Follow-ups1:11 with Hope Armstrong
Once you've asked a question, you should dig deeper to learn more from the person you're interviewing. Follow-up questions are important at getting to deeper insights about your users and their motivations.
- Point to reactions, contradictions, paradoxes, unexpected reactions, or laughter that might help reveal an important story. Why do you laugh when you mention Facebook?
- Clarification, when you say that, you mean your laptop, right?
- Reflecting back, so what I hear you're saying is, is that right? Reflecting back might uncover a more accurate story and help eliminate rationalization.
- Native language, why do you call your phone, my extended arm? Your interviewees' jargon can teach you a lot about the meaning they attach to different things.
- Why? When you hear an answer about something, make sure you understand it by asking why. Ask the interviewee to explain their behavior and choices. If why sounds a bit aggressive, replace it with the softer, "tell me more about that."
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