You will need

paper and pen, software for creating polls

Time

from 30 minutes to an hour

People

1 user

Difficulty

1 – face-to-face poll would be more difficult, of course

Use when...

  • you need to find out why your employees hand in notices
  • you need to find out the reasons your users have not prolonged their membership card or why they quit paying for your service

Do not use when...

  • you want a more extensive collection of feedback

Procedure

  1. Create a survey with questions, which you hand in to the user to fill out. Or meet them in person.
  2. The questions should go to the heart of the matter. You should ask questions such as: “What was your reason not to reregister in our library?”
  3. If you have hypotheses on what might the most frequent reasons be, you may include them as options in the survey. However, you should always include option for users’ own reasons.
  4. In case of a face-to-face interview, avoid emotions evoked by the criticism of your service.
  5. Carefully evaluate the answers and consult them with your colleagues.
  6. Formulate the problems into a design challenge and start tackling them by other methods.

Keep in mind that...

  • negative feedback might be a good stimulus for the improvement of your services
  • exit interview is only the beginning of the whole process
  • it is good to stay in touch with the respondents as they might come in handy when developing the prototypes of a new service or when improving the existing one

Find out more

Tools

In the testing phase, you can use the following methods…

When you want to find out what is the current state of your service

When you need to decide which version of the service should be deployed

Download the book Service Design in Libraries

It includes detailed descriptions of case studies from both the Czech Republic and Norway.

Download the book  

Get the design methods card set

You will always have a ready help, which will tell you how to proceed, and which tools to prepare.

Get the card set