Why do we Need to Go Deep?
When we do an improvement project we typically focus on talking to as many people as possible to get a wide variety of perspectives. We ask about things directly related to the services we provide. This is important, as it is a good way to understand general, high-level problems, trends, and themes in the system.
Talking to fewer people allows us to spend more time engaging with them and really learn what life is like for them. This approach allows us to gather rich and meaningful insights that open up new possibilities for solutions.