Nailing customer requirements

If you want to do your client justice, approach gathering customer requirements as a full contact sport. Your job is to tackle initial proposed solutions with "why" after "why" until you clearly understand what your client is ultimately trying to accomplish.

Each layer of "why" you peel away will create an additional layer of flexibility for designing the appropriate solution.

Here is an example I refer to as "build me a ladder" that demonstrates the point: 

Build me a ladder

If a customer asks you to build them a ladder, ask them what they need the ladder for.  If it turns out they need a ladder because they need something to sell in their ladder store, then you know that your solution has the constraint of "it must be a ladder". 

However, if it turns the ladder is needed because there is a shelf the client wants access to, you have another level of options you can work with.

I need to reach that high shelf

Once you understand that your customer needs to reach a certain shelf, ask them why they need to reach that shelf.  If it turns out they are entering a shelf reaching contest, then you know that your solution has the constraint of "it must enable the client to reach that high shelf".  Among a number of things, you can suggest a stepping stool, stilts, a trampoline, or super-high high heels. 

However, if it turns out that reaching the shelf is needed to access a specific book, you have another level of options you can work with.

 

Get me that book

Once you understand that your customer needs access to a specific book, ask them why they need that book.  If it turns out the book is due at the library, then you know that your solution has the constraint of accessing that particular book.  Among a number of things, you can suggest putting the book on a shelf the client can reach without assistance or hiring a tall assistant. 

However, if it turns out that they need to be able to read a specific passage in the book, you have another level of options you can work with.

 

This peeling away can go on for some time.  As you dig further down, more options will become available for designing the optimal solution for your client.