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Safe environment

A working environment when people feel free to express ideas, try new ways of working and work without worrying about failure or negative criticism.


An agile framework for developing, delivering, and improving products or services. It promotes working in short work cycles and using regular feedback to improve products using evidence.

Scrum includes a set of meetings, tools, and roles that help teams to structure and manage their work.

Scrum master

The scrum master is the owner and driver of the Scrum process, helping teams to adopt scrum values, make changes quickly and perform in the best way that they can.

The scrum master is a facilitator and coach. They encourage continuous improvement and remove barriers for the team.

Service design

An approach that puts the user at the centre of a product or service and focuses on meeting user needs.

It is based on design thinking which includes teams working together to:

  • understanding the problem
  • create a number of possible solutions
  • use research to inform decision making
  • keep making small iterative improvements to products and services

Service mapping

Service maps show a user journey for your product or service step-by-step. Teams work out all the user’s interactions with the service including the parts that a user can and cannot see.

Teams can use service maps to help visualise an existing service and help to identify improvements. They can also use them to map out how the service could be better in future.

Show and tell

An opportunity to share your team’s progress with a wider audience. Show and tells usually have a regular slot each week, fortnight or month.

Show and tell content includes the things you've been working like live demos of the product, working prototypes or research findings. It’s also an opportunity to show what didn’t work so you can share the learning with other teams.


A demonstration of what the team has been working on to key stakeholders.


A short, time-boxed period when a team works towards a key outcome. Sprints usually last one or 2 weeks.


Anyone with an interest in the product who is not part of the team. These are the people who help the team fund, develop, release, support and promote the product.

Success criteria

Things that that a product do before the user, customer, or group of stakeholders accept it. Success Criteria make sure that the work meets the user and the business needs.

Stand up

Short team meetings that last between 5 – 15 minutes at the start of the day.

Everyone in the team has an opportunity to say what they’re working on, share problems and ask for help. They should happen at a time that suits the team. If people are working remotely, they can join the meeting by video call.


Storyboards sketch the stages of a user journey. It helps teams to visualise how their users might interact with the product or service.


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