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In the problem understanding phase of a project, we gather data from multiple sources to help us paint an accurate picture of the challenges and their impact. Data can be gathered via interviews, observations, direct experience, records, and inference from reflection and professional experience.
Sensemaking is a way to synthesise these multiple types of data into a coherent whole.
- Interpret explicit data and identify themes: Analyse the information gathered during workshops, considering the context and the perspectives and personalities of the participants.
- lnfer implicit data and identify themes: Reflect on unspoken cues and nonverbal communication, using experience and knowledge of human behaviour to draw insights.
- Organise themes: De-duplicate the identified themes. Sort the remaining themes into a hierarchical structure, with first-order themes being the most general and third-order themes being the most specific. Visualise this structure as a tree diagram or a fishbone diagram.
- Identify interrelationships: Some themes clearly relate to others beyond the hierarchy. Create cross-links in the tree diagram to represent these interrelationships. This tree diagram can then be used to create user stories and journeys.
- Review with participants: Present the Sensemaking output to workshop participants to ensure it accurately captures all the raised problem points and that themes are unique and problem-focused. Obtain feedback and refine the Sensemaking output as needed.
The sensemaking exercise should be focused on understanding the problem (and not leap prematuring into immediate solutions. Any ideas of potential responses should be noted and set aside for now. The process is also dynamic and iterative. New insights will change the current understanding. It is important to check the accuracy of understanding with affected parties and records.
