#1 Allow time to settle in. Initial icebreaker is necessary, make small talk
#2 Build rapport. Participants will be more forthcoming with useful information
#3 Then focus on research. Make clear when small talk ends and observation / discussion begins
#4 Resist feeling like you are paying a social visit, especially if you are visiting users at home
#5 Do not hesitate to bring participants back by reminding them of domain of interest
#6 If all fails take ‘time-out’
#7 Use a small notebook
#8 Take loads of pictures
#9 Use video or audio recording only if you have time to analyse footage
#10 Ask open ended, not leading questions
#11 Allow for silences, they can be uncomfortable but encourage participants to talk
#12 Encourage more details by repeating participants’ last words
#13 Avoid making judgments
#14 Avoid agreeing or disagreeing with users, just nod in understanding
#15 Avoid talking about ‘typical’ tasks, actions, days, etc.
#16 Ask for examples: ‘when was the last time you...’
#17 We like ‘why’ especially five of them as they help drill down to needs and goals
#18 Do not forget to recap: ‘As I underhand it....’,’From what I can gather....’
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