The Moderator's Survival Guide

Dedication

Acknowledgments

Survival Stories

List of Videos

List of Situations

Frequent

Occasional

Rare

Author Bios

Introduction

Why we wrote this book

Who this book is for

What you’ll learn

One-on-one user research methods

Language used in this book

How this book is organized

Sidebars and survival stories

Companion website and videos

Part 1: Your Moderation Toolkit

Chapter 1. Moderation Matters: Power, Responsibility, and Style

Abstract

1.1 “Are they laughing at me?”

1.2 Power and responsibility

1.3 The session ringmaster

1.4 The science and art spectrum

1.5 Your moderating style

1.6 Effective adaptation

Chapter 2. In the Trenches: Six Steps for Handling Situations

Abstract

2.1 Take a moment to evaluate the situation before jumping to action

2.2 Resolve any threats to physical safety

2.3 Verify that you’re not causing or magnifying the situation

2.4 Check the participant’s comfort level

2.5 Use careful language and tone to probe on the situation and begin to resolve it

2.6 Regain control to bring the session back on track

Chapter 3. Mix and Match: Your Moderation Patterns Toolbox

Abstract

3.1 Take responsibility

3.2 Clarify the task/question

3.3 Redirect the participant

3.4 Reassure the participant

3.5 Build engagement

3.6 Disengage from the participant

3.7 Take a break

3.8 Shift the focus

3.9 End the session early

3.10 Choosing the best pattern for your situation

Part 2: Your Survival Guide

Chapter 4. Recruiting Mishaps: Participants You Weren’t Expecting

Abstract

4.1 Participant does not seem to meet a key recruit criteria

4.2 Participant either refuses to or can’t do a key task

4.3 Participant has an unexpected physical feature

4.4 Participant is unfamiliar with the equipment

4.5 Participant has difficulty reading

4.6 Participant or others ask you to help

Chapter 5. Participant Misconceptions: Not What the Participant was Expecting

Abstract

5.1 Participant thinks that she is participating in a focus group

5.2 Participant doesn’t want to be recorded or has other concerns about the consent form

5.3 Participant has different expectations for the compensation

5.4 Participant brings you to a conference room or other space instead of her office/workspace

5.5 Participant treats a contextual inquiry like an interview

5.6 Participant brings someone else to participate with her

5.7 Participant thinks the session is a job interview

5.8 Participant brings a child or pet to the session

Chapter 6. Some Guidance Required: Participants in Need of Shepherding

Abstract

6.1 Participant is reluctant to say anything negative

6.2 Participant does something you don’t understand

6.3 Participant is not thinking aloud

6.4 Participant is not able to complete a necessary task

6.5 Participant ignores or pretends to understand your question

6.6 Participant not approaching workflow naturally

6.7 Participant does not have any negative feedback

6.8 Participant believes he has successfully completed a task

6.9 Observers are not engaged in the session

Chapter 7. Make it Work: Handling Technical Obstacles

Abstract

7.1 Technical issues arise with your setup and/or equipment

7.2 Remote participant experiences difficulty joining

7.3 Facility loses its Internet connection

7.4 Remote participant drops off the call

7.5 Prototype or product changes unexpectedly

Chapter 8. Is This Right? Responding to Uncertain Participants

Abstract

8.1 Participant looks for affirmation

8.2 Participant asks for your opinion

8.3 Participant looks or sounds uncomfortable and/or nervous

8.4 Participant is self-blaming

8.5 Participant asks, “Did other people have trouble with this?”

8.6 Participant is unwilling or unsure

Chapter 9. What’s Going On? Recovering from External Interruptions

Abstract

9.1 Participant is running late

9.2 Observers are loud and distracting

9.3 Participant receives a call during the session

9.4 Participant cancels or is a no-show

9.5 Observer unexpectedly interacts with the participant

9.6 Session interrupted accidentally by an observer or someone else

9.7 Session interrupted by someone the participant knows

Chapter 10. Get on Track: Overcoming Momentum Blockers

Abstract

10.1 Participant starts going on a tangent

10.2 Participant consistently focuses on irrelevant details

10.3 Participant does something very unexpected

10.4 Participant is slow or thorough

10.5 Participant gives vague responses to questions

10.6 Participant is difficult to hear or understand

10.7 You don’t have time to complete everything

10.8 Participant struggles excessively with a task

Chapter 11. Take the Wheel: Guiding Wayward Participants

Abstract

11.1 Remote participant is obviously distracted

11.2 Participant is distressed by a personal line of questioning

11.3 Participant insists that she would never do something

11.4 Participant is frustrated by the prototype’s limited functionality

11.5 Participant seems annoyed at your neutrality

11.6 Participant does not seem to respect you or take you seriously

11.7 Participant becomes insulting or has an agenda

11.8 Participant becomes agitated by a product’s usability issues

Chapter 12. A Delicate Touch: Addressing Sensitive Situations

Abstract

12.1 Participant is extremely entertaining and friendly

12.2 Something personal, inappropriate, or confidential is visible

12.3 Participant is obviously distracted by external circumstances

12.4 Participant tells you something personal

12.5 Participant has a disconcerting or distracting physical attribute

12.6 You have to point out something potentially embarrassing

12.7 Participant seems upset

12.8 Participant has an unexpected disability or service animal

Chapter 13. Uncomfortable Interactions: Responding to Awkward Situations

Abstract

13.1 Participant curses or makes inappropriate comments

13.2 You know the participant, or the participant knows you

13.3 Participant knows an unexpected amount about you

13.4 Participant flirts with you

13.5 Participant does something awkward or uncomfortable

13.6 Participant makes a strangely specific request

13.7 Participant makes request during a site visit

Chapter 14. Safety First: Minimizing Emotional and Physical Distress

Abstract

14.1 Fire alarm goes off or the facility needs to be evacuated

14.2 A natural disaster (e.g., earthquake, tornado) occurs

14.3 Participant starts to look ill or otherwise unwell

14.4 You begin to feel unwell while moderating a session

14.5 You notice a bad smell or have an allergic reaction

14.6 Participant seems to be drunk or stoned

14.7 Participant touches you

14.8 Participant’s environment contains dangerous items

14.9 Participant is doing something illegal or threatening

Part 3: Improving Your Skills

Chapter 15. An Ounce of Prevention: Avoiding and Mitigating Situations

Abstract

15.1 Recruiting process

15.2 Your study plan

15.3 The product, space, and technology

15.4 Your observers

15.5 Your technique

Chapter 16. Sharpening Steel: How to Improve Your Skills and Help Others Improve Theirs

Abstract

16.1 Working on your moderating skills

16.2 Integrating tips and feedback

16.3 Giving feedback to other moderators

16.4 Spread your wings

Appendices

Appendix A. What to Say

Appendix B. Preparing for a Successful Session

The recruiting process

Your study plan

The product, space, and technology

Your observers

Your technique

Appendix C. Resources

Books to help you plan, run, and analyze your user research session

Professional organizations and conferences

Web resources

References

Index