6. Frequently asked questions

Can I involve people from outside the company?

Yes, it's possible, it's even very fruitful to have outsiders on board, because of their different perspective; just make sure that confidentiality is maintained (this can go as far as having them sign confidentiality agreements).

Can we involve customers?

We must distinguish between "internal customers" and "external customers":

• The "internal client": this is the person requesting the session; be careful, he may not be neutral enough; this is a good thing to motivate him, but you'll need to be very clear with him about his attitude, which can hamper creativity.

• The "external customer": if it's an "industrial" customer ("Business to Business"), it's perfectly possible, as long as you're...