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title: Research kit (interview script, persona, usability test plan)
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# Customer interview script (45 min)

**Consent:** purpose, recording permission, anonymisation, right to stop.

1. **Warm-up (5 min):** “Tell me about your typical [day/week] when [context].”
2. **Recent story (20 min):** “Think about the last time you [did the task]. What was happening before? What did you do first? What else did you consider? Where did it get hard? What did you do next?”
3. **Probe friction (10 min):** “You mentioned [X]. What did you expect? How did that feel? What did you do about it?”
4. **Current alternatives (5 min):** “How do you handle this today? What does it cost you (time, money, effort)?”
5. **Wrap-up (5 min):** “What should I have asked? Who else should I talk to?”

**Avoid:** pitching; “would you…?”; leading or double-barrelled questions.

**Notes sheet:** Participant ID · Observation (verbatim) · Interpretation · Journey stage · Tag.

# Persona template

| Field | Content |
|---|---|
| Name & context | |
| Goals & motivations | |
| Behaviours (observed) | |
| Pains / frustrations | |
| Needs from the product | |
| Jobs to be done | When … I want to … so I can … |
| Evidence (n, dates) & confidence | |

# Usability test plan

| Item | Detail |
|---|---|
| Goals / decisions informed | |
| Prototype / build | |
| Participants (n, criteria, accessibility needs) | |
| Tasks (realistic, no hints) | 1. … 2. … 3. … |
| Metrics | task success, time on task, errors, confidence, SUS |
| Success threshold | e.g., ≥ 5 of 6 complete task 3 unaided |
| Moderator script | intro, think-aloud, tasks, debrief |
| Analysis | severity × frequency; quotes; clips |