How Scrum Turns User Needs into Action

Every Sprint Review tells a story. For some teams, it’s a celebration of features users love. For others, it’s a sobering reminder of solutions in search of problems. After a decade of working with Scrum teams, I’ve noticed a pattern: the difference often comes down to how well teams understand their users’ real needs.

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You’re probably familiar with Scrum and know it’s about delivering value. But here’s the challenging truth: even the most experienced teams sometimes build features that users never touch. It’s not because these teams lack skills or dedication—it’s because there’s a gap between what stakeholders request and what users actually need.

I’ve seen this scenario play out countless times:

• A stakeholder asks for a “comprehensive dashboard”
• The team spends weeks building it
• Users continue using their old spreadsheets instead
• Everyone wonders what went wrong

But it doesn’t have to be this way.

What You’ll Learn

In this practical guide, you’ll discover:

• Field-tested techniques to uncover genuine user needs (not just feature requests)
• A 45-minute workshop template for creating user stories that actually drive value
• Methods to transform Sprint Reviews from demos into valuable feedback sessions
• Strategies to keep your Product Backlog relevant and focused
• Real-world examples of teams that bridged the gap between requests and needs

Who This Guide Is For?

• Scrum Masters trying to improve their team’s delivery of value
• Product Owners struggling with stakeholder requests vs. user needs
• Developers who want to build things users actually use
• Anyone involved in agile product development who wants to make a bigger impact

Let’s break this down step by step, with practical tips and examples to help you apply these ideas in your next project.

Step 1: Start with Empathy—Understand the “Why”

I hate when even experienced teams fall into the trap of jumping straight into solutions before fully understanding the problem. Sure, stakeholders might hand you a list of features they want—but that doesn’t mean those features are what users truly need. Instead, start by asking why.

For example, imagine you’re working on a project management tool, and a stakeholder says, “We need a dashboard.” Before you start sketching mockups, dig deeper:

• Who will use this dashboard? (Managers? Team members?)
• What specific problems are they trying to solve? (Tracking progress? Spotting bottlenecks?)
• How does this fit into their daily workflow?

By focusing on the “why,” you uncover insights that lead to better solutions. Maybe the real need isn’t a dashboard—it’s a way for managers to quickly identify overdue tasks. That subtle shift can save time, effort, and resources.

User Research Techniques (Putting Empathy into Practice)

Let me share three techniques that have consistently helped teams uncover true user needs:

1. The “Five Whys” Deep Dive

Instead of accepting feature requests at face value, use this simple but powerful technique:

Recent Example:

• Stakeholder: “We need a dashboard.”
• You: “Why do you need a dashboard?”
• Stakeholder: “To see the project status.”
• You: “Why do you need to see project status?”
• Stakeholder: “To identify delayed tasks.”
• You: “Why do you need to identify delayed tasks?”
• Stakeholder: “To prevent missing client deadlines.”

The result? What started as a request for a complex dashboard turned into a simple notification system for approaching deadlines—faster to build and more valuable to users.

2. Day-in-the-Life Shadowing

Last month, one of our teams spent just two hours watching users work. They discovered something fascinating: users weren’t touching their carefully crafted filtering system because they needed the same three filters 90% of the time. The solution was obvious once they saw it: make those three filters the default options. User efficiency jumped by 40% with this simple change.

3. Problem-Solution Mapping

Before your next sprint planning, try this exercise with your team:

• Left column: List every problem users mention
• Right column: Document their current workarounds

These workarounds are gold—they often reveal elegant solutions you’d never discover in a conference room.

Step 2: Write User Stories That Actually Work

User Stories are one of Scrum’s most powerful tools—if you use them right. I will share some resources at the end of this post to help you get started with User Stories.

A well-written User Story doesn’t just describe a feature; it captures the user’s goal and the reason behind it. The classic formula is simple:

As a [type of user], I want [goal] so that [reason].

But here’s the secret: Great User Stories go beyond the template. They’re specific, actionable, and tied to measurable outcomes. For instance:

Weak Story: “As a user, I want a search bar so I can find things.”

Strong Story: “As a customer support agent, I want to search for tickets by keyword so I can resolve issues faster.”

Notice the difference? The second story tells you exactly who benefits, what they’re trying to achieve, and why it matters. This clarity helps your team stay focused on delivering value.

