Ask about specific past experience

While asking about past experiences is a good strategy, it’s not always easy to keep the conversation on track. Even when participants start recounting specific stories, they can often stray into generalizations. For example, they might begin with a detailed description but then shift to talking about their preferences in broader terms. As the interviewer, it’s your responsibility to gently guide them back to the specific event.

To keep users focused, try these tips:

• Ask about specific moments: “What happened next?” or “Can you walk me through that?”
• Let the participant talk without interruption, but be ready to steer the conversation back on topic if they go off track.
• Use memory aids by referring to the context of the situation to help them recall details.
• Practice active listening to avoid misinterpreting their answers, ensuring you capture the true story.