Walk the Double Diamond on a Support Spike
Navigate a support spike through discover, define, develop, and deliver choices.
Support spike Tickets about failed imports quadrupled in one week. The visible bug may be only the surface symptom. Discover before fixing Use the first diamond to understand the pattern, then the second to test interventions. Small discovery protects fast delivery. Discover Step 1 What should Hana inspect first before anyone commits to a parser fix? Define Step 2 The evidence shows admins fear corrupting production data. What is the best problem frame? Develop Step 3 Which prototype should Hana test first to learn whether admin confidence improves? Now you try Step 4 Fresh case: refund tickets spike after a…
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