A conversation to learn what people do, need and struggle with. It tells you what people report, not what they would do with a design: for that, run a usability test.
Written as practical advice. Where a step rests on established research practice, the source is listed under References. Nothing here is a universal rule.
Introduce yourself and the purpose. Say there are no right or wrong answers, and that you are learning about the problem, not judging them. Confirm consent and recording.
Start with easy questions about their role or day. People talk more once they feel at ease.
"Tell me about the last time you…" A specific occasion is remembered better than a general process.
"Tell me more about that." "What happened next?" Ask why carefully: it can sound like a challenge.
Do not fill every pause. People often say the most useful thing after one.
Ask if there is anything you should have asked. Thank them, and say what happens next.
Weak
Do you think this dashboard is useful?
Better
Walk me through how you currently check this information.
Why. The first invites a polite yes. The second gets real behaviour.
Weak
Would you use this feature?
Better
Tell me about the last time you needed to do this.
Why. People cannot predict their own future behaviour reliably.
Weak
Was that frustrating?
Better
How did that go?
Why. The first puts a feeling in their mouth.
Weak
Do you check it daily and weekly?
Better
How often do you check it?
Why. Two questions in one gets half an answer.
Senior designer note“Research questions and interview questions are not the same thing.”
References