3.3 Elicitation Techniques
Once the boundaries of the work have been
defined and stakeholders have agreed to proceed,
the hard work of understanding users’ needs can
start in earnest. It is helpful to decompose the
problem into smaller and more understandable
units such as use cases [9,11,20] or specific
workflows [21]. Elicitation then focuses upon
understanding the users’ needs in respect to these
smaller units of work.