Scene or situation: Focus on the moment of frustration. What is going on? What is the user about to attempt? • Desired outcome: What is the user trying to accomplish? Why is this important? • Attempted approach: Without the new product, how does the user go about the task? • Interfering factors: What goes wrong? How and why does it go wrong? • Economic consequences: So what? What is the impact of the user failing to accomplish the task productively?
