The fastest way to learn whether a problem is real is to talk to the people who have it. But how you ask matters enormously. Bad questions get polite, misleading answers. Good questions reveal what people actually do. This skill appears in product and analyst job adverts as user research or requirements gathering, and you can practise it anywhere.
Ask about the past, not the future
People are poor at predicting their own behaviour and kind enough to say what you want to hear. Compare:
- Weak: "Would you use an app to save money every day?" Most people will politely say yes.
- Strong: "Tell me about the last time you saved money. How did you do it? What went wrong?"
The strong version gives you facts about real events. Past behaviour is the best guide to future behaviour.
Do not pitch your idea
Once you describe your solution, people start reacting to it instead of telling you about their lives. Keep your idea to yourself until the end, if you share it at all.
Useful questions
- "Walk me through how you do this today."
- "When did this last happen? What did you do next?"
- "What is the hardest part?"
- "What have you tried to fix it? Why did you stop?"
- "How much time or money does it cost you?"
Then keep asking "why?" and "can you tell me more?" Silence is fine; people often add the most useful detail after a pause.