An ultimate guide to empathize with users

As a UX/UI designer, your primary focus is on understanding and enhancing the user’s interaction with the product you’re designing. At interviews, you will explore the initial phase of the design process, which involves empathizing with users — a crucial step in crafting an exceptional user experience. To cultivate this empathy and gain insights into user pain points, it is important to engage in conversations with real individuals who may potentially utilize your product.

Interview preparation checklist for user research

Whether you’re conducting interviews in person or through online channels, it’s essential to be well-prepared before engaging with actual users. The objective is to maximize the limited time available and gather comprehensive insights from their unique perspectives. Here are several key steps to consider in your interview preparation:

1. Formulate interview questions

Develop a set of questions that will be posed to all interviewees. While consistency in your interview questions is advisable, this list serves as a flexible guide. You can adjust your questions as needed to delve deeper into the user’s experiences and pain points.

2. Assemble necessary supplies

Create a checklist of materials required for the interview, which may include a computer, a printed list of questions, or paper and a pen. If you’re using new equipment or technology during the interview, ensure you are well-versed in its operation beforehand.

3. Research your participants

Dedicate time to learn about the individuals you will be interviewing. If participants have shared personal information prior to the interview, take note of it. This information can encompass their name, demographics, relevant experience with your product, or details about how they discovered the interview opportunity. This knowledge can be leveraged to enrich the conversation during the interview and build rapport. In organizational settings, it is advisable to verify participants’ identities on platforms like LinkedIn to ensure they are not affiliated with competitors.

4. Practice

It is advisable to rehearse your interview questions before conducting an actual interview. This practice allows you to refine your questions and ensures a smooth interview process. It also helps gauge the interview’s length and whether adjustments are needed. You can practice asking questions in front of a mirror or with a trusted colleague.

5. Greet the participants

As you meet participants for the first time at the beginning of the interview, you want to establish a positive and welcoming atmosphere. Consider the following actions when meeting interview participants:

• Build Rapport: Creating a favorable rapport involves establishing a professional yet friendly interaction. Initiating light conversations, such as inquiring about the participant’s day, can help establish a connection before the interview officially begins. Simple questions and welcoming gestures can put participants at ease, encouraging them to express their true thoughts.
• Express Gratitude: Prior to commencing the interview, express gratitude to the individuals you’re interviewing for dedicating their time to share their perspectives. This not only helps in building rapport but also reinforces the value of their input.
• Gather Basic Details: During the initial meeting, don’t forget to inquire about essential information relevant to the interview, such as their name and demographic details.

Conducting the interview

Conducting interviews to empathize with users revolves around creating a comfortable environment for users and asking probing questions. Consider the following points during the interview process:

1. Observe interview etiquette

When asking questions, maintain clear and concise communication while upholding a professional demeanor, regardless of how users respond. Demonstrate active listening by nodding, making appropriate eye contact, and taking notes.

2. Pose open-ended questions

Avoid questions that can be answered with a simple “yes” or “no.” Instead, focus on questions that begin with “why.” For instance, instead of asking, “Do you enjoy visiting the library?” inquire, “Why do you have a preference for or against visiting the library?” This approach encourages more in-depth discussions and uncovers valuable insights. If a participant provides a brief “yes” or “no” response, follow up with additional questions to encourage elaboration.

3. Take notes

Interviews progress quickly, and without adequate note-taking, it can be challenging to recall participants’ insights accurately. As you engage with participants, make it a priority to document as much as possible. This collection of notes and observations will prove invaluable when devising solutions for user pain points. Here are some best practices for taking notes during interviews:

4. Highlight compelling quotes

Not only record what participants say but also emphasize interesting quotes that reflect their genuine thoughts and feelings. Incorporating these quotes into your empathy maps provides firsthand perspectives from real users, offering valuable insights for your design endeavors.

5. Document participant observations

In addition to verbal responses, record observations about participants’ moods, expressions, body language, and behaviors. Pay attention to external factors, such as distractions, which might influence interview responses. All these observations contribute to creating comprehensive empathy maps.

6. Record interviews

Seek participants’ consent to record their interviews. These recordings can be highly useful for revisiting specific segments of the interview or making additional notes after the interview concludes.

7. Let participants share freely their line of thinking

Once you’ve completed the interview questions, provide participants with an opportunity to share any final thoughts or insights on the topics discussed. Some individuals may open up further and reveal additional valuable insights at this stage. Lastly, express your gratitude once more to ensure participants leave the interview with a positive impression of you, your upcoming product, and the brand you represent.

What do you think about these tips? Did you put them into practice? Share your opinion in the comments!