Assignment
Ask a peer to act as a support lead. Prepare five synthetic tickets: ordinary, ambiguous, missing data, permission restricted, and an exception to policy.
Build sequence
- Observe the peer handling two tickets and record each step and delay.
- Interview a user, operator, and decision-maker role with distinct questions.
- Create a current-state workflow and an assumption register.
- Write a one-page problem statement with excluded tasks.
Acceptance checks
- The proposed intervention addresses an observed bottleneck.
- Measurements and estimates are clearly separated.
- Each unresolved assumption has an owner and a concrete validation action.
Evidence to keep
Submit the working artifact or decision document described above, the inputs used, and the observed results for every acceptance check. Include one failed attempt and the change you made after investigating it. Label fixture-based outcomes separately from live-system measurements. These artifacts become part of your final portfolio review.