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RESEARCH ROLES Aim for 2 people in the room with the interviewee: Lead Interviewer and Notetaker. Lead Interviewer: Asks 80% of the questions and acts as main point of contact. Also, keeps consistent eye contact and builds comfortable relationship with interviewee. Notetaker: Listens and observes, writes down as many user quotes as possible and helps synthesize findings. Checks if topics have been covered and asks extra questions, collects and writes feedback for interviewer, brings video camera, backup audio recorder, and takes photos of the research session. Good Question Please tell me a little bit about what you do? Bad Question You answered that you hate _____ in our recruiting survey. Why do you hate _____ ? Do interview one person at a time. Don't hold focus groups. Do start the interview with simple questions. Don't start with hard questions. Ease into them. Do ask open ended questions with "What", "How," and "Why". Don't ask leading questions or lead users through tasks. Don't ask questions with "Did", "Is", or "Would" that provide only yes or no answers. Good Questions How are you doing?, Can you tell me the whole story?, Then what?, Why did you do that?, How did you do that? Bad Questions Are you having a good day?, Do you like this and find this helpful? Do nod and say less. The interviewee is always right. Allow for silence. Don't correct when user does something wrong or contradict them. Good Interviewer Behavior User: This part doesn't make sense. Is it supposed to do that? Interviewer: What do you think it should do? User: I think it would swap out all the pictures. Interviewer: There is no actual answer here, we want to learn about what you expect. Thanks! Bad Interviewer Behavior User: This part doesn't make sense. Is it supposed to do that? Interviewer: Oh, it's a slideshow and it's just broken in the prototype. You're supposed to tap on the arrow and the next image should enter the page. RESEARCH INTERVIEW DOS AND DON'TS Below are a list of interview dos and don'ts that you can go over with your team to help them craft questions that draw insightful information from people. Aly Blenkin & Ellie Ereira

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