Why you shouldn't answer the first version of a user's question

Summary

The article discusses a communication and problem-solving approach where instead of directly answering a user's surface-level question (especially "weird" ones), one should probe deeper to understand the underlying confusion or need. Using the example of users asking how to split Perfetto traces, the author explains that the wrong question reveals gaps in the user's mental model, and engaging with that confusion leads to better understanding for both parties and can even highlight product improvements. This goes beyond the XY problem by treating the confusion as a valuable conversation starter rather than just a puzzle to decode.