Back to Details

interview-script

Compare original and translation side by side

🇺🇸

Original

English
🇨🇳

Translation

Chinese

Customer Interview Script

客户访谈脚本

Create a structured interview script that surfaces real insights, not just opinions. Follows "The Mom Test" principles — ask about their life, not your idea.
创建能够挖掘真实洞见而非单纯观点的结构化访谈脚本。遵循"The Mom Test"原则——关注受访者的生活，而非你的想法。

Domain Context

领域背景

Customer interviews are one source in Stage 1 (Explore) of continuous discovery. Other sources: stakeholder interviews, usage analytics, data analytics, surveys, market trends, SEO/SEM analysis. The PM needs direct access to users, stakeholders, engineers, and designers — "without proxies." The Product Trio (PM + Designer + Engineer — Teresa Torres) should work together on discovery, not just the PM alone.
客户访谈是持续探索**第一阶段（探索）**的信息来源之一。其他信息来源包括：利益相关者访谈、使用分析、数据分析、调研问卷、市场趋势、SEO/SEM分析。产品经理需要直接接触用户、利益相关者、工程师和设计师——“无需中间代理”。**产品三人组（PM + 设计师 + 工程师——Teresa Torres提出）**应共同参与探索工作，而非仅由产品经理独自完成。

Context

上下文

You are preparing a customer interview script for research on $ARGUMENTS.
If the user provides files (personas, hypothesis lists, product briefs, or previous interview notes), read them first.
你正在为**$ARGUMENTS**相关研究准备一份客户访谈脚本。
如果用户提供了文件（用户画像、假设列表、产品简报或过往访谈笔记），请先阅读这些文件。

Instructions

操作步骤

  1. Clarify research objectives:
    • What specific questions does the team need answered?
    • What decisions will this research inform?
    • What assumptions need validation?
  2. Create the interview script with these sections:

    Opening (2-3 min)

    • Introduce yourself and the purpose (learning, not selling)
    • Set expectations: "There are no right or wrong answers. We're here to learn from your experience."
    • Ask permission to record (if applicable)
    • Confirm time available

    Warm-Up: Context & Background (5 min)

    • "Tell me about your role and what a typical day/week looks like."
    • "How long have you been doing [activity related to the product area]?"
    • Goal: Build rapport and understand their context

    Core Exploration: Jobs to Be Done (15-20 min)

    Current situation and behavior (past tense, specific instances):
    • "Walk me through the last time you [did the thing we're exploring]. What happened?"
    • "What tools or methods did you use?"
    • "How long did it take? Who else was involved?"
    Pain points and frustrations (observe, don't lead):
    • "What was the hardest part about that?"
    • "If you could wave a magic wand, what would change?"
    • "What have you tried to solve this? What happened?"
    Desired outcomes (their words, not yours):
    • "What does 'good' look like for you in this area?"
    • "How would you know if this was working well?"
    Willingness to pay / priority (skin in the game):
    • "How much time/money do you currently spend on this?"
    • "Have you looked for a better solution? What did you find?"
    • "What would you give up to have this solved?"

    Probing Techniques

    Use these when you hit an interesting thread:
    • "Tell me more about that" — opens up any topic
    • "Why?" (asked gently, 2-3 times) — gets to root causes
    • "Can you give me a specific example?" — moves from opinions to facts
    • "What happened next?" — follows the story
    • "How did that make you feel?" — captures emotional intensity

    The Mom Test Rules

    • Ask about their life, not your idea
    • Ask about the past, not the future ("Would you use X?" is useless)
    • Talk less, listen more — aim for 80/20 split
    • Never pitch during the interview
    • Look for strong emotions — they signal real pain or delight
    • Compliments are noise — "That sounds cool!" tells you nothing

    Wrap-Up (3-5 min)

