Fundamental of UX Research Session (Interviews)


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The absolute fundamental on what to do when leading an interview for UX research

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Fundamental of UX Research Session (Interviews)

  1. 1. 5 Flash Cards to keep handy in your next User Research session Sareeka Malhotra and Muzayun Mukhtar 1
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  3. 3. 3 Be Curious Unleash your inner 4-year-old that wants to ask “why?” and then upon hearing the answer, immediately follows up with another “why?” Question even the things you think you know already. It can be enlightening to hear it described in someone else’s words, and may help you discover unmet needs and ancillary tasks. Treat “Who, What , When, Where, How” as your best friends. Get the user talking and then look for patterns, trends, and inconsistencies. Bottom line: There are no dumb questions.
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  5. 5. 5 Dig Deeper For Insights Don’t ask binary questions. Use short questions or prompts that encourage your users to tell stories. Gently guide the conversation to delve deeper into interesting topics as they emerge. Explore, but don’t lead – For Example “Tell me about the last time you ______.” Expressions such as “Help me understand…” and “I’ve never done this before…” put the participant into the teacher role while you become the student. (So, you’d better take notes). Bottom Line: Everyone loves a good story.
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  7. 7. 7 Listen, don’t just hear Prepare….to listen and soak into the user’s world. You don’t always need a pre-defined set of questions. In fact, worrying too much about the next question to ask may impair your listening skills. Especially for exploratory research , it is better to prioritize high level topics and design questions that solicit examples and stories related to those topics. This way you don’t have to memorize a list of questions and you are free to listen. Do not treat a feedback session as a product demo or a pitch. Bottom line: If you listen attentively the rest will come naturally.
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  9. 9. 9 Embrace Silence Sometimes five seconds of silence are worth ten questions. Try this. When it is your turn to speak, don’t. Instead, pause for five seconds. Odds are the interviewee will notice the gap in conversation and continue speaking to fill that otherwise potentially awkward silence. Don’t offer to help right away if a user is stuck. Put on a poker face and you may learn much more by observing user’s struggles and frustration. When you finally decide you are ready to interject, wait five more seconds before you, do just in case. Remember it is not about flaunting what you know but learning what the user knows (or doesn’t). Bottom Line: The less you talk the better.
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  11. 11. 11 Feel the Pain Keep yourself small in the relationship, with a friendly tone and smile. Converse, don’t interrogate. Observe and engage users without the influence of value judgments. Don’t be afraid to discuss emotions, as they may drive behaviors. Pay attention to cues, even non-verbal ones. Assume a tone and pace dictated by the persona in front of you. Most importantly, be open to feeling the “pain.” Bottom line: Empathize.
  12. 12. Thank You! 12 Acknowledgements: Alan Galindez and Christopher Bertrand