University of Toronto Interviewing Techniques Essay

CHAPTER
2
Copyright ? 2013. Elsevier Science & Technology. All rights reserved.
Semi-Structured Interviews
OVERVIEW OF SEMI-STRUCTURED INTERVIEWS ………………………….. 24
WHEN SHOULD YOU USE SEMI-STRUCTURED INTERVIEWS?……….. 24
STRENGTHS …………………………………………………………………………………. 26
WEAKNESSES ………………………………………………………………………………. 26
WHAT DO YOU NEED TO USE SEMI-STRUCTURED INTERVIEWS? 28
Personnel, Participants, and Training …………………………………………. 28
Hardware and Software ………………………………………………………………. 29
Documents and Materials……………………………………………………………. 30
PROCEDURES AND PRACTICAL ADVICE ON SEMI-STRUCTURED
INTERVIEWS…………………………………………………………………………………. 30
Planning and Developing the Semi-Structured Interview…………… 30
Conducting the Semi-Structured Interview…………………………………. 34
After the Semi-Structured Interview Session ………………………………. 36
VARIATIONS AND EXTENSIONS TO THE SEMI-STRUCTURED
INTERVIEW METHOD …………………………………………………………………… 37
Building Work Models Through Multiple Interviews with One or
More Experts……………………………………………………………………………….. 37
MAJOR ISSUES WITH SEMI-STRUCTURED INTERVIEWS ……………….. 38
Putting Participants at Ease and Making Them Feel
Comfortable in Your Presence…………………………………………………….. 38
Just How Much Discretion Should Interviewers Have? ……………….. 39
How Should You Order Questions in a Semi-Structured
Interview? ……………………………………………………………………………………. 40
CONCLUSIONS …………………………………………………………………………….. 41
Interview Techniques for UX Practitioners. DOI: http://dx.doi.org/10.1016/B978-0-12-410393-1.00002-8
? 2014 Elsevier Inc.All rights reserved.
Wilson, Chauncey. Interview Techniques for UX Practitioners : A User-Centered Design Method, Elsevier Science &
Technology, 2013. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/ryerson/detail.action?docID=1573353.
Created from ryerson on 2021-02-04 12:23:32.
24
Interview Techniques for UX Practitioners
Alternative Names: Focused interview, qualitative research interview
Related Methods: Focus group, structured interview, unstructured
interview
OVERVIEW OF SEMI-STRUCTURED INTERVIEWS
A semi-structured interview combines predefined questions like those
used in structured interviews (see Chapter 1) with the open-ended exploration of an unstructured interview (see Chapter 3). Interviewers using the
semi-structured interview approach generally follow a document called an
interview guide or interview schedule that includes the following:
?
?
?
?
An introduction to the purpose and topic of the interview
A list of topics and questions to ask about each topic
Suggested probes and prompts
Closing comments.
Copyright ? 2013. Elsevier Science & Technology. All rights reserved.
The general goal of the semi-structured interview is to gather systematic information about a set of central topics, while also allowing
some exploration when new issues or topics emerge.
Semi-structured interviews are used when there is some knowledge
about the topics or issues under investigation, but further details are
still needed. Semi-structured interviews can be based on topics, issues,
and questions that emerged from unstructured interviews or other
sources of information.
Semi-structured interviews allow discretion on the number and
order of predefined questions posed to the participant (unlike the structured interview described in Chapter 1 where interviewers are required
to follow a detailed script with little latitude for asking emergent questions or varying from the script). This type of interview involves the
use of both open-ended and closed-ended questions and can provide
both quantitative and qualitative data.
WHEN SHOULD YOU USE SEMI-STRUCTURED INTERVIEWS?
You can use semi-structured interviewing to do the following:
? Gather facts, attitudes, and opinions.
? Gather data on topics where the interviewer is relatively certain that
the relevant issues have been identified, but still provide users with
Wilson, Chauncey. Interview Techniques for UX Practitioners : A User-Centered Design Method, Elsevier Science &
Technology, 2013. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/ryerson/detail.action?docID=1573353.
Created from ryerson on 2021-02-04 12:23:32.
Semi-Structured Interviews
25
the opportunity to raise new issues that are important to them
through open-ended questions.
