Calibrated Questions: FBI Tactics for UX Design[2/3]

Imagine this: you’re deep in a UX discovery session. The client is giving vague answers, stakeholders are contradicting each other, and you’re struggling to pin down the core problem you need to solve. You feel like you’re navigating a maze blindfolded. Now, picture having a set of questions so powerful they could cut through the confusion like a laser, revealing the path forward with startling clarity. This isn’t fantasy – it’s the power of calibrated questions.

Welcome back to our series on transforming your UX design process with FBI negotiation tactics. In our previous article, we explored how active listening and mirroring can uncover hidden user needs. Today, we’re diving into the second technique calibrated questions from Chris Voss’s book “Never Split the Difference {Amazon} : Negotiating As If Your Life Depended On It”.

The art of asking: More than just gathering information

In high-stakes negotiations, asking the right questions can make all the difference. FBI negotiator Chris Voss introduces the concept of “calibrated questions” in “Never Split the Difference {Amazon} : Negotiating As If Your Life Depended On It” is a powerful tool for gathering information and influencing the direction of a conversation.

But what exactly are calibrated questions, and how can they revolutionise your UX process?

Calibrated questions: The secret weapon of discovery

Calibrated questions are carefully crafted, open-ended questions designed to gather information, encourage problem-solving, and subtly direct the conversation. They often start with “what” or “how,” avoiding “why” which can put people on the defensive.

In UX design, these questions can be your secret weapon for uncovering real user needs, aligning stakeholders, and driving innovative solutions. Let’s see how these questions play out in different UX scenarios:

Scenario 1: The discovery workshop

You’re leading a discovery workshop for a new mobile banking app. Instead of asking, “What features do you want in the app?”, you use a calibrated question:

“How would this app change the way your customers interact with their finances?”

This question prompts the stakeholders to think beyond a simple feature list and consider the app’s broader impact. One stakeholder responds:

“Well, ideally, it would make our customers feel more in control of their spending. They should be able to easily track where their money is going and make informed decisions.”

This response reveals a key user need: financial empowerment. You follow up with another calibrated question:

“What does ‘easily track’ look like in practice?”

The stakeholder elaborates: “I imagine they’d want to see their spending patterns at a glance, maybe with charts or graphs. And they should be able to set budgets and get alerts when they’re close to exceeding them.”

This exchange has uncovered specific functionality (spending visualisations, budget setting, alerts) tied directly to user needs, rather than just a list of features stakeholders think might be cool.

Scenario 2: The user interview

You’re interviewing users about their current banking habits. Instead of asking, “Do you use mobile banking?”, you use a calibrated question:

“How does mobile banking fit into your daily financial routine?”

A user, Sarah, responds: “To be honest, it doesn’t really. I’ve tried a couple of banking apps, but I always end up going back to checking my account on my laptop. It just feels safer somehow.”

This response reveals not just a behaviour (not using mobile banking) but the reasoning behind it (perceived security issues). You dig deeper:

“What would make mobile banking feel as safe as using your laptop?”

Sarah thinks for a moment: “I guess if I could see all account activity in real-time, and get instant notifications for any transactions. And maybe if there was an easy way to temporarily freeze my card if I suspect any issues.”

These insights could lead to key security features in your app design, addressing a major barrier to adoption.

Scenario 3: The stakeholder alignment meeting

You’re presenting your initial concepts to a group of stakeholders with conflicting priorities. The head of marketing wants flashy features to attract new customers, while the head of customer service is concerned about usability for older clients. Instead of asking them to choose between concepts, you use a calibrated question:

“What would create an app that’s both innovative for new customers and accessible for our existing client base?”

This question reframes the discussion from an either/or situation to a collaborative problem-solving exercise. The stakeholders begin to brainstorm:

Marketing head: “What if we had an ‘easy mode’ that simplifies the interface for users who prefer it?” Customer service head: “And we could have tooltips or guided tours for new features, so everyone can learn at their own pace.”

By using a calibrated question, you’ve shifted the conversation from conflict to cooperation, leading to more innovative and inclusive design solutions.

The impact on your UX process

By incorporating calibrated questions into your UX toolkit, you’re not just gathering requirements – you’re steering the entire design process towards more innovative, user-focused solutions. This approach leads to:

1. More meaningful insights from discovery sessions and user interviews
2. Better alignment among stakeholders with conflicting priorities
3. A clearer understanding of the ‘why’ behind user behaviours and preferences
4. More innovative solutions that address root needs rather than surface-level wants

From interrogation to innovation

Calibrated questions aren’t just for FBI agents extracting critical information. They’re powerful tools that can transform your UX design process, helping you navigate the complex terrain of user needs, stakeholder expectations, and business goals.

As you integrate these questions into your work, you’ll find yourself not just designing interfaces, but crafting experiences that truly solve user problems and meet business objectives. You’ll be innovating your way to better design, one question at a time.

Remember, like any skill, crafting effective calibrated questions takes practice. Start by replacing some of your standard interview or workshop questions with calibrated ones. Pay attention to the responses you get – you might be surprised at the depth and quality of information you uncover.

In our next and final article in this series, we’ll explore how labelling emotions can enhance your empathy mapping and conflict resolution skills. Stay tuned to learn how this powerful FBI negotiation technique can take your UX design process to the next level.

So, are you ready to question your way to better UX design? The floor is yours – go calibrate your questions and uncover insights like never before!

More FBI Tactics for UX Design

1. Active Listening and Mirroring: Uncover user needs like never before
2. Labelling Emotions: Enhance your empathy mapping and conflict resolution skills.

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