How to explore a contradiction in a user interview
The user describes a process as easy, then shares an example that sounds difficult.
What they might say
- “It's easy, except when we have to redo everything.”
- “It works fine, but last Friday took hours.”
- “I trust it, though I check every number myself.”
What's usually behind it
Their overall view and one difficult experience can both be true. The difference may reveal an exception, an accepted hassle, or extra work they barely notice anymore.
What you can say
- Walk me through what happened that time.
- How did that compare with a typical day?
- What happened next?
Try not to
- Calling out the user as inconsistent.
- Deciding which account is the real one.
How Earshot helps in the moment
Earshot listens live, shows one short card with a suggested open follow-up, and nudges you on pace so you can explore the difference without rushing.
More for user research interviews