Overwhelming Complexity

When organisations first try UNM, many underestimate how overwhelming it can feel to map their entire domain. Complexity becomes a blocker — teams aren’t sure where to begin, how deep to go, or how to decide what’s “enough.” This challenge can stop UNM adoption before it starts.

What This Challenge Looks Like

  • Teams try to map the entire organisation in one go

  • Participants get lost in detail and debate

  • People argue about system accuracy instead of insights

  • Sessions stall because “we need more context first”

  • Facilitators get pulled into architectural rabbit holes

Diagram illustrating a UNM. Two cartoon characters, one with glasses and a green shirt, and the other with no glasses and a black shirt, appear at the bottom, with a quote: 'Everything connects to everything'

Why It Happens During UNM Adoption

  • Teams are unfamiliar with sensemaking tools

  • Fear of missing detail leads to over-mapping

  • Organisations mistake completeness for clarity

  • Too many domains pulled into one session

  • Legacy systems complicate mental models

A cartoon drawing of two characters, one with glasses and another in an orange shirt, having a conversation about a system. The character with glasses asks, 'Wait, which part of the system are we even talking about?' and the other responds, 'I thought this was supposed to make things easier.'

How to Move Past It

  • Start with one user, one need, one slice

  • Use timeboxing aggressively (15 minutes per layer)

  • Label unknowns instead of resolving them

  • Reinforce “useful, not perfect” as a principle

  • Build the map over 2–3 short sessions, not one long one

A UNM illustrating different teams and their capabilities, with a group of seven cartoon people watching.

Practical Tips

  • Use Layers: Start with a simple map and add complexity in stages as needed.

  • Set Boundaries: Clearly define the scope of each mapping session to avoid unnecessary sprawl.

  • Engage Smaller Groups: Work with focused groups of stakeholders to manage discussions effectively.

Cartoon of two , one wearing glasses and a red sweater, the other smiling and wearing a blue sweater, saying 'Let's just focus on understanding what's true today,'

UNM is iterative by design. Complexity becomes manageable when teams learn to map in slices.

Break It Down

Focus on one user group or a specific area of the business at a time. Create smaller, targeted maps that address specific needs rather than attempting to map the entire organisation at once.

Prioritise Critical Needs

Identify the most critical user needs and capabilities that have the greatest impact on value delivery. Address these areas first to ensure progress is made where it matters most.

Iterate

Treat User Needs Mapping as a continuous process. Begin with a high-level overview and refine it over multiple sessions as new insights emerge.

Safe-to-Try Interventions