Challenge: Lack of Clarity Around Capabilities

Teams often struggle to map capabilities to user needs, particularly when there is a lack of understanding about existing systems, processes, or tools. This can lead to incomplete maps or missed opportunities to address critical gaps.

Strategies to Improve Capability Clarity

1. Audit Existing Capabilities

Conduct an inventory of current systems, tools, and processes. Understand what is already in place and how it supports user needs.

2. Engage Domain Experts

Collaborate with subject matter experts who understand specific capabilities and their dependencies. This ensures a comprehensive and accurate map.

3. Visualize Dependencies

Create diagrams or dependency trees to illustrate how capabilities relate to one another and to user needs. Visuals can reveal hidden gaps or bottlenecks.

Practical Tips

  • Use Simple Terms: Avoid jargon when describing capabilities to ensure alignment across teams.
  • Focus on Functionality: Map what a capability enables, not how it works.
  • Iterate and Refine: Update your maps as new capabilities are developed or identified.

Example: Mapping Capabilities

Scenario: A software company struggles to map capabilities for their customer support function.

Approach

  1. Audit: List existing tools like the ticketing system, knowledge base, and analytics platform.
  2. Engage Experts: Involve customer support managers to detail how these tools interact.
  3. Visualize: Create a dependency tree:

Capability Clarity Example

This visualization highlights how each capability contributes to resolving customer issues.

Exercise

To clarify capabilities in your User Needs Map:

  1. List all current systems, processes, and tools in use.
  2. Identify which user needs they support.
  3. Draw a diagram showing dependencies between capabilities.

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