ellipses

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Decision Making and Waste

I read the following statement following a user feedback review for a service. It was the simple suggestion to keep search text in a box between searches. It doesn’t currently, and feedback suggests that it should.

“Action: [analyst] to confirm with [change team] that this change in behaviour would be an easy one to make and to ensure that the change has no other implications. If this is confirmed, [analyst] will ask [the marketing team] to consult with [user group] to get their user opinions on the change before we make a final decision [on making the change or not]”

Here’s a diagram of the individuals and interactions involved in only the decision making part of the change.

Individuals and interactions

Spot the waste.

Solution

  1. Make the change (it’s obviously simple)
  2. Make the behaviour optional for the user (and globally configurable)
  3. Monitor feedback