How to Capture Customer's Desired Outcomes

The first step is to capture a complete very granular set of needs. And we call these needs the customer's desired outcomes. These are the metrics they use to measure success as they go about and get that step in the job done. So when you outline that, that feels like quite typical problem solving process, decision making process. Is that what you generally find? Or are we trying to look at what people really do? We're looking at what they're really trying to do.