10 ESTABLISHING THE REQUIREMENTS
When I actually meet users … I find that they certainly have needs, but that these do not appear in an organised form at all. The needs come out in a rush, a mixture of complaints, design decisions, interface descriptions, current situations, and from time to time specific human–machine interface requirements. It is sometimes possible to isolate chunks of this as definite functions. In short, there seems to be a gap between theory and practice. Theory says that on the one hand we’ll find people who state what they want, and on the other, people who make things to please the first bunch of people. Instead, all the people and tasks and documents seem to be muddled up together.