Developing products that are both inclusive and successful requires exploration of tasks and goals to understand the real needs of users.

Goals capture the desires and feelings of the user, for example

• Enjoying my leisure time
• Educating my child well
• Feeling secure when banking online

Tasks are activities that achieve those goals, for example

• Going on holiday
• Buying a toy to encourage learning
• Authenticating your identity on a website by using a password

For more information on how to organise these tasks and goals see the Task analysis section within Knowledge & tools.