Expanding Use Cases

Once the first use case is proven, the natural question is what comes next. A healthy expansion moves in stages:

• First 90 daysAn adjacent scenario, for instance from billing enquiries to payment plans
• Next 180 daysA different channel, from voice to digital or the other way round
• On a 365 day horizonA different department or an entirely new family of processes

Expanding in stages means every step is built on the trust the previous one earned. Expanding in one large leap puts the trust the first project won at risk.