Erika Hall

Do not let them take control of the interview from you. While listening to someone go on a rant about what isn’t working can be interesting and useful, it’s up to you to guide the conversation.

The maximum number of interviewees is the number you actually have time to talk to.

As a rule, and as time permits, it’s best to interview stakeholders individually.

During the discussion, take care to note whether anyone seems particularly reticent. Follow up with that person with a quick note to give them an additional opportunity to give you information.

it’s better to send a few key questions via email than not get any information from them at all.

Each interview should be thirty minutes to an hour long.

Send an agenda and the key questions ahead—not all the questions, but the ones the participant will benefit from knowing in advance. More complex topics might require some forethought.

we want to get your input.

We’ll use your input to make sure that the design meets your needs as well as those of the visitors.”

Explain to what extent the information will be shared, by role or business function. “Please feel free to be totally frank. Honest answers are essential to this process. We’re talking to people throughout the organization, and will group answers together rather than focusing on what one person said. If we use a direct quote, we will not attribute it to you personally