Review questions

Review questions

Test your understanding with these questions. Marking and saved results are available with a free account.

1. Question 1A scheduling team drew a new booking screen and tested comprehension with five employees. Customers have not seen it and the center has not used it. What description do the facts support now?

   A prototype in development that still needs an availability and use test A completed service innovation because five employees understood the screen A completed process innovation because drawing it changed operating instructions A proven improvement in customer experience because the design is new
2. Question 2One week has 90 calendar opens and 54 submitted room requests. The log does not separate unique people from repeat opens. What is defensible?

   The counts prove the availability phrase is confusing Person-to-person conversion cannot be calculated until event definitions are known Exactly 60% of people proceeded to submit The calendar caused the library to lose 36 customers
3. Question 3A specialist wants to learn why a booking was abandoned after 'provisionally available' appeared. Which interview prompt is least leading?

   What did the phrase mean to you, and what did you do next? Did you leave because the phrase was confusing? Don't you think the phrase needs simpler wording? Would you prefer our proposed replacement text?
4. Question 4A team has 64 completed membership applications among 80 starters, and some visitors did not understand a document condition. Which brief supports an initial test without changing eligibility?

   Launch a new page because 20% of visitors hate the form Raise acceptance to 80% by removing the document condition Announce that 64 members have already been accepted Test understanding of the condition among starters, measuring valid completion and guarding against ineligible applications

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