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Setup · Question guide
Why this exists
The questions were the problem
University of Toronto · Capstone
During my capstone project at the University of Toronto, my team was researching why students were not using UofT Mobile, an app that put the university's links and tools in one place. We asked the obvious questions. Which links do you open? How often? What tasks are you trying to finish?
The answers were fine. They were also stuck at the surface. They told us how students used the app, but never why they would come back to it. So we changed the questions. Instead of asking about links, we asked: what does UofT mean to you? When do you feel connected to it? Do you feel like you belong here?
The whole conversation changed. Tasks became feelings, app usage became student identity, and suddenly we were learning things worth acting on. Same study, same students. Only the questions were different.
The lesson
Better questions create better conversations.
People have deeper stories to share. Our questions just fail to open the right door. ProbeRoom is the practice space for finding it before you are in the room with a real person.