2. Solve whole problems

Why it’s important

It’s important for your team to make sure the thing you’re building forms a coherent part of a user’s wider journey. This is because what you’re working on is probably part of a bigger task that users are trying to complete. To create a successful experience, all the different parts of the journey need to join up coherently. If they don’t, the user will get stuck and their journey breaks down.

What to consider

  • Do you understand what the whole problem is (e.g., secondary goal: “I need to fax paperwork with SSNs to central HR” vs. the primary goal: “I need to securely communicate paperwork with sensitive data to central HR”)?
  • What are the different ways that people currently accomplish the task(s) the service is designed to help with? What are the pain points?
  • How does your website/tool/project/service fit into the way users currently interact with the overall service being offered?
  • Where will you start? What is the highest priority? What will make the greatest impact?

Toolkit: Principles and practices worksheet
Capture info as you work through each of the principles.

Contact us
Get in touch with the DoIT Interoperability Team to start your interoperability project.

Dig deeper into this principle

The Center for User Experience can help you understand the a user need more holistically. The Project Management Office can help you define business requirements, and manage and organize the big picture.

Please send feedback to the DoIT Interoperability Team. We welcome your input!