User Story Workshop Template

Here’s a 45-minute workshop format that consistently produces clear, valuable user stories:

1. Problem Collection (10 mins)

• Each team member writes problems they’ve heard from users
• One problem per sticky note
• No solutions allowed yet

2. Impact Rating (15 mins)

• The team plots problems on a 2×2 grid
• X-axis: Effort to solve
• Y-axis: User Impact
• Focus on high-impact, lower-effort quadrant

3. Story Writing (20 mins)

For each prioritized problem, use this expanded template:

As a [specific user role],
I need to [accomplish something]
So that [business value]
When I [specific situation]
Because [deeper context]

Real Example:

As a customer support agent,
I need to see a customer’s recent interactions
So that I can provide personalized help
When I receive a support ticket
Because customers get frustrated repeating their story

Step 3: Use Sprint Reviews to Validate Your Assumptions

Sprint Reviews aren’t just demos—they’re opportunities to test whether you’re meeting user needs. Too many teams treat these sessions as a formality, showing off completed work without seeking meaningful feedback. Don’t let that be you.

Instead, frame your Sprint Review around outcomes, not outputs. Ask questions like:

1. Does this feature solve the problem we set out to address?
2. Is it intuitive for users to navigate?
3. What improvements would make it more valuable?

For example, let’s say your team just built a commenting feature for a collaboration app. During the review, you demo how users can leave comments on tasks.

But instead of stopping there, you share early testing results: Users love the simplicity but struggle to tag teammates. That feedback becomes the foundation for your next Sprint.

The Assumption Registry Technique

Create a visible “Assumptions Registry” during Sprint Planning. Here’s how it works:

1. List all assumptions about user behavior or needs
2. Rate each assumption’s risk level
3. Plan how to validate each assumption during the Sprint
4. Review findings in Sprint Review

Real Example:

A team building a mobile app assumed users would want to complete their entire workflow on mobile. The Assumption Registry helped them discover users actually preferred to start tasks on mobile but finish them on desktop. This insight led to a better cross-platform experience.

Step 4: Keep Your Backlog Alive and Relevant

Here’s a common mistake many Scrum professionals still make: treating the Product Backlog as a static to-do list.

In reality, the Backlog should evolve as your understanding of user needs grows. Regular Backlog Refinement sessions are key to keeping it aligned with priorities.

During refinement, challenge assumptions and clarify requirements. Bring stakeholders into the conversation to ensure everyone agrees on what matters most. For example:

If a feature seems low-priority, ask: “How does this contribute to our goals?”

If a story feels too vague, break it down: “What’s the smallest version of this that still delivers value?”

This ongoing process ensures your team is always working on the highest-impact items—not just whatever was added months ago.

The MoSCoW Priority Framework

Instead of marking everything as “high priority,” use this framework:

• Must have: Critical for success
• Should have: Important but not vital
• Could have: Nice to have features
• Won’t have: Not for this release

Real Example:

One team reduced their backlog by 60% by honestly categorizing items using MoSCoW, leading to faster, more focused delivery.

Step 5: Build Trust Through Iteration

One of the biggest advantages of Scrum is its iterative nature. By delivering small, usable increments of functionality, you build trust with users and stakeholders. Each release shows progress and invites feedback, creating a virtuous cycle of improvement.

For instance, let’s say you’re building an e-commerce platform. In Sprint 1, you release a basic shopping cart feature. Users love it because it solves an immediate need, and they’re eager to suggest enhancements—like wishlists or saved payment methods—for future Sprints. Over time, this collaborative approach leads to a product that truly resonates with users.

The E-commerce Platform Transformation (An Overview of the Case Study)

Before:

• Feature request: “Add a complex reporting system”
• 3-month development time
• Low user adoption (15%)
• Frequent complaints about complexity

After (using techniques above):

• Actual need identified: Quick progress updates
• Solution: Simple red/yellow/green status indicators
• 2-week development time
• 85% user adoption
• Positive feedback about simplicity

Final Thoughts

At the end of the day, your role isn’t just to execute tasks—it’s to champion the people you’re building for. When you take the time to deeply understand user requirements, you transform your team from order-takers to problem-solvers. And that’s where the magic happens.

So, here’s my challenge to you: In your next Sprint Planning session, push harder on the “why” behind each story. Ask tougher questions during Backlog Refinement. And most importantly, keep the user at the center of every decision you make.

Your Next Steps

1. Try the Five Whys technique in your next stakeholder meeting
2. Run a 45-minute User Story workshop with your team
3. Start an Assumptions Registry for your current Sprint
4. Apply the MoSCoW framework to your backlog

Because when you build what users really need—not just what they asked for—you create products that delight, engage, and endure.

What technique will you try first? Share your experiences or questions in the comments below, whether you’re seeing this on Substack, Facebook, LinkedIn, or elsewhere! Let’s connect!

Useful links

1. 11 Steps To Successful Scrum Implementation
2. Learn User Stories
3. Learn User Requirements
4. Learn Scrum
5. Learn Risk Management