🎤Customer & Domain Expert Interviews

Customer interviews can be both formal and informal. In either case, it's important not to lead the customer towards certain answers or allow them to envision a product solution themselves. In a customer interview, you might ask

Could you tell me what a day looks like for you?

What activities [manage vs monitor vs. actively influence] [activity/process x]?

Could you describe the culture of your [job, community, discipline]?

How soon afterwards does [problem] manifest itself?

How have you tried to solve the problem in the past?

Insights and Artifacts

At minimum, Problem-Space Customer Interviews should produce:

• Data-infused use-case scenarios

• Pain-point narratives

• The customer's perception of an "ideal state"

• The customer's perception of alternative solutions

• How the customer views stakeholders involved in the space