Customer/User Interviews

What is this method about?

Customer interviews are conversations with product users to find out about their experience interacting with a specific system.

Why use it

The interviews help organizations to understand more deeply what customers’ experience, aiding teams in producing the optimal UX design. They can also uncover objectives which may not have been identified at stakeholder or business workshops.

When should I use it?

Whenever an organization is looking for guidance in redesigning or improving a user experience. Customer interviews can be conducted anytime after an iteration of the product or service has been made available to users—from beta versions to long-standing products.

What you get

• The interviews will generate qualitative user data highlighting pain and plus points of the existing system and observations of the customer interacting with the system.

At a glance

• Time: Long
• Effort: High
• Cost: Medium

Materials

• Notebook
• Pen
• Recorder
• Low fidelity prototypes (optional)

Who is involved

• Researcher
• Test participants
• Stakeholders (Step 1)