Open-ended questioning

Questions can open or close doors in stakeholder conversations. Open-ended questions can't be answered with a simple yes or no. They help uncover deeper insights and encourage meaningful dialogue. Harvard Business Review research shows that questions starting with "what" or "how" lead to more productive discussions than those beginning with "why".^[1]

Imagine asking "Do you like the new system?" versus "What's your experience with the new system?" The second question invites stories and details that might reveal unexpected insights about how people actually use government services.

Try these question starters:

• What: "What matters most about..."
• How: "How do you handle..."
• Tell me about: "Tell me about a time when..."
• Describe: "Describe your typical process for..."
• In what ways: "In what ways could..."