Distribute knowledge from customer interviews

When talking to customers, it's very important that you don't create a learning bottleneck by talking to them alone and not sharing what you learn with the whole team.

Distributing the knowledge also helps to avoid the Curse of knowledge – if the whole team shares it, then it's less likely for misunderstandings to occur in communication that's based on that knowledge.

How do you achieve that distribution?

• Invite other team members to the interviews (2-3 people on your side is a good number, not more)
• Take good notes
• Review notes with your teammates right after the interviews
• Store the notes in a place where you can work with them and share them
• Share the notes with the rest of the team – use quotes, snippets etc.

Tags: user research customer interviews

ID: 2021-1103-0905

References:

• Fitzpatrick – The Mom Test, ch. 8 (p. 99)