Tools:

Indeemo

Hotjar

1. Introductory question (bring some credibility, present yourself)
   1. Name + Age, Gender and Location
2. Understand how people feel/deal with situations (Insight and glimpse about the subject)
   1. "Can you tell me something about...?"
   2. "Do you remember of this happening?"
   3. "Can you describe how you feel about this?"
3. Follow up question (Explore ideas the person mentioned) may not be written down
4. Third question (Explorative. Further insight on the subject)
   1. Probing for more information
   2. "Main challenge?"
5. Specifying question (Bring focus to a specific situation. Maybe you already know it's a problem)
6. Direct question:
   1. Something that was already discussed that you may want to highlight
   2. Maybe make an assumption
   3. Direct back to what you want to know
7. Silent question:
   1. Don't be nervous to be in silence
   2. Sometimes you need time to read the behaviour
8. Indirect question (How the user sees other people/other institutions' behavior. Sometimes people find it easier to talk about other people/perspectives)
9. Structuring question (Bring the person back to the problem. It's better to repeat than to be lost)
10. Interpreting - In-depth analysis, that's why the user is there.