These are two‐dimensional maps, in which major user activities are arrayed along the horizontal dimension, loosely ordered by time from left to right. So, if there are a dozen major user activities, they would be along the top from left to right, generally in the order you would do them—or at least, if you were describing the overall system to some

Types of customers Customer problems A day in the life of your customers Organizational map and customer influence map ROI (return on investment) justification Minimum feature set

Look for answers to the following questions: What is their main responsibility? Who is their boss, and what does the boss probably want from them? Who else might they need to please or impress? How long have they been in this position or department? (How much do they know first-hand about the history of the problem?) If they’re new, where did they