“This workshop provided guidance on how to conduct interviews and ensure we were entering this phase of the project with open minds, curiosity and an eagerness to learn. I did not realize how integral it would be to ensure the team was on the same page and how it would provide a jumping off point for deeper analysis.”

Melanie Muise, Former Director Process Optimization, Intact Insurance

Home / Case Studies / Interviewing 101

Background

Teams at Intact were looking to uncover bottlenecks, manual workarounds and regional differences in their internal and customer-facing workflows. We were asked to host a workshop to help the team prepare and make the most of their time.

Prior to the workshop, we trained the project lead by:

• Sharing best practises in research design.

• Sharing tips for writing interview guides, organizing moderator-notetaker pairs and scheduling debriefs.

During the workshop, we trained the team by:

• Delivering an interactive 3 hour workshop to 13 participants (underwriters and business analysts).

• Including templates, guides and checklists.

The impact

What is the value of a cohesive team? Priceless.

• The workshop was the first opportunity for the team to meet face to face.

• As a result, they had a clearer sense of purpose as they shadowed and interviewed staff and analysed the data.

• They formed 7 moderator-notetaker pairs and performed 36 interviews across 5 cities in a week. This is truly impressive for a team who is new to conducting qualitative research.

Want to work with us on a custom workshop?

We love helping non-researchers learn research skills.