Aglet

Turn Problem Framing Lessons Into Discovery Practice

A reframed request can teach the team how its language directs investment. Preserve the original request, the evidence that exposed the underlying problem, and the constraints that stayed unresolved. Use the case to make future briefs clearer without treating one framing pattern as universal.

Keep the lesson for the next incident

  1. Capture the before and after

    Keep the requested feature, observed journey, problem frame, counterexample, and decision together. Explain which evidence changed the language and which part of the request remained useful. This preserves the reasoning for people who did not join discovery.

  2. Improve the intake brief

    Add prompts for user outcome, current workaround, evidence source, and solution-free wording to the request intake. Show a concrete rewrite from this case. Keep a path for urgent work to proceed while its frame is still provisional.

  3. Watch for solution drift

    Set a signal such as feature names appearing in problem statements, missing user triggers, or acceptance criteria that describe screens instead of outcomes. Assign an owner to review new requests and revisit the practice when the signal repeats.

What to carry forward

The learning record should connect the original request to the evidence-backed frame, intake change, and recurrence signal. State what language the team will use next time and what uncertainty remains. A durable lesson improves framing while preserving room for different solutions.

Technical background: GOV.UK user research guidance.

Keep the decision with the work.

Use a Work Item in Aglet to record the problem, the evidence you have, and the next decision. Add an owner and priority, then keep updates in the discussion so the next person can follow the reasoning.

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