Research readout
What 40 customers told us
Interviews with operations leads, August to September.
Who we talked to
40interviews, 45 minutes each
11industries
65%at companies under 200 people
Sample study for illustration
Handoffs came up more than anything
Sample study · number of interviews mentioning each theme
Every handoff is a place where the work quietly stops.Participant 12, operations lead
Most still track handoffs by hand
Sample study · main way each team tracks handoffs
What we recommend
Three bets for next quarter
- Make every handoff an explicit, visible step
- Send status updates automatically, not by request
- Start with teams under 200 people
Next: test the handoff idea
Prototype in two weeks, five teams in the pilot.