Conducting Customer Interviews in Scrum

In Scrum, customer interviews are a valuable tool for gathering user feedback and insights. The role of the Product Owner (PO) in these interviews can vary based on the specific goals and context of the interview.

Exam Question

True or False: A customer interview should always be conducted with the Product Owner present.
(choose the best answer)
A. True
B. False

Correct Answer

B. False

Explanation

Correct Answer

B. False:
While it can be beneficial for the Product Owner to be involved in customer interviews, it is not always necessary for them to be present. The primary goal is to gather unbiased and honest feedback from customers. Depending on the situation, the presence of the Product Owner might influence the responses, or it may be more practical for other team members, such as UX researchers or designers, to conduct the interviews.

Why the Other Option is Less Effective

A. True:
Mandating that the Product Owner always be present in customer interviews can be impractical and may not always be the best approach. There are scenarios where the PO’s presence could inadvertently bias the feedback. Additionally, involving other team members in these interviews can provide diverse perspectives and distribute the workload more evenly.

Effective Practices for Customer Interviews

• Contextual Flexibility: Decide on a case-by-case basis whether the Product Owner should be present, based on the interview’s objectives and the potential impact on customer feedback.
• Diverse Participation: Involve different team members in customer interviews to gain a broader range of insights and ensure that the responsibility for user research is shared across the team.
• Unbiased Feedback: Ensure that the interview environment encourages honest and unbiased feedback from customers. Sometimes, the presence of certain team members might influence the customer’s responses.

Benefits of Flexibility in Customer Interviews

• Unbiased Insights: By allowing flexibility in who conducts the interviews, the team can ensure that customer feedback is as unbiased as possible.
• Diverse Perspectives: Different team members can bring various perspectives and expertise to the interviews, enriching the feedback and insights gathered.
• Efficient Resource Allocation: Distributing the responsibility of conducting interviews across the team can make the process more efficient and manageable.

Relevance to the PSU I Exam

Understanding the role of the Product Owner and the flexibility needed in conducting customer interviews is essential for the PSU I exam. It demonstrates the ability to gather valuable user feedback effectively within the Scrum framework.

Key Takeaways

• The Product Owner does not always need to be present during customer interviews.
• Flexibility in interview participation ensures unbiased feedback and efficient use of team resources.
• Involving various team members in customer interviews can provide diverse insights and share the workload.

Conclusion

In Scrum, the goal of customer interviews is to gather honest and valuable feedback. While the Product Owner’s involvement can be beneficial, it is not always necessary. Flexibility in conducting these interviews ensures unbiased insights and efficient resource utilization. For more information on preparing for the PSU I exam, visit our Professional Scrum with UX PSU I™ Exam Prep.