1. Interviews

2. Unstructured - are not directed by a script. Rich but not replicable. Structured - are tightly scripted, often like a questionnaire. Replicable but may lack richness. Semi-structured - guided by a script but interesting issues can be explored in more depth. Can provide a good balance between richness and replicability.

3. Interview questions Two types: −‘closed questions’ have a predetermined answer format, e.g., ‘yes’ or ‘no’ −‘open questions’ do not have a predetermined format Closed questions are easier to analyze Avoid: −Long questions −Compound sentences - split them into two −Jargon and language that the interviewee may not understand −Leading questions that make assumptions e.g., why do you like …? −Unconscious biases e.g., gender stereotypes

4. Running an interview Introduction – introduce yourself, explain the goals of the interview, reassure about the ethical issues, ask to record, present any informed consent form. Warm-up – make first questions easy and non-threatening. Main body – present questions in a logical order A cool-off period – include a few easy questions to defuse tension at the end Closure – thank interviewee, signal the end, e.g, switch recorder off.

5. Enriching the interview process Props - devices for prompting interviewee, e.g., a prototype, scenario

6. A note on focus groups The first thing most people think of when they think about talking to users is assembling a focus group. Don’t do this. Focus groups are artificial constructs that, like juries, can be swayed and manipulated by strong participants, throwing off the natural results You go to them

7. Summary Three main data gathering methods: interviews, questionnaires, observation Interviews may be structured, semi- structured or unstructured Techniques can be combined depending on study focus, participants, nature of technique and available resources

8. Try it out…. In pairs Let your partner look at artifacts on your mobile Get them to explain the significance, when they were created etc etc. Swap over Now discuss possible additional services

9. Some interview techniques Directed storytelling –Ask people to tell stories about specific times they performed an action or interacted with a product or service ( first time, didn’t work, did something new) Unfocus group –Assemble a group of experts in a field to explore a subject or product from different viewpoints – get an atypical view Role Playing –With a willing group, role play different scenarios ( emotions and attitudes can be solicited) Extreme user interviews –Interview people on the outer edge of the subject matter Desk/purse/briefcase tour –Ask people to give a tour of their desk etc; this can give you an insight into the tools work habits, personalities

10. Interview Case-study: Collaboration Among Mobile Workers (Nelson et al, 2001) [http://www.fxpal.com/?p=QuietCalls Focus of the study? Context of the study? Study methods used? What insights did these methods provide? What design solution was proposed? Access this case study in Links Skim read the article answering the questions oppposite

11. Interview Case-study: Collaboration Among Mobile Workers (Gutwin & Pinelle, 2003) study focus/context Considered semi- autonomous work of healthcare professionals study methods –Three rounds of interviewing Informal Focussed on artefacts Follow-up –Field-studies Insights? –People leave ‘traces’ for others to make use of. –Low-effort/low-cost methods for communication are important –Asynchronous communication Design solutions? –Simple digital tags? (cf. GeoNotes etc)