? Gather data when you cannot observe behavior directly because of
timing, hazards, privacy, or other factors. You might, for example,
use a structured interview approach to gather data on the usability
of Army command and control systems.
? Understand user goals.
? Gather information about tasks, task flow, and work artifacts such
as job aids, forms, best practices documents, workflow diagrams,
signs, equipment, photographs, and posters.
???Interviews and Artifacts
Copyright ? 2013. Elsevier Science & Technology. All rights reserved.
When you visit a home, work, or recreational site to conduct interviews,
you are often trying to understand the culture. Each site is filled with artifacts?objects that have work or cultural significance?that can help you
understand users and their environments. A flowchart of a company?s
development process, for example, can be the stimulus for an interview
and helps the participant to tell a powerful story. Artifacts, such as collages or workflow diagrams, can be generated and discussed as part of an
interview. Workplace artifacts are often associated with ethnographic
interviews but are also useful in semi-structured and unstructured interviews where the interviewer has freedom to explore new paths and ask
questions about particular artifacts.
? Gather data on complex issues where probing and clarification of
answers are required.
Semi-structured interviews can obviously vary in length from several minutes to several hours. Interviews that are too long may reduce
the pool of qualified participants who don?t want to give up valuable
work time; interviews that are too short may not provide enough time
to establish rapport and cover the topic in sufficient depth. Consider
arranging semi-structured interviews that last from half an hour to two
hours (including introductions, building rapport, and winding down at
the end) unless you know that the participants are quite dedicated and
willing to give up more time (Robson, 2002, p. 273).
If you are doing interviews in environments where people are in a
rush (airports, fast food restaurants, and city streets), your interview
might use mostly closed-ended questions with a limited number of
choices and a few short open-ended questions that are relatively easy
Wilson, Chauncey. Interview Techniques for UX Practitioners : A User-Centered Design Method, Elsevier Science &
Technology, 2013. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/ryerson/detail.action?docID=1573353.
Created from ryerson on 2021-02-04 12:23:32.
26
Interview Techniques for UX Practitioners
to answer. Semi-structured interviews can be used during any phase of
product development (Table 2.1). The small bar charts in Table 2.1
provide a sense of the overall effort, planning time, skill, resources,
and analysis time required to conduct semi-structured interviews.
STRENGTHS
Copyright ? 2013. Elsevier Science & Technology. All rights reserved.
Semi-structured interviews have the following strengths:
? May uncover previously unknown issues (in contrast to a structured
interview).
? Address complex topics through probes and clarification.
? Ensure that particular points are covered with each participant and
also allow users and interviewers to raise additional concerns and
issues.
? Provide a mechanism for redirecting conversations that digress too
far from the main topic.
? Provide some flexibility for interviewers and also allows some broad
comparisons across interviews.
? Require less training time than unstructured interviews because
the interviewer has a set of specific questions available as a starting point.
? Can be conducted by an outside consulting company because there
is a base set of questions (although you should research any external
interviewing organization to ensure that they are competent at interviewing, data analysis, and interpretation).
WEAKNESSES
Semi-structured interviews have the following weaknesses:
? There can be an ?interviewer effect? where the background, the sex,
the age, and other demographics influence how much information
people are willing to reveal in an interview (Denscombe, 2010). If you
(a usability practitioner with a background in human computer interaction) were interviewing a structural engineer about work practices,
your lack of engineering background might influence how much detail
the engineer provided and how much he/she trusted you to understand
his/her work practice.
Wilson, Chauncey. Interview Techniques for UX Practitioners : A User-Centered Design Method, Elsevier Science &
Technology, 2013. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/ryerson/detail.action?docID=1573353.
Created from ryerson on 2021-02-04 12:23:32.
Wilson, Chauncey. Interview Techniques for UX Practitioners : A User-Centered Design Method, Elsevier Science &
Technology, 2013. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/ryerson/detail.action?docID=1573353.
Created from ryerson on 2021-02-04 12:23:32.
Copyright ? 2013. Elsevier Science & Technology. All rights reserved.
