Ask and Listen

Interviews and surveys are another way to collect data points to help you empathize with the customers. Important points to keep in mind during this process:

  • be an empathic listener
  • don’t judge
  • always clarify if you didn’t understand
  • if you record – inform about this and ask permission. Share the information how the recording will be used (for internal purposes only) and always make sure to destroy it after your insights are ready to ensure data privacy
  • remember that what people say won’t always reflect what they think and what they do

You will get more guidance on the interviews in the next lesson, but you should take note on the principles and good practices outlined here.

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