What people experience is not always what systems measure.

• 01

  Organisations are often optimised around their own processes.

• 02

  Conventional surveys ask questions defined by institutions.

• 03

  Complaints capture failures but often miss unmet aspirations.

• 04

  People may experience the same barrier without knowing others do too.

• 05

  Institutional data frequently measures outputs rather than lived outcomes.

• 06

  Responsibility may be fragmented across many parties.

• 07

  Leaders may lack trustworthy evidence about what is not working.

Make It Better seeks to create a more human starting point: what matters, what prevents progress and whether the response helped.