Bus-operations supervisors ask the Product Owner of the operator shift-swap tool to fund more classroom training because staff “keep using it wrong.” Ticket notes show repeated confusion in the same workflow. What should the Product Owner do first?
Select an answer to reveal the explanation.
Short Explanation
When everybody “needs a class,” the stove knobs might just be labeled in hieroglyphics. Training can be a smoke signal that the product is hard, not that people are careless. Check the workflow before you rent a bigger classroom.
Full Explanation
Recurring training requests often indicate a value or usability problem rather than a knowledge gap. The Product Owner should inspect the journey, evidence from tickets, and outcome data to see whether product changes would remove the need for heroic training. Training may still help, but it is a weak substitute for fixing UX debt that blocks Current Value. Closing tickets as user error or handing the backlog to trainers avoids the product decision.