Sometimes you have to consider the relationships between different systems and services, (such as people or processes) at various touch points, (like physical places or systems) to solve problems. By thinking on what your users road to success requires, you can organize different services and all the intricate connections between them to make things easier. Thinking “outside” the user interface is a key part of solving problems for me. Focusing on the user (and taking the user’s viewpoint), you can create blueprints for success that are focused on both the user and the business responds to the user.