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Agreed, it's not about the tools, but the process. I've worked with different agile coaches - most of them were crap, but one of them really struck a chord in how he would find flaws on the organisation that would reflect on the software side. He was really good at devising strategies to overcome this.

To address the specific question, I think most of the time there's a problem because there is no one that takes care of making sure everyone has the same vision and understanding of what needs to be done. And because sometimes words fail us, I think mockups are a great way of uncovering and sharing requirements.

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