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The Moderator's Survival Guide
Handling Common, Tricky, and Sticky Situations in User Research
1st Edition - September 25, 2013
Authors: Donna Tedesco, Fiona Tranquada
Paperback ISBN:
9 7 8 - 0 - 1 2 - 4 0 4 7 0 0 - 6
eBook ISBN:
9 7 8 - 0 - 1 2 - 4 0 4 7 1 4 - 3
The Moderator's Survival Guide is your indispensable resource for navigating the rocky shoals of your one-on-one user research sessions. Inside, you’ll find guidance for nearly… Read more
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The Moderator's Survival Guide is your indispensable resource for navigating the rocky shoals of your one-on-one user research sessions. Inside, you’ll find guidance for nearly 100 diverse situations (ranging from business-as-usual to tricky and sticky) that might occur during usability studies, contextual inquiries, or user interviews.
As a moderator, you are responsible for the well-being of the participant, your study, and your organization. You must be prepared for anything that may happen, from your technology failing to the participant quailing. Use this guide to identify your best next steps, react appropriately, and survive any challenges that comes your way.
- Practical, field-tested, and actionable tips for what to do and say—and what NOT to do or say—in each situation.
- Key patterns and extensive examples to sharpen your approach to the commonplace and prepare you for the unlikely.
- Illustrative "survival stories" contributed by numerous professionals on the front lines of user research.
UX professionals (UX designers, usability engineers, usability architects, usability researchers, UX managers)
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
- No. of pages: 364
- Language: English
- Published: September 25, 2013
- Imprint: Morgan Kaufmann
- Paperback ISBN: 9780124047006
- eBook ISBN: 9780124047143
DT
Donna Tedesco
Donna Tedesco is a Senior User Experience Specialist with over ten years of user research experience. She has published and presented at local, national and international conferences, and is co-author with Bill Albert and Tom Tullis of the book, "Beyond the Usability Lab: Conducting Large-Scale Online User Experience Studies." Donna received a BS in Engineering Psychology/Human Factors from Tufts University School of Engineering and a MS in Human Factors in Information Design from Bentley University.
Affiliations and expertise
Senior Usability SpecialistFT
Fiona Tranquada
Fiona Tranquada is a Senior Usability Consultant with over ten years of user research experience. She has published and presented at local and national conferences and is an active Board member for the Boston chapter of the User Experience Professionals Association (UXPA). Fiona received a BA in Professional Writing and Creative Writing from Carnegie Mellon and an MS in Human Factors in Information Design from Bentley University.
Affiliations and expertise
Senior Usability Consultant