Given by Jon Dickinson (Partner at Equal Experts) at Agile Yorkshire Feb 2016. In this talk Jon presents a case study where Equal Experts were engaged with a large finance client to deliver new versions of their payment service while improving their delivery practices and supporting an 'agile transformation'. There were many attempts to introduce new working practices, tools and techniques. One change in particular was orders of magnitude more effective than any other and proved the catalyst for embedding most of the change that had failed to stick before.