The people with an interest.
WHO THEY ARE
Users The people paying Managers accountable for the outcome Operations and support Anyone affected by the change
WHAT DIFFERS BETWEEN THEM
What they want, and what success means to them.
WHAT TO ESTABLISH
Who decides, when they disagree.
WHY
Undecided conflicts surface repeatedly and delay everything.
WHAT TO DO ABOUT CONFLICTING REQUIREMENTS
Surface the conflict explicitly, and have it decided.
WHAT NOT TO DO
Attempt to satisfy both silently.
WHY
It produces a compromise serving neither.
WHAT TO COMMUNICATE
Progress, regularly Anything affecting what they expected Decisions that were made
WHAT TO AVOID
Involving nobody until the end Involving everybody in every decision
WHAT TO ESTABLISH ABOUT USERS
Whether you have genuine access to them.
WHY
A project without user access is guessing.
WHAT TO DO IF ACCESS IS DENIED
Say so, and record it as a risk.
