Framework in practice
Growth Diamond Model applied to an operational challenge
Facilitated Define and Ideate phases for a sticky internal process problem - structured cross-functional sessions over two meetings.
Internal operations team · Operations · 2 sessions · Define · Ideate · 29 May 2026
“We had tried tools and headcount before. Agreeing on the handoff problem as one problem changed how we talked to each other.”
- 12 cross-functional participants
- 2 facilitated sessions
- 2 pilot initiatives scoped
Challenge
An internal team faced a recurring process breakdown: handoffs between groups caused delays, rework, and blame. Previous improvement efforts focused on tools and headcount without agreeing on the underlying problem. Leadership asked for a structured facilitation approach.
Approach
Two facilitated sessions using Define and Ideate from the Growth Diamond Model:
- Session 1 - Define: Map the current process, collect pain points from each function, categorize problems, and draft a problem statement focused on handoff failure - not individual teams
- Session 2 - Ideate: Brainstorm process and policy changes, evaluate proposals against effort and impact, outline a business case for the top two options
Participants included representatives from each affected function. Empathize work had already happened informally; we formalized it into pain point clusters before converging.
Outcome
The team selected two initiatives for a pilot: a clearer ownership model at handoff points and a lightweight status ritual replacing ad-hoc escalations. A follow-on Develop phase was scoped but owned internally.
Pilot metrics were defined upfront: handoff cycle time and rework rate at two critical junctions. This engagement is presented as a composite illustration of how EDIDI applies outside product teams - processes and operations benefit from the same diverge/converge discipline.
Artifacts produced
- Process pain point map
- Prioritized problem statement
- Short business case for pilot initiatives