# Runwise customer interview guide

Purpose: understand a real workflow before designing its replacement.

## Before the interview
Choose a specific participant group, a hypothesis to examine, and the evidence that could change your decision. Explain the purpose and ask permission before recording or retaining personal information.

## Ask about a recent experience
1. When did you last complete this task?
2. What triggered it?
3. Walk me through what you actually did.
4. Which tools, people, and approvals were involved?
5. Where did the process slow down or become uncertain?
6. What happened when something went wrong?
7. How did you work around the problem?
8. What did that workaround cost in time or effort?
9. Who decides whether a new solution can be adopted?
10. What would need to be true for you to change the current process?

## Avoid leading the participant
Ask for specific examples. Separate observed behavior from opinions about an imagined product. Record contradictions and alternatives. Do not treat one enthusiastic response as validation.

## Evidence log
Participant group | Recent task | Current workaround | Observed friction | Buyer / approval | Evidence | Contradiction | Next question

## After the interview
Summarize the repeated problem, the outliers, and the unanswered questions. Decide what to test next and identify who owns the decision.

Turn the findings into a project brief at https://runwise.agency/resources.html#brief-builder.