How do you research your users to better understand them and find their problems?

@kpyto Hi, Andrew! Thanks for replying. How do you do deep interviews? Can you tell me?

@hollie_youlden Hey, Hollie! Thanks for sharing that! That’s really helpful! What’s the hardest part about doing these customer interviews for you?

@shashcoffe Getting over the initial feeling of intimidation was the hardest part – I wasn't sure if customers would want to talk to me and I was nervous about actually speaking to users. But the interviews were surprisingly enjoyable so I quickly got over that!

@hollie_youlden Hollie, I really appreciate your answer! I have the same problem =) I get nervous before, but enjoy during! Can we have a Zoom call to chat about that topic? I'd like to know more about how you conduct these interviews, what questions you're asking and how you extract information afterward.

@shashcoffe I ask many of the same questions suggested in that URL I shared, though tailor them somewhat to what it is I need to know. I record the Zoom interviews so that during the interview I can give the customer my full attention. Afterwards, I save the audio from the interview, listen to that again with plenty of time to pause and replay, and write my notes.

@hollie_youlden Hollie, how many interviews did you conduct that way in Dec?

@vera_mirzoyan Hello, Vera! You are very very helpful to me! Thanks for your replying. What type of user research works best for you? What’s the most difficult type?

@vera_mirzoyan Vera, can we have a Zoom call to chat about direct customer interviews? I’m curious to know how you conduct them, what questions you ask, and how you extract insights afterward.

@shashcoffe Thanks for the offer Alexey, I have your calendar, and will book a meeting when I find time. You know, it is the end of the year and busy times.

@vera_mirzoyan Yes, I understand. Thanks again, Vera.

@lior_galante_cohen Lior, thanks for your answers, as always! You are very, very helpful to me! 😊🙏🙌 You already answered me about customer interviews in a previous discussion. Now I'm curious how do you do extensive market research? Can you tell me?

@rucha_joshi8 Hello, Rucha. Thanks for sharing your best practices! Much appreciated. Can you tell me more about how do you conduct user interviews?

@shashcoffe So since the pandemic I have only been conducting video call interviews over Zoom. - I prepare an outline of all the things I am most curious to uncover and create a rough interview script. Mom test is a good book on crafting good interview questions - make sure you make the interviewee feel at at ease and ask 'Why questions' follow them up the interesting answers. - I always record my calls and use our own tool - Listener to create short video snippets right then and there and share the highlights with my team almost immediately.

@rucha_joshi8 Rucha, thank you so much for answering. Is Listener your internal tool or can I use it too? How does it work? Can we have a Zoom call to chat about customer interviews? I’m curious to know more about how you conduct them, what questions you ask and how you extract insights afterward.

@shashcoffe Sure, I have sent you a twitter dm.

@rucha_joshi8 Awesome, Rucha!