UX Researcher Cherri Pitts offers lots of information about prepping for user interviews followed by an engaging and active question and answer section.
1. 6:30-7:00
● Networking by Chat!
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● Put your questions in the Q&A section.
● Raise your hand in the chat if you need help.
Welcome 👋
4. Agenda
● What, Why, and When of UXR
● 5 Steps of UXR
● Common Methods of UXR
● Interviews
○ What and Why
○ Setting Goals
○ Preparing the Introduction
○ Writing the questions
○ Best practices
○ Analyzing
○ Resources
5. Systematic investigation of the user engagement
to inform the design and development of a
process, service, or product.
Through various techniques and methods, you can
capture the needs, behaviors, attitudes, and
pain-points.
What is User Research
6. ● User research is gathering data and analyzing
it and sharing the data to those who need to
make informed decisions. It helps understand
the problem to be solved.
● Gives context and what the users need to do
complete their tasks more effectively.
● Helps find problems, challenges, patterns,
commonalities, and mental models.
Why User Research
8. When to use User Research
● Validate assumptions
● Save time and money
● Minimize rework
● Save reputation of the brand
● Gives facts and data to the decision makers
● Gives context to the concepts
● Increases success
10. ● Interviews
● Focus Groups - first impressions
● Usability Tests - focus on tasks
● Observation - time and motion
● Surveys - validation of other data
● A/B Tests - preference of 2 choices
Common Methods of User Research
12. ● One-to-one conversations
● User is the expert
● Self-reporting perspective from one person
● Can include another note taker or observer
● Judgement free zone
What is an Interview?
Interviews
13. ● Qualitative data
● Realistic expectations
● Users are the experts
● Design alignment
Why use the Interview method?
Interviews
14. User Interview Goals
Why Set Goals
● What does the business need in order for
this to be successful?
● Does the design align with the way the
job is being done or should be done to
reach the business goal?
● What do you hope to learn?
● Helps you establish the target audience
to be tested
● Helps decide the location
Let’s set some goals
15. User Interview Goals
Setting Goals and Objectives
Business goals
Save 15 min per day x 100 employees = 1,500 min = 25 hours x $15 an hour
= $375 a day x 240 days = $90,000 a year.
Design goals
Does the new design concepts, save the user steps/time/confusion in
order to save 15 min per day? Are we missing anything?
User goals - Assumption
Does the new functionality help me do my job more efficiently with less
frustration?
16. User Interview
Prepare the introduction
● Introduce yourself
● Give the reason for the
interview
● Set their expectations
● Get permission to record
● Give them a chance to ask any
questions
17. User Interview
Introduction - Example
I’m Cherri Pitts, I’m the User Experience Researcher. I’m not the designer or the developer so anything you
share with me today is not going hurt my feelings or be complementary to me. I am simply going to
capture your answers and share them with the team but - your name will not be associated with your
answers. Everything you say will be confidential and not shared with anyone but the user experience
team.
The purpose of this interview is to review a new concept that has been designed to save some steps in
your daily tasks. The team needs to know if they are realistic to your needs to do your job successfully.
There are no right or wrong answers and you are the expert, please correct me if I make any incorrect
statements or assumptions. I am here to capture information from you.
Do I have your permission to record this for my reference only?
Do you have any questions for me?
18. User Interview
Writing the interview questions
● Prepare the questions ahead of time
○ Allows you to structure the questions in a meaningful way
○ Allows you to reword them to remove assumptions and bias
○ Allows you to make sure it aligns with the goals
○ Allows you to create a method analyzing the answers in a
structured way
○ Allows you to include any follow up questions
19. User Interview
Writing the interview questions
● Ask open ended - non-leading questions
○ Closed questions require specific answers
○ Leading questions implies there is a correct or incorrect
answer
○ Closed or leading questions can cause you to get false
positives from a user that is trying to please you -
subconsciously
○ Not using open ended questions can give assumptions that
are not true
20. User Interview
Writing the interview questions
● Ask open - non-leading questions - EXAMPLES
Closed-ended / leading
● Do you like this design?
● Do you think it's a good start?
● Would you use this in the future?
● How much time will this save you?
Open-ended
● What is your first impression?
● Can you tell me if anything is missing?
● Can you tell me if anything is not
necessary?
● How would you describe your confidence
level of this concept?
21. User Interview
Best Practices
● RECORD IT!
● Make them feel heard and understood
● Take your time, don’t rush them
● Don’t predict the future
● Avoid double-barrelled questions
● Don’t assume they understand the jargon
● Wrap up strong - talk more casually and give
them a chance to add
● Thank them for their valuable time.
22. User Interview
Assessment/Analysis
User Job Title First
Impression
Missing Unnecessary Confidence
A Answer 1a Answer 2a Answer 3a Answer 4a Answer 5a
B Answer 1b Answer 2b Answer 3b Answer 4b Answer 5b
C Answer 1c Answer 2c Answer 3c Answer 4c Answer 5c
Theme Theme Theme Theme
Recommendation: Move forward, rework, validate further