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I try to ask as much about what the user does instead of what the user might want. For instance, if I'm trying to improve a user's workflow, I'll ask: clarify what the user is trying to accomplish what is the current workflow? what is the hardest/most annoying/time-consuming part of the workflow? what are the users current hacks to get around the ...


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This is my checklist I have in a doc and occasionally review (normally after something goes wrong). I find over time you internalise these questions and they just 'pop up' at the right time but in the beginning I kept them with me most of the time. When something goes wrong I do a review and normally come up with a question. Some of these will obviously ...



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