Customer Research Interview Protocol

Plan interviews that separate evidence from interpretation

The protocol begins with primary and secondary research goals and criteria for a useful interview. It then addresses participant selection, the interview environment, permissions, and ground rules. Listening guidance and follow-up techniques support deeper exploration, while a two-column note-taking method separates direct observations from interpretive notes.

The approach gives researchers a consistent process for collecting customer information that can be revisited and compared after the conversation.

What you’ll find inside

• Research objectives and success criteria
• Participant profiles and screening
• Interview preparation and ground rules
• Active listening and follow-up questions
• Observation and interpretation in research notes