working notes / 01
find the real friction.
The most interesting part of a product brief is often the workaround it leaves out.
watch the handoff
Ask someone to walk through the last time the work got stuck. Where did they leave one tool, open another, or ask a person to remember something? That crossing is often a more useful starting point than a feature request.
name the cost
A slow step and an uncertain step are different problems. One asks for speed; the other asks for a clearer record, a visible owner, or a decision that can be checked. Write down what the workaround protects before replacing it.
make the question small enough
Instead of asking what the platform should do, ask what someone needs to know before their next action. Sketch that moment. Put the sketch beside the existing workflow. Keep the awkward details in view.