This was written as part of the rough draft for Deploy Empathy, a practical guide for talking to customers. Like it? Pre-order the book here.
Reading about interviews is only helpful to a point, and to really grok it, you need to be in the room to observe one.
I’m excited to be able to let you do that today!
I was able to do a recorded interview with one of Colleen Schnettler
‘s customers for her new SaaS, Simple File Upload
. She happened to have a customer who was game to do the interview as an episode for our podcast, and I am so thrilled that we were able to make this happen.
Being a silent observer in an interview is so helpful for learning how they are done and how they differ from a normal conversation. I had the good fortune of being able to learn under two expert user experience researchers, Dr. Helen Fake
and Betsy Bland
, for several dozen interviews before diving in myself. I can’t get you in the room with the two of them, but I can let you listen in on this one, and I hope it’s enough for you to get started.
While listening, I ask you to notice the questions I ask, how I ask them, and how your own instinctual responses might differ. This will help you check your own impulses for defense, explanation, or relating in your own interviews. (Colleen and I get more into this in Part 2 of this episode, where we debrief the interview. That episode will air next week.)
I’m excited to hear what you think after listening to the interview. I loved all of the emails I got after last week’s ask for replies. Please feel free to be open with your thoughts and keep them coming!