Table 2.1 Method Scorecard for Semi-Structured Interviews
Overall Effort Required
Time for Planning and Conducting
Skill and Experience
Supplies and Equipment
Time for Data Analysis
Most Useful During These Phases
?
Problem Definition
?
Requirements
?
?
?
Conceptual Design
Detailed Design
Implementation
28
Interview Techniques for UX Practitioners
? Some training and experience are required so that interviewers do
not put words into the participant?s mouth.
? Interviewers can give cues that might guide the participants into a
particular answer.
? Consistency among interviewers is required. Too much flexibility
among interviewers might make comparisons difficult. If you have
multiple interviewers, consider training the group about how much
flexibility they have in probing existing questions or asking new ones.
? The mixture of quantitative and qualitative data that results can be
time-consuming to analyze.
? The findings of semi-structured interviews might be hard to generalize because different interviewers may ask some different
questions.
WHAT DO YOU NEED TO USE SEMI-STRUCTURED
INTERVIEWS?
This section provides a brief description of the basic resources needed
to conduct a semi-structured interview.
Copyright ? 2013. Elsevier Science & Technology. All rights reserved.
Personnel, Participants, and Training
Semi-structured interviews are often best conducted using twoperson teams where one person conducts the interview and the other
person takes notes, handles the recording equipment and acts as a
memory aid when recording is not allowed. A dedicated notetaker
may not always be available because of funding. If you include a
dedicated notetaker, that person should have familiarity with the
domain, terminology, and product to make note-taking easier and
more accurate. If you cannot record the interview and have no one
to take notes, give yourself time between interviews to fill in what
you remember but didn?t have time to write down during the
session.
???Ganging Up on the Participant
While two-person interview teams can make the interview somewhat easier, having two people for face-to-face interviews might intimidate the
participant, especially if there is any sensitivity to the interview. If the
interviews are sensitive, consider having one person to conduct the interview and use an audio recorder to capture details that the interviewer
might not be able to catch with manual note-taking.
Wilson, Chauncey. Interview Techniques for UX Practitioners : A User-Centered Design Method, Elsevier Science &
Technology, 2013. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/ryerson/detail.action?docID=1573353.
Created from ryerson on 2021-02-04 12:23:32.
Semi-Structured Interviews
29
Training for semi-structured interviews should include the following
topics:
? How to write an interview guide.
? How to probe for more detail using neutral prompts that do not
suggest an answer to the participant.
???Make a List of Neutral Prompts and Practice Using Them
Many UCD activities call for the use of neutral (nonleading and nondirective) prompts such as these:
?Tell me about. . .?
?Could you explain a bit more what you meant by. . .??
?How do you feel about. . .??
?Could you describe. . .??
Copyright ? 2013. Elsevier Science & Technology. All rights reserved.
You might find it useful to keep a list of good prompts and include
them in the interview guide or even on a notecard that can be used as a
cognitive aid for participants during a set of interviews.
? How to deal with silences and how to cut off answers that are not
providing anything new.
? How to use verbal prompts to aid the participant?s memory.
? How to control body language so that you convey interest without
introducing the opinions of the interviewer.
? How to take notes if you don?t have help and can?t record the interview.
? How to be sensitive to the ethics of the interview. The interviewer
should be sensitive to ethical issues involving privacy, sensitive
topics, and confidentiality of the data (Bryman, 2004).
Hardware and Software
Semi-structured interviews can benefit from audio or video recorders
so you have a complete record of the interview. Digital cameras can be
useful for documenting the physical environment and any artifacts that
are important to the study topic. If you plan to conduct a large number of interviews (or have large amounts of open-ended data from
surveys or other UCD methods), consider using specialized qualitative
data analysis tools such as ATLAS.ti, QSR NVivo, THE
ETHNOGRAPH, or HyperRESEARCH. Note that these tools are
not ones that you pick up quickly. They all require training and practice and may take weeks or months to master.
Wilson, Chauncey. Interview Techniques for UX Practitioners : A User-Centered Design Method, Elsevier Science &
Technology, 2013. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/ryerson/detail.action?docID=1573353.
Created from ryerson on 2021-02-04 12:23:32.
30
Interview Techniques for UX Practitioners
Documents and Materials
Copyright ? 2013. Elsevier Science & Technology. All rights reserved.
