Cross-functional checklist

A list I go through before kickoff - whilst I won't need most teams on most projects, that should be decided deliberately.

Engineering

  • Does this rely on another team's system, API or roadmap?
  • Has another team built something similar we can reuse or learn from?
  • Could another team build part of this faster than we can?
  • If something goes wrong after launch, how do we switch it off?

Analytics

  • What would we need to know to decide whether to do this, and do we have that data?
  • How will we know it's worked: what's the metric, and is it tracked today?
  • Will operations, CRM or Compliance need a customer list or segment from us?
  • Do we need a dashboard or alert to watch it after launch?

Design / UX content

  • Are we adding or changing anything the customers see: screens, email, notifications, error messages?
  • Does any customer facing wording change?

Compliance

  • Does this change what we offer, who we offer it to, or how?
  • Which countries or licences does this touch, and are any treated differently?
  • Does a regulator need to approve this or be told about it?
  • Does this need sign-off from an internal risk forum?
  • Do our customer terms or product disclosures need to change?
  • Are we making a new promise or claim to customers, in the product or in marketing?
  • Are we entering a new agreement, or changing an existing one?

Privacy

  • Are we collecting data we don't collect today?
  • Are we using existing data for a new purpose, or sharing it with someone new?
  • Do we need a Legitimate Interest Assessment or a DPIA?

Financial crime

  • Could someone misuse this or move money they shouldn't, through fraud, money laundering or sanctions evasion?
  • Does this change who we check, or when we check them?
  • Are we opening a new route for money into or out of Wise?

Banking

  • Are we relying on a partner bank or provider to do something new or different?
  • Does a contract need to be signed or amended, and who owns that relationship?
  • Does a partner need to be told before launch?

Finance

  • Does this change how we earn revenue, charge fees or incur costs?
  • Does it change how anything is reported or reconciled?
  • Are there tax implications?

Treasury and Safeguarding

  • Will we need to hold, pre-fund or move money in a currency or route we don't use today?
  • Could this change volumes enough to affect how we fund accounts?
  • Does this change where customer money is held, or how it moves?
  • Does it create a new kind of customer balance?

Pricing

  • Does this change what customers pay, the rate they get, or when they're charged?
  • Do we need to show the price differently?

Wise Platform

  • Does this affect partners who use Wise Platform? Should it be offered to them?
  • Do partners need notice before launch?

Customer Support

  • Will customers contact us about this, and roughly how many more contacts should we expect?
  • What do agents need to know to answer them: a briefing, FAQs?
  • Do help centre articles need writing or updating?

KYC Operations

  • Does this change what we check, or add checks for the team to do?
  • Are procedures and Knowledge Management wikis updated so agents know what to do?
  • Do agents need training before launch?
  • Does the team have capacity for the extra volume?

CRM

  • Which customers need to be told, and when: before, at or after launch?
  • Is this a service message customers must get, or marketing that depends on their consent?

PR

  • Could this get press or social media attention, good or bad?
  • Is a short Q&A ready for the likely questions?
  • Do internal teams need to hear about this before customers do?