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The set of questions is then documented, and can be adjusted to match the customer being interviewed. While these questions cover the major goals of the interview, there will be some that can be dropped or new ones added as follow ups based on experience with the interviews.
Conducting the Interviews
The text recommends teams of three conduct the interviews. Team leaders actually asks most of the questions, one team member is the scribe to catch verbatim the customer's responses and the third team member is an observer/asks additional follow-up/probing questions.