The public-health clinic portal's steering committee of bureau chiefs insists it speaks for residents. The Product Owner has never watched someone book a childhood immunization. What should the Product Owner do?
Select an answer to reveal the explanation.
Short Explanation
A steering committee is a megaphone, not the person in the waiting room. If nobody has watched a parent try to book a shot, the product is guessing. Go see the real customer; proxies are incomplete.
Full Explanation
Steering committees do not replace direct contact with residents. When the public-health clinic portal’s bureau-chief committee insists it speaks for residents yet the Product Owner has never watched someone book a childhood immunization, the Product Owner should schedule direct observation of residents using the clinic flow instead of relying only on the committee. Treating the steering committee as the customer and stopping resident contact reduces noise by blinding the product. Replacing Sprint Reviews with committee slide decks so executives stay the voice of the user removes Increment inspection. Surveying only clinic supervisors because they already translate resident needs keeps one filter between the product and users. Exam caveat: committees remain important stakeholders for policy and funding; they are not a substitute for empiricism with actual bookers. Operational check: observe immunization booking sessions, capture friction evidence, order Product Backlog items from that evidence, invite committee members to Sprint Review of real Increments, and refuse to outsource “the customer” exclusively to executives. Keep civic stakeholders focused on inspectable outcomes for residents and operators rather than inbox politics or vanity metrics.