Judgement Test Question 95 – A user group says the consultation was tokenistic
Read the scenario and rate every action independently. Several actions can receive the same rating.
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Scenario
Your team is redesigning an online service. At the end of a consultation workshop, a representative from a disability user group says the questions were predetermined and their concerns about assisted support were ignored. Several project colleagues become defensive because they worked hard to organise the event. The representative says they will advise members that the consultation was only for show. No final service decision has been made, but the timetable is tight. You need to understand whether the criticism is justified and protect the relationship with people who will use the service.
Rate the actions
For each action, choose Counterproductive, Ineffective, Fairly Effective or Effective.
Action A
Ask the representative for specific examples and acknowledge the concern. Review how their input has been recorded, then agree how they will see what changed as a result.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action B
Ask the communications team to send participants a positive summary of the workshop and thank them for their contribution.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action C
Arrange a focused follow-up session with the group and pause any design decision directly affected by the missing input until that discussion has happened.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action D
Explain that every group received the same questions, which shows the consultation was fair.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Click to reveal the answer
- Action A: Effective
- Action B: Counterproductive
- Action C: Effective
- Action D: Ineffective
Members can unlock the detailed explanation for all four actions, including why each response helps, falls short or makes the situation worse.
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