Annex would first look at how people use the service, the workflows behind it, the content and the systems it relies on. That helps distinguish issues such as confusing navigation or inaccessible content from problems with integrations or the technical platform.
Public Q&A
What would Annex look at to tell whether the main problem is the user experience or the technology?
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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