(formerly project Agile Tool Belt)

Flexibility or consistency. It’s one of the fundamental questions in how you want to organise and manage the relationship between an Agency and its clients. When Lifely started out, we were praised for our ability to be flexible. To mould ourselves to the needs and capabilities of our clients. As a start-up, this was a great unique selling point. However, as we’ve grown, both time and the matureness of our clients have changed. We are now at the point where we should be upholding our best practices to our clients, not the other way around.

Because in almost all cases, we are nog (much) more experienced in designing and developing the product. So by sticking to our best practices, we’re actually doing our clients a favor. That is why we’re taking a long hard look at our customer journey. Because consistency in our customer journey is key in order to not have a client take over our processes. The goal is to provide a clear structure for every project and combine this with better expectation management for what meetings both the client and our team can expect.

What would success look like for this project?

• Must have: A repeatable project management structure that ensures trust, openness and clarity for both Lifely and its clients.
• Must have: Repeatable meeting formats including trainings on how to prepare and execute on specific meetings.
• Should have: Set expectations of what kind of information or action points should flow between the departments at Lifely and the client.
• Nice to have: An updated version of we’ve dubbed the Coach methodology. Mainly the Burn-rates estimations and the Resource Allocation Plan.

Project flow and status:

• Research phase.
• Improvement phase.
• Implementation phase.