EPFL PxS - week 2 interviewing
- 1. EPFL, spring 2010 - week 2! data collection - interviewing
- 2. overview ➝ candidates ➝ basic methods ➝ interview structure ➝ produce a script ➝ watch ➝ practice run I ➝ practice run II
- 3. 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
- 4. 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
- 5. 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
- 7. 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
- 8. 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!)
- 9. focus on topics, not fixed set of questions ➝ goals – what makes a good day? a bad day? ➝ opportunity – what currently wastes your time? goal oriented questions ➝ 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 doquestions about the product/activity? system-oriented you love/hate ➝ failure - how do you work around problems? ➝ process – what do you do first? and after that? ➝ occurrence – how oftenquestions workflow-oriented 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? attitude-oriented questions ➝ motivation - what do you enjoy most about your private lifestyle? What do you always tackle first? Cooper 2007
- 10. 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
- 11. 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
- 12. 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?
- 13. 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?
- 14. 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… .
- 15. 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
- 16. show and tell Renate, 65 Manfred, 75 Olaf, 65 Paul, 57 Magali, 15 Christel, 71 Martine, 55 Fillippo, 44
- 17. 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.
- 18. don’t worry ➝ peoplelike to talk about themselves ➝ and appreciate listeners
- 19. practice runs ➝ produce script ➝ role play ➝ practice runs