Field observation reveals invisible behaviors

Stakeholders had provided comprehensive briefings—workflows seemed well understood. But onsite, I observed something unexpected: users were documenting quality observations while monitoring how entries affected visible metrics. When metrics started to lower, users adjusted their documentation approach.

This insight shaped a key design decision: removing aggregate metrics visibility from the active workflow. By separating observation from evaluation, we eliminated the dual focus while preserving metrics where needed.

This was one component of a holistic redesign that reduced task time by approximately half—a solution now adopted as the enterprise standard across multiple regions.