art of the interview design research 2017

UX AUSTRALIA DESIGN RESEARCH 2017

ART OF THE INTERVIEW Paul MerrellMarch 2017

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About this session –––

10 heuristics for more artful interviews

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open blind

hidden unknown

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unknown by participantknown by participant

feedback

shared discovery

self

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Interview as personal interaction The Johari Window –––

self discovery

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Establish empathy –––

"Empathy is about acquiring feelings. The goal is to feel what it’s like to be another person."Jon Kolko

• Listening• Curiousity• Worldviews, priorities, stories

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Embrace dialogic exchange –––

"You pick up on the intention, the context, make it explicit and talk about it."Richard Sennett

• Active understanding. Improvisation.• Shared understanding. Becoming aware of the

views of others and your own views.• Displacement. Elaboration.

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Nurture subjunctive mood –––

• Interpreting. Analysis on the run• Hypotheticals• Hypotheses explored with participants

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Person's world

Collaborative

The theme

Our world

Start broad then converge –––

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• What's life like for you, as a psychiatrist? Joys? Frustrations?

• What are your aspirations for your clients experiencing depression?

• How do psychiatrists use treatment for depression?

• How could treatment for depression do more to improve the lives of the clients of pschiatrists?

• When does treatment for depression really deliver?

• What are the moments of truth when success is most important?

• What does it feel like when treatment for depression fails?

• What do psychiatrists really value in treatment for depression?

• What conflicting needs do psychiatrists have in treatment for depression? What are the compromises?

• What assumptions do psychiatrists make about treatment for depression which could be challenged?

• How will treatment for depression look in 5 years? 10 years?

Start broad then converge Example insight drill –––

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Ask W questions –––

• Open questions about feelings, thoughts, behaviours, actions, process, workflows

• W questions, but not always why. What do you...? When might...? Where could...?

• Go off script

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Ladder to motivations –––

• Understanding the understanding• Then understanding some more. Higher purpose• Behaviour underpinned by needs, aspirations,

hopes, dreams, desires, fears, anxieties

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Behaviour fUnderstanding The Behaviour

Understanding The

Understanding

Insight

Depression treatment

Idiosyncratic responseEfficacy vs side-effectsBalancing treatment and function

Treatment helps with depression but can make patients feel 'spaced out'

Patients want to feel like themselves again

Ladder to motivations Example –––

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Observe and capture –––

• Context• Gestures. Silence to create tension• Shared discovery. Distributed cognition

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Being comfortably uncomfortable –––

"The emotional dog wags the rational tail."Jonathan Haidt

• Nourish emotional dialogue• Projective techniques• Ideal experience

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Getting real –––

• Tightly define group you are researching, or not. Edges can be interesting

• Confessions. Secret diary • After the show

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Have funPaul Merrell Senior Designer paul@meldstudios.com.au