Conducting User Interviews: A Step-by-Step Guide

1. Define objectives: Clearly outline what you aim to learn from the interviews, identifying key questions that will guide the discussion.

2. Choose participants: Select a diverse group of users who represent your target audience to gain varied insights. Create an interview guide: Develop a structured set of questions based on your objectives, ensuring they are open-ended to encourage detailed responses. Prepare for the interview: Familiarize yourself with the background of each participant and set up the necessary technology to facilitate a smooth conversation. Conduct the interview: During the session, listen actively and allow participants to share their experiences without interruption, while also probing deeper into interesting points that arise. Follow up: After the interview, send a thank-you note to participants and consider sharing key findings or next steps, which can foster goodwill and encourage future engagement.

Introduction

• Conducting interviews with real users provides valuable insights into user needs.

• The interview process helps connect individual pain points to form a comprehensive understanding for product improvement.

Step 1: Meeting the Participant

• The primary goal is to make participants feel relaxed and at ease.

Tips for Building Rapport:

• Establish a professional yet friendly interaction.

  • Start with light conversation (e.g., "How's your day going?").

  • Thank the participant for their time and contributions, making them feel valued.

• Review any necessary legal details before starting the interview.

  • Present consent forms for audio recordings.

  • Verify participants are above 18 or have parental/guardian permission.

• Gather basic details relevant to the interview.

  • Ask about their name and demographic information.

• Start with easy-to-answer questions to boost confidence.

• Assure participants there are no right or wrong answers to encourage comfort and honesty.

Step 2: Conducting the Interview

• Follow interview etiquette.

  • Speak clearly and concisely.

  • Maintain professionalism, regardless of user responses.

• Ask open-ended questions to gain deeper insights.

  • Avoid yes/no questions that limit user responses.

  • Use "why" or "what" to encourage detailed answers.

    • Example: Instead of "Do you like online shopping?", ask "What do you like and dislike about online shopping?".

• Ask follow-up questions based on the participant's initial responses.

Step 3: Taking Notes During the Interview

• Note-taking is crucial to remember specifics of the conversation.

• In professional settings, roles may be divided between a moderator and a note-taker.

Key Elements to Document:

• Compelling quotes: Highlight interesting quotes that reveal user thoughts and feelings.

  • These quotes can be used in empathy maps and user testimonies.

• Observations about participants: Document mood, expressions, body language, and behaviors.

  • These observations provide context for empathy maps.

• Consider recording interviews (with permission).

  • Recordings are helpful for revisiting parts of the interview and taking additional notes later.

  • Always obtain the participant's consent before recording.

Step 4: Wrapping Up the Interview

• End the interview strongly, ensuring participants feel valued.

Steps for a Positive Conclusion:

• Give participants a chance to share any final thoughts.

  • Ask if they have any new points to add.

  • Some participants may reveal significant insights at this stage.

• Thank the participant again for their time.

  • Express appreciation for their participation.

  • Offer a warm goodbye.

• Provide any incentives offered for participation.

Conclusion

• Following these steps increases the likelihood of a smooth and successful interview.