Amazon Prime Now 1:1 Interview Guide

Author: Mary Schwab

Main Research Goals

• Determine grocery delivery preferences of users

• Discover and learn more about the features that users love about Amazon Prime Now shopping and delivery (or other delivery service, if that is used)

• Discover what kind of items users get delivered

• Determine where users are when they place orders (and on what devices)

• Discover pain points when users place orders via Amazon Prime Now (or other delivery service)

  • Key focus around their feelings towards the packaging/bagging when items are delivered

• Determine what users currently do with the excess delivery bags/packaging 

For each interview, I will collect the following information:

• Age

• Gender

• Location

• Occupation 

• Type of phone they use

• How many times a year they utilize grocery delivery services

Questions:

• What grocery delivery services have you used in the past?

  • If multiple, which do you prefer (or use most often) and why?

• How often do you utilize those services?

• What types of items do you usually order via grocery delivery?

• Why did you decide to start using grocery delivery?

• Tell me about your last grocery delivery order

  • Describe the process

  • Where were they when they placed the order? What kind of device did they use?

• Tell me about a time when you had a great experience with grocery delivery

• Tell me about a time when you had a poor experience with grocery delivery

• Can you tell me the top benefits for you to use grocery delivery?

• Can you tell me the top frustrations you experience when using grocery delivery?

• Can you describe the differences you experience when you shop in store versus via grocery delivery?

  • Do you bring your own bags into the grocery store?

• Can you describe to me the step by step process once a delivery arrives to your home?

  • What do you do with the bags and packaging that the groceries came in?

• Can you describe your overall in home recycling habits?