User Interviews

User interviews are direct conversations with the people who will use or be impacted by a product or service. They reveal needs, behaviors, motivations, and frustrations that can’t be captured through analytics or assumptions.

Key Concepts

• Lived Experience: Users share how they actually work, not just how processes are documented.
• Context: Understanding the environment and circumstances in which users interact with a service is as important as the service itself.

Pluribus Expectations

Listen more than you speak. Ask open questions, avoid leading language, and be mindful of power dynamics. Document themes, not just quotes, and use findings to ground design decisions in real human experience.