Don't answer the first question

In my work on Perfetto, a performance debugging tool, one question I get often is: “how do I split a Perfetto trace into multiple files?” Instead of answering directly, I say: “there isn’t an easy way to do that, but what’s leading you to collect traces large enough to want to split?” This is one of my golden rules at work. When a user asks me something “weird”: don’t answer the first version of the question. On the surface this might appear like I’m talking about the XY problem, but that stops one step short. It treats the user’s stated question as a puzzle to decode: figure out what they really meant, answer that, move on. I think we can go much further. Instead, the confusion that produced the wrong question is itself an opening, and the conversation it sparks is valuable to both sides. The user walks away with a better mental model of the tool. I walk away with a clearer picture of where the product confuses people. And sometimes, between us, we figure out that the product itself…