The Human-Centered Approach to Discovery

At the core of effective discovery work lies the importance of coaching when gathering requirements. Over time, I’ve realized that meaningful insights rarely emerge from rigid templates or formal interviews; instead, they arise through genuine conversations where people feel supported enough to pause, think deeply, and express what they need.

Often, an initial request such as “We need a dashboard,” or “Can you shorten this workflow?” uncovers more fundamental issues like decision-making, team alignment, confidence, or communication barriers. By approaching discovery with a coaching mindset, we can reveal these underlying concerns rather than just addressing superficial symptoms. If you’ve ever experienced a discovery session that seemed more like coaching than interviewing, you’ll recognize the value of intentionally cultivating this dynamic.

Reflecting on my recent years of interviews, I’ve noticed a shift, they increasingly resemble coaching sessions. Initially, I thought I was merely “collecting requirements,” but over time, it became clear I was guiding people in clarifying their actual needs. Rather than just recording their requests, I was facilitating their thinking.

In early design meetings, users typically begin with basic asks: “We want a dashboard,” “Can you make this workflow shorter,” “Can we have a button that does X?” These are useful starting points, but they seldom tell the whole story. When I consciously adopt a coaching approach, slowing down, listening attentively, and posing thoughtful questions, the dialogue changes dramatically. At that moment, our focus shifts beyond the user interface into deeper topics: friction, decision-making processes, confidence, accountability, ambiguity, and the human elements hidden beneath feature requests.

Many professionals who have spent decades in their roles rarely get the chance to reflect on the patterns shaping their daily work. So, when I ask something as straightforward as, “What’s the hardest part about planning next season?” the answer often reveals gaps and bottlenecks behind the scenes, rather than issues with the software itself. These stories simply don’t surface during standard meetings.

Uncovering Deeper Insights through Curiosity and Coaching

Curiosity allows us to explore areas untouched by process charts and requirement documents. Prioritizing the individual over the process exposes context that’s invisible on paper, like emotional burden, workplace politics, quiet worries, workarounds, and shared tribal knowledge. Coaching fosters an environment where all these factors come to light, transforming them into valuable material for design decisions.

I used to think the better I got at systems, the less I’d need to do this. But it turned out the opposite is true. The better the system, the more human the conversations become. Coaching is almost like a bridge, helping people cross from “I think I need this feature” to “Here’s what I’m actually trying to solve.”

Active Listening and Guided Curiosity

Active listening forms the core of my approach, ensuring I deeply understand not just participants’ words but the meaning behind them. I reflect statements back — such as, “So it sounds like the challenge isn’t entering the data, it’s aligning on which data to trust, right?” — to confirm genuine understanding. This often transforms technical discussions into conversations about alignment, ownership, or governance.

A key tool is the “Five Whys” technique, which I use as a guide for curiosity rather than a rigid checklist. If someone requests better notifications, I’ll probe: “Why is that important?” and follow with questions like, “Why is it hard to notice things right now?” or, “What happens when you miss something?” By the fourth or fifth ‘why,’ the conversation surfaces underlying factors such as workload, confidence, or fear of missing out, revealing emotional and operational triggers beneath the initial request.

In workplaces, these deeper issues often connect to organizational culture. For example, a request for faster workflows sometimes indicates a real need for predictability or reduced chaos, rooted in communication or authority structures rather than the system itself. Recognizing these patterns enables more effective design decisions by addressing root causes instead of just symptoms.

Intentional silence is another valuable technique. After asking a question, I resist filling the pause, giving participants space to think and speak freely. This silence often prompts unfiltered insights, especially when someone is on the verge of articulating something new. Allowing this space helps participants trust and own their insights, leading to more meaningful outcomes.

Future-Focused Exploration and Empowering Language

I also employ future-anchoring questions like, “Imagine it’s six months after launch — what does success look like for you?” or, “If the system made your job easier in one specific way, what would that be?” These help participants shift from immediate concerns to aspirational thinking, revealing priorities such as autonomy or coordination that guide design principles.

Tone and language are critical for psychological safety. I aim to make discovery feel inviting, often assuring participants, “There’s no wrong answer here,” or encouraging them to think out loud. When people use absolutes — “We always have to redo this,” “No one ever gives us the right information” — it signals where they feel stuck. I gently challenge these constraints by asking, “What might need to change for that to be different?” This opens possibilities and helps distinguish between real and internalized limitations. Coaching-based discovery is key to uncovering and addressing these constraints for lasting change.

Reflections and Takeaways

Coaching Tools as Foundational Practice

Initially, I viewed coaching tools as separate from implementation work, and more of an optional soft skill than a crucial element. Over time, my outlook changed: I saw these tools as fundamental to successful outcomes. I noticed that the best results happened when participants truly took ownership of the insights we discovered together. That sense of ownership was strongest when the understanding came from them, even with my guidance. Insights gained this way tend to last longer and have a greater impact.

My approach to discovery has evolved significantly over time. Initially, I viewed discovery as a process focused on extracting insights from users. More recently, it has transitioned into facilitating users’ own self-discovery, enabling them to articulate intuitions and knowledge that may have previously been unexpressed. This progression from a transactional checklist to a collaborative and transformative meaning-making practice has had a substantial impact on my design methodology.

Efficiency through Early Alignment and Clarity

Contrary to prevailing assumptions, coaching-based discovery does not impede project timelines. Although it demands greater initial investment of time, the resulting enhanced alignment and mutual understanding often expedite progress. Early engagement in substantive discussions enables teams to minimize rework, clarify decision-making processes, and avoid misinterpretations, which can ultimately result in projects being completed ahead of schedule due to unified objectives.

Efficiency is driven by clarity. When users feel acknowledged and their perspectives are incorporated, their level of engagement and willingness to collaborate increases. The trust established during these interactions persists throughout testing, feedback, and rollout stages, mitigating many subsequent problems that typically occur when user requirements are not considered from the outset.

Strong Implementation Questions Are Strong Coaching Questions

At their core, effective implementation questions are essentially strong coaching questions. These are fuelled by curiosity, maintain a non-judgmental tone, and aim to empower others. Instead of guiding someone toward a set answer, such questions encourage individuals to uncover their own insights about the work.

Regardless of the type of discovery — be it design, implementation, or workflow — insight comes from those directly involved. Coaching goes beyond mere technique; it represents a mindset based on the belief that people already hold valuable wisdom. The coach’s job is to help draw out this knowledge, using thoughtful questions.

A key moment in coaching-based discovery happens when someone has a sudden realization, saying things like, “I’ve never thought about it that way,” or “Now I understand why this keeps happening.” These moments are where improvements in design and implementation begin.

Such realizations act as anchors throughout a project. When team members shift their understanding, these breakthroughs can be revisited during times of complexity or tough decisions, providing direction as a “north star” to keep teams aligned.

Coaching is not just a resource, it should be demonstrated in everyday interactions. As teams experience its benefits, they often adopt coaching practices with each other, leading to genuine transformation that extends past individual projects and influences wider workplace culture.

Ultimately, the real value of this work lies not just in the solutions themselves, but in the conversations that reshape how people engage with their work.