Separate words from behavior

Observe what people actually do with the product and its alternatives. A person can praise an idea and still have no reason to change a habit. They can also describe a problem poorly while repeatedly struggling with it. Combine conversation with practical evidence.

Keep notes that distinguish observation, interpretation, and a proposed test. For example, a customer abandons setup. You infer that the first step is confusing. A simpler first step becomes a test, not an established explanation.

Ask for advice when it helps people explain their experience. Do not transfer product responsibility to the interviewee. Customers can reveal their problems without designing the best solution. Your job is to connect the evidence and make the decision.