Step 3 - digging deeper
Once the discovery questions are defined it can be helpful to also prepare a small number of broad open-ended questions for each touchpoint that dig deeper into experiences and emotions at certain touchpoints in the care or support journey. These types of questions should normally emerge from and be led by the conversation, but we can prepare a few of these questions ahead of the conversation just in case they are needed as a prompt. Digging deeper helps us to gain a better understanding of the emotions and context behind how these points have been experienced.
Example 'digging deeper' questions
- What were your first impressions?
- How did that make you feel?
- What did that feel like?
- What were your thoughts?
- What was important to you about that?
- Can you tell me more about...?
In addition, there are times during a discovery conversation when it is necessary to clarify details or certain facts to understand more about the experience. In doing this it would be acceptable to use a small number of close-ended questions. This type of question often starts with; who, what, when, why, and how, for example, ‘who was it that said that?’.
Some useful tips:
- Listen more than you talk. Use the 80/20 rule, where the person should be speaking at least 80% of the time and you only 20%.
- Leave silences and pauses.
- to allow the person to think about what they want to say. Avoid filling silences too quickly to allow people who need to reflect the time to consider their response.
- Follow the person’s lead. Let the person lead the conversation, and only carefully prompt them with open questions when you feel you need to help them continue telling their experiences of the care or support journey you have introduced.
- Try not to make assumptions that you know how the person feels or what they are trying to say.
Example conversation plan with digging deeper questions