Shared capacity only works with clear roles, data boundaries, exceptions and support. Design collaboration around real handoffs, not product features.
Start with the current working day
Walk through intake, preparation, publication, change and closure with planners and field workers. Record tools, duplicate entry, informal checks and moments people call each other. Design the new way including what disappears; adding software on top of spreadsheets and chat increases workload.
Train with scenarios and decisions
Have each role perform its own tasks with recognisable data. Practise a normal route as well as sickness, wrong address, urgent demand and synchronisation failure. Discuss what the system proposes, what information is missing and who decides. The team learns to act rather than memorise screens.
Organise the first weeks
Provide a visible contact for each shift, a short daily check-in and a backlog for errors and improvements. Separate incidents that need solving today from product wishes. Share decisions and actively close temporary workarounds or they become the new undocumented standard.