    • "Is there anything I didn't ask that you think is important?"
    • "Who else should I talk to about this?"
    • Thank them for their time
    • Share next steps (if any)
  3. Customize the script: Adapt questions to the specific product area, persona, and research objectives. Add or remove sections based on the interview length available.
  4. Include a note-taking template:
    Participant: [Name / ID]
Date: [Date]
Key Jobs: [What they're trying to accomplish]
Current Solution: [What they use today]
Biggest Pain: [Their #1 frustration]
Desired Outcome: [What success looks like]
Willingness to Pay: [How much they invest / would invest]
Surprise Finding: [Something unexpected]
Follow-up: [Next steps]
Save as markdown. Include both the script and the note-taking template.
  1. 明确研究目标:
    • 团队需要得到哪些具体问题的答案？
    • 本次研究将为哪些决策提供依据？
    • 需要验证哪些假设？
  2. 创建访谈脚本，包含以下环节：

    开场（2-3分钟）

    • 介绍自己及访谈目的（学习，而非推销）
    • 设定预期：“没有正确或错误的答案，我们旨在从你的经历中学习。”
    • 询问是否可以录音（如适用）
    • 确认可用时长

    暖场：背景与情境（5分钟）

    • “请介绍一下你的职位，以及你典型的一天/一周是怎样的。”
    • “你从事[与产品领域相关的活动]有多久了？”
    • 目标：建立融洽关系，了解受访者的背景

    核心探索：Jobs to Be Done（15-20分钟）

    当前状况与行为（过去时态，具体实例）：
    • “请带我回顾你最近一次[我们研究的相关行为]的经历，发生了什么？”
    • “你使用了哪些工具或方法？”
    • “花费了多长时间？还有哪些人参与其中？”
    痛点与不满（观察，而非诱导）：
    • “其中最困难的部分是什么？”
    • “如果你能挥一挥魔法棒，你希望改变什么？”
    • “你尝试过哪些解决方法？结果如何？”
    期望成果（用受访者的表述，而非你的）：
    • “在这个领域，对你而言‘好’的标准是什么？”
    • “你如何判断这件事做得很好？”
    付费意愿/优先级（投入成本）：
    • “你目前在这件事上投入了多少时间/资金？”
    • “你是否寻找过更好的解决方案？找到了什么？”
    • “为了解决这个问题，你愿意放弃什么？”

    探询技巧

    当发现有趣的线索时，使用以下技巧：
    • “请详细讲讲这一点”——拓展任何话题
    • “为什么？”（温和地问2-3次）——挖掘根本原因
    • “你能举一个具体的例子吗？”——从观点转向事实
    • “接下来发生了什么？”——跟进事件脉络
    • “这让你有什么感受？”——捕捉情绪强度

    The Mom Test原则

    • 关注受访者的生活，而非你的想法
    • 询问过去的经历，而非未来的设想（“你会使用X吗？”这类问题毫无意义）
    • 多听少说——目标是80/20的比例（受访者说80%）
    • 访谈过程中绝不推销
    • 留意强烈的情绪——它们标志着真实的痛苦或愉悦
    • 赞美毫无价值——“这听起来很棒！”这类表述无法提供任何有效信息

    收尾（3-5分钟）

    • “有没有什么我没问到但你认为很重要的内容？”
    • “你认为我还应该和谁聊聊这个话题？”
    • 感谢受访者抽出时间
    • 告知后续安排（如有）
  3. 定制脚本：根据具体的产品领域、用户画像和研究目标调整问题。根据可用的访谈时长添加或删除环节。
  4. 包含记录模板:
    Participant: [Name / ID]
Date: [Date]
Key Jobs: [What they're trying to accomplish]
Current Solution: [What they use today]
Biggest Pain: [Their #1 frustration]
Desired Outcome: [What success looks like]
Willingness to Pay: [How much they invest / would invest]
Surprise Finding: [Something unexpected]
Follow-up: [Next steps]
保存为Markdown格式，同时包含脚本和记录模板。

Further Reading

延伸阅读