This paper describes the results of an action research study whose focus was requirements elicitation for an e-business system. The study showed that analysts and end-users use the same diagrams for quite different purposes, the former for validation and establishing correctness and the latter as a structuring mechanism for uncovering requirements and gaps and reasoning about a system under consideration. A model of cognition that explains this behaviour is proposed.
Johnstone, Michael; McDermid, Donald; and Venable, John, "Shared Use of Diagrams in Requirements Elicitation: roles, expectations and behaviours" (2002). ACIS 2002 Proceedings. Paper 74.