Lindsay Moore is an independent design research and strategy consultant from Colorado.
We were in New York City, on day four of a three-week fieldwork trip. We had had some bumpy interviews the first few days, including a participant who clammed up because her husband was in the room, another who wasn’t comfortable showing us any of the software processes she had been recruited to show us, and a third with whom the conversation was like Mr. Toad’s Wild Ride, with us hanging on for dear life. But I was finally starting to settle in to the interview guide and was feeling positive about what we were learning. Plus we were getting a great apartment tour of Manhattan!
We were accompanied on each interview by a rotating member of the client team so that they could all experience the research firsthand, and this day was our first with a particular team member. Our morning interview had gone fairly well, but I could tell our client partner was having some trouble staying in the background, as she was used to more actively managing her interactions with customers.
We walked in the door for our afternoon interview, and I made some small talk, saying something like “How is your day going so far?” to our participant, who was an older gentleman. He answered that it was going much better now that we three pretty girls were there, but that it would be even better if we didn’t have clothes on. I experienced a shocked moment of “Did he really just said that???” and took a sidelong glance at my client to see her reaction. She had one of those impenetrable customer service masks of politeness on her face. I tried to shake off the comment and proceeded into the interview.
For the first 30 minutes, I found myself utterly unable to manage the flow with the participant, who would physically turn towards the client to answer my questions, and then turn back to me and say “You understand?” The interviews were about financial behavior, and he made it very clear that he thought I wouldn’t be able to follow what he was saying. Meanwhile, in an effort to be polite, engaged and responsive with her customer, my client was unintentionally making it worse. I realized I needed to gain some kind of credibility and after the umpteenth “I don’t know if you would understand” I told him that I do have some financial background and that I was following just fine. After that I was much better able to lead the interview and he engaged directly with me. Still, for another hour and a half he continued to condescend and make inappropriate/sexist comments (The number of times he suggested we “girls” go shopping at Bloomingdales after the interview? Five. What he wanted us to buy? Blouses.)
After leaving the interview I was hopping mad and said to my client and my colleague that I couldn’t believe what we had just experienced. They agreed but felt like we had still been able to uncover great information in the interview. They also thought that sometimes older men are just “like that” and that I shouldn’t let it get to me. I was bothered but decided to let it go. The interview had been uncomfortable but not unsafe, and the client was pleased with what we had learned. As an interviewer, wasn’t I supposed to be able to set my own emotions aside?
When revisiting the transcripts and coding the interview data, it really became clear to me that I was not overreacting to what we experienced. It was blatantly bad. Still, what should we have done? When I’ve related the story to other friends and colleagues, they’ve said that we should have left the home after the initial no-clothes comment. I want to agree on principle, but I also know that if I never allow myself to experience something uncomfortable, I’ll miss out on the richness and depth that is a part of this kind of work. What I do know is that it’s okay to share and talk about our own emotional responses to difficult research situations and that doing so is an important part of self-care for researchers. In the future, I will also make sure to have a plan in place with my fieldwork partners for when — and how — to end an interview, so that it’s not a process we need to invent in the moment.
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