Exploring Essential Features for Non-Tech Users: Uncovering Demands in a Solution

Exploration of Council Discussion: Key Topics: Unveiling Essential Features in a Non-Tech Solution

Regardless of whether you're part of a tech-solutions company or an in-house dev team, it's crucial to keep in mind that while you're the guru of "how," the end-users you're designing for are the pros at "what" and "why." Prior to starting any project, it's crucial to dig deep and find out the exact problem(s) the end-users want you to solve.

This task can be challenging when dealing with individuals who aren't tech-savvy. It's your job as the expert to help them pinpoint and articulate their issues. Below, members of Our Website Technology Council discuss the top topics they're interested in and the direct questions they ask when building services for non-tech specialists:

1. Current Workarounds And Manual Fixes

My suggestion is, "Take me through your current process step by step, including workarounds and manual fixes." This walkthrough reveals the actual problems, unofficial workflows, and hidden requirements that formal specifications often miss. It helps me distinguish what users actually do versus what they say they do, leading to solutions that address real issues instead of assumed ones. - Bhushan Parikh, Get Digital Velocity, LLC

2. Current Bottlenecks

An essential question for us is, "Where are your current bottlenecks?" We develop AI solutions for companies, and most clients are seeking ways to implement AI in some capacity. The best strategy for us is to help them identify their bottlenecks at the moment—whether or not they involve AI. This problem-focused approach removes the tech barrier and brings the problem down to the operational level. - Peter Benei, Intercept Scale

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3. Current Users

We ask, "Who are your users, and do you aim to enhance their abilities or automate their tasks? If enhancing, what superior skills will the solution provide to make users superusers? If automating, will the solution replace humans (like a robotaxi) or reduce human involvement (like an advanced driving assistant)?" These questions bridge the gap between technical possibilities and users' practical needs. - Serge Haziyev, SoftServe Inc.

4. Specific Business Problems

A fundamental requirement for creating impactful solutions is asking, "What specific business problems are you encountering, and how do they manifest in your interaction with existing systems?" This question uncovers both strategic objectives and practical challenges. By addressing insights, solutions can solve real issues, align with business goals, and boost the user experience. - Cristian Munoz, Mercado Livre

5. Their Ideal Workflow

I suggest, "If this solution magically worked flawlessly tomorrow, what would your day look like?" This unique question encourages clients to imagine their ideal workflow, revealing expectations, priorities, and pain points. It bridges the gap between abstract needs and practical implementation, helping to design a solution that aligns perfectly with their goals and daily tasks. - Mammon Baloch, Starlight Retail Inc.

6. Success Criteria

The question, "How do you determine the success criteria for this solution?" brings out the "why" behind the requirements, which is usually the true need. As the real gaps in need emerge, it also helps solidify the real, tangible value that the solution will bring to the business. A well-informed gap versus value comparison is vital for increasing the likelihood of success. - Ramendra (Ram) Singh, Night Market (Horizon Media)

7. End Users’ Biggest Challenge

I inquire, "What's the biggest challenge your end user is currently facing?" This question helps me uncover the "job to be done" by focusing on the core problem. It's insightful because it shifts the conversation from assumptions about solutions to understanding the real needs driving demand, ensuring a more impactful outcome. - Rick Kelly, Fuel Cycle

8. How They’ll Measure Success

A question I ask non-tech clients is, "What issue are you looking to resolve, and how will you measure success?" This is insightful because it focuses on understanding the client's underlying needs, not just the technical solution. Framing the conversation around outcomes and success metrics ensures we align the technology with their real goals and drives better results. - Dax Grant, Global Transform

9. Processes That Could Be Automated

It's helpful to ask, "If you could automate any process impacting your workflow, which one would it be, and what issues would this address?" Automated technology is crucial in creating efficiencies, reducing decision fatigue, and maximizing ROI. Identify regions of improvement and recommend practical solutions that match strategic company goals. - Brad Smith, Paycom

10. Desired Benefits

“With this new solution deployed and functioning effectively, what benefits have it provided to you and your team?” Stakeholders often have varying ideas of what a successful solution looks like. This question helps us grasp what success looks like when the project is completed. - Robert Martin, Oil City Iron Works, Inc.

