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Will Myddelton

483 days ago
Unfiled. Edited by Will Myddelton 483 days ago
We do a lot of phone interviews at GDS. They are a great way to quickly get some high-level qualitative insights. 'Paired phone interviewing' is something we are trying out as a way to:
  • involve your team in a phone interview (user research is a team sport)
  • Interviewer, note-taker, participant (can be in separate locations/desks)
Will M
  • Conference call details that everyone can dial into 
  • Calendar invitation with the dial-in details 
  • Google Doc with your interview questions
  • Informed consent from your participant
  • How it works
  • The interviewer dials in, opens the Google Doc and works through the questions. They can go off-script and ask new questions as they occur to them (just like in all interviews).
  • The note-taker dials in and goes on mute. They open the same Google Doc to take notes against each question. They can also add new questions to the script on the fly which the interview then asks.
  • The participant dials in and answers the questions. Usually they don’t see the Google Doc but if you want to share it with them in advance you can do this too.
  • Why this works
Will M Generates a higher quality interview
The interviewer doesn’t have to worry about notes and can focus on questions. The note-taker adds questions that the interviewer might miss.
Improves interviews over time
caroline.jarrett@digital.cabinet-office.gov.uk Your script gets updated with better questions. Better still, the note-taker can critique the interview technique after the call. Feedback is a gift.
Will M Makes it easy to arrange research
You can set the session up weeks in advance and then forget about it. When the day comes around the research just happens.
Involves your team in the research
Will M
  • Caroline - how do I make this a heading?!
The note-taker can (should) be a non-researcher. They don’t even have to leave their desk! They just dial in, take notes, and get back on with their work. If you use a domain expert they can understand all the crazy domain-specific jargon. For example, use a developer to take notes when you’re interviewing a developer.

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