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User InterviewsAugust 28, 2017 at 2:12pm
Hey guys! I’m a product designer at Managed by Q and am trying to learn what is the best way to approach interviewing users as a designer. Our product team conducts at least 4 - 5 user interviews every week. We are using interviews to test future designs with InVision prototypes, validate new features, and obtain feedback about the product. I'm new to conducting and interviewing users, and I’m curious to know how other product teams approach user interviews. Some of the things I'd love to learn more about include:
- Does your team conduct user interviews? If so how frequently and for what purpose?
- What are some of the tools you use to conduct and document user feedback?
- What are some of the design tools you use to present and test designs?
- Who leads the interviews and what is your role (as a designer) in the interview?
- What do you do to prepare for the interviews?
Also wondering what books, talks, or resources out there have been helpful.
August 30, 2017 at 2:25am
@jason it really depends on the type of test and the stage of your product. What I found most useful is ran a dry-test on your prototype/survey/other-test and ask yourself what can you will be able to understand with the results. If the results of the dry-test are not convincing then maybe you're asking the wrong questions.
If you have a more specific example I might be able to help more
August 30, 2017 at 12:53pm
I agree @brandon, creating protocols/scripts and practicing with the team is something I need to work on more. Thanks!
August 31, 2017 at 2:46pm
Led one interview yesterday and shadowed another one. One thing I realized yesterday is that the mood of the interviewee impacts the quality of the feedback obtained through interviews. The customer I spoke with was very happy, was very open, and was willing to explain things in detail. On the other hand the other interview was a bit rushed, the customer was multi-tasking, and wasn't in a great mood and her answers were short and lacked depth. I did prepare a script and entered the interview with a clear understanding with what we were trying to get an insight into, which helped. But at the same time, after listening through the recording, I realized I have to practice my speaking skills, as I stutter and mumble quite a bit. I'm also working on how to best approach remaining flexible within the conversation while also guiding the conversation and knowing how to dive deeply into a particular topic.2
That is awesome! It’s important to identify areas in the conversation you want to hear more about and ask the participant elaborate further in a way that doesn’t feel confrontational and keeps the conversation flowing. One thing I try to avoid is following up on a participant’s response with “Why”. I think this makes people feel like their answer or response was incorrect. Instead I ask participants “Can you please elaborate on that”.
It also helps to set the expectation early in the interview hat there are no wrong answers and the participant’s opinions is extremely valuable to you. This is especially true if you are conducting a test and asking questions. You want to be clear that you are testing the product, not the participants themselves.
@Jason, my company actually encourage every employee read that book and plan our roadmap based on that methodology
It is not much different with what we currently do. When we see new users signed up, we will ask them what do they hire us for? I have seen patterns that the user use a few software together to run their business, and only use us for one or two particular task. Then that's an opportunity for us either sell other products related to their business, building an ecosystem to empower our user run their business all in one place or thinking about integration with other products.1
April 9, 2018 at 3:15pm
I think Michael Margolis has good and quick insights you could check to get you started:
https://library.gv.com/the-gv-research-sprint-start-recruiting-participants-day-1-8fa0bc1c8e71 from the Sprint book.
April 15, 2018 at 3:18pm
Thank you , will check out the links! Michael is great—several weeks ago our teams had several calls with him for some feedback on our research process, and they were very helpful. Doing good research is hard!
June 11, 2018 at 10:28pm
my intel an my facebook page nots work I have tv an phone with u just my intel an my facebook page nots work yet
June 12, 2018 at 4:31am
, my favorite method for remaining adaptable in a user interview is to write out an extensive script with a large number of questions divided into sections. Early questions are meant to sort out which sections are more applicable to the user I'm speaking to. For instance, I might have one section on purchasing, another on installation, then configuration, usage, maintenance/support, etc. That way the challenge is refining down to the most relevant questions for the user at hand, not making up new questions on the fly. Users' time is valuable, so being over-prepared is definitely better than being under-prepared.
June 25, 2018 at 5:49pm
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