Strategy / Service Design / Diagnostics
UX Design Lab ran a rapid diagnostic that showed 93% of the client’s issues were operational rather than software-related, helping leadership avoid an unnecessary build and redirect investment into a clearer service roadmap.
$900k+
Cost avoided
93%
Issues found operational
2 weeks
Diagnostic length
Introduction
Leadership was prepared to fund a software build, but the core issues were not yet validated. The client had experienced persistent operational friction — delays, miscommunications, and handoff breakdowns — and attributed them to missing software capabilities. UX Design Lab was brought in to test that assumption before any commitment was made.
Conducted structured interviews with stakeholders across the operational chain to map reported pain points.
Leadership was prepared to fund a software build, but the core issues were not yet validated. The client had experienced persistent operational friction — delays, miscommunications, and handoff breakdowns — and attributed them to missing software capabilities. UX Design Lab was brought in to test that assumption before any commitment was made.
The engagement was structured as a two-week focused diagnostic, not a design sprint. The goal was to produce a decision, not a deliverable.
The deliverable was not a prototype or design specification. It was a decision-ready diagnostic: a structured view of root causes, a classification of issues by type, and a service roadmap that gave leadership a clear path forward without committing engineering resources to the wrong problem.
Step 01
Root-cause classification map separating operational issues from software dependencies.
Step 02
Stakeholder-ready diagnostic report with evidence and issue severity ranking.
Step 03
Service redesign roadmap prioritizing changes that could be made without a build.
Step 04
Decision framework for revisiting the engineering investment with validated requirements.
The diagnostic proved that 93% of the reported issues were operational in nature — resolvable through process and service redesign rather than software. By stopping the build before it started, the client avoided more than $900k in misallocated engineering spend and redirected investment into a clearer, more defensible service strategy.
93%
Issues found operational
$900k+
Build cost avoided
2 weeks
Diagnostic duration
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