Delivery gap

#12 - Jun.2021

In the service design and business strategy world, there is a concept called Delivery Gap. A simple way of understanding this concept is: how a company perceives its value proposition versus how customers actually do. The bigger the gap, the less loyal customers.

I think this concept can be a proxy for a larger mental model. In essence, value propositions are promises. Promises of offering an experience; promises of simplifying a problem; promises of getting something done.

As professionals, we do promises all the time. You engage with stakeholders, peers, and managers setting expectations over a value proposition you created (managing a project, delivering a task, reaching a goal). You are conscious of the size of your promises and failing to commit to them increases the delivery gap. The result: lack of trust, frustration, and stress...

Try to close this gap. Clearly understand the key needs of your customers; make clear and transparent promises; look for feedback loops for constant alignment.