Self-service applications
Give each task a clear beginning and a recoverable end.
A member or customer may need to update details, make a request or retrieve a document. A self-service application should remove an avoidable exchange without making users solve the organization's internal structure.
The paid engagement
The engagement covers journey design, a bounded set of screens, validation, secure sign-in where needed and a staff route for exceptions. We prototype the interrupted task and the mistaken entry as carefully as the successful case.
Acceptance and boundaries
Release checks include keyboard use, account recovery, expired links, duplicate requests and session boundaries. The agreed scope specifies who answers a stuck user's question. Automated decisions and sensitive personal records need additional review before implementation.