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The life of a refugee is hard. We show how Maslow's theory of motivation can be utilized to better understand the situation of refugees in the Netherlands. Our aim is to formulate guidelines for the authorities in terms of logistical support. From a methodological position, we motivate the use of critical systems thinking to be used in wicked problems. The popular account of Maslow's work undermines key aspects from the original work, namely, preconditions for need satisfaction and the role of information. As we analysed stories told by refugees, it is these lesser known aspects of his theory that provided most insights. Freedom in host countries is gained on different levels. Contrasting Maslow's view, we propose that freedom is an “end” and hierarchical. Without information, the refugee cannot experience freedom. Because the stories of the refugees follow Maslow's needs hierarchy, we argue that information provided should be according to this hierarchy.

Organizations require relevant and accurate information and systems for making strategic decisions. However, in practice, these business intelligence systems have a high failure rate, in part due to an overemphasis on technical implementation, and perhaps more importantly, the inability of prospective users to visualize the needs of the future system in the requirements phase. In this paper, critical systems practice is used to guide the selection of alternative requirements collection methodologies for the requirements phase, reviewing methodologies from the interpretive, critical and postmodern paradigms for their suitability for use in the described case study. In the resulting selection of critical systems heuristics for this intervention, this paper argues that although critical systems heuristics was developed in an era when the critical paradigm emerged, it can be applied from a postmodern perspective and that it may also be useful in guiding the creative process to identify requirements that improve business decision making that is sensitive to the local environment and enhance future decision making. © 2018 John Wiley & Sons, Ltd.