How to Make Sense of Any Mess by Abby Covert

Chapter 7: Prepare to Adjust | Page 153

We serve many masters.

No matter what the mess is made of, we have many masters, versions of reality, and needs to serve. Information is full of history and preconceptions.

Stakeholders need to:

• Know where the project is headed
• See patterns and potential outcomes
• Frame the appropriate solution for users

Users need to:

• Know how to get around
• Have a sense of what’s possible based on their needs and expectations
• Understand the intended meaning

It’s our job to uncover subjective reality.

An important part of that is identifying the differences between what stakeholders think users need and what users think they need for themselves.