To jambo
An understanding of the ‘jobs’ Users need to get done and the metrics they apply in rating how successfully they have reached a desired outcome is the true measure of the value of the service (or product) – this is the science behind innovation.
Understanding these jobs and prioritizing them in order of importance provides targeted value. for example, ‘Jobs’ could be described in these terms:
minimize (direction) the time time it takes to (unit of measure) select a gear to maintain constant cadence (the desired outcome)
maximize (direction) the performance (unit of measure) to win a race (the desired outcome
+200 other jobs etc in order of priority.
Users requirements are key, but Users are not always best qualified to know their needs and certainly not qualified to determine the best and the most valuable design solutions, that’s the job of the developer. Users are often not precise, and paradoxically, introduce more variation into the process of development. The understanding usefulness is a data gathering process which must be well considered and well managed to avoid bias and the soliciting of mis-information.