Frame a Human-Centred Service Challenge

The first subject begins with a familiar situation: a team wants a new app because some visitors returned with missing documents. Separate a person's need from a symptom, an assumption from a solution, and mark the journey and team authority boundaries. Then plan responsible discovery that includes completers and non-completers across channels, and write interview prompts that do not plant a cause. Organize observations in a matrix that distinguishes what happened from what was inferred, testing a competing explanation before framing a problem. Fictional registration and appointment cases require explicit denominators and worked decisions. A changed fact can redirect the intervention without pretending that a small set of interviews represents everyone.

Read the whole first subject without an account: its lessons, summary and review questions.