Let's continue with this interview guide here, we're going to look at a few questions, specifically related to our job to be done, hypothesis. Now as I mentioned, it's okay if there's some redundancy with these questions, especially if it's logical redundancy. A subject may respond to the exact same, essentially the same question, differently later on an interview. Because they're thinking about different things, maybe they're understanding what you're after a little bit better. And likewise, logically similar question asked a slightly different way, will sometimes get you better answers. Let's talk a little bit more specifically, about how that might work with some of the question forms we have here. So here's a general purpose ,sort of a general framing question for H-back in a hurry. We might, if we're talking to Trent the technician, we might ask, tell me about your process for heading out to do a repair, how do you deal? And then we might ask, if we don't hear about replacement parts, but we want to hear from them about that. We might ask something about, how do you deal with needing to get replacement parts? But it's always better to start with something more general, and narrow to things that are more specific, to minimize leading the subject, and ideally avoid it. Now this next question is, we're trying to get at the tension between hypothetically the jobs to be done that we've identified with them, and the existing alternatives. So we might ask them, what's difficult about completing a job? Probably the most sort of general question we could ask, what's difficult about making sure the customer is happy, satisfied, what's difficult about working with dispatch? Now, you may not need to use all these questions in every single interview and that's perfectly normal. So some subjects are very talkative and they'll they'll give you a lot, some subjects you have to kind of keep them rolling. With more and more questions like this, to kind of help them unpack what they've begun to tell you. This top five hardest things likewise, you may skip this if you have somebody who just goes ahead and volunteers this kind of information about, this is the way I do it, but this part's really hard. But, here again, we're narrowing, we're getting more specific, and a question here might be, well, okay, tell me what are the top five hardest things about finishing a repair? What are the top five hardest things about working with dispatch, about satisfying a customer? If we asked them and they give us kind of a general answer like, well, I don't know, it's just sometimes they truck, isn't fixed as well as I would like or whatever. Then you can ask them these top five things, to get the idea that you want to give them a bunch of different things and again, sometimes the right question isn't on this list. You may hear something from them and ask them to tell you more about, so the important thing is that. This interview guide, helps you kind of contour the interview and not miss things, and sort of pick the best set of questions to ask a given subject. Not to be something that, you have to make sure that you ask always all these questions in order, and so you have comparative data or something. Here again, you may entirely skip this question, but what are the top five things you'd like to do better on this year with repairs? This gets at, again, their kind of tension, their aspirations, tension between how things are, how they like it to be without leading them. And then if you are surprised you didn't hear a certain thing, you can ask, why is it such and such a thing not on your list, I've heard this from other subjects, is that a leading question? Yeah, it's very leading, but it's okay, because it's at the end of the interview guide. So it's not biasing anything else, you've already heard from this subject, so those are some ideas about drafting, and using an interview guide with real subjects. Another another item is how do you how do you take notes, where do you do that personally? I like to just kind of fast type, I'll make a lot of typos and then I'll clean up the transcript later. The subject ultimately won't mind you typing in, most cases it's fine, some people will record the interviews. I find that what happens in practice there, even though you can send these things to mostly automated transcription services, and get them transcribed. That nobody seems to, that I ever worked with, ever has time to go back and actually do anything with those transcripts. So personally, I like to write him up, a little bit messy, clean them up right away afterwards, and especially separate out the parts that I think are really focal at the time. Although, having a good thorough transcript is important to have around, you may come back to it, when your perspective on what's important changes. Finally, if you have a second person that will go along with you and take notes, that's a terrific thing to be able to do. But there again, I would make sure to converge with that person, make sure you understand their notes. If you're the one, who's going to take those next steps to draft the persona, the jobs to be done. All right, so please consider going out and talking to some subjects, I think you'll be surprised in interesting ways. And regardless, good luck with your work on creating better persona, and job to be done hypotheses.