Documents and materials for semi-structured interviews include the
following:
? An interview project plan that describes the goals of the study, the
recruiting plan, background on the companies and people you are
going to visit, the general topics that are of interest, guidelines for
interviewers, and the data collection and analysis plan. The level of
detail depends on the magnitude of the study, but even small studies
can benefit from a project plan.
? A letter of introduction that you can send or email to perspective
participants and their management.
? Informed consent forms that explain the purpose of the study, any
risks associated with the interview sessions, how the data will be
used, and permission for data recordings.
? NDAs are required if the participants have not already signed a form.
Check with your legal office on your company?s NDA policies. For
example, some people may not have the authority to sign an NDA
(you might need someone at the director or higher level to do so).
? Some types of database or software are required for storing and analyzing qualitative data (if you have large amounts of data). You may want
to examine data over a period of time or compare it to other sources of
data, so some way to store it can be beneficial in the long run.
? Interview agendas or guides with the general areas that you will
cover and potential probing questions.
? Maps and good directions.
? Small gifts or incentives for your hosts and those you will interview.
PROCEDURES AND PRACTICAL ADVICE ON SEMI-STRUCTURED
INTERVIEWS
This section provides a brief description of the basic resources needed
to conduct a semi-structured interview.
Planning and Developing the Semi-Structured Interview
To plan and develop a semi-structured interview, follow these steps:
1. Determine the goals or research focus of your semi-structured
interview. Why are you doing this study? General goals of semistructured interviews can include the following:
? Exploring a particular topic, problem, or issue
? Understanding how a process or function works
Wilson, Chauncey. Interview Techniques for UX Practitioners : A User-Centered Design Method, Elsevier Science &
Technology, 2013. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/ryerson/detail.action?docID=1573353.
Created from ryerson on 2021-02-04 12:23:32.
Copyright ? 2013. Elsevier Science & Technology. All rights reserved.
Semi-Structured Interviews
31
? Understanding how particular groups in an organization work
together
? Determining what is efficient and inefficient about particular
workflows
? Gathering background material for creating personas, task models, or other artifacts
? Testing ideas or hypotheses from other sources
? Confirming (or discomfirming) results from other methods.
2. Develop a list of general questions that you want to ask during the
interview. Semi-structured interviews have some ?standard? questions as well as ad hoc questions that are prompted by the respondent. Here are some example questions that can apply to many user
or customer interviews (Goodwin, 2009; Hackos & Redish, 1998):
? What is your background and your role in your organization?
? What is a description of a typical day/week/month at your job?
? What do you do with a product (function or service)?
? What are the problems with this product (function, process, or
service)?
? What are the best things about this product (function, process, or
service)?
? Please list two to three things that you like best about this (function, process, or service).
? Please list two to three things that you dislike best about this
(function, process, or service).
? What tools, software, or hardware do you use to accomplish
your goals? How often do you use these tools?
? What are the primary outputs of your work? Can you show me
some examples?
? What are the major tasks that you need to complete successfully
to accomplish your goals?
? What are the busiest times of the year?
? Can you give me a specific example?
? What factors were involved in choosing this tool (function, process, or service)?
? How does your company measure success?
3. Develop your interview guide with the general questions and basic
script for the interview. Table 2.2 is an outline of a sample interview
guide. Following are some basic guidelines for developing questions
for the interview guide:
? Avoid the tendency to add ?interesting? questions that do not
relate to a research goal. Ensure that each question is relevant to
Wilson, Chauncey. Interview Techniques for UX Practitioners : A User-Centered Design Method, Elsevier Science &
Technology, 2013. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/ryerson/detail.action?docID=1573353.
Created from ryerson on 2021-02-04 12:23:32.
32
Interview Techniques for UX Practitioners
Table 2.2 Rough Outline of a Semi-Structured Interview Guide
Activity
Comments/Questions
Approximate
Copyright ? 2013. Elsevier Science & Technology. All rights reserved.
Time
Introduction
Brief the participant.
Introduce self.
Explain goals of interview.
Review interview method, use of
data, confidentiality, and so on.
