Discovery and Problem Analysis
Look beyond the symptoms to understand what is really happening.
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Choose a place to begin. Come back whenever you need.
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Look beyond the symptoms to understand what is really happening.
Choose a place to begin. Come back whenever you need.
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Documenting the current state.
Identifying constraints that restrict workflow.
Evaluating organisational capability.
Organising possible causes of a problem.
Understanding the wider customer experience.
Identifying and prioritising potential failures.
Tracing the causes of an undesirable event.
Structuring possible causes of a problem.
Comparing business needs with solution capabilities.
Exploring potential causes using four categories.
Exploring service-related causes systematically.
Examining a subject from four perspectives.
Comparing current and desired states.
Examining organisational performance as a system.
Showing factors, decisions and uncertainties.
Building an evidence-based understanding.
Understanding the progress users seek.
Recording what people know, want and learn.
Representing how users understand a domain.
Making decisions in changing conditions.
Providing a one-page opportunity view.
Identifying significant user difficulties.
Identifying the most significant contributors.
Representing distinct user or customer groups.
Describing the gap between current and desired states.
Assessing available organisational resources.
Exploring a complex situation visually.
Identifying why a problem occurred.
Organising related ideas around a topic.
Applying a repeatable problem-solving process.
Identifying interactions across the user journey.
Describing user characteristics and needs.
Mapping the end-to-end user experience.
Tracing a problem to its underlying cause.
Follow a problem back to its underlying causes.
Representing important user groups.