Launch week is too late to start teaching
If the first walkthrough happens after go-live, the product already has an owner: us. That is the wrong owner. The people who will live in the screens need the keys, the path, and a chance to fail while we are still in the room.
We treat handover as a step in the build — not a courtesy call after the invoice. Access, a short runbook, and a session on their own data.
Teach the job, not the menu
Showing where a button lives fails the first time the layout moves. We walk the work: enrol a cohort, close a till, find a late truck. If they can do the job, they can survive a visual change.
The runbook is a page, not a novel. Who can log in. What to do when something looks wrong. Who to call. Everything else is a conversation we should have already had.
Stay for the first real week
After-sales is not a ticket queue that nobody owns. We schedule the first week: a named person, a time to review, and small fixes before they turn into folklore.
A product is handed over when the team can run Monday without us. Until then, we are still building.
