[travisjungroth]

The "Why?" questions are a bit different. Usually they take you to another problem versus telling you about the problem at hand. In its worst form, because it's such a simple technique, you can get quite lazy about it.

If you start with "The website is slow.", the Why? questions might take you to "Why is speed important to our users?"

Maybe before you jump off the original problem so quick, it's good to understand it. "Who said that? Are they talking about latency or speed? Is it the time to the beginning of the response or the completion or something in between? What browser and internet were they on? How fast is the website?"