Chapter 6. Visibility and Transparency

When we talk about visibility and transparency, we do not mean reporting and governing, although these can be drawn from it. We are talking about the use of physical visual cues and big visible charts that bind teams together around a common cause. We call them information radiators.

Imagine that you have the outcome defined in terms of customer value; the work is cascaded, teams are formed, and success measures are defined. Everyone is humming along to get work done, and a proper lightweight governance model is in place to facilitate the test-and-learn cycle. Now more than ever, at this pace, constant communication and information sharing are critical to keeping the leaders and teams aligned and focused, both in terms of the transformation you are going through and the outcomes you want to achieve for customers.

Of course, in the digital world, everything can be displayed on computer screens with spreadsheets, reporting tools, and all the charts and diagrams coming along with them. However, PowerPoint presentations and digital diagrams don’t have the impact of physical environments when it comes to changing people’s behavior. Visual cues have strong roots in empirical psychology research and in practical case studies and are frequently used in UX design to focus people’s attention on what matters. There is no right or wrong way to create them; whatever gives you the insight you need is the way to go, so it means getting creative and using ...

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