Jennifer Rash interviewed me for DesignTalk, her blog.

I pulled out one part of our exchange, but there’s more and you should read the whole thing (it’s pretty short!):

What is your approach for discussing sensitive topics?
I can think of plenty of times where participants opened the door to an off-topic sensitive area (say, repeated, thinly-veiled references to being frustrated with a spouse) and I just left it alone, because it wasn’t germane to our focus. In general, It’s worth being clear with ourselves whether a topic might be uncomfortable for us or for our participants and not conflating the two. So I think there’s a combination of sensitivity for either party, and relevance that informs how if or how I proceed.

When we’re talking about sensitive topics, I’ll generally be neutral (maybe using body language to indicate I’m listening rather than an exclamation like “oh no!” that indicates I have my own emotions about what they’ve shared). My follow-ups may be neutral and direct (“What did you decide to do then?”) if I perceive my participant as comfortable, but if I’m going to be more cautious I can ask a projective question, where the question isn’t about them, but some other group of people.

Q: How have you seen other people in the community deal with that situation?
A: Well, when it happened to me, I decided to…

Making the question less direct sometimes prompts a response about them, but those cases, it was their choice to talk about themselves specifically rather than more broadly about other people.

Here’s my sub-5-minute video on Asking User Research Questions

In the past couple of months I’ve managed to post a raft of new episode of Dollars To Donuts, the podcast where I speak with people who lead user research in their organization.

Here are the latest episodes

• Danielle Smith of Express Scripts
• Amber Lindholm of Duo Security
• Julia Nelson of MOO
• Chris Kovel of First Abu Dhabi Bank
• Noam Segal of Wealthfront
• Laith Ulaby of Udemy
• Kathryn Campbell of Ticketmaster
• Laura Faulkner of Rackspace

You can also find the podcast on Stitcher, Spotify, Google Play, and Apple.

Artwork by Eli Jorgensen

I had a wide-ranging and personal conversation with Jason Ogle for the User Defenders podcast. We talked about my professional trajectory, my disdain for Forrest Gump, rapport-building, listening, disgust, and war stories from fieldwork. Our conversation is now live on the User Defenders site, and embedded below

And yeah, that’s me in a black-and-purple cape, but you’ll need to listen to the episode to understand what’s about.

I had a great chat with Zack Naylor about user research for the Aurelius podcast. We talked about

• Why you should be doing [more] user research
• How to convince your stakeholders that user research is important
• 3 approaches to building brilliant products and features (and which one is best)
• Convincing your stakeholders and leaders to do (more) user research
• What is a user research process to make sure you’re learning the right things
• The difference between research analysis and research synthesis

It’s posted here

and embedded below

I had a fantastic conversation with Karthik of the Design Your Thinking podcast, posted in two separate episodes.

The first episode is Problem Space vs. Solution Space

Listen at that link, or here, or embedded below

The second episode is Master The Art Of Listening

Listen at that link, or here, or embedded below

Interviewing Users is now available in Japanese!

I wrote a short piece for UX Mastery

about ensuring the results of user interviews have the most impact. I’ve included an excerpt below, but you should read the whole piece here.

In your analysis, how do you decide what’s important?

Take time at the beginning of the research to frame the problem. Where did this research initiate? What hypotheses – often implicit ones – do stakeholders have? What business decisions will be made as a result of this research?

What research reveals doesn’t always fit into the structure that is handed to you ahead of time, so knowing what those expectations are can help you with both analysis and communication. Some things are important to understand because they’re part of the brief. But other things are going to emerge as important because as you spend time with your conclusions you realise “Oh this is the thing!”

Jennifer Kim talks about her experience in preparing for (or not) conducting her first interviews. She is honest about her mistakes, and what she’s learned. I found myself feeling critical of her general neediness: when a participant doesn’t react well to her unprepared interviewing, she is hurt; when a participant gives her feedback and encourages her, she takes that to heart. It’s her job to make the participant feel good, not the other way around. But that lesson may come later, she’s the rawest of beginners and is revealing her own vulnerability in the experience, and I give her full credit for that strength of character.

(thanks to Christina Wodtke)

I recently spoke about How to Interview Users to Uncover Insights the Lean Product Meetup in Silicon Valley. They’ve just posted the video and I’ve embedded it and the slides below.