pxs'12 - week 2 interviewing
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TRANSCRIPT
EPFL, spring 2012 - week 2!data collection - interviewing
overview
➝ candidates ➝ basic methods ➝ interview structure ➝ produce a script ➝ watch ➝ practice run I ➝ practice run II
identifying candidates
➝ what different sorts of people might use this product?
➝ how might needs and behaviour differ? ➝ what ranges of behaviour and types of
environment need to be explored? ➝ if at all possible, do not use students ➝ If not possible, at least not IT students
preparation
➝ note pad, forms and pens ➝ script/protocol of questions and topics ➝ digital or video camera, voice recorder (check or
replace batteries) ➝ extension cables (if you’re using a laptop) ➝ little gift/reward ➝ being on time ➝ address/telephone numbers
structure of interview
➝ preparation – remind yourself of goals of the interview ➝ arrival – introduction of 2nd person ➝ thank the host ➝ settle down ➝ introduction of what the interview is about, length ➝ inform about anonymity of data, voluntary nature (end at any time) ➝ ask permission for audio (start recording), pictures/video ➝ warm-up, e.g. with demographic data ➝ interview - listen ➝ wrap-up, stop recording (but not listening), pack-up ➝ give a token gift (keep listening) and leave ➝ note down additional comments after recording stopped ➝ debrief between partners discuss observations, note down, highlight
points, amend questions for next
the interview
➝ listen ➝ let people talk ➝ watch"
don’t take everything people say at face value note down what you see around you and when being demonstrated something. This might contradict what people are saying.
basic methods
➝ interview where the action happens ➝ avoid a fixed set of questions ➝ focus on goals first, tasks second ➝ avoid making the user a designer ➝ avoid discussions about technology ➝ avoid giving advice (as the expert) ➝ remind people they are not being tested or
evaluated ➝ encourage story telling ➝ ask for a show and tell ➝ avoid leading questions
where the action happens
➝ keep your eyes open ➝ don’t snoop around without permission but if you
see something that might be interesting ask to discuss it (be nosy!)
focus on topics, not fixed set of questions
➝ goals – what makes a good day? a bad day? ➝ opportunity – what currently wastes your time? ➝ priortities – what is most important to you? ➝ information – what helps you make decisions? ➝ frequency - what part of the product do you use most? ➝ preference – what do you love/hate about the product/activity? ➝ failure - how do you work around problems? ➝ process – what do you do first? and after that? ➝ occurrence – how often do you do this? ➝ exception – what is typical what is unusual ➝ aspiration – what do you see yourself doing in 5 years ➝ avoidance – what would you prefer not to do/ procratinate on? ➝ motivation - what do you enjoy most about your private lifestyle? What
do you always tackle first?
Cooper 2007
goal oriented questions
system-oriented questions
workflow-oriented questions
attitude-oriented questions
focus on topics, not fixed set of questions
➝ goals – what makes a good day? a bad day? ➝ opportunity – what currently wastes your time? ➝ priortities – what is most important to you? ➝ information – what helps you make decisions? ➝ frequency - what part of the product do you use most? ➝ preference – what do you love/hate about the product/activity? ➝ failure - how do you work around problems? ➝ process – what do you do first? and after that? ➝ occurrence – how often do you do this? ➝ exception – what is typical what is unusual ➝ aspiration – what do you see yourself doing in 5 years ➝ avoidance – what would you prefer not to do/ procratinate on? ➝ motivation - what do you enjoy most about your private lifestyle? What
do you always tackle first?
Cooper 2007
goals first, task second
➝ try to understand the why and how ➝ what motivates the behaviours of individuals in
different roles? ➝ understanding the task is important and needs to
be recorded but tasks will be restructured to better match user goals in the design solution
avoid making the user a designer
➝ guide the interviewee towards examining problems and away from expressing solutions
➝ if it happens possible transitions are "“What problem would that solve for you?” "“Why would that be a good solution?”
avoid technological discussions
➝ don’t treat them as a programmer or engineer ➝ for technical products steer away from product-
related discussion (allow domain-related discussion)
➝ do not attempt to solve their problems during the interview, observe
➝ to steer away from it: “How would that help you?”
encourage storytelling
➝ how they use an existing product ➝ the different contexts, places, people, occasions ➝ what they think of it ➝ where they go with it ➝ encourage stories that talk about typical cases
and also exceptional ones ➝ encourage to replay a past situation (explaining
the context) in which e.g. the mobile was used to synchronize with someone, observe and take notes, e.g.: ➝ “middle-aged user takes off bifocal glasses, puts them on the
table and squints at the small buttons… tries several times to open the last SMS, curses… mumbles…”
show and tell
➝ ask for a grand tour of artefacts ➝ domain-related ➝ software interfaces ➝ paper systems ➝ work environment
➝ pay attention to how they are described ➝ ask many clarification questions ➝ take pictures/video
show and tell Paul, 57 Renate, 65 Manfred, 75 Olaf, 65
Christel, 71 Magali, 15 Martine, 55 Fillippo, 44
avoid leading questions
➝ Would feature X help you ➝ You like X, don’t you? ➝ Do you think you’d use X if it were available?
➝ ask for qualifications when people talk not about themselves and but about others e.g. we, everybody, nobody, some people.
don’t worry
➝ people like to talk about themselves ➝ and appreciate listeners
practice runs
➝ produce script ➝ role play ➝ practice runs