We find out what their goals are and how they plan to accomplish the goals. In doing this, we've noticed that when users talk about their work, they are very, very specific. Their goals have many different facets, and are quite complex. Read the excerpt now. Real Goals may be Ongoing Users' goals have different time frames.
Some goals are a one-time thing.
Others are ongoing. It isn't terribly hard to support a one-time goal. In fact, that's what most sites do. The challenge is in understanding that goals are ongoing and supporting them. Download Time Clients often ask us how long users will wait for pages to download.