You’ve heard the stats. A staggering 80% of customer-led tech projects fail to deliver real value. It’s a number that should make any leader pause. We see it all the time, organisations spend millions on new platforms, apps, and portals, only to find they’ve built something that customers don’t want, which I think happens less these days, but it's more the case that it’s tech your staff can’t use.
 

Why does this keep happening? Because we’re asking the wrong first question. We jump straight to "What should we build?" instead of "What should we solve, and for whom?"
 

Focusing on the technology first isn’t always a problem, but it's not the best place to start. Before you even think about vendors or features, the real work begins. It’s not about code; it’s about clarity of need and capability to deliver on it. 
 

For one of Australia’s largest charities, the goal wasn't just to "go online." It was to understand how an e-commerce store could function as a new ‘branch’ in their retail network. That meant talking to everyone: 38 customers, 26 staff across finance, retail, and ICT, and even the tech vendors. The solution wasn't a shopping cart; it was a completely mapped-out business process, from warehouse to checkout.
 

This isn’t a theoretical exercise. When a major health insurer wanted to improve its digital experience, the first step wasn't a design sprint. It was a series of candid workshops with leadership to forge a single, shared vision. They had to agree on what a "good" experience even meant for their regional members before they could build it. They created their strategy first, then the roadmap to deliver it.
 

These leaders understand that the most complex variable in any project isn't the technology - it's the people. Your strategy thrives on how well you understand your customers and align your internal teams.
 

Now, this doesn't mean you need an exhaustive eight-week investigation for every decision. But think about how you currently make choices. How much evidence do you have? How aligned is your team? We all take advice and data to a point. I’m simply reminding you that the most critical work happens before the project officially starts. The more time you spend understanding the landscape, the more likely you are to build something that truly delivers an impact.
 

If you’re interested in ensuring that your next technology investment pays off, contact us. Let's discuss what real readiness looks like.