Chapter 02
The findings
Connect each finding to its consequence, then to a concrete check. The starting point for a shared decision.
Workflow map
Illustrative situation
6 steps- 01Arrive at a vague promise
- 02Explore several sections
- 03Look for an example
- 04Hesitate over the service
- 05Complete a long form
- 06Wait without guidance
Handoffs scatter the context. This workflow is fictional.
Proposed workflow
4 steps- 01Recognize the need
- 02Understand the service
- 03View an example
- 04Prepare for a conversation
The target workflow is a proposal to test, not a result already achieved.
Findings register
01Expertise obscures the needHigh priority
In this scenario
The sections reflect the firm's internal structure.
Possible consequence
The visitor has to translate their problem into the team's terminology.
Proposed check
Ask someone to choose a service based on a concrete need.
02Contact without continuityHigh priority
In this scenario
The form does not retain the context of the page visited.
Possible consequence
The first conversation repeats questions already addressed.
Proposed check
Track a test inquiry with its context all the way to the recipient.
03Evidence that is hard to findModerate priority
In this scenario
Examples are separate from the services they explain.
Possible consequence
The visitor leaves the page without understanding the method.
Proposed check
Test whether an example can be found from each service.