How to Work Well with 8 Challenging Interview Participant Types

So, you've done all the legwork in your UX interview prep, right down to the detailed screener survey and carefully planned out questions. But life is full of surprises, and sometimes, you end up with a participant who's a bit of a curveball…

As user researchers, we’d never say that anyone is a “bad” participant, but there are certainly some with “interesting” or “different” personalities that might be hard to crack at first.

The key though, is to keep an open mind and embrace the learning opportunity each type of participant brings.

Whether they're quirky, challenging, or just plain puzzling, every encounter is a chance to level up your research skills and extract those vital insights. And when your time and resources are tight, you really want every conversation to count.

Let’s talk about how to effectively work with a wide range of participant personalities below:

1. The skeptic

Skeptics might question your methods or the value of the research itself. These folks can appear disengaged or doubtful about the outcomes, which can manifest as a critical or disinterested attitude.

Example: "I don't see how these questions will change anything."

Even if these participants seem too cool for school (and at times, downright intimidating), you can successfully address a skeptic’s concerns by building trust and providing clarity.

Strategy for interviewing a skeptic

• Establish trust by transparently explaining your research project’s objective and potential impact of the research it aims to achieve. The more tailored to your skeptic’s specific doubts, the better.

  Example: “The objective of this research is to understand how users interact with the new feature and to identify any pain points or areas for improvement.”

• When skepical participants question a method, provide examples of how similar approaches have yielded positive results in the past. Doing so shows you're listening to their perspective while also clearly outlining why the research is being conducted.

  Example: “In a previous study, we introduced a similar feature, which initially received mixed feedback. However, after conducting user interviews, we were able to refine it based on specific user needs. It led us to an X% increase in user engagement. Your feedback today could have a similar impact by helping us tailor this feature to better meet user needs like yours."

• Involve them by asking for their ideas or feedback so it makes them feel like an active part of the research process. Directly asking for their opinions can aid in making the skeptic feel their contribution is valuable and that what they’ll say can lead to genuine, tangible improvements.

2. The introvert

Introverts are often reflective and reserved, particularly in new or group settings. They tend to process their thoughts internally before sharing and might require more time to open up in conversations.

In our experience, introverts tend to be more comfortable expressing themselves in one-on-one interactions rather than in group discussions.

Example: "I need a moment to think about that," or "I'm not sure, let me process this a bit."

However, let’s not make the generalization that all introverts are shy. There are many of these folks who can provide deep and thoughtful insights if given the appropriate environment and time.

Strategy for interviewing an introvert

A major factor in engaging introverts effectively in UX interviews is to create a comfortable and non-threatening environment.

• Start with open-ended questions that allow them to explore their thoughts at their own pace.

  Example: "What's your usual process when you start using the app? Can you walk me through a typical session?"

• Allowing think time is also crucial with introverts. They might take a pause before responding, which is their way of formulating their thoughts. If there’s an awkward silence, don’t sweat it! There’s no need to rush and fill in these silences. Instead, give them space to gather their thoughts.

  Example: After asking a question, patiently wait for their response without interjecting, showing that you value their input, no matter how long it takes them to articulate it.

• Use gentle prompts if they seem hesitant. These prompts should be encouraging but not forceful.

  Example: "Could you tell me more about that experience?" or "What were your initial thoughts when you encountered this feature?"

• Lastly, acknowledge and affirm their contributions. This encouragement will make them feel their input is valued and respected, and hopefully motivate them to share more openly. Just make sure to avoid priming your participant by telling them they’re “right” or “wrong.” When in doubt, thank them and stay neutral.

  Example: "That’s an interesting point. Thanks for sharing that."

3. The extrovert

Now we’re getting to the talkers. Extroverts are typically outgoing and comfortable expressing their thoughts and feelings. They tend to be chatty, energetic, and may dominate the conversation during a user interview. Extroverts are generally quick to respond, often thinking out loud, and they enjoy connecting with others.

Example: "I have so many ideas on this! First off, I think we should..."

Extroverts can offer a ton of information quickly and are often eager to share their experiences and ideas. Their enthusiasm, however, may sometimes lead them off-topic or overshadow quieter participants in group settings.

