Interviews in Requirements Gathering

Interviews are one of the most popular and direct techniques for gathering requirements. They involve asking stakeholders and users specific questions to gain insights into their needs, challenges, and expectations for a new system. The process is systematic and requires careful planning to ensure that relevant information is gathered efficiently.

Interview Process

1. Select interviewees: Identify stakeholders, users, and experts to interview. Create a schedule for conducting interviews.
2. Design interview questions: Prepare different types of questions, including:
   • Open-ended: Encourages expansive answers.
   • Closed-ended: Focuses on specific information.
   • Probing: Follow-up questions to gain deeper understanding.
3. Prepare for the interview:
   • Choose between structured (fixed question order) or unstructured (flexible) formats.
   • Organize questions logically.
4. Conduct the interview:
   • Choose a top-down approach (start with general questions, then narrow down) or bottom-up (start specific and then broaden).
5. Follow-up after the interview: Summarize the key points and send them to the interviewee for verification.

Types of Questions

Closed-ended Questions (Specific, quantifiable)

• How many telephone orders are received per day?
• How do customers place orders?
• What information is missing from the monthly sales report?

Open-ended Questions (Broader, allows elaboration)

• What do you think about the current system?
• What are some of the problems you face on a daily basis?
• What are some improvements you would like to see in a new system?

Probing Questions (Follow-up, digging deeper)

• Why?
• Can you give me an example?
• Can you explain that in a bit more detail?

Interviewing Strategies

• High-level: Very general, focusing on broad process improvements.
  • Example: How can order processing be improved?
• Medium-level: Moderately specific, focusing on particular issues.
  • Example: How can we reduce the number of times customers return ordered items?
• Low-level: Very specific, focusing on a detailed problem or task.
  • Example: How can we reduce the number of errors in order processing (e.g., shipping the wrong products)?

Post-Interview Follow-Up

After completing the interview, it’s crucial to summarize the key points and send them to the interviewee for verification. This ensures that the information gathered is accurate and that any misunderstandings can be clarified.

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Example of a Post-Interview Note

Interview Date: September 18, 2024
Interviewee: John Doe, Sales Manager
Interviewer: Jane Smith, Systems Analyst
Subject: Requirements for the New Order Processing System

Key Points Discussed:

1. Current System Challenges:

   • The current system often fails to update order statuses in real-time, causing delays in customer communication.
   • Manual data entry during the order process leads to frequent errors, especially in shipping details.
   • The system’s reporting feature lacks customization options, making it difficult to generate specific sales data needed by the management team.

2. Desired Improvements:

   • A real-time order tracking system that automatically updates order statuses and informs customers via email.
   • Automated data validation during order entry to minimize manual errors.
   • Enhanced reporting features that allow users to customize reports with different filters (e.g., by product category, customer region).

3. Additional Insights:

   • John suggested integrating the order system with the company’s CRM to allow sales teams to access customer data more efficiently.
   • He also emphasized the need for mobile access to the system, so that sales representatives can manage orders on the go.

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Next Steps:

• Verify the interview notes with John and ensure alignment on the key points.
• Incorporate the feedback into the initial requirements documentation for the new system.

This example post-interview note summarizes the key points discussed during the interview, ensuring the interviewee can validate the information before it is incorporated into the project.