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We apply techniques like user stories, scenario narrations, storyboards, and journey maps. We paint a good picture of what happens as the user interacts with a particular product functionality. However, we often prescribe what should be built or how to use it — and neglect the underlying purpose. What is the underlying message in the story? Like Clayton Christensen says, “People don’t want to buy a quarter-inch drill, they want a quarter-inch hole.” Ask yourself, am I prescribing the characteristics of the drill? Or explaining how the user drills the hole? Instead of articulating why the user needed a hole in the wall? Before we start writing, we need to know why we are telling the story and what the purpose of the story is.
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