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A customer interview is a simple, straight-forward,
research method. You basically talk to people
according to a script that you’ve prepared and you try
to get as much from the conversation as possible. Ask
in-depth questions, stretch your empathy to its limits,
pay attention to every tiny detail, ask your participants
to sketch solutions to their problems and sketch your
own ideas. Just do whatever is needed to really dig in
to the true nature of the problem.
The interaction should be natural. It’s like talking
with a friend about their work problems. You need
to encourage them to share at the start and when it
blows, just listen and carefully dig deeper to really get
to the core of the problem.
Though a customer interview may seem to be a little
long-winded, it’s super efficient.
A conversation with customers is a truly refreshing
experience and if you play it right, every minute will be
super valuable.
geT To know your users 45
