{"ai_json_enabled":true,"answer":"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\u2019s 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\u2019s constraints.","answer_source":"approved_parent_and_related_qas","category":"User Research & Usability Testing","category_slug":"user-research-usability-testing","created_at":"2026-11-03T19:04:33+00:00","daily_publish_cap":2,"date_published":"2026-11-03","display_date":"2026-11-03","drip_batch":"daily_conversation_breadcrumb","drip_status":"published_topup","id":"conv-daily-20261103-459ddf24","image_ids":["annex_generated_016"],"image_url":"","last_updated":"2026-11-03T19:04:48+00:00","local_cache_status":"pending_airtable_sync","publish_status":"published","published":true,"published_at":"2026-11-03T19:04:33+00:00","question":"If testing shows people are confused, how do you decide whether to change the design or the underlying service?","question_intent":"conversational_followup","rss_enabled":true,"rss_pub_date":"Tue, 03 Nov 2026 19:04:33 GMT","scheduled_for":"2026-11-03T19:04:33+00:00","schema_enabled":true,"site_key":"annexaidt","slug":"if-testing-shows-people-are-confused-how-do-you-decide-whether-to-change-the-design-or-the-underlying-service","source":"daily_qa_drip_conversational_followup","source_queue_id":"","source_record_ids":[],"source_type":"daily_qa_drip_conversational_followup","source_urls":[],"status":"active","tags":["conversation follow-up","daily drip"],"updated_at":"2026-11-03T19:04:48+00:00"}