2.3 Run user interviews

Switch out of normal work mode and become a curious researcher.

Let go of what you think you know about your users. Inquire more deeply than usual into their experience of being them.

Use the linked resources to help you with each step.

🛠️ Tools

A video calling tool like Zoom or MS Teams

Note taking tool like MS Word or Google Docs

🧍🏿 Solo or collaborate 👫?

You can do all of this solo but it helps to have someone to discuss interview questions with and someone to take notes during the interviews.

👣 5 Steps

1. Call or send reminder emails or texts to participants

This reduces drop-out rates and helps people feel comfortable and more relaxed when they join the interview.

It also gives people an easier chance to say if they need to rearrange or cancel their interview.

Do this 24-48 hours in advance of their interview. Or do it at the start of the week. Friday is not a good day to do this.

2. Run your first interview

"Running a good interview is less about following specific rules than it is about being a certain kind of person for the duration of the interview. The apprentice model is a good starting point for how to behave." - Contextual Design, Hugh Beyer and Karen Holtzblatt

Turn on your curious brain. Get ready to act like your participant is the master and you are the apprentice.

Smile 🙂 because it helps people relax.

Follow the script. Tell the participant you want to learn from them.

Ask your questions. Take your time. Allow them time to think about each question. Don’t be afraid of short silences.

Listen earnestly.

Make them feel heard. Engage, make frequent eye contact, nod, acknowledge their answers.

Move them on to the next question if they become repetitive or get side-tracked.

Prioritise the questions you marked as important if you run short on time. It’s ok if you don’t manage to ask all your less important questions.

👬 10 top tips for interviewing (slides 24-45)

🔗🔗 Practical ways to build rapport in user interviews.

3. Review your first interview

Ask yourself what went well and what could have been better.

Remove or merge repetitive questions.

Tweak the question order if their flow didn’t work. Do this only a little.

Tweak the script where it needs it.

4. Run the rest of your interviews

Repeat step 2.

Repeat step 3 if you need to review again.

5. Send a thankyou email or text

Let your participants know that you appreciate their time and effort in helping you.