Interviews that produce something.
HOW MANY PEOPLE
Five to eight covers most of what you will learn.
WHAT TO ASK ABOUT
Their last experience of the task What they were trying to do What happened What was difficult What they did instead
WHY THE LAST EXPERIENCE
Specific recollection is reliable. General opinion is not.
WHAT NOT TO ASK
Would you use this? Do you like this? What features do you want?
WHY NOT
They produce agreeable answers that predict nothing.
WHAT TO DO
Ask open questions and then be quiet.
THE SILENCE POINT
The most useful information arrives after an uncomfortable pause.
WHAT TO AVOID
Leading questions Explaining your solution Defending the current design Arguing with what you hear
WHAT TO RECORD
What they said, in their words.
WHAT TO LOOK FOR AFTERWARDS
Things mentioned by several people The vocabulary they use Workarounds they have invented
THAT LAST ONE
A workaround is a design requirement, unstated.
