Set the stage and build rapport

It's crucial to make users feel comfortable from the beginning of the interview so they're more likely to give candid answers. Here are some things you can do to create rapport right off the bat:

• Smile and project a positive attitude: This makes people relax and feel positive.
• Introduce yourself and any people present: Jumping into a video call with strangers can be intimidating, so make sure the participant knows who everyone is.
• Ask permission to record: Even if the participant has already signed the consent form, now’s a good time to confirm their consent.
• State your objectives: Let them know exactly what you're trying to learn and how the interview will progress.
• Tell them how long the interview will last: Set expectations for yourself and your subject.
• Ask personal questions first. Build rapport by asking the subject about themselves and trying to find a connection beyond just being on the same call. Ask them easy questions about their technology habits and why they wanted to try out your tool or prototype. Stick to 3–5 short answers at the beginning of each interview.^[1]