By: Ron Mills
A well-understood maxim among software developers states that there is generally a difference between:
- what users say they want
- what users want
- what users need
The difference between the first two is one of communication and is easily solved by quickly prototyping what they say they want, so they can say “that isn’t what I want” and start pointing.
The chasm between want and need is much harder to bridge. In the short term, you can make plenty of money giving people what they want, but if you are in the game for the long haul, you ignore the difference at some peril to your reputation. When the system you build fails to solve their problem, are they more likely to come back and say “let’s try again” or will they go somewhere else?
Knowing what the user needs isn’t so easy, of course.