These are all great questions to flush out what exactly the drill should do and how to make it more useful. Unfortunately, it doesn’t reveal anything about how to make the drill easier to use. The usable layer The next layer of using the drill is to help someone hang their framed photos. If the outcome of using the drill is having framed photos on your wall, you can dig into a lot of possibilities of making the drill more usable. What’s the behavior around hanging framed pictures? Are people comfortable using a drill? Are they standing on chairs or other dubious household objects while drilling? Are they nervous about doing it wrong? If we were designing a drill that only drilled holes to hang pictures, how much better could it be? How would this change the nature of the drill? Does it require smaller batteries since it’s not so frequently used? A smaller motor and housing to reduce the weight? More prescriptive settings for typical house walls to reduce anxiety? These questions reveal what the person is doing with the drill and ways to make it more usable. Unfortunately, it still doesn’t reveal anything about how to make the drill more appealing. The desirable layer The next layer of using the drill is to make your home more personal. If the outcome of using your drill is you have a more personal home, you can dig into a lot of possibilities for making the drill more desirable. How important is it for the drill to be ready to go when you come home with your next framed pic- ture? Where do you put the drill when you’re done? Is it in a place where others might see it? How does this change the nature of the drill? Does it need a docking station so it’s easy to put away? Or should it be plugged into the wall so it’s always ready to go? Does it need to look good if it’s going to be on a desk or shelf somewhere? All great questions that can make the drill feel as though it’s been designed specifical- ly for you. You can imagine it fitting perfectly into your life and satisfying all of your home personalization needs. Take your time When talking about the jobs a particular tool can do for a person, try not to rush to the ultimate, deepest answer. That isn’t always where the gold lies. Often, there isn’t just one root answer. Even if there is, it may not be all valuable on its own. Explore each layer thoroughly for the unique value it can provide. 47