Bringing it all together

We’ve described the parallel streams of activity conducted by functional experts looking at the technical context, the business context, and the customer context. The aim is to gain a shared understanding as quickly as possible. Sharing won’t come about through keeping our insights in notebooks and devoting a large amount of time to preparing presentations on what we found. We need to use the insights as we gather them. As a shard activity we do this through the use of a shared space—the wall and by regular checkpoints so we know where we are.

The wall

Your team has spent the morning in the call centre. You’ve observed people using the systems, and listened in on calls. You’ve jotted notes in your Moleskine and taken ...

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