How we run conversations
We follow a simple discovery method: ask about real recent cases, keep asking why, and let each answer tell us who to speak with next.
Our steps
- Ask permission before taking notes or recording.
- Ask about the last real case, not what might happen.
- Ask why several times to get from the symptom to the cause, the workaround, the stakes and the real need.
- Write down every term we do not understand and look it up.
- End by asking who else we should speak with.
Core questions
- Can you walk us through a recent example where a customer needed support?
- How was the need identified, and what happened next?
- Where was the process difficult, slow or incomplete?
- What information was available, and what was missing?
- What would have helped you achieve a better outcome?
Questions by group
Customer and hardship teams
- How much warning would let staff act?
- How many extra cases could staff handle?
- What help is unavailable even when needed?
- How do you check contact is safe?
- Where can cases get lost between teams?
Data and integration experts
- How old is the data when staff see it?
- Which records are hardest to match?
- How could we check who our alerts miss?
- What should we compare our tool against?
Trial and commercial experts
- Which customer group should we test first?
- Who must approve a trial?
- What benefit would justify paying for this?
- Which outcome would show customers benefited?
- What would make you stop a trial?
A project developed through GreenTech Hub's GreenSpark innovation program, Perth, 15 to 30 October 2026.
Team Connect is an independent student and early-career team. Organisations named on these pages are referenced from public sources or our own conversations; naming them does not mean they endorse, partner with or have reviewed this project.
Last updated: 17 October 2026