10 min
Structured topics
Topic 1: Background
Question 1a
Probe 1
Probe 2
Probe 3
Topic 2: Context of Work
Question 2a
Probe 1
Probe 2
Question 2b
Probe 1
Topic 3: Use of Product
Question 3a
Probe 1
Topic N: Additional topics
40 min
General questions and open dialogue with
participant
30 min
Closing comments and completion of any
paperwork (receipts, final questionnaire, etc.)
10 min
the goals or hypotheses of your project. It should be possible to
connect each question to a clear business or research goal. If you
can?t connect a question to a clear goal, then delete it.
? Use language that is appropriate for your participants.
???Adapt Your Language to Match the Participant
As you conduct your interviews, you will learn about technical terms and
phrases that are part of the language of the group you are investigating.
Consider incorporating that language into the unstructured aspect of your
interviews. If, for example, you hear people consistently using a particular
word that you weren?t familiar with, you might ask what it means and use
it in your interview. Be sure you understand what new terms mean before
you use them so that you don?t look foolish. Knowing some of the terms
of your users can enhance your credibility and help build rapport.
? Avoid questions that are overly long or complex. You can use
probes to get more details and clarify responses.
Wilson, Chauncey. Interview Techniques for UX Practitioners : A User-Centered Design Method, Elsevier Science &
Technology, 2013. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/ryerson/detail.action?docID=1573353.
Created from ryerson on 2021-02-04 12:23:32.
Semi-Structured Interviews
33
? Don?t ask double questions such as ?How would you describe
the usability and reliability of the new software?? Break questions like this into two questions.
? Do not tax the cognitive abilities of the participant significantly
with the range of responses to closed and partially closed questions (e.g., don?t ask the person to rank and order 10 items that
are presented verbally). If you have questions with response categories that may tax the participant?s cognitive abilities, consider
putting the question and response categories on a card and hand
the card to the participant.
? Review the question order for obvious biases and sensitivities.
You may not want to ask a threatening initial question that
might influence later responses.
? Listen closely. Interviewers should be trained to be good listeners. Good listeners have the following characteristics:
? They don?t jump in too quickly when a participant is talking.
? They balance neutrality with motivation. Avoid obviously biased
prompts but provide some general reinforcement for the
participant.
4. Recruit participants who meet your screening criteria.
Copyright ? 2013. Elsevier Science & Technology. All rights reserved.
???Tip
Be careful about overrecruiting from your favorite companies. You can
wear out your welcome if you keep coming back or you might miss problems that your not-so-favorite customers are having.
5. Create and assemble any forms or documents that you need, including
the following:
a. The interview guide with opening remarks, topics and questions,
probes, and closing statements.
b. Screeners and letters that you use to recruit participants.
c. An informed consent form if required. An informed consent
spells out the purpose of the study, the rights of the participant,
and any physical or mental stress associated with the study.
d. An NDA, if necessary. An NDA lists the rules for disclosure of
information learned during a study. Some organizations combine
the informed consent form and NDA while others keep them
separate. If you discuss upcoming development activity, you
Wilson, Chauncey. Interview Techniques for UX Practitioners : A User-Centered Design Method, Elsevier Science &
Technology, 2013. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/ryerson/detail.action?docID=1573353.
Created from ryerson on 2021-02-04 12:23:32.
Copyright ? 2013. Elsevier Science & Technology. All rights reserved.
34
Interview Techniques for UX Practitioners
may need to have your participants sign an NDA. Conversely,
you may have to sign an NDA for each organization you visit if
the interviews deal with any sensitive information about your
customers or their clients.
e. Any receipts for compensation. If, for example, you are using
Amazon gift certificates, which can be considered as cash, you
may ask a person to sign a paper receipt or electronically
acknowledge receiving the gift certificate. See Chapter 6 for
more details on the use of incentives.
6. If you are visiting different companies, prepare a briefing memo that
describes each company, how the company uses your product, what
main issues the company faces, and the agenda for the day. Also
include the names of the participants, their locations, their phone
numbers, and a brief note about their role with the product of
interest.
7. Your first few minutes with the participant are likely to set the stage
for the success of your interview. Work on those first few minutes in
pilot interviews and keep in mind that the first impressions of the
interviewer can be critical to success. An interviewer must be calm,
confident, credible, knowledgeable, flexible, and professional?without being arrogant.
