The User InterviewA versatile user research method

Katherine Wahl

Usability/Accessibility Consultant

June, 2014

User Interviews

A common method of obtaining user feedback

The researcher talks directly with the user in a one-on-one

conversation

Can be done and repeated anytime during the project

life cycle

Advantages

Versatility

Sessions can be set up and run quickly

Open to an iterative process

Not dependent on developers

Data is from real users

Opportunity to develop a deep understanding of users

Inexpensive

Challenges

Defining goals

Recognizing and eliminating bias

Listening carefully

Recording the session

Analyzing the data

Versatility

Versatility: Location

Versatility: Format

Questions

Structured or unstructured

Workflow or task oriented

Versatility: Format

Versatility: Timing

Interviews are useful at any time in product development

Requirements gathering and specification creation

Prototype design

Coding

Alpha/Beta release

QA

Documentation and training

A brief ‘how to’ guide

Preparation

Conducting the interview

Reporting

Preparation: Goals

Set reasonable goals

Discuss them with your client

Define what NOT to expect

Preparation: Participants

Define your audience

Plan your schedule

Confirm your appointments

Preparation: Questions

Draft and revise your questions

Be mindful of bias

Think about timing

Know the material well

Preparation: Tools

The interview: Set expectations

The interview

Listen

Observe

The interview

Clarify

Record quotes

The interview: Be ready for surprises

Reporting

Summarize major themes

Include quotes

Deliver results in person

Things to remember

Prepare thoroughly

Be mindful of bias

Listen carefully

Record quotes accurately

Questions?

Contact me at kwahl107@gmail.com

Bibliography

Buxton, Bill. (2007). Sketching User Experiences: Getting the Design Right and the Design Right. Amsterdam, Netherlands: Morgan Kaufmann/Elsevier.

Courage, Catherine & Kathy Baxter. (2005). Understanding Your Users: A Practical Guide to User Requirements Methods, Tools, and Techniques. Amsterdam, Netherlands: Morgan Kaufmann/Elsevier.

Goodman, Elizabeth, Mike Kuniavsky and Andrea Moed. (2012). Observing the User Experience: A Practitioner’s Guide to User Research (2nd Edition). San Francisco, California: Elsevier/Morgan Kaufmann.

Bibliography

Morville, Peter & Louis Rosenfeld. (2006). Information Architecture for the World Wide Web – Third Edition. Sebastopol, California: O’Reilly Media, Inc.

Nielsen, Jakob. (1993) Usability Engineering. San Francisco, California: Morgan Kaufmann.

Portugal, Steve, (2013) Interviewing Users: How to Uncover Compelling Insights. Brooklyn, New York: Rosenfeld.

Quesenbery, Whitney & Kevin Brooks. (2010). Storytelling for User Experiences: Crafting Stories for Better Design. Brooklyn, New York: Rosenfeld.

Schumacher, Robert. Editor (2009). Handbook of Global User Research. Amsterdam:, Netherlands: Elsevier/Morgan Kaufmann.