客户访谈脚本模板：遵循妈妈测试原则，获取真实用户洞察的产品管理工具

interview-script by phuryn/pm-skills

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安装命令

npx skills add https://github.com/phuryn/pm-skills --skill interview-script

方法论用户体验产品管理

🇨🇳中文介绍

客户访谈脚本

创建一个结构化的访谈脚本，旨在揭示真实洞察，而不仅仅是观点。遵循“妈妈测试”原则——询问他们的生活，而非你的想法。

领域背景

客户访谈是持续探索中第一阶段（探索） 的信息来源之一。其他来源包括：利益相关者访谈、使用分析、数据分析、调查、市场趋势、SEO/SEM分析。产品经理需要直接接触用户、利益相关者、工程师和设计师——“无需代理”。产品三人组（产品经理 + 设计师 + 工程师 —— Teresa Torres）应共同进行探索，而不仅仅是产品经理独自进行。

背景

你正在为关于 $ARGUMENTS 的研究准备一份客户访谈脚本。

如果用户提供了文件（用户画像、假设列表、产品简介或之前的访谈笔记），请先阅读它们。

说明

明确研究目标 ：
- 团队需要回答哪些具体问题？
- 这项研究将为哪些决策提供信息？
- 哪些假设需要验证？
创建访谈脚本，包含以下部分：

开场（2-3 分钟）

 * 自我介绍和访谈目的（学习，而非推销）
 * 设定期望：“没有对错答案。我们在这里是为了从您的经验中学习。”
 * 请求允许录音（如适用）
 * 确认可用时间

热身：背景与概况（5 分钟）

 * “请介绍一下您的角色以及典型的一天/一周是怎样的。”
 * “您从事[与产品领域相关的活动]多久了？”
 * 目标：建立融洽关系并了解其背景

核心探索：待完成工作（15-20 分钟）

当前状况与行为（过去时态，具体实例）：

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 * “请带我回顾一下您上次[做我们正在探索的事情]的情况。发生了什么？”
 * “您使用了哪些工具或方法？”
 * “花了多长时间？还有谁参与其中？”

痛点与挫折（观察，而非引导）：

 * “那件事最困难的部分是什么？”
 * “如果您能挥动魔法棒，您会改变什么？”
 * “您尝试过解决这个问题吗？结果如何？”

期望的结果（用他们的话，而非你的话）：

 * “对您来说，在这个领域‘好’是什么样子的？”
 * “您如何知道这件事进展顺利？”

支付意愿 / 优先级（利益相关）：

 * “您目前在这方面花费了多少时间/金钱？”
 * “您是否寻找过更好的解决方案？找到了什么？”
 * “为了解决这个问题，您愿意放弃什么？”

当遇到有趣的线索时使用这些技巧：

 * **“能多告诉我一些吗？”** —— 开启任何话题
 * **“为什么？”**（温和地询问，2-3次）—— 探究根本原因
 * **“能给我一个具体的例子吗？”** —— 从观点转向事实
 * **“接下来发生了什么？”** —— 跟随故事发展
 * **“那让您感觉如何？”** —— 捕捉情感强度

 * 询问**他们的生活**，而非你的想法
 * 询问**过去**，而非未来（“您会使用 X 吗？”是无效的）
 * **少说多听** —— 目标是 80/20 的比例
 * 访谈期间**绝不推销**
 * 寻找**强烈的情感** —— 它们标志着真正的痛苦或喜悦
 * **赞美是噪音** —— “听起来很酷！”并不能告诉你任何信息

结束（3-5 分钟）

 * “我有没有漏掉什么您认为很重要的问题？”
 * “关于这个问题，我还应该和谁谈谈？”
 * 感谢他们抽出时间
 * 分享后续步骤（如果有）

3. 定制脚本：根据特定的产品领域、用户画像和研究目标调整问题。根据可用的访谈时长增加或删除部分。

包含一个笔记模板：

参与者：[姓名 / ID]
日期：[日期]
关键任务：[他们试图完成什么]
当前解决方案：[他们目前使用什么]
最大痛点：[他们最大的挫折]
期望结果：[成功是什么样子]
支付意愿：[他们投入 / 愿意投入多少]
意外发现：[一些意想不到的事情]
后续跟进：[下一步]

保存为 markdown 格式。同时包含脚本和笔记模板。

🇺🇸English

Customer Interview Script

Create a structured interview script that surfaces real insights, not just opinions. Follows "The Mom Test" principles — ask about their life, not your idea.

