU WRITE — 2 quick decisions (2 min) 1. Leanne’s exact words — which version closes Act 1? a) “The thought I had getting in to this session is totally different from what I have now going out of it.” b) “My idea of what we need to do has shifted dramatically from what I thought before.” Pick one. Write it at the top of your file. 2. The young man — composite or specific person? Composite = Vera writes him as type. Specific = Vera writes him as encounter. Write your answer. Vera can then pass Act 1 after this session. WHAT ACT 2 IS Not a case study — a pattern. The gap between organisations that receive information about their customers and organisations that experience them. You have seen this dozens of times. Write it as discovery, not theory. THE MECHANISM (write as prose, not diagram) • Abstracted insight → analytical mind → acknowledgment → brief unchanged • Direct experience → something else → a before and an after ONE COUNTER-STORY A room where someone nodded at research and produced the same brief they came in with. No client name needed. 2–3 sentences. WHERE ACT 2 IS GOING “The problem is not that organisations do not care about their customers. The problem is that they have designed their systems to receive information about customers rather than experience of them.” → Don’t arrive there today. Know that’s the destination. SESSION STRUCTURE 0–3 min: Answer the two decisions above 3–33 min: Write Act 2 raw — open the pattern 33–35 min: Read back aloud — mark any sentence where you explain instead of remember