The information gathered during the research phase was extensive and fragmented. To make sense of it, I worked together with the Product Owner and the Business Analysts to build an Affinity Diagram and start structuring what we had learned.

Before diving in, we aligned on how the exercise would work and what we were looking for, so we could focus on identifying meaningful user insights rather than just grouping notes. Once aligned, we started organizing the information collaboratively.

Given the volume of data, the process took a couple of hours. As patterns began to emerge, we identified initial clusters around how users calculated taxes. From there, we defined three main groups and a fourth one to highlight the insights that stood out as central to the problem.