Module 2.2

Summary

In this session, the speaker shares insightful tips on conducting user interviews based on personal experience. The key goals of user interviews are to understand the user’s situation, validate hypotheses, uncover core problems, and understand user behavior and expectations. Tips include creating a relaxed environment, asking open-ended and non-assumptive questions, and using follow-up questions to probe deeper. Recording interviews for reference and not comparing results with other respondents are also emphasized to ensure unbiased insights. Overall, the session highlights the importance of a friendly, engaging, and structured approach to user interviews.

Takeaways

• 😀 Preparation is key: Create a comfortable environment for the user, such as offering drinks or snacks, to make the interview session more relaxed.
• 😀 Focus on creating a conversational tone: User interviews should feel like casual conversations, not interrogations, to encourage openness and genuine responses.
• 😀 Open-ended questions are essential: Ask questions that require detailed answers rather than simple yes/no responses to gather deeper insights.
• 😀 Avoid assumptions: Don’t ask questions that lead the user toward a particular answer; let them share their own experiences without bias.
• 😀 Probing is crucial: Use follow-up questions to dig deeper into the user’s experiences and uncover important details.
• 😀 Record the interview: With the user’s consent, record the session for accurate documentation and to revisit key points that may have been missed.
• 😀 Don't compare between respondents: Avoid referencing answers from other users, as it may create biases and influence the interviewee’s responses.
• 😀 Understand the user’s behavior and expectations: The goal is to uncover both the user's frustrations and their ideal solutions to issues they face.
• 😀 Dig into the root cause: Use the interview to explore underlying problems the user may not directly express, helping you understand the real challenges.
• 😀 Be neutral and relaxed: Maintain a calm and neutral attitude throughout the interview to keep the user at ease and ensure candid responses.

Q & A

What is the main goal of conducting user interviews?

The main goal is to understand the user's situation, validate hypotheses, find the root cause of problems, and understand the user's behavior and expectations.

Why is it important to prepare before conducting a user interview?

Preparation helps ensure that the user feels comfortable and open during the interview. Creating a relaxed and friendly environment is key to gaining valuable insights.

How can you make a user feel comfortable during the interview?

You can offer drinks or snacks, ask casual questions about their preferences, and create a relaxed atmosphere, such as choosing a suitable location or time for the interview.

What is the best approach to asking questions during a user interview?

The best approach is to ask open-ended questions that encourage users to share their experiences in detail. Avoid yes/no questions to prevent limiting the conversation.

Why should you avoid making assumptions during the interview?

Making assumptions can bias the conversation and lead to inaccurate conclusions. It's important to approach the interview with an open mind and curiosity.

What should you do if a user offers an answer that you don't understand or need more detail on?

You should ask follow-up questions to probe deeper into the user's experience. For example, ask about specific steps, actions, or feelings to get a clearer understanding.

How can you encourage users to share their personal experiences without leading them?

Ask neutral, non-directive questions like 'Can you tell me more about your experience with X?' or 'What was challenging about this process for you?' to let the user speak freely.

Why is it important to record the interview sessions?

Recording the session ensures that all details are captured accurately and allows you to review the conversation later, helping you avoid missing important information or insights.

What types of questions should you avoid when conducting user interviews?

Avoid asking questions that lead the user toward a specific answer, such as 'Don't you think X is difficult?' Instead, ask open-ended questions that allow the user to express their true thoughts.

What are some effective follow-up questions you can ask in a user interview?

Effective follow-up questions include asking about specific challenges the user encountered, how they solved problems, and what their ideal solution would look like. For example, 'What did you do when you encountered this issue?' or 'What would an ideal solution look like to you?'