Evidence Collection

Use interviews and screen observation to build a representative, evidence-backed view of how the process actually works.

The self-serve Iris diagnostic is built around stakeholder interviews and consent-based screen observation.

Interview evidence

Use interviews to understand:

• triggers and workflow sequence;
• decisions and approvals;
• exceptions;
• workarounds;
• handoffs;
• pain points;
• system switching;
• why known problems persist;
• differences between the intended process and actual work.

Screen observation

Use screen observation when participants perform granular on-screen work that is difficult to describe accurately from memory alone. It can reveal manual copying, repeated checking, navigation between systems and hidden workarounds.

The screen may show what happened; the participant interview helps explain why.

Triangulate across people

No single stakeholder should automatically be treated as the whole truth. Compare leadership, process-owner, frontline and adjacent-team perspectives.

Evidence quality checklist

For each important finding, ask:

• What is the source?
• Is it direct evidence or interpretation?
• Is it representative or exceptional?
• Does another stakeholder support or contradict it?
• What would change our conclusion?

Consultant behaviour

When stakeholders disagree, treat the disagreement itself as evidence and investigate the cause before recommending a solution.