Author: Denislav Geshev

Last Updated: February 17, 2026

This document explains how we conducted the interviews, what we tweaked, and how it worked.

The Evolution of the Approach

Initially, we started with a clear list of key points we wanted to understand. We had questions to ask on a "conveyor belt," but the problem we saw with the first interviews was that people often get lost and speak on different, non-related topics. Even when they stay on track, they often don't have the capacity to think that procedurally and deeply about their own habits on command.

We pivoted our approach by keeping the first qualifiers but changing the "meat" of the interview. For the points we wanted to understand, we created a Waterfall/Funnel questioning system.

The Pivot: The Waterfall/Funnel Method

Our strategy shifted from a rigid list to a fluid discovery process. This approach is built on three core principles:

• The Vague Opener: We start with a single, highly vague question: "Walk me through your typical play session..." This allows the user to speak their mind freely without being led.
• The Gentle Pivot: When we hear a specific keyword related to our planned topics, we gently pivot to that subject. We repeat this process until all planned topics are met.
• Systematic Progression: Of course, if the user naturally stops and answers a topic fully, we move directly to the next L1 on our list.
• Flexibility & Improvisation: Users often add something new and important that wasn't on our list (for example: Support or Live Chat). If they hit on something useful, we improvise and let them speak on it to capture unexpected insights.

The 3 Levels of Inquiry

We designed the questions with different vagueness levels to guide the user to a conclusion without biasing their answers.

The Goal