Agile Experience Design: A Digital Designer’s Guide to Agile, Lean, and Continuous

Don’t shoot the messenger

So what went wrong? From the business point of view, IT went wrong. Everyone knows that IT is notoriously bad at delivering on brief, on time, and on budget. That might have been the case once, but the thing about IT is that it’s full of analytical brains, folks who spend their time trying to make the impossible possible. When something doesn’t work, IT types try to figure out why it’s not working and come up with a solution.

IT was fed up with being the scapegoat. They wanted to figure out what was broken in the delivery process, why it was broken, and how to fix it. Having looked at the process from start to finish, they recognised that the problem lay in the way the software was developed. However, root cause analysis ...