Are You Speaking Your Customer's Language? (version 11.3.7)

What is need?
Get job done.

What does user need?
User needs to get job done.

What job does user need to get done?
1) Prevent pain
2) Reduce pain
3) Resolve pain
4) Maintain status quo
5) Create pleasure
6) Enhance pleasure

What type of job does user need to get done?
1) Rational must-have
2) Emotional must-have
3) Rational nice-to-have (want)
4) Emotional nice-to-have (want)

What does user get when job is done, or when need is solved (assuming job done is need solved)?
If job is done, there is outcome.
If job is not done, then there is no outcome.
It's not value yet.

What is value?
Value is benefit received from outcome minus cost of getting outcome.
Value could be positive or negative.

What is experience?
experience is evaluation of value based on gap between expectation and outcome.
To be more exact...
experience is evaluation of "difference between benefit received from need solved and cost of having need solved" based on gap between expectation and outcome.

What experience does user have when getting job done?
1) Great
2) Good
3) Neutral, or ok
4) Bad
5) Terrible

What makes experience great, good, ok, bad, or terrible?
TBD...

How does user behave when experience is great, good, ok, bad, or terrible?
TBD...