Ben Jones

Test assumptions and inferences — When you assume something, you take for granted that it is true without verifying it.

…ng you closer to the root cause. There are a number of techniques you can use for asking questions. One technique that we reference at Intuit is the 5 Whys process. When using this process, you iteratively ask ‘Why’ after each answer, with the intuition being that…

Ask about past behaviors, as opposed to hypotheticals. Not “what would you pay for this?” or “would you buy this?”, but rather “have you used this thing in the past?” “what did you pay for it?”. Ask about the emotions and the “whys” behind things to really get those deep insights.