As user research has matured we've accumulated slogans and dogma about what it means to be a good researcher. At times these get in the way of helping our teams improve their services. Will shared some awkward truths - learned from bitter experience - that will help you escape the dogma and become a better user researcher.
People
Will Myddelton
Methods
User InterviewsUser interviews explore people’s circumstances, experiences and needs through a guided conversation. Use them when you need to understand a problem in depth or learn how a service fits into someone’s life. Recruit current or likely users, prepare open questions and possible follow-ups, and ask for concrete examples rather than idealised accounts. Start with consent, listen carefully, and allow useful unexpected topics to emerge. A discussion guide keeps the research focused without turning it into a rigid questionnaire. Interviews can accompany usability tests when you also need to observe people using a service.