• Sit around the corner of the table, not across the table.
• Use good posture. Do not slump or slouch. If anything, sit slightly forward.
• Make eye contact (if appropriate for the culture).
• Read more...

Most people, when they first begin to take notes, are not sure how much to write down or how to keep track of who is speaking. It helps to keep in mind that it does not matter if you understand what is said; this is the interviewer’s responsibility. Your goal is to produce a verbatim transcript that sounds like the interviewee speaking – this is the customer’s voice.

• Develop your own shorthand.
• Do not summarize.
• Use the speakers' words. Do not translate "I did X" to "She did X".
• Read more...

Voice of the Customer team interview process and checklist

Customer Interview Transcript Format

The process to find and highlight context and needs statments in a customer interview transcript will help you prepare for Language Processing workshops.

Use these templates to print out the customer voices highlighted in each customer interview transcript. Both context and need statements should be included.