Reporting.kargo.com - Interview Template

7/11/2023

Mitch Krumm

Terrance Ng

Bradley Harkrader

Andy Owens

Goal

Determine how users feel about our current reporting process along with competitor processes/tools. Determine what they need from a self-service Kargo tool.

Background intro 

Hi, _________. Thanks for taking the time to speak with us today. As you know, my name is Mitch and I will be leading the session. We also have Terrance, Bradley and Andy who are assisting in research on this project. [introduce if we haven’t met]. Today, we’re asking users like yourself to help us innovate a brand new self-service reporting tool by asking them questions regarding their previous experiences with reporting processes and tools as well as determining their needs with a Kargo self-service reporting tool. There are no wrong answers; we are looking for your honest feedback to help us build the best tool that will be suitable for you as our user. If at any point you have questions, please don’t hesitate to ask. I’ll do my best to answer them. The session should take about 45 mins.

With your permission, we’re going to [record] this session conversation. The recording will only be used to help us and it won’t be seen by anyone except the people working on this project.

Do you have any questions so far? Ok great, let’s get started.

Questions

Understanding who are users are

  1. Can you state your name and role for us?

  1. Can you describe your typical workday?

  1. What are your biggest challenges you face in your role?

Understanding our users perspective of the current Kargo reporting process

  1. Can you describe what the current reporting process looks like (when working with Kargo)?

  1. Can this process vary depending on the campaign and/or any other variables? Why or why not?

  1. What has been successful with this process?

  1. What could use some improvement with this process?

  1. Are there any other comments or feelings you have about the current Kargo reporting process?

Understanding our users perspective of competitor reporting processes

  1. What do our competitor reporting processes look like?

  1. How do you feel about the reporting processes when working with them? (Success / improvements)?

  1. Do any of our competitors offer a self-service reporting tool / platform?

  1. If so, what do you particularly like about these platforms?

  1. What do you dislike about these platforms?

  1. Are there any other specific features in these platforms that you find useful?

Understanding what our users need from our new platform

  1. What would you need from a self-service reporting platform at Kargo?

  1. Specifically, are there any features that you need in the platform?

  1. What types of data would you expect to see within the platform?

  1. How would you like this data to be organized within the platform?

  1. If you had to choose one feature that is of most value to you, what would that be and why?

  1. Is there anything else that our team should consider when designing this platform for you?

Closing Questions

  1. How would a self-service reporting platform at Kargo impact your job?

  1. How would you define success for our self-service reporting platform?

  1. Is there anything we didn’t ask you that you think would be valuable for us to know?

  1. If we have further research/testing we are doing on this project, would you be willing to assist us again?