Conduct personal interviews with key persons of the system or associated processes to identify, clarify or discuss potential issues and remedies.

Description

Conduct a Stakeholder Analysis first to find out whom to interview.

Apply a breadth-first strategy, speak with people from different departments, roles, management levels. Include at least business people, IT and business managers, end users, developers, testers, customer service, subject-matter experts.

Plan the interview dates at least 5–10 days in advance, choose a quiet location, make sure nobody can overhear your interviews.

If possible, send out a stakeholder- or role-specific pre-interview questionnaire some days in advance.

Ensure a no-stress and no-fear situation. Never have top managers or supervisors present during interviews of their subordinates. Explain your positive intent and your role in the improvement project. Have water and cookies at hand. Make your interview partners feel comfortable and relaxed. Be honest and humble. Never ever promise something you cannot guarantee!

Ask open questions.

Record or take notes of questions and answers.

Some typical questions:

  • What is your role in this project?
  • What is great about the system, the business and the processes?
  • What worries you about the system? What are currently the 3 worst problems?
  • What problems or risks do you see in (business/development/operation/usage…)?
    • Can you show/demonstrate this problem?
    • How can I reproduce this problem myself?
    • When/where does it occur?
    • What are the consequences of this problem? Who cares about this problem?
    • How can we/you/somebody overcome this problem?
  • How are the processes working? What are the differences between theory and practice?
  • If you had time, money and qualified people, what top-3 measures do you propose?
  • Is there anyone you think we need to speak with who isn’t on our list?
  • How would you like to be involved in the rest of this project, and what’s the best way to reach you?

In case people told you about severe problems, try to experience or see those problems yourself. At the end of the interview, give short feedback and summarize important results to ensure you understood your interview partner correctly.

Experience

Expect the usual difficulties in human communication: people will love or dislike your work, the interview or the intent of your endeavour.

  • Some people will hold back information, either accidentally or deliberately.
  • You have to create the big picture yourself. Most people tend to focus on their specific issues.
  • Double-check critical statements, as some people might exaggerate.

References