The Westpac team found that it took it a while to get the vision maps right. Team members had to create a compelling story (and thus generate excitement and alignment) but avoid being too detailed. They didn’t want to lock in too soon on features that might not work. In other words, they wanted to preserve each team’s freedom of action—the team’s ability to own, or at least participate in, creating the right solution. Ian Muir, head of customer experience, told us, “The key is finding the right balance when you’re telling the story of the future and you don’t have all the information you
...more
