The study guide identifies B. Engage in a friendly and informal way as the correct interview practice. Customer interviews are most productive when participants feel comfortable describing their experiences, behaviors, frustrations, goals, and workarounds. A conversational and approachable interview style can reduce formality and encourage participants to provide more natural, detailed responses.
Option A is poor research practice because vague or general answers can still contain useful signals. A skilled interviewer should probe them with neutral follow-up questions such as asking for a recent example, clarification, or description of what actually happened. Discarding vague responses immediately can result in lost insights.
Option C is also inappropriate. Researchers should avoid prematurely interpreting or judging findings during the interview itself. Doing so can introduce bias and influence subsequent questions. Analysis and synthesis should normally occur after sufficient evidence has been gathered across participants.
The Discovery objective is to understand users rather than validate assumptions. A friendly, informal interaction helps establish rapport while still allowing the designer to follow a structured research plan.
Therefore, the appropriate interviewing behavior is to create an environment where customers can speak openly and naturally while the designer listens, probes, and records evidence without forcing premature conclusions.
Study Guide reference/topics: Customer interviews, discovery research, rapport, neutral interviewing, qualitative research, Discovery.
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