Recording Customer Discovery Interviews: How to Respect Comfort and Privacy

Asking to record your interview for customer discovery can sometimes feel like a hurdle. You want your interviewee to feel safe and comfortable, especially when discussing sensitive topics or proprietary information. Here are some key points to cover to make the process smoother and more respectful:

1. Explain Why Recording is Beneficial for the Interviewee:

   Recording the interview allows you to engage fully in the conversation without being distracted by note-taking. This shows your interviewee that their insights are valued and that you're present in the discussion.

   • Example: "Would you mind if I record this, so that I may focus on the conversation and not on notes?"
2. Give Them Control and Power to Opt Out:

• Offering them control helps build trust. Let them know that they can go off the record, and even request the deletion of the recording after the interview if they change their mind.

• Example: "If there is anything you would like to say off the record, I can press pause on the recorder. In addition, if at the end of the interview you change your mind, I can delete the audio."

Additional Strategies to Ensure Comfort and Safety:

3. Clearly State the Purpose of Recording:

   Be transparent about the reasons for recording and how it will be used. Explain if it will only be used for internal purposes or will be shared with other participants in your cohort, ensuring the interviewee understands their information will be kept safe.

   • Example 1: "I’d like to record this conversation to help better capture your insights. The recording will only be used for internal review, and your identity will remain confidential."
   • Example 2: "I'd like to record this conversation to better capture your insights. I am part of a cohort, but our peers have all signed NDAs ensuring the privacy of data we collect."

4. Offer Full Anonymity:

   If needed, reassure the interviewee that any personally identifiable information (PII) will not be attached to the recording or associated with the results.

   • Example: "Your name and any identifying information won’t be connected to the insights we gather. We’re only interested in broader patterns."

5. Obtain Explicit Consent:

   Ensure that the interviewee’s consent is explicit, and offer the option to revoke it at any point.

   • Example: "I want to make sure you're comfortable. Is it okay if we record this conversation? And please feel free to tell me if you change your mind."

6. Allow Pre-Screening of Topics:

   Providing a preview of the questions can ease anxiety and prepare the interviewee for the conversation, reducing the stress of surprises.

   • Example: "Here’s a quick preview of the topics we’ll cover. Let me know if there’s anything you’d prefer to keep off the record."

7. Establish a “Safe Word” for Pausing the Interview:

   Give the interviewee the ability to pause or stop the recording if they feel uncomfortable at any point.

   • Example: "If at any time you’d prefer to pause the conversation or switch topics, just let me know."

8. Explain Security Measures:

   Assure the interviewee that the recording will be stored securely and will only be accessible to the relevant team members.

   • Example: "The recording will be stored in a secure, encrypted location, and only the project team will have access."

9. Offer to Share the Transcript:

   Allow the interviewee to review the transcript, ensuring they have final say over what insights are used.

   • Example: "I can send you a transcript after the interview to review. Feel free to let me know if there’s anything you’d like to adjust or remove."

10. Emphasize the Value for the Interviewee:

    Frame the recording as a tool for ensuring their ideas are accurately captured and valued, putting the focus on their contribution.

    • Example: "Recording helps ensure I don’t miss any of your valuable insights, and it will help shape our understanding."

By being transparent, offering flexibility, and showing respect for the interviewee's comfort and privacy, you can help build a trusting environment where the interviewee feels safe and comfortable sharing their thoughts.

These suggestions and strategies will help ensure that interviewees feel empowered, respected, and confident in their privacy when participating in recorded interviews.