User Interview Script Template

# User Interview Script

**Interview goal:** [One sentence — what you're trying to learn]
**Interviewer:** [Name]
**Duration:** [45–60 minutes]
**Format:** [Video call / in-person]

> **Before you start:** Record with permission. Take sparse notes — don't type full sentences or you'll stop listening. Have a notetaker if possible.

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## Pre-Interview Checklist
- [ ] Recording consent obtained
- [ ] Notetaker briefed (if applicable)
- [ ] Screener confirms participant fits target profile
- [ ] Interviewer has NOT shared product screenshots or features yet

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## Opening (5 minutes)

> Build rapport. Reduce social desirability bias. Set expectations.

"Thanks so much for joining today. This call is about understanding how you [general topic — e.g. 'currently manage customer feedback'], not about testing anything I've built. There are no right or wrong answers — I genuinely want to understand your experience, even if that includes things that are frustrating or broken.

I'll be mostly asking questions and listening. You can stop at any time and there's nothing confidential here — I might share anonymised quotes with my team.

Do I have your permission to record this call for my own notes? [Wait for yes.]

Any questions before we start?"

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## Warm-Up (5 minutes)

> Establish context and get them talking. Start broad.

1. "Tell me a bit about your role and what a typical day looks like for you."
2. "How long have you been doing [relevant activity]?"
3. "What tools do you use day-to-day for [topic area]?"

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## Problem Exploration (20 minutes)

> Explore the problem space deeply. Do NOT mention your solution. Use "tell me more" liberally.

**Main question:**
"Walk me through the last time you had to [do the job you're investigating]. Start from the beginning."

**Follow-up probes (use as needed — don't ask all):**
- "What were you trying to accomplish at that point?"
- "What did you do next?"
- "What was frustrating about that step?"
- "How long did that take?"
- "What did you do to work around [problem]?"
- "What would have made that easier?"
- "How often does this happen?"
- "What's the impact when this goes wrong?"
- "Who else is involved when you do this?"

**Dig into their current solution:**
- "What tools or processes do you use today for this?"
- "What do you like about how you do it currently?"
- "What would you change if you could?"
- "Have you tried other tools? What happened?"

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## Solution Probing (10 minutes)

> Use only if you have a specific hypothesis to test. Show mockups or describe the concept.

> ⚠️ **Important:** Do not describe the solution before completing the Problem section. Let the problem dictate what you show.

"I'd like to show you something we're thinking about and get your honest reaction."

[Show mockup / describe concept]

- "What's your first reaction?"
- "What would you expect to happen if you clicked/tapped [X]?"
- "When in your workflow might you use something like this?"
- "What would make you trust this output?"
- "What's missing that would make this useful for you?"
- "Would you pay for something like this? What would feel like a fair price?"

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## Closing (5 minutes)

- "Is there anything you expected me to ask that I didn't?"
- "Is there anyone else you think I should talk to about this?"
- "Would you be open to a follow-up call if we have specific questions later?"

"That's really helpful — thank you. I'll send you a summary of our main takeaways in the next week."

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## Notetaking Template

Use this during the call. Fill in immediately after.

**Participant:** [Code/name] | **Date:** [Date] | **Duration:** [X min]

| Category | Notes | Quotes (verbatim) |
|---|---|---|
| Context / role | | |
| Current workflow | | |
| Pain points | | |
| Workarounds | | |
| Reactions to concept | | |
| Surprising / unexpected | | |

**Top 3 insights from this interview:**
1.
2.
3.

**Open questions this interview raised:**
-