8. Pilot test the entire interview process from meeting your hosts
through packing up your equipment and materials, thanking your participant and hosts, and leaving the site. Refine the process and materials based on the pilot testing. Use the pilot testing to get a good
estimate of how long the interview will last.
Conducting the Semi-Structured Interview
To conduct the semi-structured interview, follow these steps:
1. If possible, meet with all the people you plan to interview at a particular location at the beginning of the day and give the group of
participants an overview of your general plans (e.g., you will be
audiotaping, the interview will take about an hour, etc.). If you
can set up this ?group introduction,? you can save time (you
don?t have to repeat the material for each person), make sure
that there is a schedule setup for the day?s interviews, start building rapport, and, if appropriate, have everyone fill out any
required forms.
Wilson, Chauncey. Interview Techniques for UX Practitioners : A User-Centered Design Method, Elsevier Science &
Technology, 2013. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/ryerson/detail.action?docID=1573353.
Created from ryerson on 2021-02-04 12:23:32.
Semi-Structured Interviews
35
Emotion, Body Language, and Self-Disclosure
Copyright ? 2013. Elsevier Science & Technology. All rights reserved.
Be aware of expressions of support, sympathy, joy, anger, and other emotions. In contrast to structured interviews, you may need to show some
emotion during the interview (expressing sympathy when the person
describes a particularly bad incident with a product) to gain trust and
show interest, but avoid any expressions of emotion that might induce
participants to tell you ?what you want to hear.?
Consider carefully your body language during interviews. Are you
showing approval or disapproval with facial expressions or changes in
posture? A useful training exercise is to set up some interviews where you
videotape the interviewer (if you have the equipment, you can tape both
the interviewer and participant and use a split screen) and then have several observers review the tape and critique the interviewer on the
following:
? Vocal and facial tics or extreme displays of emotion
? Loaded and biased questions
? Transitions between questions
? Ability to get participants to either expand on or curtail their
discussions
? Appropriate pauses, interruptions, and listening skills.
Avoid talking too much about yourself. The participant might try to
guess what kind of answers you expect. There is a fine line here because
some self-disclosure can lead to trust, but too much may lead to biased
answers.
2. When you meet each respondent, ask them where you should sit. If
you need to set up any equipment, make sure that you don?t interfere with anything in the participant?s space. Consider whether privacy is more important than being in the participant?s actual work
space. If the interview is potentially sensitive, consider going to a
more private space such as a conference room or even a remote
area of a cafeteria.
3. Review the interview process briefly with each participant (this should
be outlined as part of your script). Mention the following to the
participant:
a. A brief description of the interview topic and goals, the stages in
the interview process, recording and ethical issues, and comments about prompting and also cutting short some discussions
to ensure that there is good coverage.
b. The amount of time that is allocated to the interview.
Wilson, Chauncey. Interview Techniques for UX Practitioners : A User-Centered Design Method, Elsevier Science &
Technology, 2013. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/ryerson/detail.action?docID=1573353.
Created from ryerson on 2021-02-04 12:23:32.
Copyright ? 2013. Elsevier Science & Technology. All rights reserved.
36
Interview Techniques for UX Practitioners
c. What you will do if the person has to answer the phone or leave
momentarily (shut off all recording equipment and offer to step
away).
d. What you will be doing with the data and (if you plan to send
anything back to the participant) how they can get a summary
of the results. If you do not plan to let the participant (or the
managers who arranged the interview) see any data, be very
careful what you say about the results. Remind the participant
that the data will be confidential and describe how you will keep
it that way.
Remember that the participant is doing you a favor, so this introduction is important for making the interview a pleasant
experience.
4. Begin the interview with some warm-up or introductory questions that
are easy, nonthreatening, and relevant. It is generally important to
gather some background on the participants and also to understand
the context in which they are using a product or service at the
beginning of the interview.
5. During the main part of the interview, you will begin with the questions on the interview schedule that you want everyone to answer and
then ask the remaining questions. Modify or expand these questions
as needed depending on the responses of the participant.
6. Signal a clear end to the conversation by thanking the participant,
putti