Healthcare and service experience / Executive intelligence
Measure whether people can complete the next step.
For a service intake process, useful questions include:
Was the administrative request captured?
Did the person understand what would happen?
Was the next action completed?
Did an unresolved request reach the appropriate team member?
Those observations can reveal friction without claiming a clinical outcome.
Keep the measurement tied to the responsibility the system actually has.
Which administrative step would you like to make easier for the people you serve?