Needs Articulation

Overview

Clearly articulate what stakeholders actually need (vs. what they ask for) to guide solution design.

When to Use

•After conducting research with stakeholders
•When stakeholders make feature requests
•During Define phase when framing the problem
•When evaluating ideas against user needs

How to Apply

1. Distinguish Wants from Needs

Users often express solutions, not underlying needs:

User says: "I want a dashboard with 20 widgets" Underlying need: "I need to monitor system health without checking multiple places"

User says: "Add more features like Tool X" Underlying need: "I need to accomplish Y task more efficiently"

2. Ask "Why" Repeatedly

Use the 5 Whys technique:

Request: "Make the button bigger"

•Why? "Hard to click on mobile"
•Why? "I'm wearing gloves in the field"
•Why? "Can't remove gloves, hands get dirty/cold"
•Why? "Environmental conditions require protective equipment"

Need: Design for gloved interaction in field conditions

3. Express as User Needs

Format: [Stakeholder] needs [capability] so they can [outcome]

Examples:

•"Field technicians need offline data access so they can work in low-connectivity areas"
•"Managers need aggregated team metrics so they can identify bottlenecks quickly"
•"New users need clear onboarding so they can become productive without training"

4. Validate Needs

Check with stakeholders:

•Show them your articulation
•Ask if it captures their situation accurately
•Look for recognition: "Yes, that's exactly it!"
•Refine based on feedback

5. Prioritize Needs

Not all needs are equal:

•Critical: Without this, solution fails for this stakeholder
•Important: Significantly impacts experience or efficiency
•Nice-to-have: Improves experience but not essential

6. Document in currentstate.json

Update stakeholder profiles:

json

{
  "id": "s1",
  "name": "Field Technician",
  "type": "group",
  "needs": [
    "Work effectively in low/no connectivity areas",
    "Quick data capture with minimal interaction",
    "Reliable sync when back online"
  ],
  "pain_points": [
    "Data loss when connection drops",
    "Too many steps to log information",
    "Interface unusable with gloves"
  ]
}

Red Flags

Watch out for:

•Assumed needs: "Users need feature X" (no, they need outcome Y)
•Technology-first: "Users need an API" (no, they need integration)
•One size fits all: Different stakeholders have different needs
•Feature requests: Focus on the problem, not the solution

Tips

•Listen for frustration and workarounds
•Observe behavior, not just stated preferences
•Test your articulation with stakeholders
•Needs are timeless, solutions change
•One pain point may reveal multiple needs
•Prioritize ruthlessly
•Keep updating as you learn more