Independent capstone · Practice professionally
Capstone: improve a complete service
Use the supplied case evidence to make one artifact. Review it against the criteria and identify the evidence that could change your decision.
01 / Case evidence
The situation
Fictional scenario
The independent case dossier includes a changed room assignment, a member who uses staff help, and an evening arrival after the desk closes.
Evidence and constraints
- Fictional observation: in six moderated sessions, two members visited the help desk after receiving an online booking message because they expected a staff handoff.
- Fictional observation: one member arrived after the desk closed and used the lobby kiosk to confirm Room B.
- Fictional system fact: the booking service issues a receipt when it accepts a reservation; its receipt includes room, date, and time.
- Fictional operations fact: the staff ledger refreshes from the booking service every three minutes; staff can query a booking receipt directly during open hours.
- Fictional service fact: room readiness is recorded by a separate facilities process and can change after a reservation receipt.
- Fictional access fact: the lobby kiosk has large text and keyboard controls; the team has scheduled a screen-reader study for the online route.
- Fictional channel fact: phone messages send after the booking service issues a receipt; members can choose a staff phone call during desk hours.
- Fictional delivery constraint: the next release can change message copy and the staff lookup script; ledger timing and facilities integration require later work.
Create a compact case dossier: task map, evidence ledger, problem statement, two alternatives, state sequence, one test task, and a decision record. Give the evening arrival a usable recovery route and name the owner of each service handoff.
Produce: A reviewable service decision dossier with map, evidence, problem, alternatives, states, test, and owner-led follow-up.
02 / Make and review
Your artifact
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03 / Self-review
Check your judgment
Specific standard: The proposal connects supplied evidence to a coherent member journey, accurate status, accessible help, and a testable decision.
- Observations and system facts support each major claim.
- The map shows booking receipt, ledger update, and room readiness as distinct events.
- Two credible alternatives address status and the evening help route.
- The test task can reveal member understanding of reservation and readiness.
- The decision record names owners, assumptions, and a revision trigger.
Next step
Use your review to guide a revision. Compare your artifact with the specific standard above, inspect the worked example and guided feedback, then test your assumptions in the actual setting.
Use the evidence you named in your revision note to decide whether to keep, change, or discard your approach.