Strategy for interviewing an extrovert

Successfully interviewing extroverts involves channeling their energy and enthusiasm into focused insights.

• Start by allowing them to lead the conversation initially, as this can yield spontaneous and rich insights.

  Example: "Tell me about your favorite feature in our app and why you like it."

• It’s important to keep the conversation on track without dampening their enthusiasm. If they stray off-topic, gently steer them back with targeted questions.

  Example: "That's really interesting. How does that relate to your usage of feature X?"

• Leverage their willingness to share by exploring topics in depth by asking follow-up questions that delve deeper into their initial responses.

  Example: "You mentioned you love the navigation ease. Can you give me an example of a time when this really stood out to you?"

• In group settings, ensure that extroverts don’t dominate the conversation. Encourage them to share their thoughts but also create space for others to contribute.

  Example: "Thanks for that insight. I’m curious to hear what others think about this too."

4. The detail-oriented thinker

Detail-oriented thinkers are meticulous and focused on specifics. As the name suggests, they often provide very detailed feedback by focusing on particular aspects of a product or experience. These participants are great at noticing small inconsistencies or elements that others might overlook.

Example: "I noticed a slight discrepancy in the layout between two screens. The button placement is slightly different, which disrupts the user flow."

Their thorough observations can be incredibly valuable as they offer insights that might be missed by others. However, their focus on details can sometimes lead them to miss the broader context or bigger picture.

Strategy for interviewing a detail-oriented thinker

Working well with detail-oriented thinkers involves appreciating their meticulous nature while guiding the conversation to stay on track.

• First, acknowledge their detailed observations, as this can yield nuanced insights into user experience.

  Example: "That's an interesting observation about the button placement. How does that impact your overall experience with the app?"

• Guide them to connect these details to the overall user experience or objectives of the research. Tying their thoughts back helps in understanding how their observations fit into the bigger picture.

  Example: "You've given some helpful, specific feedback on the interface. How do these details affect your general perception of the app?"

• Encourage them to prioritize their observations or to identify which details they feel are most impactful. This approach helps to focus the conversation on the most critical aspects.

  Example: "Of the details you've mentioned, which do you feel has the most significant impact on your usage of the app?"

• Summarize their points to ensure you have captured the essence of their feedback correctly, and to help them see how their detailed feedback contributes to broader insights.

  Example: "So, to summarize, your main concerns are with the alignment of elements on the screen and the consistency of the design, correct?"

5. The anxious thinker

Anxious participants aka the “nervous Nellies” may appear hesitant or unsure during UX interviews. They might express doubt about their responses or seem uncomfortable sharing their thoughts. These individuals often need reassurance to feel at ease in the interview setting.

Example: "I'm not sure if this is what you're looking for, but I guess I find the app a bit confusing sometimes. Oh gosh. Was it okay that I said that?"

Their anxiety can stem from a variety of sources, such as concern about giving the “wrong” answer or feeling overwhelmed by the interview process.

Strategy for interviewing an anxious thinker

To get anxious participants to feel more at ease, do your best to create a supportive and reassuring environment.

• Start by clearly explaining the purpose of the interview and how their feedback will be used, emphasizing that there are no right or wrong answers.

  Example: "We're just looking to understand your experience, and there's no right or wrong. Your honest thoughts are incredibly helpful."

• Speak in a calm, friendly manner to put them at ease. Allow them time to think about their answers and avoid rushing them.

  Example: "Take your time, we’re here to listen to whatever you have to say."

• Simplify questions if necessary, breaking them down into smaller, more manageable parts.

  Example: "Let’s start from the basics. How do you usually begin your session on the app?"

• In some cases, offering to pause the interview or giving them a moment to collect their thoughts can also be beneficial.

  Example: "If you need a moment to think or if you’d like to take a short break, just let me know."

6. The non-technical user

Non-technical users are those who may not be familiar with industry jargon or complex technical concepts. They often approach technology from a practical, everyday use perspective and may get confused or overwhelmed by overly technical language or detailed technical explanations.

Example: "I'm not quite sure what you mean by ‘user interface.’ Can you explain that in simpler terms?"

