Organizations know something's wrong. Nobody can find where.
Every broken system has the same structure: what the rules say, what people actually do, and what the software allows. These three layers drift apart over time. The drift is invisible until someone maps it.
Contract/policy requirements. Operational practice. System behavior. Document each, find the gaps. This is where most of your failures live.
Sequential 1:1 sessions with your operations staff. Each person refines what the last one validated. Working prototypes, not wireframes. By Friday, your team has shaped the tool they've been requesting for years.
Real users, real tasks, real evidence. Exact quotes, attributed, with confidence levels. Not "we think this works" — proof that it does.
Every design decision traces to a person, a quote, and a result. When someone later asks "why do we do that?" — there's an answer. When someone requests "simplification" — you see what breaks.
Problems where the forms look simple but the rules underneath are not.
Replaced a legacy application system serving military families across all service branches. The previous system had a near-zero complete application rate. Coordinators called a complete submission a "unicorn."
Working software in hours, not months. Validated with real users before anyone writes a requirements document.
Every finding traces to a person, a quote, and a decision. Not a strategy deck — an evidence trail that survives scrutiny.
Decision rationale, design logic, evidence trails. When we leave, the institutional knowledge doesn't leave with us.
We'll find it.
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