Research
What we learned from 400 customer interviews
The interview questions that work, the ones that don’t, and how we turn answers into design decisions.
Written by
Sofia Marín
The interview questions that work, the ones that don’t, and how we turn answers into design decisions.
Ask about the past, not the future
People are bad at predicting what they will do, but good at describing what they did. Instead of asking whether someone would use a feature, ask them to walk you through the last time they had the problem.
Our five standard questions
What were you trying to get done?
What did you try first?
Where did you get stuck?
What did you do instead?
How often does this happen?
From notes to decisions
After each round of interviews, we write a one-page summary with the three problems we heard most often. That page decides what we design next.
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Process
Our discovery playbook for week one
How we spend the first five days of every project, and what you get at the end of the week.
Design systems
Design systems small teams can maintain
Most design systems fall apart when the person who built them leaves. Here is how we set ours up to last.
Engineering
How to write a handoff file engineers love
What goes into our handoff files, what we leave out and why fewer notes often work better.
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