The 311 Product Owner can choose two options that deliver similar self-service functionality. Early measures show Option B reduces call-center load more than Option A. How should the Product Owner choose?
Select an answer to reveal the explanation.
Short Explanation
When two doors lead to the same room, pick the one that actually shortens the 311 phone line. Extra screens are decoration. Evidence of fewer calls is the value signal.
Full Explanation
When two 311 self-service options deliver similar functionality and early measures show one path reduces call-center load more than the other, the Product Owner should choose the stronger evidence of value impact rather than the path with more screens. Demonstrable output and additional screens on the weaker path are not value if they move citizen outcomes and agent load less. Splitting the Sprint Goal so both options ship and letting the call center decide later wastes capacity and delays acting on learning already in hand. Deferring the choice until the annual budget hearing publishes a feature ranking ignores current empiricism the Product Owner already has from early measures. Exam caveat: when functionality is comparable, PSPO II expects selection on outcome evidence, not on output theater or political postponement. Operational check: document the call-center load comparison side by side, select the higher-impact path, stop investment in the weaker alternative, and continue measuring load after release to confirm the advantage holds for residents and agents. Communicate that evidence trail to stakeholders who preferred more screens so the decision stays inspectable, and schedule a post-release load check at Sprint Review to validate or revisit the choice with civic operations partners.