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SYSE.25:2 - Problem

Platform work can become a list of internal features while users still cannot complete the task that matters. A new interface may make submission pleasant without changing waiting, error or recovery. Conversely, a reduction in visible support tickets can mean that users gave up or transferred the work to another team.

The selection problem is to connect a proposed enabling change to a consequential user result and an observation that could prove the proposal wrong. Frequency, satisfaction and adoption can contribute evidence, but none alone establishes that connection.