Planning a Discovery Interview in Scrum

Discovery interviews with customers are crucial for understanding how they use the product, their pain points, and areas for improvement. Choosing the right person to conduct these interviews is important for gathering valuable insights.

Exam Question

You are planning a discovery interview with an existing customer who has used your product for years and has had few complaints or compliments over this period. Who would be suitable to have this conversation and why?
(choose the best answer)
A. Anyone on the Scrum Team could benefit from learning how and if this customer is using the product.
B. The Developer with the UX role, since he or she is most skilled in having these conversations.
C. The Scrum Master, since this customer is not providing feedback.
D. The Product Owner, since they are responsible for ordering the Product Backlog.

Correct Answer

A. Anyone on the Scrum Team could benefit from learning how and if this customer is using the product.

Explanation

Correct Answer

A. Anyone on the Scrum Team could benefit from learning how and if this customer is using the product:
Engaging the entire Scrum Team in customer interactions can be highly beneficial. It allows team members to gain direct insights into how customers are using the product, what their experiences are, and what potential issues or areas for improvement exist. This shared understanding can foster better collaboration, more informed decision-making, and a stronger alignment with customer needs throughout the product development process.

Why the Other Options Are Less Effective

B. The Developer with the UX role, since he or she is most skilled in having these conversations:
While a Developer with UX skills may be adept at conducting user interviews, it is advantageous for the whole team to gain insights from customer interactions. This holistic approach helps ensure that everyone is aligned on the user’s needs and experiences.

C. The Scrum Master, since this customer is not providing feedback:
The Scrum Master’s primary role is to facilitate the Scrum process and remove impediments. While they can certainly participate, they are not the primary person for gathering customer feedback.

D. The Product Owner, since they are responsible for ordering the Product Backlog:
Although the Product Owner is responsible for prioritizing the Product Backlog based on customer feedback, involving the entire Scrum Team ensures that all members have a shared understanding of customer needs and experiences, which can lead to more effective product development.

Benefits of Involving the Entire Scrum Team

• Shared Understanding: Involving the entire team helps ensure that all members have a common understanding of customer needs and usage patterns.
• Improved Collaboration: When the whole team is aware of customer feedback, it fosters better collaboration and communication during development.
• Informed Decision-Making: Direct insights from customers enable the team to make more informed decisions regarding feature development and prioritization.
• Enhanced Empathy: Team members who interact with customers can develop greater empathy for users, leading to more user-centered design and development.

Relevance to the PSU I Exam

Understanding the importance of involving the entire Scrum Team in customer interactions is crucial for the PSU I exam. It demonstrates the ability to foster a collaborative and user-centered approach to product development.

Key Takeaways

• Involving the entire Scrum Team in customer interviews ensures a shared understanding of user needs and experiences.
• This approach enhances collaboration, informed decision-making, and empathy within the team.
• While the Product Owner prioritizes the Product Backlog, engaging all team members in customer interactions leads to more effective and user-centered development.

Conclusion

In Scrum, involving the entire team in customer interviews can lead to a more cohesive and user-centered product development process. This approach ensures that all team members have a shared understanding of customer needs, fostering better collaboration and decision-making. For more information on preparing for the PSU I exam, visit our Professional Scrum with UX PSU I™ Exam Prep.