Clinic case file · Understand experience quality
Follow the person's whole task
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
Receptionists use a queue that refreshes roughly every 90 seconds. Mira may ask them about her status while the queue catches up.
Evidence and constraints
- Fictional service detail: the appointment service issues a receipt after accepting an arrival request.
- Fictional service detail: the reception queue can display that receipt up to 90 seconds later.
- Fictional access detail: reception staff can look up an appointment code directly.
Extend the task map through the staff queue and Mira's next step. Mark the source of each status and one place where she may seek help.
Produce: A one-page task map showing Mira, the kiosk, the service receipt, the staff queue, and the waiting instruction.
02 / Make and review
Your artifact
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03 / Self-review
Check your judgment
Specific standard: The map starts with Mira's goal, follows the information through each handoff, and ends with a clear next step for her.
- The person and goal appear at the start.
- Each status has a named source.
- The map includes a help route and a successful end point.
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.