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**DEEE INTERVIEW GUIDE TEMPLATE**

**INTERNAL: NOT FOR INTERVIEWEE DISTRIBUTION**

Purpose

In order to better understand the selected process, the project team (i.e., the team seeking to optimize a given end-to-end process) will conduct interviews with process stakeholders related to the relevant use case. The information obtained via interviews will be critical in incorporating the user experience and ensuring it is a major factor considered when documenting challenges or inefficiencies in the process, and when developing potential solutions. Through these interviews, the project team will further solidify its understanding of the user experience, identify pain points and areas for improvement, understand roles, and validate methods.

The following information is genericized such that it does not apply to a specific process; therefore, the objectives, personas, and questions should be revisited and tailored for each selected process and relevant use case prior to conducting interviews.

Objectives

Outputs of the interviews will drive inputs into the development of journey maps. Interview objectives are to:

· Understand the nuances of organization-specific processes

· Identify common roles and responsibilities across stakeholders in various organizations/functional groups

· Elicit and document user-identified pain points

· Understand each organization’s scope of the process (e.g., handoffs or division of responsibility between customer/provider or different functions)

· Gather information to refine the project team’s hypothesis of personas

· Reconcile differences between the documented process and stakeholders’ self-reported activities and actions

General Guidance

· Interviews should be focused on the stakeholder’s **experience and emotion** throughout the process, and not a process overview (the project team should be able to communicate or show their understanding of the process via a snake chart or similar artifact to level-set and enable this type of experience-oriented interview)

· Effectively communicate to the interviewee that the project team is there for their benefit and **provide some background** on the project goals (e.g., solutioning goals) and how the stakeholder’s participation will impact the effort

· When possible, ask the interviewee to **show the process** rather than simply describe it (e.g., open an application and process a transaction)

· When necessary, **set parameters before asking a question** (e.g., if question is specific to a certain sub-process, inform interviewee of area of interest) so the interviewee can expand on their answer, but stay within the bounds of what information is sought

· Indicate to the interviewee that they will be representing one of the identified personas (if applicable) to **emphasize that****their voice matters**

· Key items to listen/look for and document:

· Actors

· Sub-Process

· Sub-Process Scope 

· Sub-Process Inputs and Outputs

· Exceptions

· Emotions 

· Workarounds

Questions

The questions listed below are provided for reference when conducting interviews. These should not be used as a questionnaire, but instead as a guide for desired outcomes. The *Background/Goals*column explains the logic behind each question and the information desired as a result of the question. If interviewees do not provide the desired information, ask appropriate follow-up questions. **The table below and questions within are not to be shared with the interviewee prior to or during the interview.**

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