Framing the advisory engagement

Review questions

Framing the advisory engagement

Start with a decision question, not a purchase request. State who commissioned the work, which service boundary they control, what was observed, and which explanation remains a hypothesis. Repeat visits and interrupted bookings may concern different people; combining their denominators cannot create a cause. Research successes, struggles and nonstarters, including frontstage and backstage staff. Interviews reveal stated meaning, while records describe actions only within their logging coverage. If they disagree, inspect correction reasons and the actual document-selection task. Collect only what the question needs, with consent, access and retention limits, and refer live linkage or specialist judgments to the responsible owner. The charter should name evidence, a rival hypothesis, the next test and what would reverse advice.

Review questions

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Question 1In the fictional Saru case, 36 of 120 visits were repeats for missing documents and 18 of 80 booking starts were abandoned. Which decision question should precede app procurement? How do we launch the app within a month without changing the rest of the service? Where in the journey do repeats arise, and what test distinguishes instructions from booking difficulty? How do we persuade visitors to use the digital channel only? What proportion of Saru residents truly reject apps?
Question 2In the exercise record, 8 of 40 repeat visits have no classified cause. What belongs in the charter? Allocate the eight equally to the two causes to close the table. Assign them to booking failure because completion is 70%. Keep them unknown and specify how to inspect their records or ask participants. Remove them from the report and label the remainder all repeat visits.
Question 3A service log shows 90 starts and 54 completions, but client events omit older devices. What first research step makes abandonment interpretable? Label all 36 noncompletions user resistance. Compare client events with authorized server records across devices, then observe failure points. Remove old devices from every report so denominators align. Replace interviews with a satisfaction survey of completers only.
Question 4Twelve of fifteen interviewees call instructions clear, but 24 of 80 applications require document correction. What is the strongest advisory conclusion? The interviews prove staff miscoded corrections. Corrections prove every applicant misunderstood the text. The sources cover different groups; check rejection reasons and comprehension before a broad rewrite. Pool 12 and 24 into one proportion for a more accurate result.
Question 5A team wants identity copies and recordings to test a practice message. Which revision has clearer limits? Proceed because service use implies research consent. Test synthetic wording with separate consent and notes without identity, referring live-file linkage to a specialist. Keep images only because images are always less sensitive. Cancel all research and call the message clear on team opinion.
Question 6Some participants request “an app” but confuse submission receipt with final approval. Which need statement is strongest? I need a new app because it is the only solution. I need to know my request arrived and what happens next so I can decide when to follow up. The organization needs fewer employees. I need final approval immediately after pressing submit.
Question 7Fifty-two of eighty digital starts and seventeen of twenty assisted visits complete, but crossover is unknown. Which data use is sound? Declare 69 unique people completed. Call assisted service causally better because its rate is higher. Map two branches with separate denominators and mark crossover unknown for inquiry. Remove assisted service because its group is smaller.
Question 8An interface shows “Booked” before availability checks reject 8 of 50 requests. Which action addresses the direct defect without assuming untested capability? Keep the wording because 42 requests are later accepted. State conditional receipt, test comprehension and check delivery of the availability outcome. Cancel every rejected request without notice because the system recorded rejection. Buy real-time booking immediately because the false promise proves its viability.
Question 9Thirty-six of 120 requests are late: fifteen lack a document, twelve complete files have delayed review, and nine are unknown. What should come first? Redesign the whole form because all delays come from missing documents. Allocate the nine unknown cases across the two causes and choose the larger. Test review timestamps and requirement understanding separately, retaining and investigating unknowns. Close the digital channel because complete files were delayed.
Question 10Twenty of seventy requests repeat: nine for missing documents, seven for inconsistent status and four unknown. Which option set genuinely widens inquiry? One new app in three colors. Document preview, a common status source and a check of decision-to-notice handoff. Change the app logo, message font and icon order. Run a user-blame campaign and drop unknown cases.
Question 11Nine of twelve understand a practice message, but state is late for five of twenty-five requests. Which judgment respects the three lenses? Comprehension proves instant delivery feasibility and viability. Test the state source and operating burden before rollout while treating comprehension as bounded desirability evidence. Five late cases prove people do not want notices. Assign identical scores to the lenses so the option passes.
Question 12In the training case, A=65 and B=70 at access weight 0.5, then A=75 and B=66 at 0.7. What is the recommendation? Buy B immediately because it leads in the first calculation. Buy A immediately because it leads in the second. Acknowledge ranking sensitivity and verify access, time and scoring anchors before investment. Add both totals and declare a fixed tie needing no evidence.
Question 13Call time falls from eight to five minutes while repeats rise from twelve to twenty-three per hundred. What is a sound decision? Roll out the script because speed improved. Stop the whole service because repeats rose. Keep the trial bounded and check resolution and repeat definitions with a clear stop rule. Delete the repeat metric because it conflicts with speed.
Question 14Four of eight interpret “Done” as confirmed reservation before availability is checked. What is the best next test? Launch because half understood the message. Let the researcher explain the distinction during the task to avoid errors. Prototype wording that separates receipt from reservation, test travel choice without hints, then check backend state separately. Change button color without changing the promise.
Question 15In a test of eight, five finish unaided, two need hints and one has a broken prototype link. What is an accurate report? Seven of eight succeeded without friction, so launch. Three of eight failed because of the design itself. Five completed unaided, two needed intervention and the broken-link case cannot judge comprehension; repair and retest. Delete the hint and link cases and report complete success.
Question 16Confusion falls between versions, but the task changes and two of fifteen notices fail. What is the sound judgment? Approve wording and operation because confusion fell. Reject the entire idea because two notices failed. Retest comprehension with comparable tasks and investigate notification delivery separately before expansion. Attribute improvement only to wording and omit send failures.
Question 17In a thirty-request trial, two notices carry stale state, one is late and one never arrives. What expansion decision follows? Expand because twenty-six notices were correct. Shut the entire service at once. Pause expansion until stale promises are corrected and delay and failure detection and recovery are proven, while keeping the trial bounded. Remove the four exceptions from calculation.
Question 18Among one hundred requests, twelve repeat visits concern documents, ten late decisions and six unknown causes; replacement cost is unknown. Which advice is strongest? Buy a system because repeats are numerous. Change wording alone because it is the largest classified cause. Trial clearer requirements, inspect review timestamps and unknown cases before procurement, with owners and a reversal condition. Allocate unknowns to the larger cause for easier choice.
Question 19Completion changes from 56/80 to 75/100 and support returns from 16/80 to 15/100. Which report is accurate? Wording certainly caused a five-point improvement in both metrics. Each shows a descriptive five-percentage-point improvement if definitions match; examine channels and case mix before causal claims. Individual repeats fell because fifteen is less than sixteen. Delete assistance metrics because their logs are incomplete.
Question 20A trial shows one wrong state and the contact definition changes midweek. Which monitoring approach is sound? Expand because most states are correct and contacts rose only slightly. Pause the false promise in the trial, check its consequence and mark the contact-definition change before comparing weeks. Delete the wrong state because it is only one. Declare wording caused more contacts without checking the definition.
Question 21In the integrated case, forty-five noncompletions and forty-five repeat visits have the same count but no person-level link. Which memo is sound? They are the same people because counts match. All repeats arise from the app because forty-five did not complete. Keep denominators separate and test document, status and decision-delay mechanisms before system procurement. Drop six unknown cases and recalculate.