Steve Portigal: The art of interviewing users

There’s an art to interviewing customers. It’s so much harder than just asking a few people some questions. If we’re not careful, bias can throw off our findings. And sometimes the most salient information that may inform the next generation of your products can slip by even the most seasoned researchers. Few people have mastered interviewing users as well as our guest today—author and independent research practitioner Steve Portigal. Steve’s just released a second edition to his popular book, Interviewing Users, that expands upon the principles and techniques introduced in the first edition, and provides guidance for conducting user research remotely. It’s essential stuff for anyone in UX. Find the full show notes, transcript and more on our Substack: https://designbetterpodcast.com/p/steve-portigal Bio Steve Portigal is an experienced user researcher who helps companies harness the strategic power of insights. Steve has interviewed hundreds of people, including families eating breakfast, hotel maintenance staff, probiotic distributors, rock musicians, home-automation enthusiasts, credit-default swap traders, business school professors and radiologists. His clients are leaders in telecommunications, banking, media, energy and eCommerce. He is the author of two books: The classic Interviewing Users: How To Uncover Compelling Insights and new, Doorbells, Danger, and Dead Batteries: User Research War Stories. He’s also the host of the Dollars to Donuts podcast, where he interviews people who lead user research in their organizations. *** Premium Episodes on Design Better This ad-supported episode is available to everyone. If you’d like to hear it ad-free, upgrade to our premium subscription, where you’ll get an additional 2 ad-free episodes per month (4 total). Premium subscribers also get access to our monthly AMAs with former guests, ad-free episodes, early and discounted access to workshops, and our new enhanced newsletter The Brief that compiles salient insights, quotes, readings, and creative processes uncovered in the show. Upgrade to paid *** Visiting the links below is one of the best ways to support our show: Zeplin: Few things frustrate designers quite as much as seeing the UI they’ve meticulously designed, botched when built out. But Zeplin can help you make every design-to-dev handoff efficient and accurate so you nail every release on time and on budget. Design Better listeners can get their first month of the Basic Plan free. Just go to zeplin.io and use code DESIGNBETTER to get your first month of the Basic Plan free. Greenlight: Years ago, Aarron and Eli set up their kids with Greenlight, a debit card and money app made for families. Their allowance is automatically deposited into their account and is divided into three buckets: spending, saving, and giving. With Greenlight’s investing tools, we’ve helped our kids learn how to invest in stocks and mutual funds and they can see those investments grow. Sign up for Greenlight today and get your first month free: http://greenlight.com/designbetter Babbel: Babbel’s quick 10-minute lessons are hand-crafted by over 200 language experts to help you start speaking a new language in as little as 3 weeks. Here's a special, (limited time) deal for our listeners: Right now get up to 60% off your Babbel subscription by visiting http://babbel.com/designbetter. Rules and restrictions may apply. Learn more about your ad choices. Visit megaphone.fm/adchoices