From experience, a reliance on verbal communication often causes larger companies to experience difficulties with project management.

Sound familiar? This scenario was similar to one observed with a partner I was working with to investigate their process of researching and documenting new client opportunities.

Beginning with interviews, I investigated experiences with information transfer and good vs. bad communication habits. This data led to the co-design of the Client Information Archive (C.I.A.) package. The aim of the tool was to help the staff transition from a verbal to a written culture of research and documentation. These documents were designed to keep information simple, through summaries, bullets and layers of detail. Information transparency was also built into the package by using visuals that help communicate confidence, opinion and “gut feelings”.

Eventually, once the new habits have been learned, it is planned that these analogue documents will be replaced with digital tools.

“Interviewing staff was key to designing this tool. It not only helped inform the content, but also helped promote investment in the tool’s success and use”.

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