If a typical product manager or business analyst presided over the development of this telephone navigation system, I can imagine how it went.
"Let me talk to your subject matter experts (SMEs)."
"What are the departments a customer might need to contact?"
"Let's draw a chart showing the different paths through the phone system."
Contrast this approach with the following focus on real requirements. The product manager or business analyst converses with customers and customer support to understand the problems that they are trying to solve and avoid by calling support. The problems don't just include the reason they call support in the first place. They also include potential problems with support itself.
Among the problems that customers want to avoid are:
- Spending a long time to resolve an issue.
- Expending a lot of energy (by pressing a lot of buttons or having to talk a lot).
- It shall take an average of no more than X seconds for a customer to resolve issue Y.
- Outside of support hours, it shall take no more than X gestures (button presses, voice commands, etc.) for a customer to be informed that the office is closed.