A self-service invoice kiosk was scoped for a visual update and treated as ready to scale. Production data showed a 12.8% error rate on invoice requests and no error states.

Scientists and regulatory specialists meeting a conversational AI assistant for the first time, in an environment where misplaced trust has operational consequences. One designer, three weeks from beta.

Sales reps across seven markets ran structurally different jobs on one platform. The brief was to fix the ordering module. The first question was whether that was the right problem.