A caseworker says the system takes too long to use and they are keeping notes in a notebook. How do you respond?

I treat it as a design defect rather than a compliance problem, because the notebook is telling me something true.

1. First I watch the actual workflow. Usually the cause is specific — too many required fields at the wrong moment, a screen that needs data the caseworker does not have during the session, or navigation that takes six clicks to log a ten-minute conversation.
2. Then I look at whether the right tool is being used. Interactions and Interaction Summaries exist to capture a meeting, its attendees and what was discussed in a structured way; if the team has been asked to record that in a general-purpose record page, the friction is self-inflicted.
3. Mobile matters here. A caseworker in someone's front room is not going to open a laptop, so if the design assumed a desk, it assumed wrong.
4. I would also check the privacy angle, because sometimes the real reason is that the caseworker does not want colleagues reading sensitive notes. Role hierarchy-based sharing for interaction summaries addresses that directly, and telling them so often solves the problem faster than any UI change.
5. The honest trade-off: fewer required fields improve adoption and weaken data completeness. I would rather have 80% of sessions logged with five fields than 20% logged with twenty.