One of the techniques we will be using is User Stories, to condense issues into a range of themes.This is a way of capturing succinctly who wants a particular service feature, what they need, and why.
Typically a user story will be phrased as:
As a (role) I want to (requirement) because (context).
For example:
"As a resident, I want to be able to report repairs outside normal office hours so that it fits into my busy life. "
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