“Learning to Listen”
A Nested WorkFLOW Story:
As it often does, it started as a simple question: “How do we get the teams to see the value in these strategic goals?” For years, we at L-EAF.org had encouraged educators, non-profits, and small businesses to capture their objectives on a Nested WorkFLOW board use i simple framework.
Our basic structure included:
Vision – A vivid “look back from the future” describing successful outcomes.
Purpose Statements – A short summary of who benefits, what is done, and why it matters.
OKRs – Outcomes (subjective) and Key Results (objective), the measures that indicate progress in a strategic direction.
This method proved helpful to many. Allowing leadership to hand off the Purpose to teams with greater ease and faster alignment.
Then came an insightful coaching session with a team of Product Management student interns working in the Lean Education Agile Foundry Laboratory raised one honest, pivotal question: “We see the vision and the key results that our stakeholder want to create, but sometimes it’s not obvious to the delivery teams when they read the card—it is hard to convey the “why do these goals matter to people beyond our own group?” And how do we know if it’s really helping them the way we assume?”
Why “Voice of the Customer” Became Essential
Digging into that question, it became clear that “Vision + Purpose + OKRs” wasn’t painting a complete picture for the teams. They wanted real voices represented—actual feedback from users or “customers.”
We realized that our original approach, while lean, was missing something. Yes, we identified who needed help, what problem was being solved, and why it is important, but we rarely showcased the authentic perspectives of the people being served and that, according to to the team, is what was preventing the Purpose from flowing from the PMO.
This feedback sparked a shift in our mindset and forced us to question our approach: so we revised the Nested WorkFLOW structure to include both a Value Statement (a vivid description of future impact) and Voice of the Customer (direct quotes or paraphrased user perspectives). Our updated four-part structure became:
Value Statement
Purpose Statement
Voice of the Customer
OKRs
A Real-World Test: A Coalition of Schools
A few months later, a nationwide coalition of schools approached the L-EAF Lab. They wanted help organizing their strategic objectives around grant writing, alumni data management, and student recruitment. Previously, the team might have jumped straight into “Purpose” and “OKRs.” This time, they started by integrating the coalition’s own words—their struggles, their hope for solutions—onto the Strategic Objective card.
Value Statement
“Looking back, this partnership transformed how these schools operate, grow, and engage their communities. By leveraging student-driven solutions in grant writing, data management, recruitment, and marketing, they unlocked new funding opportunities, streamlined operations, and strengthened their presence nationwide—without overburdening staff.”Purpose Statement
“For schools struggling to manage alumni data, write grants, and improve recruitment—given limited resources—we built a student-powered solutions lab that provides structured support in data tracking, funding research, and process optimization. This allows the schools to expand their impact, run more efficiently, and maintain a focus on delivering high-quality education.”Voice of the Customer
“We have limited capacity to manage alumni data, write grants, and improve recruitment. This partnership gave us practical, actionable solutions—plus the tools and guidance to scale effectively while staying true to our core mission.”Sample OKRs
Outcome 1: Strengthen Grant-Writing & Fundraising Capabilities
Identify and submit at least 10 well-researched grant opportunities within 12 months, led by Lab teams.
Increase total grant funding by 20% through more targeted applications and refined case-for-support documentation.
From Abstract Goals to Tangible Human Impact
For the students in the Lab’s incubator programs, incorporating the actual words of school leaders and educators made the work more exciting and meaningful. Suddenly, each objective was anchored in a real story. Each weekly refinement session came back to the “Voice of the Customer” top of mind for the team as they continued to layer in details, reminding everyone that they weren’t just improving a process—they were helping real schools that could now focus less on administrative overhead and more on their students.
Reflecting L-EAF.org’s Core Principles
This evolution in Nested WorkFLOW captures the heart of the L-EAF.org’s values:
Transparency – We visually map strategic work so everyone can see how goals connect to real needs and share our experiences so others can see what is possible for themselves.
User Feedback – Students, educators, or administrators—all are invited to engage, question, experiment, and shape the process.
Small Improvements Over Time – Each cycle (Meso, Macro, Micro) we try small experiments to get better.
Our approach borrows from many lean-agile practices—working in cycles of repeatable practices, gathering feedback, and refining and delivering continuously. But more importantly, it’s fueled by the willingness to listen deeply to the people we aim to serve and to improve the experience for the user.
The Ongoing Journey
L-EAF.org continues to hold monthly retrospectives with students, educators, and organizational leaders, always asking: “What can we do better?” Revisions and small tweaks are the norm. Indeed, our entire pivot to include direct ‘Voice of the Customer’ statements came from one student’s simple remark. That’s the power of a #UserFeedback culture—where no single method is ever truly “final,” and every improvement is a step toward greater clarity and impact.
Envisioning Your Own Story
Ask yourself, “How do we show people the deeper meaning behind our strategy?” Consider weaving real stakeholder voices into your planning. Whether you’re a principal, an executive director, or a student looking to make a difference, this approach can help ground your work in authentic human needs—and reveal a path to genuine transformation.
At L-EAF.org, that transformation is what keeps us moving. We believe adaptability isn’t just a buzzword; it’s a mindset of listening, experimenting, and continuously improving. Hopefully, our story shows that powerful changes often begin with a single question: “Who does this matter to, and how do we know?”
Ready to learn more?
Explore our work at L-EAF.org to see how #NestedWorkFLOW might help your team.
Ask about our student-powered solutions if you need fresh eyes on challenges like data management or marketing.
Or simply reach out to discuss your biggest strategic questions—and how agile thinking, powered by real human feedback, can open new possibilities.