Sample / limits / review

Methodology

Research methodology with sample, task walkthrough process, scoring rubric, limits, and review boundaries.

Sample: 184 service journeys across 12 mid-sized US cities. Method: task walkthroughs, mobile screenshots, content inventory, accessibility heuristics. Limits: no private resident data; logged-in portals reviewed only with public demo states. Review: two researchers scored each journey; disagreements resolved with documented notes.