build rapport
Chit chat & accept offered drinks,
but don't confuse the user.
Explain what you're going to do. Make them comfortable.
its a
conversation
Come with an outline and goals, not a script.
Let them ramble.
Look interested.
listen
Put on your psychiatrist hat.
Be OK with silence.
Ask "what else?" or "and?" or "what next"?
USER = Expert
You are the novice.
Ask them to teach you.
Avoid answering product-related questions.
NO LEADING QUESTIONS
"What do you think? Would you use that?"
NOPE
"What do you expect to happen?"
"Tell me about this screen."
"Walk me through the last time you did X"
USER != Designer
Avoid asking them "how would you design it?"
PRACTICAL QUESTIONS
"Can you give me a specific example of that?"
"When was the last time you did X? Walk me through that."
"What do you expect to happen when you click that?"
"Tell me about how you use our product."
"Tell me about your typical day."