Tactic 16 Interviewing Users

If you interview just five users, you will get important insights about how your product works. The following are essential to ensure that you get valuable insights from the interviews:

  • Ask permission to record the session, but make clear that you will not keep their details unless they ask otherwise
  • Explain that they’re helping test a service - make clear you’re not testing them!
  • Make clear that you had no hand in building this - so that they don’t hold back from saying what they think
  • Give them a task before they start - eg ‘I’d like you to try to apply for a passport’
  • Ask open ended questions - eg ‘what do you expect to happen next’
  • Ask them to talk to you about what’s going on in their head - eg ‘What do you think when you see this?’

We’ve written a quick guide for how to conductusability testing.

Written on February 11, 2017


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