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User Interview Questions (Customer) - Coggle Diagram
User Interview Questions (Customer)
Continuous Narrowing
General Question (Introduction, Opening and Setting the Stage)
Tell me a little about yourself, what do you do for a living?
Main Topic (Filter down to the area you are interested in)
We are interested in learning about your thoughts,
feelings, and behaviors related to bill splitting ?
Follow up
(Get more specific, drill down)
You mentioned budgeting. Tell me more about that.
Get specific (Look for examples and stories. Introduce any PayPal-specific questions)
What apps do you use? How does PayPal fit into that?
Leading Questions :red_cross:
Avoid
• Would you use this?
• Would you buy this?
• How much will you pay for it?
• How much do you like this?
• Do you need this?
We are there to understand motivations, goals, and perhaps preferences. These questions are better asked in market research or as a survey
Interview Instincts
Start general, encourage recall, avoid speculation
• What were the steps?
• Can you tell me the story in detail?
Can you tell me the last time you…?
Ask open neutral questions
Can you tell me more about that?
Show don’t tell
Can you show me how?
Where did you do that?
Memory freshness
Approximately how long ago was that?
Frequency - expertise & severity
How often do you do that?
Does it always happen like that?
Probes – getting the detail
Questions
Who, if anyone, was with you?
What happened next?
How was that for you?
How else could you have done that?
Introduction