Domain Context

Customer interviews are one source in Stage 1 (Explore) of continuous discovery. Other sources: stakeholder interviews, usage analytics, data analytics, surveys, market trends, SEO/SEM analysis. The PM needs direct access to users, stakeholders, engineers, and designers — "without proxies." The Product Trio (PM + Designer + Engineer — Teresa Torres) should work together on discovery, not just the PM alone.

Context

You are preparing a customer interview script for research on $ARGUMENTS.

If the user provides files (personas, hypothesis lists, product briefs, or previous interview notes), read them first.

Instructions

Clarify research objectives :
- What specific questions does the team need answered?
- What decisions will this research inform?
- What assumptions need validation?
Create the interview script with these sections:

Opening (2-3 min)

 * Introduce yourself and the purpose (learning, not selling)
 * Set expectations: "There are no right or wrong answers. We're here to learn from your experience."
 * Ask permission to record (if applicable)
 * Confirm time available

Warm-Up: Context & Background (5 min)

 * "Tell me about your role and what a typical day/week looks like."
 * "How long have you been doing [activity related to the product area]?"
 * Goal: Build rapport and understand their context

Core Exploration: Jobs to Be Done (15-20 min)

Current situation and behavior (past tense, specific instances):

 * "Walk me through the last time you [did the thing we're exploring]. What happened?"
 * "What tools or methods did you use?"
 * "How long did it take? Who else was involved?"

Pain points and frustrations (observe, don't lead):

 * "What was the hardest part about that?"
 * "If you could wave a magic wand, what would change?"
 * "What have you tried to solve this? What happened?"

Desired outcomes (their words, not yours):

 * "What does 'good' look like for you in this area?"
 * "How would you know if this was working well?"

Willingness to pay / priority (skin in the game):

 * "How much time/money do you currently spend on this?"
 * "Have you looked for a better solution? What did you find?"
 * "What would you give up to have this solved?"

Probing Techniques

Use these when you hit an interesting thread:

 * **"Tell me more about that"** — opens up any topic
 * **"Why?"** (asked gently, 2-3 times) — gets to root causes
 * **"Can you give me a specific example?"** — moves from opinions to facts
 * **"What happened next?"** — follows the story
 * **"How did that make you feel?"** — captures emotional intensity

The Mom Test Rules

 * Ask about **their life** , not your idea
 * Ask about **the past** , not the future ("Would you use X?" is useless)
 * **Talk less, listen more** — aim for 80/20 split
 * **Never pitch** during the interview
 * Look for **strong emotions** — they signal real pain or delight
 * **Compliments are noise** — "That sounds cool!" tells you nothing

Wrap-Up (3-5 min)

 * "Is there anything I didn't ask that you think is important?"
 * "Who else should I talk to about this?"
 * Thank them for their time
 * Share next steps (if any)

3. Customize the script : Adapt questions to the specific product area, persona, and research objectives. Add or remove sections based on the interview length available.

Include a note-taking template :

Participant: [Name / ID]
Date: [Date]
Key Jobs: [What they're trying to accomplish]
Current Solution: [What they use today]
Biggest Pain: [Their #1 frustration]
Desired Outcome: [What success looks like]
Willingness to Pay: [How much they invest / would invest]
Surprise Finding: [Something unexpected]
Follow-up: [Next steps]

Save as markdown. Include both the script and the note-taking template.