We started by ranking our users from the most active to the less active and listing the features they were using the most, we also determined them by the size of their restaurant, the type and the number of bookings they were driving each months.
Regarding the format, we tried as most as possible to meet them in person. Otherwise, we did a zoom meeting. The interview was about 1h30 long and we started by a "cv" introduction where we asked straight forward questions before getting in more open discussion.
"I just don't know where to start, it looks so complex.
I’m with you mainly because you’re not taking commissions
"I got so many things to think, food delivery, shift, reservations…
I’m not on behind my laptop all the time, an app would help."