Track the initial motivations back as far as possible, then move forward with as many specifics as possible. Take the scenic route – color and commentary is a very valuable resource. Catalog and overcome outside stumbling blocks and hurdles, be they software or people. The story starts at “frustrating situation” and ends at “successful situation” – make sure all the dots connect! Interviewing isn’t easy, but it’s a heck of a lot more enjoyable than pouring tons of late nights and hard-earned dollars into a product that’s sucking wind. Here’s to your onboarding (and your users’) success.
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