Customer Interviews Skills

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One of the two presentations used at Design Thinking Romania meetup on 18th of Mar, 2019. This one was the support for the mini-workshop on building customer interviewing skills.

Design

“The goal of a designer is to listen, observe, understand,
sympathize, empathize, synthesize, and glean insights that
enable him or her to ‘make the invisible visible.’
Hillman Curtis

Empathy
how?
designers approach empathy…
without judgment
with beginners eyes
with curiosity
optimistically
respectfully
Empathy
how?
designers approach empathy…
without judgment
with beginners eyes
with curiosity
optimistically
respectfully
Empathy
how?
designers approach empathy…
without judgment
with beginners eyes
with curiosity
optimistically
respectfully

group work
form groups: 3 or 4 people
who don’t know each other
roles: storyteller / interviewer /
notetaker

Let’s play with an
experience:
...healthy lifestyle?

5 min interview:
§ Ask about last time
§ What is hard
§ What is easy / what
works now

5 x DE CE?
Q: Ce iti sta in calea unui stil de viata
sanatos?
A: nu suficient timp!
Q: De ce nu ai timp?
A: Cu munca si familia …sanatatea nu este
o prioritate
Q: De ce sanatatea nu este o prioritate?
A: Pt ca nu este la fel de urgenta ca
celelalte
Q: De ce celelalte ti se par mai urgente?
A: Pt ca ma lovesc de ele in fiecare zi si
sunt mai usor de vazut

ARATA-MI
Arata-mi te rog ceva ce te face
sa te simti sanatos/nesanatos.
Spune-mi mai multe te rog

DESENEAZA
Deseneaza te rog in
partea de sus a paginii
ceea ce te face sanatos. In
partea de jos deseneaza
ce te imbolnaveste.
Spune-mi mai multe
despre ce ai desenat!

Povesteste-mi
Te rog, povesteste-mi despre
o situatie in care te-ai simtit
sprijinita sa ai un stil de viata
sanatos.

7 more minutes to run a
second interview
Use a hack
Be natural, avoid mechanical
questions

Learn more at our Starter
26-27 Mar / 30-31 May
www.DesignThinkingSociety.com/starter
dragos@DesignThinkingSociety.com

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Customer Interviews Skills

1. Let’s dip into interviewing

2. DESIGN THINKING SOCIETY We are a team of innovation facilitators with different backgrounds. Our main goal is to help our clients design a better future. www.DesignThinkingSociety.com

3. “The goal of a designer is to listen, observe, understand, sympathize, empathize, synthesize, and glean insights that enable him or her to ‘make the invisible visible.’ Hillman Curtis

4. Empathy how? designers approach empathy… without judgment with beginners eyes with curiosity optimistically respectfully Empathy how? designers approach empathy… without judgment with beginners eyes with curiosity optimistically respectfully Empathy how? designers approach empathy… without judgment with beginners eyes with curiosity optimistically respectfully

5. group work form groups: 3 or 4 people who don’t know each other roles: storyteller / interviewer / notetaker

6. Let’s play with an experience: ...healthy lifestyle?

7. 5 min interview: § Ask about last time § What is hard § What is easy / what works now

8. going deeper: 4 hacks

9. 5 x DE CE? Q: Ce iti sta in calea unui stil de viata sanatos? A: nu suficient timp! Q: De ce nu ai timp? A: Cu munca si familia …sanatatea nu este o prioritate Q: De ce sanatatea nu este o prioritate? A: Pt ca nu este la fel de urgenta ca celelalte Q: De ce celelalte ti se par mai urgente? A: Pt ca ma lovesc de ele in fiecare zi si sunt mai usor de vazut

10. ARATA-MI Arata-mi te rog ceva ce te face sa te simti sanatos/nesanatos. Spune-mi mai multe te rog

11. DESENEAZA Deseneaza te rog in partea de sus a paginii ceea ce te face sanatos. In partea de jos deseneaza ce te imbolnaveste. Spune-mi mai multe despre ce ai desenat!

12. Povesteste-mi Te rog, povesteste-mi despre o situatie in care te-ai simtit sprijinita sa ai un stil de viata sanatos.

13. 7 more minutes to run a second interview Use a hack Be natural, avoid mechanical questions

14. Learn more at our Starter 26-27 Mar / 30-31 May www.DesignThinkingSociety.com/starter dragos@DesignThinkingSociety.com

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Customer Interviews Skills