Follow the task beyond a single screen
Identify where the journey starts, what the person already knows and what they need to complete the task. Review the current sequence and points where staff intervene. Missing information, repeated questions and uncertain status can be addressed in the journey rather than hidden behind a visual redesign.
Design the sequence and its exceptions
Agree navigation, decision points and the order in which information is requested. Include incomplete inputs, unavailable services and the route back to a person. These choices guide later screen design and implementation. They do not establish that a proposed external integration or operational change is already feasible.
Bring a task and its obstacles
Share current pages, service steps and examples of where customers or staff get stuck. Explain the desired outcome and constraints. We agree the journey deliverables and how proposed changes will be reviewed; detailed interface design, prototypes and working software are scoped as distinct next steps.