Always record the interview (making notes can be distracting)
Begin with simple issues, then move to more complex
ones
Encourage explanation (rather than ‘yes’/
‘no’ answers)
Do not make excuses for system behaviour
Question phrasing:
Neutral (do not agree/disagree with user)
Avoid using jargon
Do not use leading questions (such as ‘how
good was the interface?’)
Use ‘reflection’ (re-phrase question later
to clarify user response)
Use ‘direction’ to extend a user’s
answer (‘Why is this the case?’)
Ask for definitions - explanations of a particular
meaning/domain concept