Design for the Moment Someone Isn’t Sure

A useful lesson from prototyping: uncertainty is part of the user’s task, not a flaw to hide.

Imagine booking a repair appointment when you know something is wrong but don’t know what to call it. A symptom-first opening (“What are you noticing?”) and a service-first opening (“What would you like help with?”) offer different kinds of support. In either version, keep an “I’m not sure” route visible.

I’d test whether people can reach a sensible next step—and what information they need along the way—rather than asking only which screen they prefer. The design should help someone move forward without requiring them to diagnose the problem first.