It seems like a stupid question. Of course we want our organization, our work and our health to improve.
But often, we don't.
Better means change and change means risk and risk means fear.
So the organization is filled with people who have been punished when they try to make things better, because the boss is afraid.
And so the patient gets the prescription but doesn't actually take all the meds.
And the bureaucrat feigns helplessness because it's easier to shrug than it is to care.
There are countless ways to listen, to engage with users, to learn and to improve, but before you or your organization waste time on any of them, first the question must be answered, "do we want to get better?"
Really? We can tell.