Have a look at some of the tools from IDEO, or search for "human centred design" or "design thinking". From the exposure I have had, you'll want to ask open qu

Have a look at some of the tools from IDEO, or search for "human centred design" or "design thinking". From the exposure I have had, you'll want to ask open questions "how might we...",. "what if..." Workshops can be a group adding painpoints on post-it notes and then distilling them by grouping or allocating vote points. Solutions can involve lofi prototyping (paper), produced by the users. There's a lot of interesting tools. It takes longer and the premise is you'll spend less time reworking designs and have more stakeholder buyin, because you will use empathy.