Read the discussion guide
User researchers use a discussion guide during interviews. This works as a loose script to assist the researcher during the interview. It ensures that all key questions and areas of interest are covered.
The discussion guide can be used to list the aims and objectives of the interview. It can help provide a structure, listing the key things you would like to explore with participants.
Take a few minutes to read your discussion guide before going into your interview. Being aware of the objectives for the session will help you with noting down points of interest.
Make observations
You do not need to take down everything your participants say, but try to capture as much of their response as possible. Make note of key points for each area of interest that you explore.
Good notes stick to observations, rather than personal interpretations. For example, something you see or hear during a session. It is great to capture a few direct quotes from your participants, or key phrases that express their personal experience.
The GOV.UK Service Manual advises note takers to look for:
Things people do
- Processes
- Tasks
- Tools
- Body language
- Behaviour
- Workarounds
How people think
- Goals
- Choices
- Reasons
- Knowledge
- Gaps in their knowledge
How people feel
- Motivations
- Reactions
- Fears
- Frustrations
You should also make a note of:
- quotes you feel are of particular interest – try not to paraphrase
- tangents – these are things participants say that are outside of the discussion guide
- examples or analogies that relate to what is being tested
Ask the researcher leading the interview session where they are storing notes – they may have a template that you can use.
Things to remember
Remember:
- to try and capture as much information as possible — we can always discount it later
- do not worry if you miss something, let the interviewer know after the session— they might be able to help you to fill in any gaps
- that you can record notes by hand or by typing them up
- not to worry about spelling – the main thing is that you can understand your notes
- if you would like to ask a question, send the interviewer a message – they will try and include it if they have the time
- to consider reviewing your notes after the session to edit them and make them clearer to understand
Be mindful of the participant’s privacy
Make sure that you follow everything which has been detailed out on the participant’s consent form. This will include not sharing information from the interview outside of the user research session.
Read the GOV.UK Service Manual or chat with your lead user researcher if you are unsure.
Examples of helpful notes
About yourself?
- Have been working since end of 2019, as a newly qualified social worker
- I am currently working in the discharge team in Homerton
- Main responsibility is to assess patients and ensure safe discharge
Who do you work with?
- I work alongside ward staff, therapists, nurses, doctors, other social workers
- Also work with Age UK, partnering services like mental health services depending on the client’s needs
How are you communicating / liaising with others?
- Created my own system! [shows the system on screen]
- Now you can search a patient and it comes up, but I also search my own labels – [own labels – case notes, referrals, duty, safeguarding]”
Examples of less helpful notes
People allocated to me
- Workflow steps not completed yet
- A quick relationship view
- Children have multiple siblings
- Search is most useful
- No problems documenting communication
- Emails are easy because you can copy and paste
- You should add context