That depends on what the testing reveals. Research and usability testing can show where people struggle, but the cause might sit in the interface, the content, the service process or the assumptions behind the prototype. Annex’s approach brings service design, experience design and technical delivery together, with iterative design, testing and improvement. The team can use the evidence to consider what needs to change; the right response depends on the findings and the project’s constraints.
Public Q&A
If testing shows people are confused, how do you decide whether to change the design or the underlying service?
Useful next steps
Use this answer as a practical starting point. Current scope, specifications, compatibility, availability, pricing, timing and next steps should be confirmed directly with Annex where they affect a decision.
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