chapter four

4 Understand what users and stakeholders really want

 

This chapter covers

  • Building a deep understanding of key users and stakeholders
  • Leveraging analogies to draw insights from comparable situations
  • Crafting a clear, actionable AI problem statement

Now that we have aligned on the precise opportunity to pursue, we must focus on user and stakeholder needs to develop a deep understanding of what truly matters to those who will use and influence the AI solution we are planning. This stage requires careful planning and skillful execution: who to interview, which investigation methods to use, and by whom—so we can do it right the first time and gain a clear, complete understanding of what matters for stakeholders and for the solution itself.

When the opportunity is highly innovative, analogies help us not only learn from other sectors with more experience in applied AI, but also better connect with interviewees and generate new ideas.

All of these elements come together in a structured AI problem statement, crafted and validated with the project team. This statement becomes the foundation upon which successful AI solutions are built—and the filter that ensures you are solving the right problem before investing in the wrong one.

4.1 Field interviews that made a difference

4.1.1 Investigating non-technical losses at Gridvia

4.1.2 Lessons from the Gridvia case

4.2 Prepare for a successful investigation

4.2.1 Identify key users and stakeholders

4.2.2 Plan your investigation carefully

4.3 Capture and document user and stakeholder needs

4.3.1 The in-depth interview in practice

4.3.2 Don’t reinvent the wheel: Use analogy

4.3.3 Build an evidence-based empathy map to communicate your insights

4.4 Craft an AI problem statement that delivers

4.4.1 What makes a good AI problem statement

4.4.2 AI problem statement template

4.5 Summary