You're right about having a clear goal and how it's much more easier to achieve something if you really know what you want. Often people know very clearly what they don't want but then they don't think about what they do want.
In your example, your friend knew exactly that he doesn't want to work like that and he was stressed and busy. He probably thought that he wants to be quicker or to receive fewer tasks or extra hands. What he really wanted is an effective tool, which solved this problem for good.
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