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Writing effective user interview questions
When gathering information from users, direct questions can often miss the mark.
First, think about the information you need from users (usually your research question). Then, consider multiple approaches that might reveal insights that can help answer your research question. Lastly, design conversational paths that naturally lead the discussion to the answers you need.
If this approach seems challenging, start with open-ended questions and then ask clarifying follow-ups.
Here are some ideas from our team:
Opening questions are useful in understanding the context your participants are in and what their day-to-day looks like.
- Before we begin can you tell me about your role and background?
- How long have you been in this line of work?
- What are your primary responsibilities?
- Can you tell me about the last time you interacted with the registrar?
- What is your experience with the .gov registrar?
- How frequently do you log in to the .gov registrar?
This section provides examples of open-ended, non-leading questions.
- Can you tell me about the last time you ___?
- Can you walk me through ___?
- What steps did you take when you were working on ___?
- Can you explain how you handled ___ in the past?
- Can you take me through the process of ___ from your perspective?
- Can you explain what led to your decision during ___?
After a user sees a UI for the first time, keep the conversation open to gather whatever they’re thinking, then dive deeper to understand why they feel a certain way.
- What are your first impressions?
- Let’s say you need to do X. How would you do that using what’s in front of you?
Cool-down questions cover how they feel the experience went and learn their overall impressions. This is a great time to find out if participants feel that something is missing.
- If you could pick one thing to be added to the registrar tomorrow, what would it be?
- Thinking about what you’ve seen today, what do you think is missing from the registrar?
- Is there anything we haven’t considered that might make your job easier?
- Do you have any questions about what you saw today?
- Did you have any questions before we wrap up?