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This, and all of the user research blogs, give an overview of the process and steps taken for each part. I’ve included images taken from the FigJam boards where the majority of the work lives to illustrate the process.
If you would still like to see further details on each part, please view the FigJam board in full.
It can be found at the end of this page, or on this master page.
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Having planned and recruited for my interviews, I could now conduct them.
From user interviews, I want to gain insights from analysing behaviours and attitudes surrounding public transport. This will focus on current issues and topics, and be a fairly loose discussion style interview. The findings from this will feed back into user journeys.
For each interview, I followed the discussion guide I had prepared, however was happy to not follow it exactly to pursue certain avenues. I find treating the discussion guide as a light direction is best for these types of interviews.
Each interview lasted around 20-30 minutes, which I found to be a comfortable length for this type of things. I recorded the interviews and fed the audio files into a transcription tool called Dovetail. This then let me go through and pull out quotes from them and bring them into FigJam for analysis.
I also gave the transcriptions to ChatGPT, to get further analysis. I find using both yourself, and AI to be the best way to approach for this type of analysis as it gets the best results.
Having completed all four interviews, I now had a set of quotes for each user type to analyse and build into my user journeys. While this was a good start, I still needed to form them into more solid insights to inform my design work later down the line.
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Interview 1 - Experienced User
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