These participants are important in UX research as they can provide insights into how accessible and user-friendly a product is to the general public.

Strategy for interviewing a non-technical user

Interacting successfully with non-technical users involves simplifying explanations and avoiding industry jargon. Use plain language and everyday analogies to explain concepts whenever possible.

Example: "Think of the user interface like the layout of a car dashboard. It's how you interact with our app – where buttons and information are placed."

• Be patient and encourage them to ask questions. It's important to create an environment where they feel comfortable admitting when they don't understand something.

  Example: "If there's anything that's not clear, please let me know. I’m here to help make this as understandable as possible."

• When explaining technical aspects, relate them to common experiences or functionalities they are likely familiar with.

  Example: "The way you navigate through the app is similar to how you might flip through a magazine’s pages to find what you’re interested in."

• Validate their experiences and perspectives by emphasizing that their input is valuable precisely because of their non-technical viewpoint.

  Example: "Your perspective as someone who isn’t familiar with this type of tech yet is really valuable to us. It helps us make sure our app is user-friendly for everyone."

7. The overly agreeable participant

Overly agreeable participants tend to say yes to everything the interviewer says or suggests, often in an effort to be cooperative or pleasing. They might avoid giving critical feedback or expressing their actual opinions, which can be challenging when trying to gather honest and diverse insights.

Example: "Yes, that sounds good to me. I think it’s all great the way it is."

Their agreeableness, while polite, can sometimes mask their true opinions and feelings about the user experience, leading to less constructive feedback.

Strategy for interviewing an overly agreeable participant

To effectively engage with overly agreeable participants, create an environment where they feel safe to express honest opinions, even if they are critical.

Example: "We really value honest feedback, even if it’s not positive. Your true opinions help us improve."

• Use indirect questioning techniques to elicit genuine responses. Instead of asking for their direct opinion, pose hypothetical scenarios or ask about the experiences of others.

  Example: "How do you think someone new to this app might react to this feature?"

• Encourage them to provide specific examples from their experiences. This approach can help them articulate their thoughts more concretely.

  Example: "Can you recall a specific instance where you used this feature? What was that experience like?"

• Ask open-ended questions that require more than a yes or no answer which can encourage them to elaborate on their thoughts.

  Example: "What are your thoughts on how we could enhance this part of the app?"

8. The visual thinker

Visual thinkers process and understand information best when it's presented visually. They often excel at seeing patterns and relationships in a visual format and might struggle to absorb information through verbal explanations alone.

Example: "It’s easier for me to understand if I can see a diagram or a sketch of how it works."

Their strengths lie in visual comprehension and the ability to think in pictures, which can be a valuable asset in understanding user interfaces and experiences.

Note: Compared to the other participant types, It’s not easy to know if someone is a visual thinker when meeting them for the first time. But if you can tell they prefer drawings or if they’re a repeat participant with visual tendencies, check out these tips.

Strategy for interviewing a visual thinker

Effectively connecting with visual thinkers in UX interviews involves incorporating visual elements into the conversation.

• Use diagrams, sketches, or prototypes to explain concepts or to gather feedback.

  Example: "Let me show you a rough sketch of the new layout. What are your thoughts on this arrangement?"

• Encourage them to express their ideas visually. Asking them to draw or map out their thoughts can lead to deeper insights.

  Example: "Could you sketch how you envision the navigation flow?"

• Use visual aids like storyboards, journey maps, or flowcharts to walk them through processes or scenarios. This approach helps them visualize the user journey or interface design more clearly.

  Example: "Here’s a storyboard of how a user might move through these screens. Does this flow make sense to you?"

• Ask for feedback on visual elements, such as color schemes, layout, or iconography, to leverage their strength in visual thinking.

  Example: "What do you think about the color scheme here? Does it visually guide you through the task?"

Wrapping up

As we conclude our exploration of diverse user types in UX interviews, professionals in this field may find a valuable ally in userbit. Our platform is your partner in crime for organizing notes and media as well as analyzing data through varied user interactions, from skeptics to visual thinkers.

You can also check out https://userbit.com/content/solutions/personas tools to help you keep track of the users you meet and the awesome insights they share. Happy interviewing!