True or false: You should define the customer's goals and outcome.

• A. True
• B. False
• C. Not sure
• D. Depends

Answer: (B)

Goals and outcomes should be defined with the customer, not unilaterally by you. The best practice is to facilitate a discovery conversation to elicit what success looks like from the customer’s perspective, then document clear, measurable outcomes that both sides agree on. When you attempt to define goals on your own, you risk missing what really matters to the customer, which can lead to misalignment, unmet expectations, and scope creep. By co-creating and validating goals and outcomes, you ensure the solution you design actually delivers the benefits the customer cares about and you can translate those outcomes into concrete, trackable success criteria. In practice, you capture the desired results, map them to measurable metrics, and align the solution to achieve those metrics, so the project stays focused on delivering real value.