Portland and the federal government

Learn about our sanctuary city status, efforts to block federal overreach: Portland.gov/Federal

Playbook

Teams often start with a solution. This playbook helps you step back and focus on the problem first. This helps reduce assumptions and risk.

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Interview people impacted

This play helps your team gather direct feedback from people affected by a service or system. It builds empathy and tests assumptions.

Use this play after completing Research Planning. The main outcome is a set of recordings or structured notes that capture real experiences.

Interviews typically take one to two weeks, depending on availability. 

What it is

This play is where you conduct interviews with participants.

You meet by video, phone, or in person. You ask open, neutral questions about real experiences. You record or take detailed notes and remove personal information. 

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The output is structured interview data used in Sensemaking.

Use this play when you need firsthand insight.

Do not use it if a faster or lower-risk method will meet your needs.

How to use it

Who you'll need

  • One interviewer
  • Optional note taker
  • Recruited participants 

What you'll need

  • Finalize interview plan
  • Confirm recording method
  • Test your technology 

Steps

  1. Recruit and schedule at least five participants.
    • Confirm they match your target groups.
    • Plan about one hour per session. 

  2. Set context before the session.

    Share clear information about the topic so participants can recall real experiences. 

  3. Start the interview.
    • Restate the purpose.
    • Ask for permission to record.
    • Have them briefly introduce themselves. 
  4. Run the interview.
    • Start by asking about a recent experience with the service.  
    • Ask open, neutral questions.
    • Listen to understand and get clarification when needed.
    • Focus on lived experience.
    • Redirect gently if off topic.
    • Take light notes or mark key moments. 
  5. Close the session.
    • Ask if they want to add anything.
    • Thank them.
    • Explain next steps. 

What to produce

  • Recorded sessions or detailed notes
  • Transcripts or structured summaries with personal information removed 

What decisions you'll make

  • None. This step gathers evidence only.
  • Decisions happen during Sensemaking. 

You're done when

  • Interviews are complete for each target group.
  • You have enough sessions to feel confident in emerging patterns. 

Resources

  • Interview checklist and script 
    A simple guide you fill in before your interview. Use it to plan your questions and remind yourself how to stay neutral and not lead participants. 
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