Beginner Guide to UX Interviews

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  • To inform personas, feature ideas, design, workflow, etc.
  • To enrich a research study.
  • To collect observed behaviors and responses at the end of usability studies.
  • Follow up on what the participant says about your product.
  • Actionable items to guide product design decision
  • Fresh perceptions that challenge existing assumptions about your users
  • Equitable outcomes ~ are there any disparities within your product? (i.e. accessibility design, equity design)
  • Listening to what your users aren’t saying

How to create an interview protocol?

  • Could you tell me a little bit about your process of preparing for work?
  • Walk me through your process of [planning] ________________.
  • What have been some of the challenges you’ve faced around _________?
  • Describe an experience where _______. What did you do to __________?
  1. Do you have problems with your app?
    You’re telling the user there is a problem with the app.
  2. How fast was the green car going when it smashed the yellow car?
    You’re telling the user the green car was the one causing the accident.
  3. Do you think the website should have more content?
    If the user says yes or no … but to what? more content and more products, or more products and the same content?

RECRUITMENT

How to interact with your interviewee?

  • Introduce yourself, explain the research, let them ask questions, and get their consent if necessary.
  • Remind your user this is not a test and there are no right or wrong answers and they are helping you improve your product.
  • Let your personality shine! If you sound like a survey person, you might as well just write and send a survey.
  • You are not limited to the interview script questions. Treat your interview protocol as talking points you don’t need to follow strictly each question.
  • Follow up on what the participant says and clarify what you don’t understand; don’t interrupt ~ if you have a question quickly write the idea on a post-it note and come back to it later.
  • One of the best techniques is to restate answers “so what I hear you saying is______”
  • Acknowledge your user’s feeling by saying “You seem very passionate about _______!” or “It does sound fun, could you describe a little bit more on what that looks like?”
  • As interviewer — you should be very aware of everything and keeping track of time, the user’s energy level (adjust questions if you need to), non-verbal cues of discomfort from the user.
  • When wrapping up, let them know you want to be mindful of their time and you are open to email communication if they want to share anything more and finally thank them for their time.

Communicating Your Research

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Hi 🙋🏻‍♀️ I am a Mix-Methods Researcher at Deloitte. I’d like to share my thoughts and experiences in the field💙 Thank you so much for visiting ☺️🙏

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Karen

Karen

Hi 🙋🏻‍♀️ I am a Mix-Methods Researcher at Deloitte. I’d like to share my thoughts and experiences in the field💙 Thank you so much for visiting ☺️🙏

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