Continuous Interviewing

• 02:23

  

  Can product teams respond to support tickets instead of customer interviews?

  Probably not. But maybe.

• 00:54

  

  Capturing what you learned from a customer interview.

  Use an interview snapshot.

• 00:59

  

  Combatting confirmation bias in customer interviews

  What's unique about this customer?

• 02:46

  

  Customers vs. People Like Your Customers

  Start by asking, "what do we need to learn?"

• 03:04

  

  Discovery Interviews vs. User Research Interviews

  All of the above, please.

• 02:54

  

  Do customers make up stories?

  If they did, it would be super easy to tell.

• 03:37

  

  Do you ask different interview questions each week?

  No.

• 01:11

  

  Don’t ask leading questions.

  We all know this, but here’s why we do it anyway.

• 00:58

  

  Every interview is a test of your opportunity space.

  Listen for differences in story structure.

• 01:00

  

  Exploring customer interviewing incentives.

  Cash often isn't the best option

• 00:57

  

  Finding “customers’ to talk to before you have customers.

  Go to them or pull them to you.

• 01:06

  

  Getting reliable feedback from customer interviews

  Ask the right questions.

• 00:56

  

  Getting Started with Story-Based Interviewing

  Show, don't tell.

• 00:59

  

  How do I know when I’ve interviewed enough customers?

  You have never interviewed enough customers.

• 00:57

  

  How do you find customers to interview?

  Automate the recruiting process.

• 02:41

  

  How long should your customer interviews be?

  5-30 minutes

• 00:45

  

  How often should you conduct customer interviews?

  Try to get to weekly.

• 00:45

  

  How to collect a specific story about past customer behavior.

  It takes practice.

• 03:33

  

  Improving your customer interviewing skills

  It takes practice (with feedback)

• 04:43

  

  Is one or two interviews a week really enough?

  It's better than zero.

• 00:45

  

  Make your interview requests specific.

  What’s in it for your customer?

• 02:56

  

  Observing recorded user sessions

  These tools add value, but they don't replace interviews.

• 01:56

  

  Opportunities not related to your outcome

  Get captured on an interview snapshot

• 02:57

  

  Overcoming bias when automating your customer recruiting

  Recruit for variation.