In the endless saga about “what the customer needs is not what the customer want”, there is this long and nice article by Kathy Sierra of the “Creating Passionate users” fama. It’s quite enlightning and fun, even if a more deep investigation in that direction could also be found in “The Innovator’s Dilemma” book. A classic read.

I’ll quote one of the comment:

150 year ago, when asked what they needed, farmers might have asked for bigger, stronger horses or maybe more horses. None of them would have thought to ask for a tractor.