Anatomy of a 60-Minute Interview

Every session followed the same shape, so 17 countries stayed comparable.

5 min
25 min
18 min
12 min
Context — role, region, volume handled
Last Real Case — walk the most recent request end to end
Systems — tools opened, data re-typed, hand-offs
Friction — what breaks, workarounds, what they would change
45–60 min each Facilitator + note-taker Recorded with consent Notes filed in 24 h

Where the Research Lived

One place per artefact, shared with Dell from day one.

  • Discussion Guide & ConsentVersioned in the shared SharePoint research folder
  • Session Notes & TranscriptsOne row per interview in a shared tracker: country, role, date, tags
  • Affinity MappingTagged quotes clustered on a shared Mural board
  • Maps & BlueprintsDrawn in Figma, reviewed live with regional leads
Session counts and timings are the planned research protocol for the engagement; tool names are the shared workspaces the team worked in.