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Interview Script Guide

A structured approach to conducting consistent, unbiased, and insightful user interviews.

The 4 Phases of an Interview

1. Introduction & Warm-up

Set the stage, explain the purpose, and make the participant comfortable. Obtain consent for recording.

"Hi [Name], thanks for joining. We're testing a new feature today. There are no right or wrong answers; we're testing the design, not you. Is it okay if I record this session?"

2. Context Questions

Ask about their background and current behaviors related to the topic. This builds rapport and provides context for their actions later.

"Tell me about the last time you shopped for clothes online. What was that experience like?"

3. Core Tasks / Topic

The main part of the interview. Observe them performing tasks or ask deep-dive questions about specific topics.

"Please try to find a pair of running shoes in your size and add them to the cart. Please think out loud as you go."

4. Wrap-up

Give them a chance to add anything you missed and thank them for their time.

"Is there anything else you'd like to share that we haven't covered? Thanks so much for your help today!"

Asking Good Questions

Do

  • Ask open-ended questions (Who, What, Where, When, Why, How).
  • Ask about past behavior ("Tell me about a time...").
  • Embrace silence to let them think.

Don't

  • Ask leading questions ("Don't you think this is cool?").
  • Ask yes/no questions (unless confirming a fact).
  • Ask about future behavior ("Would you use this?"). People are bad at predicting the future.