Product Discovery & User Research
Last reviewed
Correct answer: B. The service, and the outcome the user is trying to reach
Explanation
The principle — a need is defined by two things at once, and both are in the definition.
Why the key is correct — the Service Manual's wording is that ‘User needs’ are the needs that a user has of a service, and which that service must satisfy for the user to get the right outcome for them. The need is of a service, and it is judged by whether the user reaches the right outcome.
Why the others are wrong — a request is a solution the person already imagined. A capability with no outcome attached is a feature description. And a transcript contains much that is not a need.
Remember this — of the service, and toward the right outcome.
Sources — the UK Government Digital Service Manual on learning about users and their needs.
Sources
“‘User needs’ are the needs that a user has of a service, and which that service must satisfy for the user to get the right outcome for them.”
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