How to get better answers from asking better questions

UX Camp Brighton 2016 I #UXCB16

Chris How I @chrishow

How to get better answers from asking better questions

Icon created by Rico Reinhold from Noun Project

In this session I’m going to give practical tips to answer (with your help):

1.What makes a good question? 2.How can I get better answers from my questions? 3.How can I get better at asking questions?


If I had an hour to solve a problem and my life depended on it, I would use the first 55 minutes to determine the proper questions to ask.

Albert Einstein

Judge a man by his questions rather than by his answers.

Voltaire

The answers you get depend on the questions you ask.

Thomas S. Kuhn

What makes a good question? Eight factors to consider


A good question ?Icon created by Rico Reinhold from Noun Project

ends in a question mark

1/8

?t i p

Icon created by Till Teenck from Noun Project

Check your facilitation guide / survey / interview questions to make sure they start with or include either a:

Why, How, Where, Who, What, When.

You might be amazed how often this isn’t the case.


has a purpose2/8

?t i p


Write a statement for the purpose of the research. Review your questions against it.

For each question make a note on why you are asking it. If you don’t know why you are asking a question delete it.

Highlight your most essential question(s) to spend more time to probe in depth.


gives insight that is actionable

3/8

?t i p


It’s easy to take up too much time enjoying a chat. Remember why you are there. Spend your time getting answers that inform your thinking on the project.

Don’t ask interviewees for design solutions. Rather understand their problems that your design should solve.


opens up a conversation

4/8

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Spot and edit question types that limit answers.

Re-phase if not intentional: - Closed questions e.g. Do you like drinking

tea in the morning? What was the last book you read?

- Close-ended questions e.g. Do you prefer tea or coffee?


is neutral and free of bias

5/8

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Spot and edit question types that limit answers.

Re-write to remove bias: - Leading e.g. Would you agree . . ? Do you

think . . .? - Charged words e.g. Tell me what you think of

our exciting new design?’


is interesting6/8

?t i p


As you have to listen to multiple people respond to the same questions make sure they are interesting to ask and to answer.

Look out for changes in body language that indicate engagement or boredom with the question.

If an interviewee says ‘that’s a good question’ take note and re-use in other projects.


is short7/8

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Ask one thing at a time. Short questions are easier to listen to and understand (and analyse).

Review your questions to look out for:

- ands (avoid compound sentences) - commas (avoid subordinate clauses) - questions with more than 12 words


can be answered8/8

?t i p


Questions should help you learn not show off. Don’t make interviewees feel stupid. Be careful of jargon (client, sector, UX & digital words).

Ask questions based on the interviewees experiences and behaviours. Avoid asking for conjecture or future predictions. ‘What do you do’ over ‘what would you do’.

Get people to show you rather than tell you.

How can I get better answers from my questions? My five top tips


?t i p


Listen and observe more than you talk. Use the power of silence.

1/5 How can I get better answers from my questions?

?t i p


Be aware of moderation bias. Avoid prompting, leading and confirming.


?t i p


Ask fewer questions but go deeper. Use the five whys.


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Know your killer question and when to ask it.


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Empower the interviewee. Unlock insight through interest and empathy.


How can I get better at asking questions? My five top tips


?t i p


Do more of it. Improvement comes with practice and reflection.

1/5 How can I get better at asking questions?

?t i p


Listen back critically to session recordings of yourself. However experienced you are you’ll find things to improve upon.


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After each project reflect on which questions gave the best insight and why. Keep an ongoing list, iterate and re-use good questions.


?t i p


Find time to watch other practitioners in action. Live or recorded. Experienced colleagues and those starting out.


?t i p


Stretch yourself. Build your toolkit by asking a new question or trying a new activity in your next project.


UX Camp Brighton 2016 I #UXCB16

Chris How I @chrishow

Thanks for listening Any questions?


Design

How to get better answers from asking better questions