When to use it
Use interviews when you need to understand:- how people describe the process;
- why decisions are made;
- common exceptions;
- informal workarounds;
- handoff problems;
- pain that is not visible in system data;
- differences between roles or teams.
Before launching interviews
The consultant should define:- the business question;
- the process boundary;
- the stakeholder mix;
- the context participants need;
- how the evidence will be used;
- appropriate consent and confidentiality messaging.
Participant talk track
The interview is designed to understand how the work actually happens, including exceptions and workarounds. We are interested in the process, not in evaluating individual performance. Your responses will be used as part of a broader evidence base and validated alongside other stakeholder input.
Review interview quality
After evidence capture, check:- whether the core workflow was covered;
- whether key decisions and exceptions were explored;
- whether the participant provided enough concrete examples;
- where evidence is ambiguous or contradictory;
- which stakeholder perspectives are still missing.
Common mistake
Do not keep probing one narrow topic indefinitely. Once one or two useful probes have established the evidence available, move on so the diagnostic retains breadth.Exact participant invitation flow, interviewer configuration controls and current UI steps are [PRODUCT DETAIL TO CONFIRM] and should be documented against the live product before publication.