chapter  3
16 Pages

Identifying needs

Zeisel illustrated this as the ‘User-needs gap’ (Figure 3.1). Productivity in modern business has become more complex, with a close

inter-relationship between who is doing the work, how it is done and its location. Solutions to questions about what will best support a business now involve a complex web of people, process and place as an inter-related system (Figure 3.2).