UX Interviewing Skills

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At its core, user experience (UX) work is about understanding the people who use our products and services. Good interviewing practices are essential to doing this well.

This workshop will show you how to interview people to discover their needs, desires, and pain points. In a series of mock interviews you'll learn basic techniques, mistakes to avoid, and lightweight analysis and synthesis techniques that work well in the collaborative environments many UX practitioners work in.

After this workshop you will know:

* How effective interviewing is key to understanding the people who use our products.
* Advice on how to recruit the right people to interview.
* A series of interviewing tips such as reflection and use of silence.
* Common interviewing mistakes such as leading questions.
* The importance of separating observations, insights & solutions.
* How to quickly and cheaply analyse interview results with your team.

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UX Interviewing Skills

  1. 1. Interviewing Skills UX Scotland, June 18 2014 Adrian Howard (@adrianh) quietstars.com
  2. 2. Hello!
  3. 3. Schedule 1230 - 1330 Lunch (60m) 1330 - 1500 Part 1 (90m) 1500 - 1530 Tea / coffee (30m) 1530 - 1700 Part 2 (90m) 1700 Finish
  4. 4. Ask questions
  5. 5. Don't have to copy the slides
  6. 6. Chatham House Rule applies please
  7. 7. “When a meeting, or part thereof, is held under the Chatham House Rule, participants are free to use the information received, but neither the identity nor the affiliation of the speaker(s), nor that of any other participant, may be revealed”
  8. 8. Disclaimer: Eh?
  9. 9. I ♥ feedback
  10. 10. Swear Jar
  11. 11. (obligatory cute animal slide)
  12. 12. Who are you?
  13. 13. Tip: Drink!
  14. 14. Stand up
  15. 15. A – B - C
  16. 16. A = Speaker
 B = Interviewer
 C = Observer
  17. 17. Speakers:
 Shut your eyes
  18. 18. Interviewers:
 Chat with the speaker about their best restaurant experience.
  19. 19. Observers:
 Watch what happens. Write observations on post-it notes.
  20. 20. Interviewers:
 Do not take notes.
  21. 21. 2 minutes
  22. 22. Reflection
  23. 23. B = Speaker
 C = Interviewer
 A = Observer
  24. 24. Speakers:
 Shut your eyes
  25. 25. Interviewers:
 Chat with the speaker about their best vacation experience.
  26. 26. Interviewers:
 One more thing.
  27. 27. Interviewers:
 After the first question – you cannot speak again. Shhhhh!
  28. 28. Observers:
 Watch what happens. Write observations on post-it notes.
  29. 29. Interviewers:
 Do not take notes.
  30. 30. 2 minutes
  31. 31. Reflection
  32. 32. The opposite of talking isn't listening. The opposite of talking is waiting.
 
 - Fran Lebowitz

  33. 33. Tip: Use silence
  34. 34. Tip: Body language
  35. 35. C = Speaker
 A = Interviewer
 B = Observer
  36. 36. Speakers:
 Shut your eyes
  37. 37. Interviewers:
 Chat with the speaker about how they decorate & furnish their home.
  38. 38. Tip:
 Remember to use silence and body language.
  39. 39. Interviewers:
 One more thing.
  40. 40. Interviewers: After the first question you can only ask “Can you tell me more about X?”
  41. 41. Interviewers:
 (where X is something the speaker has previously mentioned).
  42. 42. Observers:
 Watch what happens. Write observations on post-it notes.
  43. 43. Interviewers:
 Do not take notes.
  44. 44. 4 minutes
  45. 45. Reflection
  46. 46. Every clarification breeds new questions.
 
