Evidence-linked service review worksheet
Define service boundary, user groups, channels, dates, and evidence sources first. This is a local 0–2 ordinal rubric, not Lou Downe's published 0–4 Good Services Scale. The labels support prioritisation; they are not a validated aggregate metric.
Use an evidence status for every finding:
- Assessed: sufficient evidence for a stated group, channel, and part of the journey.
- Unverified: no evidence, conflicting evidence, or insufficient coverage. Leave score blank.
- Out of scope: not assessed in this review; explain why. Do not silently treat it as a pass.
For assessed findings only, use 0 for demonstrated serious failure/friction, 1 for mixed or incomplete performance, and 2 for performance supported within the stated scope. Record contradictory examples and group differences. Don't average a harmed minority out of a high overall score or label a whole principle irrelevant merely because it was outside this project's scope.
| Principle area | Evidence status | Local score, if justified | Group/channel and observed evidence | Consequence | Proposed fix or next evidence |
|---|---|---|---|---|---|
| Findability | |||||
| Purpose | |||||
| Expectations | |||||
| Outcome completion | |||||
| Familiar interaction | |||||
| Prior knowledge burden | |||||
| Organisational handoffs | |||||
| Necessary effort | |||||
| Consistency | |||||
| Recovery and alternatives | |||||
| Inclusion and access | |||||
| Incentives | |||||
| Changed circumstances | |||||
| Decision explanation | |||||
| Human support |
Findings that affect the decision
Name the most consequential demonstrated failures, affected groups, and dependencies. Keep root-cause hypotheses separate from observations. Specify the smallest useful fix/test, owner when known, and acceptance evidence. A blank evidence column is an investigation need, not an invitation to invent a score.
Report coverage and outstanding evidence alongside findings; do not add ordinal scores into a universal quality percentage or use them as proof of compliance. For the author's scale, use its actual current definitions instead of translating these local numbers mechanically.