User Interview Questions That Get Honest Answers
A research interview works when the person talks about what happened, not about what they think you want to hear.
People are polite. Ask someone whether they would use a new feature, and many will say yes to be kind. Ask them to tell you about the last time they tried to do the task, and you hear what they really did, where they got stuck, and what they did instead. The difference between those two questions is the difference between research and reassurance.
What makes a good user interview question?
It asks about a real past event, not a guess about the future.
It is open, so the answer cannot be yes or no.
It does not name the solution you have in mind.
It leaves room for silence, so the person can keep going.
Questions that open a story
"Tell me about the last time you had to do this."
"Walk me through what you did first."
"What happened next?"
"What was the hardest part?"
"What did you do when that did not work?"
"Who else was involved?"
Questions that dig deeper
"Why was that important to you?"
"How did you feel at that moment?"
"What would have made that easier?"
"Can you show me?"
Asking "why" several times in a row, gently, often uncovers the need behind a request. A person who asks for a faster report may really need a way to answer a boss's question before a meeting.
Which interview questions should you avoid?
Leading questions, such as "Don't you think this is easier?" Ask "How did that compare with what you use now?" instead.
Future guesses, such as "Would you pay for this?" Ask what they pay for today and why.
Double questions, such as "Was it fast and easy?" Ask about one thing at a time.
Jargon, such as "How was the onboarding flow?" Ask "What was it like the first time you signed up?"
How do you listen well in an interview?
Talk less than the person you interview. After an answer, wait a few seconds before you speak. The best detail often arrives after the pause. Take notes on what people do as well as what they say, and write down their exact words when a phrase stands out.
Make every interview easy to join. Offer captions on video calls, share questions in writing when someone asks, and pay people fairly for their time.
Where AI fits
AI can help you draft an interview guide and organize your notes afterward, and it cannot replace the conversation. Read how to use AI in user research without losing the people for the rules that keep the work honest.
If your team wants help planning or running research, see AI-native product research and design.
Play an Aha Moments card
Aha Moments is my card game of short design exercises. Each card names one idea, such as Craftsmanship, explains why the idea matters, and gives you exercises you can finish with a timer, a pen, and whatever is in front of you.
You can play the sample cards free, and members play every card.