Design a small PDSA cycle to test whether a self-service password prompt reduces repeat tickets.
Password reset tickets spike for new hires every Monday, and the team is considering a full intranet rewrite. PDSA: Plan the test, Do it small, Study the data, Act on what you learned. The common trap is rolling out a large communication change because everyone agrees the old page is bad. Agreement is not evidence that the proposed change will reduce tickets. Before Rewrite the whole password help page and hope tickets fall next month. After Test a two-line reset prompt with one onboarding cohort for two days, measure ticket volume and MFA confusion, then adapt before scaling. Plan Aim:…
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