What is a key distinction between needs and requirements during customer investigation?

A key distinction between needs and requirements during customer investigation is that needs are subjective while requirements are objective. This means that needs represent the desires or expectations of customers, often influenced by individual perspectives and experiences. They reflect what customers truly want, which may vary widely from person to person and can be difficult to quantify. For instance, a customer might express a need for "better service," which can be interpreted in many ways depending on their personal experiences and expectations.

On the other hand, requirements are a more concrete expression of those needs; they define what must be fulfilled to meet the needs outlined by customers. Requirements tend to be specific, measurable, and agreed upon by stakeholders, providing a clear framework for what must be delivered. This objectivity allows teams to develop solutions that can be delivered in a standardized manner, facilitating better communication among stakeholders and ensuring that the end product aligns more closely with customer expectations.

Understanding this distinction is crucial for effective service design and delivery because it helps teams prioritize features and outcomes that directly address the subjective needs expressed by customers while grounding their work in the objective framework provided by the requirements.