Blind spots are all over the place. We can’t see them, obviously, but they’re there. Whenever you can, ask someone from the outside to validate your process (whatever that process is) without having prior knowledge of said process.
My reminder this morning came when trying to check in to our Delta flight thru its partner here in Amsterdam, KLM. In multiple instances, we were corrected by a human being because we had done the wrong thing or turned the wrong way. In our defense, there were no signs indicating our transgression or providing the “correct way”. I guess the process assumed we’d proceed in x direction, because why wouldn’t we? And yet, we didn’t. Because we’re humans and we don’t behave according to expectations.
Just a friendly reminder from someone who is going to put some fresh eyes on his own process once we return home.
