Free template: discovery question list

Print this page (use your browser's print option) or copy it into your own document. It pairs with the "what did you do last week" interview, which explains how to ask these.

Leave space after each question. Write what the person says in their own words, plus how long it takes and how often.

Before the conversation

• The owner has told the staff who you are and why you're there
• You know the person's role and what they're responsible for
• You asked permission to take notes
• You set aside 20 to 30 minutes with no interruptions
• You have last week's calendar, inbox, or order list nearby, if they're okay with it

The ten questions

Write notes under each.

1. Walk me through last Tuesday, from when you got in.

1. What did you do last week that you did more than twice?

1. What did you do that you wish you hadn't had to?

1. Where did you copy something from one place to another?

1. What did you have to look up, or go ask someone for?

1. What did a customer ask you more than once?

1. What fell through the cracks, or almost did?

1. What does only one person here know how to do?

1. What did you put off this week, and why?

1. If one annoying thing disappeared tomorrow, which would you pick?

Follow-ups to use all day

Use these after almost any answer.

• How long does that take?
• How often does it happen?
• Can you show me?
• What happens if it goes wrong?
• Who else is involved?

After the conversation

• Write the problems as plain sentences within the hour
• Include the person's name, the time it takes, and how often
• Note anything you saw that they didn't mention
• Thank them. They gave you time they could have used elsewhere.
• Don't promise a fix

When you've talked to three or four people, put the problems on the ranking worksheet.