Choose evidence for the decision

01 / Learn

Learn the method

Fictional case

Several patients ask reception whether the kiosk recorded their arrival. The team wants to decide what to improve first.

Start with a decision the team faces. Here the decision is whether to change the kiosk message, the staff queue, or both. Turn that decision into questions: when does the appointment service accept an arrival, when does reception see it, and what do patients understand from the message? Each question points toward a different source of evidence.

System logs can establish request and receipt timing. Queue records can show when a receipt becomes visible to staff. Observation can show how a patient uses the kiosk and seeks help. Interviews can reveal the patient's expectation and the meaning they gave to the message. Support notes can expose recurring situations that deserve closer study.

Every source has a useful boundary. A log records system events; the patient's interpretation comes from observing and speaking with the patient. A small observation study reveals behaviors and possible causes; broader service data helps estimate frequency. Combining sources helps the team check whether one explanation fits the whole task.

Write a compact evidence plan with the question, source, expected signal, and limit for each row. Collect the evidence that would change the decision. This focus keeps research connected to a practical improvement.

02 / See the reasoning

Worked example

The team sees a rise in reception questions after kiosk check-in. A researcher pairs three checks: appointment logs for receipt timing, queue records for staff visibility, and short task observations for patient interpretation. The logs show receipts within three seconds and queue updates up to 90 seconds later. Observation then reveals whether the Done message leads patients to expect an immediate staff display.

03 / Decide

Guided decision

The team needs to decide whether the first change belongs in kiosk status copy or the staff queue. Which evidence plan gives them the clearest comparison?

04 / Build the case

Your case file

Fictional case update

The clinic also records patients who begin check-in and later complete it with reception staff.

Choose one question about this channel switch and pair it with two evidence sources. State what each source can establish and what you would examine next.

Create: A question-to-evidence matrix with source, expected signal, limitation, and decision consequence.

05 / Keep working

Related patterns

Apply this skill: UX critique and problem statement →