Redefining done

Creating agile online customer experiences requires us to redefine what we mean by “done.” In the digital world, done means over, out-of-date, past its best—the customers have moved on. The end of the project is only just the beginning for a digital product or service. We need to move beyond the project framework and think about continuous evolution. We need to engage in continuous cycle of design, test, and learn and offer constant improvements to the digital customer experience so we keep customers engaged, invested, and loyal—the holy grail for any website. This is where agile, coupled with Lean (see below), starts to shine as a viable alternative to the waterfall process for project delivery.


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