Don’t Waste Your Time with Paraphrased Customer Interview Notes

Stakeholders like pull-quotes: What did the customer actually say. Summary notes carry less credibility and could be misleading.

Summary notes also mean you’re deciding in real time what’s important and what’s not. As you’re doing research, one unusual response is an anomaly: ten may be a sign of a pattern, an unanticipated problem that needs attention. If you’ve neglected to take note of it in your original transcript, you can’t go back.

  1. Consider your interviewing to have two phases: recording and synthesizing. Don’t do them at once.
  2. Have a note-taker with you so you can facilitate the conversation and they can be capturing the notes. Recording your interviews is ideal to be sure you’re capturing everything.

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Sr UX Specialist with Canada Revenue Agency, former web dev and product person. 🔎 Lifelong learner. Unapologetic introvert. Plant-powered marathoner. Cat mom.

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Andrea F Hill

Andrea F Hill

Sr UX Specialist with Canada Revenue Agency, former web dev and product person. 🔎 Lifelong learner. Unapologetic introvert. Plant-powered marathoner. Cat mom.