Simple things should be simple, complex things should be possible.
—Ward Cunningham, XP contributor and inventor of the wiki
In the previous chapter, we introduced the user story as the primary artifact for identifying system behaviors that deliver value to the customer. We implied that engaging a user in a dialogue about how they use the system, and what benefit they derive, is a straightforward process. And it certainly can be if your solution is already in use and you have access to those users.
But what if you are building a new application or service? Who are the users then? And what about those key stakeholders who use the results of a system but don’t actually ...