Customer Research
Customer Discovery Interview Script
A structured approach to conducting customer discovery interviews with open questions, active listening, and probing. Yields deeper insights than surveys or focus groups.
When to Use This Framework
Understanding customer pain points
Discovering product opportunities
Validating product ideas
Building customer empathy
How to Apply This Framework
- 1
Prepare 5-7 open-ended questions
- 2
Choose diverse participants
- 3
Schedule 30-45 min calls
- 4
Use active listening techniques
- 5
Probe on answers
- 6
Avoid leading questions
- 7
Take detailed notes
- 8
Synthesize themes
Real-World Examples
Stripe interviewing merchants about payments
Figma talking to designers about collaboration
Notion understanding knowledge workers' workflow
Strengths
- Yields rich qualitative data
- Builds deep customer understanding
- Uncovers unexpected insights
Limitations
- Time-intensive process
- Small sample sizes
- Requires skilled interviewer
Related Frameworks
Consider combining this framework with:
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