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Researching User Needs

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Follow-up questions

1:09 with Tomer Sharon

In many cases, follow-up questions are the ones that reveal the stories you are looking for.

In many cases follow up questions are the ones that reveal the stories you're 0:00
looking for. 0:05
Have these questions in your question arsenal, ready to be used when needed. 0:06
Point to reactions, contradictions, paradoxes, unexpected reactions, or 0:12
laughter might help reveal an important story. 0:17
Why do you laugh when you mention Facebook? 0:21
Clarification, when you say that, you mean your laptop, right? 0:24
Reflecting back, so what I hear you're saying is, is that right? 0:29
Reflecting back might uncover a more accurate story and 0:35
help eliminate rationalization. 0:38
Native language, why do you call your phone, my extended arm? 0:41
Your interviewers jargon can teach you a lot about the meaning they attach to 0:46
different things. 0:50
Why? 0:52
When you hear an answer about something, make sure you understand it by asking why. 0:53
Ask the interviewee to explain their behavior and choices. 0:59
If why sounds a bit aggressive, replace it with the softer, tell me more about that. 1:03