Interview Script Template
Reference for Facilitator and Observers
Can be used for internal stakeholder interviews and external customer interviews.
Goals of Interviews
Identify where the user experience is meeting expectations and where there are areas for improvement.
Understand the current experience from the stakeholder perspective.
Understand stakeholder expectations for [product/feature].
Identify missing requirements, pain points, opportunities.
Participants
Domestic and International
Person’s role, title, location
Person’s role, title, location
Person’s role, title, location
Use of Results
Understand the user experience and ‘day in a life’ of API designers, collaborators and admins.
Understand the problem space and pain points with [product/feature].
Discover any unknown issues in the current process.
Synthesis data for creating internal domestic and international benchmarks.
Collect reference data for creating future strategy to address known issues.
Observation Tips
Record what you observe. Observers take notes and record metrics. Record direct quotes.
Look out for potential quick wins that the team can address quickly.
Take notes of behaviors and experiences reported by the participant.
Watch out for non-verbal signs of discomfort and frustration during specific questions.
For the sake of time, the facilitator will go through the questions and at the end of the session, you will be able to ask additional
questions.
Greeting and Intro
Hi, I’m ___________ and I’m a User Experience Designer. I’m work with the team to help improve the ease of use of [product/feature]. Part
of my role is to get feedback from people like you to understand what works well and what needs improvement to better help you accomplish
your goals.
Your feedback will be used for the team to help understand the problem space.
This session is being observed by some members from the team who are taking notes.
Is it ok with you if we record this session? (If recording the session ask for permission. Note: May alter the honesty in the feedback.)
Do you have any questions before we get started?
Warm-up Questions
1. Where are you based and how long have you been at [Company]?
2. Can you describe your current role and how you use the [product]?
Show app on screen or ask stakeholder to go to app.
Interview Question Possible Follow Up Questions Notes
1 When was the last time you used Listen for access point
the [feature] in [product]? Why?
What did you search for? Why?
What works well? What doesn’t work
well?
2 How did you get to the [feature] in the What works well? What doesn’t work
[product]? well?
3 In an ideal world, how would you like How would you like to see issues that
to see information about [feature] and may arise?
other help resources?
What is the business impact of this
information?
4 Is there anything missing from the Filters?
[product] today?
Page specific help
recommendations? Is anything
missing that you need? Do you think
designers, collaborators and admins
have different documentation needs?
5 What problems do we need to solve
in order to make [task] easier for
you? For this task, what does success look
like to you? What would you expect to
see? What would be most valuable?
Wrap-up Questions
1. In an ideal world, with no technical limitations or barriers, how would you like to [accomplish task in product]?
2. What is the 1 thing we need to update to make [product/feature] helpful?
3. Do you have any other comments or feedback?