User-Centred Requirements Handbook |
Commonplace technique where domain experts or less experienced users are asked questions by an interviewer in order to gain domain knowledge. Interviewing is not as simple as it may appear and comes in 3 types: unstructured interviews, semi-structured interviews and structured interviews. The type, detail and validity of data gathered vary with the type of interview and the experience of the interviewer.
Typical Application Areas
Useful for obtaining in-depth data about a particular role or set of tasks. Also useful to obtain detailed feedback on a design option.
Interviewing is still the most widely used and abused method of finding out what users want. The apparent simplicity of an unstructured interview lies in the fact that interviewing appears to be a skill which most adults feel they possess from their experience of social conversation. It is characterised by an unconstrained attitude to the agenda and is a technique that is conducted in practically any human endeavour.
Semi-structured interviewing is useful in situations where broad issues may be understood, but the range of respondents' reactions to these issues is not known or suspected to be incomplete.
Structured interviewing should only be carried out in situations where the respondents' range of replies is already well known and there is a need to gauge the strength of each shade of opinion.
Benefits
Useful for identifying possible areas for more detailed analysis. The data gathered provides information on general rules and principles and is faster than observational methods. Interviews are popular, well known and widely accepted and are useful for investigating events which occur infrequently.
Limitations
There is room for considerable bias in what questions are asked and how the answers are interpreted. The interviewer may need to acquire domain knowledge in order to know what questions to ask. What people say often differs from what they really do.
What you need
Requires considerable preparation on the part of the interviewer.
Process
In an elicitation context, the semi-structured interview is generally most fruitful.
There are typically four phases in the interview:
1. The "nurturing" phase. This is the initial warm-up to the interview with pleasantries exchanged, and introductions made.
2. The "energising" phase. Here the area of discourse and any existing problems are identified.
3. The "body" of the interview. This is the peak phase of activity, where the interviewer is continually probing, ideally asking open-ended questions about issues to understand the range of responses the users produce. It is important at this stage for the interviewer to remain analytical and neutral.
4. The "closing" phase. Also referred to as the relaxing phase, where summaries may be given as to what has taken place. Subsequent actions are noted, and future planning is made.
Practical guidelines
• If the interview is to be conducted in a structured manner, the questions should be constructed and tested in the same way as for a survey.
• Before the interviews, decide on a list of issues that will be brought up with each user, and identify strategies and 'for examples' in case the users find it difficult to answer to some topics.
• Conduct the interview in a friendly but businesslike way.
• Be consistent in how you pose the questions between interviews.
• Allow the respondent time to elaborate their answer before moving on to the next stage.
• Avoid leading the respondent.
• Be prepared to diverge form the standard questions and probe further if an interesting line of discussion develops (in line with the aims of the interview).
• After the interviews, the design team should pool their notes and present a summary of user reactions to each topic. If more than one interviewee is present, the interviewers may be increased in number but should never exceed the number of interviewees by more than one.
• For hearing impaired users, allow them to complete a survey form equivalent to the interview.
Further information
Preece (1994), Macaulay (1996).
Refer to RESPECT deliverable D6.2 for information on performing
interviews involving users with impairments and disabilities, as well
as elderly and young users.