 - Arthur Bloch

  47. 47. Tip:
 Reflect back what the speaker said.
  48. 48. Relax...
  49. 49. ?
  50. 50. Interviews ≠ Quiz
  51. 51. Interviews ≠ Survey
  52. 52. Interviews ≠ Script
  53. 53. Interviews cannot
 be automated
  54. 54. Rapport
  55. 55. Empathy
  56. 56. Why do we do interviews?
  57. 57. Learn from customers
  58. 58. Test our assumptions
  59. 59. Test our hypotheses
  60. 60. Finding customers
  61. 61. Recruiters
  62. 62. Hassling people on the street
  63. 63. Tip: Bribes
  64. 64. Tip: Look for bored people
  65. 65. Coffee shops
  66. 66. Tip:
 Don't look scary
  67. 67. Go where your customers are
  68. 68. Tip:
 Go with somebody
  69. 69. Use your organisation
  70. 70. Tip: Sales
  71. 71. Tip: Marketing
  72. 72. Tip: Support
  73. 73. Online
  74. 74. LinkedIn / Twitter / Facebook / Google+
  75. 75. craigslist
  76. 76. Ethnio.net
  77. 77. More Interviewing Tips
  78. 78. Tip: 
 Remember the person.
  79. 79. Can you tell me a little bit about yourself?
  80. 80. Tip: 
 Ask open questions.
  81. 81. What was the last book you read?
  82. 82. What do you like to read?
  83. 83. Tip: 
 Ask for stories.
  84. 84. Can you tell me about the last time...
  85. 85. Tip: 
 No leading questions.
  86. 86. Do you want to use this at work?
  87. 87. Where would you use this?
  88. 88. Exercise time
  89. 89. Today you found a startup!
  90. 90. Exploring exciting new ways to create a great experience eating out
  91. 91. Helping people have the vacation of their dreams.
  92. 92. Democratising professional interior decoration
  93. 93. What do you want to find out?
  94. 94. Identify Topics
  95. 95. Individually write down topics on post-it notes
  96. 96. 5m
  97. 97. Group and label them as a team
  98. 98. 5m
  99. 99. Write down list
  100. 100. Reflection
  101. 101. Talking to the right people
  102. 102. Screening surveys
  103. 103. Identify attributes of target group
  104. 104. Positive filters
  105. 105. Negative filters
  106. 106. Avoid leading questions
  107. 107. Availability
  108. 108. Contact info
  109. 109. Collecting information
  110. 110. A = Speaker
 B = Interviewer
 C = Observer
  111. 111. Interviewers & Observers:
 Write down the key points that the speaker says
  112. 112. 5m
  113. 113. Tips:
 
 - Silence.
 - Reflect back.
 - Remember the person.
 - Ask open questions.
 - Ask for stories.
 - No leading questions.
  114. 114. Reflection
  115. 115. Tip:
 Observations vs insights
  116. 116. Tip:
 Interview in pairs
  117. 117. B = Speaker
 C = Interviewer
 A = Observer
  118. 118. 5m
  119. 119. Tips:
 
 - Silence.
 - Reflect back.
 - Remember the person.
 - Ask open questions.
 - Ask for stories.
 - No leading questions.
 - Observations vs Insights.
  120. 120. Reflection
  121. 121. C = Speaker
 A = Interviewer
 B = Observer
  122. 122. 5m
  123. 123. Tips:
 
 - Silence.
 - Reflect back.
 - Remember the person.
 - Ask open questions.
 - Ask for stories.
 - No leading questions.
 - Observations vs Insights.
  124. 124. Reflection
  125. 125. Synthesis
  126. 126. Affinity Diagramming
 (or KJ Method)
  127. 127. Empathy Mapping
  128. 128. Incremental Persona
  129. 129. Further Reading
  130. 130. If you're keen
  131. 131. If you're really keen
  132. 132. Ch 7 of “Mental Models” by Indi Young
 
 Ch 9 & 10 of “User and Task Analysis for Interface Design” by JoAnn T. Hackos, Janice C. Redish
 
 Ch 6 of "Observing the User Experience" by Mike Kuniavsky, Elizabeth Goodman & Andrea Moed 
 
 Ch 4 of "Contextual Design" by Hugh Beyer and Karen Holtzblatt

  133. 133. @adrianh quietstars.com slideshare.net/adrianh
 adrianh@quietstars.com Thank You And any questions?

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