What – The Outcomes and Actions
Why “What” Comes Second
Once we know who we’re building for, the next logical question is: what do they need to do? This chapter focuses on defining the behaviours, processes, and interactions that a user must perform within your system. This “What” anchors your feature set, forms the basis for acceptance criteria, and aligns everyone from business to backend on what success looks like.
Getting this wrong leads to confusion, scope creep, and wasted engineering time. Getting it right creates a clear, shared understanding of the system’s purpose.
What You Define Here
Functional requirements
User actions and flows
High-level system behaviours
Business rules and constraints
The Role of Outcomes and Actions
Defining “What” is more than listing features. It is about capturing outcomes (what the user wants to achieve) and actions (what they must do to achieve it).
| Outcome | Action(s) |
|---|---|
| Submit timesheet | Log in, fill entries, submit |
| Approve timesheet | View timesheets, select, approve or reject |
| Request leave | Choose dates, add note, submit request |
Thinking in terms of goals and behaviours keeps the focus on usability and business value rather than system internals.
Benefits of a Clear “What”
Shared language between designers, developers, and stakeholders
Prevents ambiguity in development, reducing back-and-forth
Drives test scenarios and acceptance criteria
Enables prioritisation through understanding user flow complexity and value
Techniques for Capturing “What”
1. Use Cases
Narrative descriptions of how users achieve goals with the system.
Template:
Use Case: Approve Timesheet
Actor: Project Manager
Trigger: Weekly timesheet review cycle
Steps:
1. Log in
2. View submitted timesheets
3. Open each timesheet
4. Review line items
5. Approve or reject
Outcome: Timesheet status updated
2. User Stories
Short, structured statements that capture user intent.
Template:
As a [role], I want to [do something], so that [I achieve a goal].
Example:
As a consultant, I want to copy last week's timesheet so that I save time filling it in.
3. Behaviour-Driven Development (BDD)
Useful for aligning scenarios with tests.
Template:
Given [a context],
When [an action occurs],
Then [the system should do X].
Example:
Given a timesheet has been submitted,
When a manager clicks “Approve”,
Then the timesheet status should change to “Approved” and a notification is sent.
Visual Tools
User Flow Diagrams Show the paths users follow through the system to complete tasks. Can be hand-drawn, built with flowchart tools, or created using Mermaid.js.
Example Flow (Submitting a Timesheet):
User logs in → Navigates to Timesheets → Selects Week → Enters Data → Submits → Confirmation Page
Real-World Example: Leave Request System
Let’s say we are building a simple leave request module.
Who: Employees and Managers
What:
Submit Leave Request
Cancel Leave Request
View Leave Balance
Approve/Reject Requests
Download Leave History
Mapped Actions:
Employee selects date range
Adds note or category
Presses submit
System checks for conflicts and balance
Notification sent to manager
This clarity prevents misalignment like building an “approve all” button when managers actually need to see detailed logs first.
Common Mistakes
Writing solutions as requirements
❌ “The system shall use a table view.”
✅ “The user must be able to view all leave requests for a given period.”
Skipping edge cases
What happens if the user has no balance?
What if their manager is on leave too?
Focusing only on the UI
- Think in actions and outcomes, not just screens.
Summary
“What” is the user’s experience translated into system behaviour. When well-documented, it gives teams the confidence to move quickly without guessing at intent. It's where ideas become stories, stories become tasks, and tasks become value. Never skip the “What”, it's the working engine of the 6W model.
Clarifies scope early
Supports user story creation
Foundation for test plans
Rhys Morgan
Enterprise Automation Services specializes in AI, automation, SaaS development, and digital transformation. We help businesses across the UK leverage technology to drive growth and efficiency.
