PxS'12 - week 2 interviewing

EPFL, spring 2012 - week 2!data collection - interviewing

overview➝  candidates➝  basic methods➝  interview structure➝  produce a script➝  watch➝  practice run I➝  practice run II

identifying candidates➝  what different sorts of people might use this product?➝  how might needs and behaviour differ?➝  what ranges of behaviour and types of environment need to be explored?➝  if at all possible, do not use students➝  If not possible, at least not IT students

preparation➝  note pad, forms and pens➝  script/protocol of questions and topics➝  digital or video camera, voice recorder (check or replace batteries)‫‏‬➝  extension cables (if you re using a laptop)‫‏‬➝  little gift/reward➝  being on time➝  address/telephone numbers

structure of interview➝  preparation – remind yourself of goals of the interview➝  arrival – introduction of 2nd person➝  thank the host ➝  settle down➝  introduction of what the interview is about, length➝  inform about anonymity of data, voluntary nature (end at any time)➝  ask permission for audio (start recording), pictures/video➝  warm-up, e.g. with demographic data➝  interview - listen➝  wrap-up, stop recording (but not listening), pack-up➝  give a token gift (keep listening) and leave➝  note down additional comments after recording stopped➝  debrief between partners discuss observations, note down, highlight points, amend questions for next

the interview➝  listen➝  let people talk➝  watch" don’t take everything people say at face value note down what you see around you and when being demonstrated something. This might contradict what people are saying.

basic methods➝  interview where the action happens➝  avoid a ﬁxed set of questions➝  focus on goals ﬁrst, tasks second➝  avoid making the user a designer➝  avoid discussions about technology➝  avoid giving advice (as the expert)➝  remind people they are not being tested or evaluated➝  encourage story telling➝  ask for a show and tell ➝  avoid leading questions

where the action happens➝  keep your eyes open➝  don t snoop around without permission but if you see something that might be interesting ask to discuss it (be nosy!)‫‏‬

focus on topics, not fixed set of questions➝  goals – what makes a good day? a bad day?➝  opportunity – what currently wastes your time?goal oriented questions➝  priortities – what is most important to you?➝  information – what helps you make decisions?➝  frequency - what part of the product do you use most?➝  preference – what doquestions about the product/activity?system-oriented you love/hate➝  failure - how do you work around problems?➝  process – what do you do first? and after that?➝  occurrence – how oftenquestionsworkflow-oriented do you do this? ➝  exception – what is typical what is unusual➝  aspiration – what do you see yourself doing in 5 years➝  avoidance – what would you prefer not to do/ procratinate on?attitude-oriented questions➝  motivation - what do you enjoy most about your private lifestyle? What do you always tackle first? Cooper 2007

focus on topics, not fixed set of questions➝  goals – what makes a good day? a bad day?➝  opportunity – what currently wastes your time?➝  priortities – what is most important to you?➝  information – what helps you make decisions?➝  frequency - what part of the product do you use most?➝  preference – what do you love/hate about the product/activity?➝  failure - how do you work around problems?➝  process – what do you do first? and after that?➝  occurrence – how often do you do this? ➝  exception – what is typical what is unusual➝  aspiration – what do you see yourself doing in 5 years➝  avoidance – what would you prefer not to do/ procratinate on?➝  motivation - what do you enjoy most about your private lifestyle? What do you always tackle first? Cooper 2007

goals ﬁrst, task second➝  try to understand the why and how➝  what motivates the behaviours of individuals in different roles?➝  understanding the task is important and needs to be recorded but tasks will be restructured to better match user goals in the design solution

avoid making the user a designer➝  guide the interviewee towards examining problems and away from expressing solutions➝  if it happens possible transitions are " What problem would that solve for you? " Why would that be a good solution?

avoid technological discussions➝  don t treat them as a programmer or engineer➝  for technical products steer away from product- related discussion (allow domain-related discussion)➝  do not attempt to solve their problems during the interview, observe➝  to steer away from it: How would that help you?

encourage storytelling➝  how they use an existing product➝  the different contexts, places, people, occasions➝  what they think of it➝  where they go with it➝  encourage stories that talk about typical cases and also exceptional ones➝  encourage to replay a past situation (explaining the context) in which e.g. the mobile was used to synchronize with someone, observe and take notes, e.g.: ➝  middle-aged user takes off bifocal glasses, puts them on the table and squints at the small buttons… tries several times to open the last SMS, curses… mumbles…

show and tell➝  ask for a grand tour of artefacts ➝  domain-related ➝  software interfaces ➝  paper systems ➝  work environment➝  pay attention to how they are described➝  ask many clariﬁcation questions➝  take pictures/video

show and tellPaul, 57 Renate, 65 Manfred, 75 Olaf, 65Christel, 71 Magali, 15 Martine, 55 Fillippo, 44

avoid leading questions➝  Would feature X help you➝  You like X, don t you? ➝  Do you think you d use X if it were available?➝  ask for qualiﬁcations when people talk not about themselves and but about others e.g. we, everybody, nobody, some people.

don’t worry➝  peoplelike to talk about themselves➝  and appreciate listeners

practice runs➝  produce script➝  role play➝  practice runs

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PxS'12 - week 2 interviewing

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