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How do you involve stakeholders and customers in project lessons learned?

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Project lessons learned are a valuable way to capture and share the insights and feedback from your project team, stakeholders, and customers. They can help you improve your project management skills, processes, and outcomes, as well as foster a culture of learning and collaboration. But how do you involve stakeholders and customers in project lessons learned? Here are some tips to help you plan, conduct, and follow up on your project lessons learned sessions.

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1 Define your objectives and scope

Before you invite stakeholders and customers to participate in project lessons learned, you need to have a clear idea of what you want to achieve and what you want to cover. Your objectives should align with the project goals, the project management methodology, and the organizational strategy. Your scope should define the specific aspects of the project that you want to review, such as the scope, schedule, budget, quality, risks, issues, communication, or customer satisfaction. Having a well-defined objective and scope will help you select the right participants, prepare the right questions, and focus the discussion.

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Maria W.

Data & Analytics | Enterprise Delivery Management | Data Governance | Professor | AI For Good
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Be honest and transparent about the successes and failures of the project. This helps to build trust with stakeholders and demonstrates that the team is committed to continuous improvement. Focus on actionable items and specific recommendations for improvement. This helps to ensure that the insights gained are translated into tangible improvements in future projects.

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2 Choose your participants and methods

Depending on your objective and scope, you may want to involve different groups of stakeholders and customers in project lessons learned. For example, you may want to have separate sessions with the project team, the project sponsor, the key stakeholders, and the end-users or customers. You may also want to use different methods to collect their feedback, such as surveys, interviews, focus groups, workshops, or online platforms. The methods you choose should suit the size, complexity, and culture of your project and organization. You should also consider the availability, preferences, and expectations of your participants.

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Dino Herbert

Architect, ALA, MBA, LEED AP
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The timing of having a lessons-learned session is also important. In my experience, this type of session is typically held at the end of the project which can be several years after the project first began. Unless the entire project team has been taking copious notes throughout, it is likely that many opportunities for learning will be forgotten. A lessons-learned session should not be "painful" and onerous. It should become a regular part of the project cycle - perhaps at major milestones or even an agenda item on regularly scheduled meetings. The team members should constantly be asking themselves, "Is there anything we can do to improve our current process?"

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3 Prepare and facilitate the session

Once you have decided who to involve and how to involve them, you need to prepare and facilitate the project lessons learned session. You should communicate the objective, scope, agenda, and ground rules of the session to your participants in advance. You should also prepare the questions or prompts that will guide the discussion and elicit the feedback. During the session, you should create a safe and constructive environment where participants can share their honest opinions, experiences, and suggestions. You should also encourage participation, listen actively, summarize key points, and document the outcomes.

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Todd Marshall

Scaled Agile Coach at Deloitte
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Preparation and facilitation for lessons learned should not be minimized. This is an event and requires attention to detail. The best lessons learned follow a model that skews toward recognizing achievements and defining a plan for improvements. We've used Agile retrospectives in most cases to keep the focus on positive interactions and to help with facilitation and structure. This also brings in some fun ways to talk about what isn't going so well and how to improve. At the end of the day, if you want that engagement spend time to prepare a fun event that gets to "what did we learn."

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4 Analyze and report the findings

After the session, you need to analyze and report the findings from your project lessons learned. You should review the feedback from your participants and identify the common themes, patterns, and gaps. You should also categorize the findings into strengths, weaknesses, opportunities, and threats (SWOT) or positive, negative, and potential (PNP) lessons. You should then prioritize the findings based on their impact, urgency, and feasibility. Finally, you should prepare a report that summarizes the findings, recommendations, and action items for your project and organization.

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5 Implement and monitor the actions

The last step of involving stakeholders and customers in project lessons learned is to implement and monitor the actions that result from the findings. You should assign roles and responsibilities for each action item and set a timeline and a budget for completion. You should also communicate the actions to your participants and other relevant parties and seek their support and commitment. You should then track the progress and outcomes of the actions and report on them regularly. You should also evaluate the effectiveness and benefits of the actions and the project lessons learned process.

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How do you involve stakeholders and customers in project lessons learned?

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3

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5

1 Define your objectives and scope

2 Choose your participants and methods

3 Prepare and facilitate the session

4 Analyze and report the findings

5 Implement and monitor the actions

Project Management

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How do you involve stakeholders and customers in project lessons learned?

1

2

3

4

5

1 Define your objectives and scope

2 Choose your participants and methods

3 Prepare and facilitate the session

4 Analyze and report the findings

5 Implement and monitor the actions

Project Management

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