11. The Scale, Frequency And Impact Of The Problem

Understanding the scale, frequency, and impact of the problem is essential for determining the kind of solution to build. This is crucial for defining the priority of the problem, identifying the potential set of solutions to resolve it, and comprehending the workflow required to address the issue completely. - Satnam Singh, CBRE

12. Previous Attempts At A Solution

I like to pose a straightforward question: "Why hasn't this issue been handled before now?" If the customer is well-informed about the issue, it's likely they've tried solving it before but weren't successful. To guarantee the achievement of your project, it's essential to comprehend why earlier solutions didn't work. This information aids in avoiding repetition of mistakes and devising a more effective, custom approach. - Darko Pavic, Fiscal Solutions

13. Past Feedback and Criticisms

When speaking about this issue, we should ask, "What feedback or complaints have you received about it?" This brings up previous complaints, revealing areas that the client might have overlooked. This ensures the solution aligns not only with internal goals, but also with user expectations. - Jagadish Gokavarapu, Wissen Infotech

14. '5 Whys'

Once a potential solution has been suggested, it's beneficial to investigate whether it's the correct one by investigating the "5 Whys." If the solution was proposed to boost revenue, ask, "Why will this solution increase revenue?" If the response is, "Because it'll be easier for customers to check out," ask why checkout is currently difficult. Asking follow-up questions five times often leads to the actual root cause, which can be solved more simply. - Luke Wallace, Bottle Rocket

15. What Would Satisfy Their Customers

I always inquire, "What could make your customers happy?" If your customers are businesses, ask, "What would make their customers happy?" These questions lead to deeper, more introspective discussions and may even prompt customers to revise their business plans or reposition themselves in the market. - Syam Adusumilli, GroundGame Health

16. Primary Users of the Solution

"Which individuals will spend the most time with the solution?" Department heads, purchasing managers, or IT specialists often serve as intermediaries between end users and technical implementers. Determining the primary user might allow you to gather their insights and feedback from the person most likely to encounter all the issues and frustrations. - Kevin Korte, Univention

17. Usage Frequency and Context

I would inquire, "How frequently will you or your team use this solution, and in which situations?" This helps you grasp usage patterns and aids in ensuring the solution is practical and aligns with operational needs. - Manasi Sharma, Microsoft

18. Required Customization and Flexibility

My first question is, "What level of customization and flexibility do you demand?" This aids in estimating the project's complexity and the necessary development and maintenance effort. Another important question is, "How would you like to handle future changes or evolving business processes?" By understanding these details, we can establish realistic expectations, allocate resources, prioritize features, and minimize risks. - Sarath Babu Yalavarthi, AT&T

19. Typical Daily Routine

"Could you describe a typical day or week and highlight the specific challenges you face that technology could alleviate?" By understanding your daily challenges, we can tailor our solution to meet your exact needs. This ensures we're not just constructing a product, but a solution that truly transforms your business. - Brian Sathianathan, Iterate.ai

20. Primary Concerns

I ask, "What issues prevent you from sleeping at night in relation to this area?" This question goes directly to the heart of your concerns, revealing the pain points you might not initially consider. It grants us a deeper understanding of the situation, ensuring we develop a solution that addresses your most pressing needs. - Katerina Axelsson, Tastry

To become a member of the Forbes Technology Council, you need to qualify based on your status as a top-tier CIO, CTO, or technology leader. You can find more information about joining this esteemed community on their website.

When working with clients who are non-tech specialists, it can be helpful to ask them what processes they would like to automate if they could, as this can help identify areas that require technological improvement and maximize ROI. - Brad Smith, Paycom