Tools and templates
Choose a template for the question you are working on. Use its fields to record what you know and what still needs checking. Link existing records, and explain when a field does not apply.
Responsibilities and decision owners
At kickoff or when roles and responsibilities change.
Engagement and research plan
At the start of an engagement and before each research round.
Facts, assumptions, decisions and outcomes
Keep records throughout the project and update relevant entries when findings or decisions change.
Workflow and people involved
When investigating actual work, designing with users or understanding non-use.
Problem and success criteria
When defining the problem or changing goals, task scope or success criteria.
Human–AI workflow plan
During design, pilot preparation and changes to system boundaries.
Risk assessment and decision
When a decision affects several teams, has serious consequences or involves unclear authority.
Evaluation record for a release decision
Before starting a pilot, expanding use or reviewing a material system change.
Pilot adoption and support plan
At pilot launch, when use stalls or when a new user group joins.
Difficult conversations and trust repair
During scope disputes, incidents or damage to trust.
Value assessment and handover plan
At investment reviews, expansion, handover or exit.