Step 1: Interview and Research¶

Research and conduct interviews to gain a deeper understanding of technical concepts and to develop a sense of the potential narrative. To prepare for an interview, you can read materials related to the subject (e.g., documentation, previous publications by the subject-matter experts, or related blog posts.) This research informs your interview questions.

Interviews with subject-matter experts (SMEs) form the backbone of empathic communication and technical accuracy. The people we’re interviewing may be experts directly involved in a given product, or they may be product users. Each speaks from experience, providing anecdotal proof and compelling stories. Throughout an interview, the shape of a narrative will usually emerge as we ask our SMEs exploratory questions, for example:

• What problem or task were you faced with?
• How did you think about possible solutions?
• How did you choose or implement a solution?
• How did the solution develop as the project progressed?
• Who/what helped you get it done?
• What difference has it made for you, your customers, or your peers?