ux interviewing skills
DESCRIPTION
At its core, user experience (UX) work is about understanding the people who use our products and services. Good interviewing practices are essential to doing this well. This workshop will show you how to interview people to discover their needs, desires, and pain points. In a series of mock interviews you'll learn basic techniques, mistakes to avoid, and lightweight analysis and synthesis techniques that work well in the collaborative environments many UX practitioners work in. After this workshop you will know: * How effective interviewing is key to understanding the people who use our products. * Advice on how to recruit the right people to interview. * A series of interviewing tips such as reflection and use of silence. * Common interviewing mistakes such as leading questions. * The importance of separating observations, insights & solutions. * How to quickly and cheaply analyse interview results with your team.TRANSCRIPT
Interviewing SkillsUX Scotland, June 18 2014
Adrian Howard (@adrianh) quietstars.com
Hello!
Schedule1230 - 1330 Lunch (60m)
1330 - 1500 Part 1 (90m)
1500 - 1530 Tea / coffee (30m)
1530 - 1700 Part 2 (90m)
1700 Finish
Ask questions
Don't have to copy the slides
Chatham House Rule applies please
“When a meeting, or part thereof, is held under the Chatham House Rule, participants are free to use the information received, but neither the identity nor the affiliation of the speaker(s), nor that of any other participant, may be revealed”
Disclaimer: Eh?
I ♥ feedback
Swear Jar
(obligatory cute animal slide)
Who are you?
Tip: Drink!
Stand up
A – B - C
A = SpeakerB = InterviewerC = Observer
Speakers:Shut your eyes
Interviewers:Chat with the speaker about their best restaurant experience.
Observers:Watch what happens. Write observations on post-it notes.
Interviewers:Do not take notes.
2 minutes
Reflection
B = SpeakerC = InterviewerA = Observer
Speakers:Shut your eyes
Interviewers:Chat with the speaker about their best vacation experience.
Interviewers:One more thing.
Interviewers:After the first question – you cannot speak again. Shhhhh!
Observers:Watch what happens. Write observations on post-it notes.
Interviewers:Do not take notes.
2 minutes
Reflection
The opposite of talking isn't listening. The opposite of talking is waiting. - Fran Lebowitz
Tip: Use silence
Tip: Body language
C = SpeakerA = InterviewerB = Observer
Speakers:Shut your eyes
Interviewers:Chat with the speaker about how they decorate & furnish their home.
Tip:Remember to use silence and body language.
Interviewers:One more thing.
Interviewers: After the first question you can only ask “Can you tell me more about X?”
Interviewers:(where X is something the speaker has previously mentioned).
Observers:Watch what happens. Write observations on post-it notes.
Interviewers:Do not take notes.
4 minutes
Reflection
Every clarification breeds new questions.- Arthur Bloch
Tip:Reflect back what the speaker said.
Relax...
?
Interviews ≠ Quiz
Interviews ≠ Survey
Interviews ≠ Script
Interviews cannotbe automated
Rapport
Empathy
Why do we do interviews?
Learn from customers
Test our assumptions
Test our hypotheses
Finding customers
Recruiters
Hassling people on the street
Tip: Bribes
Tip:Look for bored
people
Coffee shops
Tip:Don't look scary
Go where your customers are
Tip:Go with somebody
Use your organisation
Tip: Sales
Tip: Marketing
Tip: Support
Online
LinkedIn / Twitter / Facebook / Google+
craigslist
Ethnio.net
More Interviewing Tips
Tip: Remember the person.
Can you tell me a little bit about yourself?
Tip: Ask open questions.
What was the last book you read?
What do you like to read?
Tip: Ask for stories.
Can you tell me about the last time...
Tip: No leading questions.
Do you want to use this at work?
Where would you use this?
Exercise time
Today you found a startup!
Exploring exciting new ways to create a
great experience eating out
Helping people have the vacation of their
dreams.
Democratising professional
interior decoration
What do you want to find out?
Identify Topics
Individually write down topics on post-it notes
5m
Group and label them as a team
5m
Write down list
Reflection
Talking to the right people
Screening surveys
Identify attributes of target group
Positive filters
Negative filters
Avoid leading questions
Availability
Contact info
Collecting information
A = SpeakerB = InterviewerC = Observer
Interviewers & Observers:Write down the key points that the speaker says
5m
Tips:- Silence. - Reflect back.- Remember the person.- Ask open questions.- Ask for stories.- No leading questions.
Reflection
Tip:Observations vs insights
Tip:Interview in pairs
B = SpeakerC = InterviewerA = Observer
5m
Tips:- Silence. - Reflect back.- Remember the person.- Ask open questions.- Ask for stories.- No leading questions.- Observations vs Insights.
Reflection
C = SpeakerA = InterviewerB = Observer
5m
Tips:- Silence. - Reflect back.- Remember the person.- Ask open questions.- Ask for stories.- No leading questions.- Observations vs Insights.
Reflection
Synthesis
Affinity Diagramming(or KJ Method)
Empathy Mapping
Incremental Persona
Further Reading
If you're keen
If you're really keen
Ch 7 of “Mental Models” by Indi Young Ch 9 & 10 of “User and Task Analysis for Interface Design” by JoAnn T. Hackos, Janice C. RedishCh 6 of "Observing the User Experience" by Mike Kuniavsky, Elizabeth Goodman & Andrea Moed Ch 4 of "Contextual Design" by Hugh Beyer and Karen Holtzblatt
