The Art of Crafting Open-Ended and Activity-Focused Questions

Creating open-ended and activity-focused questions is an essential first step in conducting effective user interviews. Rather than leading your user to a pre-determined answer, these types of questions allow for unique responses that can provide valuable insights about their experiences with your product. For instance, instead of asking "Do you enjoy using our product?", an open-ended question such as "Can you describe your experience using our product?" encourages the user to share their thoughts and feelings unabridged, offering a deeper understanding of their perception towards your product. On the other hand, activity-focused inquiries zero in on the specific actions your users take when utilizing your product. Questions like "What was the first thing you did after opening our app for the first time?" help you understand the user's journey and behavior, allowing you to uncover potential pain points or opportunities for improvement.

Interpreting Silences and Reading Body Language

It's not just about what your users say, but also how they say it, and what they don't say. Silences during an interview might initially seem uncomfortable, but they can offer a wealth of information if interpreted correctly. They could indicate thoughtfulness, confusion, discomfort, or even dissatisfaction - all crucial signals for you as a Product Manager seeking to understand your user's experience. Similarly, reading body language can offer non-verbal cues about your user's feelings towards your product. For example, a furrowed brow might suggest confusion, while leaned back posture could denote disinterest or lack of engagement. Observing these clues can enhance your understanding of the user's honest reactions, which may not always be verbally expressed.

Validating Interpretations and Avoiding Biases

While diving into the nuances of user behavior, it's crucial to validate your interpretations. After observing body language or hearing responses, paraphrase your understanding and ask the user for confirmation. This step ensures that you're correctly interpreting their input and serves to clarify any ambiguity. Avoiding biases is equally important, as they can significantly skew your understanding of the user's experience. Confirmation bias, for instance, may lead you to seek out information that confirms your pre-existing beliefs, filtering out potentially valuable contradictory insights. To mitigate this, approach your interviews with an open mind and a willingness to challenge your assumptions.