If your participant isn’t sure where to start, you can further prompt, “Where were you? Set the scene for me.” As the participant tells their story, you can encourage them to keep going by asking them, “What happened next?” Sometimes they might skip a few steps, and you may need to ask, “What happened before that?” Thinking about their story as having a beginning, a middle, and an end can help you guide the participant. Use your customer-experience map to help you track their story. Listen for specific nodes. Ask about nodes that were left out of the story.
