Interacting with users to create human centered services: interviews
User experience design cannot exist without the user.
In fact, the user is the key element from which to start when designing new solutions, and that through interaction allows precious information to be gathered for the development process. We can only design useful and usable systems if we have a good understanding of individuals, their needs and the way they effectively complete a certain task.
Therefore, interviews represent a fundamental tool as they provide an opportunity for directly asking the people involved what we want to know. In this way the resources invested in the project will always be optimized. Interviews can be adapted to all contexts, both real and digital.
Different types of output come from interviews. In fact, they are an effective and versatile tool that can be adapted to the project needs. The results of interviews are normally formalized, highlighting the most interesting points that can be used for producing tools such as maps, personas, scenarios, experience maps, etc.
But how do we perform the best interviews? By interacting with the user. The involvement process comprises three parts: introduction, interaction and wrap-up.
Introduction
In the first place, a brief summary of the project should be provided and a definition of the objectives of the interviews, so as to outline the context, focus attention and help the user to understand the aims of the interview.
The user should always be asked for a frank opinion and told that there are no right or wrong answers, just that they should be as sincere as possible.
The interviewer introduces him/herself, describes his/her role and the type of activity to be performed, and underlines the aim of the interviews and the time available. During the introductory part, the users are told that their participation is entirely voluntary, and that they are free to stop at any time. If they wish to interrupt the interview this will have no negative effect on their relationship with the company or institution.
The introductory part aims to make the user feel comfortable and free from restrictions. It is best to use a relaxed but professional tone.
Interaction
During the interaction it is important to ask neutral questions.
Keeping control in the interaction step is the most delicate part of a user interview. If the user changes the subject or if enough information has been gathered on a certain issue, the conversation should be brought back to the appropriate focus.
Maintaining a respectful tone lets users know that their contribution has been very useful, but that there are other subjects to cover during the remaining time.
Wrap-up
At the end of the session, the objectives set out in the introduction are underlined, explaining the final objective for using the answers provided. Finally, the users will be asked if they have anything to add.
In this part of the interaction, also known as debriefing, other thoughts or last minute doubts that the user may have can be raised.
It is also an important opportunity for establishing a relationship of a professional nature with them.
References and recommended resources
- http://www.usability.gov/how-to-and-tools/methods/index.html
- http://www.usabilitybok.org/what-is-usability
- https://uxmag.com/
- https://www.interaction-design.org/literature/article/how-to-conduct-user-interviews
- https://www.nngroup.com/articles/interviewing-users/
- http://www.usabilityfirst.com/
- http://alistapart.com/article/usability-testing-demystified
- http://uxmyths.com/