#IXD303 – Interviewing a Counsellor

An area that I am limited to is interviews, this is one of the first times I’ve conducted a user interview in this scenario so before I get into I have to prepare for it. Additionally, in the UX field, there is a large emphasis on user interviews, these help me ask questions to determine problems in order to find opportunities. Additionally, using the double diamond process, the earlier user interviews are conducted the better.

Conducting Interviews

As someone who gets anxious about these types of things, it’s extremely helpful to lay a foundation I can go off so I can better interact and communicate with others.

What is my research object?

What do I need to find out?

Do’s & Don’ts


Ask open-ended questions – This is especially important during the stage I am in now, it’s key to find out what people are trying to do and what problems they are facing.

Use similar questions every time – The base to the questions must be the same or similar format to be used repeatedly. If not then this can create a bunch of chaotic information with different meanings.

Ask follow-up questions – Follow-up questions help clarify what a user has said and can give the interviewer additional insight.

Embrace silence – This makes the interview go at an even pace and creates breathing room for both people. *Avoid small talk during this*


  • Avoid leading/direction questions – An important aspect of user research yet a common problem, this happens when the interviewer asks a question encouraging a response they intended.
  • Don’t ask yes/no questions – these questions can become very destructive to a case the interviewer is hoping to build, instead, ask more expansive and broad questions to try and capture as much information as possible.
  • Don’t make assumptions – this happens when the interviewer feels like they know the answer, instead ask stupid questions as this can cover a broad spectrum and bring out more valuable information.
  • Don’t ask people what they want – Never ask people for suggested features or solutions as users aren’t designers and this can create biasness. I have to find out what people’s problems are, and then build the future.


The Interview


  • Many parents don’t know where to start
  • Many kids experiencing mental health problems are resulting from environmental/financial problems.
  • Children find difficulties in explaining problems
  • Kids are monitored for a limited amount of time
  • Shortage of staff
  • Kid’s mental health has increased during the pandemic
  • Long waiting time for many children to mental health services
  • Social services aren’t equipped to deal with online







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