CUSTOMER DISCOVERY GUIDE AND RECAP
Research question: [What we need to learn]
Participant role / context: [Relevant details]
Date / interviewer: [Details]
Recording / note-taking permission: [Confirmed process]

OPENING
What does this part of your work involve?
Could you walk me through the last time [situation] happened?

WORKFLOW
Trigger: [What started it]
Steps and people: [What happened]
Tools / documents: [What was used]
Output / next destination: [Where it went]

FRICTION AND CONTEXT
Difficult moment: [Specific example]
Current workaround: [What they do]
Consequence: [Participant’s description]
Constraints: [Access / process / timing / other]
How changes are chosen: [Decision process]

EVIDENCE
Statement or short quote: [Exact words where relevant]
Context: [What the statement referred to]
Supporting artefact, if permitted: [Reference]

OUR INTERPRETATION
Hypothesis: [What we think this means]
Confidence / alternative explanation: [Notes]
What would test it: [Next step]

CLOSE
Readback and participant corrections: [Notes]
Open questions: [List]
Follow-up / owner / date: [Details]
Appropriate sharing audience: [Roles]

Prepared with the MeetriX resource library. Adapt to your organisation.
https://meetrix2.lisan.com/resources/customer-discovery/