1. Identify the "customers":
Specify who you will interview (defining characteristics and number of each
type) and who you will observe (defining characteristics and number of each
type) to get a broad 360 degree perspective
2. The Interview Guide: List the specific
questions you will ask each group, in what order, using what listening and
probing techniques, and how the responses will be recorded and verified. Try a diversity of recording techniques - including
audio and/or video, single note taker, multiple note takers, survey completed
by "interviewee"... - so you can evaluate their effectiveness.
3. The Observation Guide: Define the
specifics of the observations - what you will observe the different types of
customers doing, where you will do the observations, how you will record what
is observed in an unbiased way, ... Try a diversity of
recording techniques - including audio and/or video, single note taker,
multiple note takers... - so you can evaluate their effectiveness.
4. Organize Resources: Using the Project
Requirements worksheet or similar, plan the data collection - how many
interviews and observations will be done, who will be doing them, when you plan
to complete them.
5. Understand: Give some initial
indication of how the data will be evaluated for understanding, and how it will
be used to create customer requirements. (This is just a rough outline at this
point, keeping the end in mind.)