Keep the lesson for the next incident
Capture the evidence trail
Store the internal request, rewritten need, triggering episodes, counterexample, and decision together. Record which phrase came from participants and which was an analyst interpretation. The distinction helps a later reviewer understand why the wording changed.
Improve need capture
Add a prompt for trigger, desired outcome, context, and direct evidence to briefs or research notes. Show how the new prompt would have exposed the earlier feature language. Keep a place to record needs that remain uncertain rather than forcing a polished statement.
Set a revisit signal
Watch for recurring solution nouns, missing context, or support requests that use a different outcome phrase. Assign a reviewer and date for sampling new needs. Reopen the record when a new segment or workflow reveals a different underlying need.
What to carry forward
The learning record should connect the original request to evidence-backed wording, changed capture practice, and a revisit signal. State what the team will phrase differently next time. Keep the need revisable when new episodes challenge its trigger, context, or outcome.
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.
Create an account See the product workflow