Customer Interview Example Transcript

Below is an example of a customer interview transcript with a diabetes type 2 patient, Emily. The conversation follows the structure of the Customer Interview Template. Notice that the interviewer asks for permission to take notes, explains why colleagues are present, lets Emily ask clarifying questions, and—at the end—asks her to rank the most important daily tasks, challenges, and desired improvements.

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Segment 1: Welcome and Context

Interviewer:
Hi, Emily. My name is Alex, and I’m here today to learn more about your experience managing type 2 diabetes. I’m joined by my colleagues, Sarah and John, who are here just to take notes so we don’t miss any details. Is it alright if we take notes during our conversation?

Emily:
Yes, that’s fine with me.

Interviewer:
Great, thanks. To get started, can you tell me a bit about your role in managing your diabetes and what a typical day looks like for you?

Emily:
Sure. Every morning I check my blood sugar levels and try to plan my meals accordingly. But by the time the day gets busy, I sometimes forget to log everything. It’s a constant juggle between work, family, and keeping up with all the checks and reminders.

Interviewer:
That sounds challenging. Which part of your day do you feel is the most demanding when it comes to keeping track of everything?

Emily:
I’d say the actual tracking—entering my blood sugar readings and meal details—is the most overwhelming part. There’s so much information to handle, and I often feel like I’m drowning in it.

Interviewer:
I can imagine. Before we continue, do you have any questions about how this interview will work or why we’re gathering this information?

Emily:
Yes, actually. How will this information be used?

Interviewer:
We’re using your insights to understand the everyday challenges of managing diabetes so that we can design a tool that simplifies your routine. Your feedback will help us create something that truly eases the burden. Let’s move on to talking more about your daily routine.

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Segment 2: Daily Management Tasks

Interviewer:
What is the one essential task you make sure to do every day to manage your diabetes?

Emily:
I always check my blood sugar after meals. It’s the core thing I try to stick to, even though sometimes I miss a check when I’m busy.

Interviewer:
Could you walk me through what you do when you’re checking your blood sugar? What steps do you follow?

Emily:
Well, I start by using my glucose meter right after eating, then I try to log the results either on paper or in my phone. Sometimes, if I’m pressed for time, I just skip logging it altogether.

Interviewer:
Why is it so important for you to keep a record of these readings?

Emily:
It helps me understand how my food choices and activities affect my blood sugar. When I see a good reading, I feel like I’m on top of things—even if the process itself is a bit of a hassle.

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Segment 3: Challenges and Frustrations

Interviewer:
Now, let’s talk about the parts that make managing your diabetes particularly difficult. What aspects of this routine are most frustrating for you?

Emily:
Honestly, it’s all a bit overwhelming. The manual tracking is really tedious, and the constant reminders and data just add to my stress.

Interviewer:
Can you share more about what exactly makes the manual tracking so challenging? For instance, is it the effort it takes or the confusion from too much data?

Emily:
Both, really. It takes time and energy, and when I’m already tired from a long day, I just don’t have the motivation. Also, there’s so much conflicting advice—it’s hard to know what to follow.

Interviewer:
That sounds really stressful. What worries you the most about these challenges?

Emily:
I’m most worried that if I can’t keep up with it all, I might miss signs of potential health issues. The fear of long-term complications is always there, and it makes me feel like I’m constantly falling behind.

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Segment 4: Hopes for Improvement

Interviewer:
Let’s shift gears a bit. What improvements would make managing your diabetes easier day-to-day?

Emily:
I’d love a tool that automates the tracking process. Imagine an app that syncs with my smartwatch and logs everything automatically—it would remove so much of the hassle.

Interviewer:
That sounds promising. Out of all the potential improvements, which one would give you the most relief and why?

Emily:
Automation is key. If the app could automatically capture my readings and sync with my devices, it would save me a lot of time and reduce the stress of manual data entry.

Interviewer:
And how do you think that change would affect your overall day-to-day experience managing your condition?

Emily:
I’d feel less burdened and more in control. I could focus more on living my life rather than being chained to a logbook or phone entry. It would make managing my health feel like less of a chore.

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Segment 5: Debrief and Wrap-Up

Interviewer:
Before we wrap up, I’d like to go over some key points. First, from the daily tasks you mentioned, which one is the most important for you?

Emily:
Definitely checking and logging my blood sugar levels. It’s the foundation of everything else.

Interviewer:
And among the challenges we discussed, which one do you feel is your biggest frustration?

Emily:
Manual tracking is by far the worst. Then it’s the overwhelming amount of advice I have to sift through.

Interviewer:
Lastly, if you could choose one improvement that would make the biggest difference in your daily routine, what would that be?

Emily:
Automation would be the most impactful for me. A system that handles the tracking for me would be a game changer.

Interviewer:
Thank you, Emily. Is there anything else you’d like to add or any question you think I should have asked?

Emily:
No, I think you covered everything really well. I appreciate you listening.

Interviewer:
We truly appreciate your time and honest feedback, Emily. Your insights will be incredibly valuable as we work toward a solution that makes managing diabetes less of a burden. Thanks again, and take care!