so you think you can moderate? (andrew schall)

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So you think you can

moderate?

Director of User Experience

SPARK Experience Design

Andrew Schall

Techniques to enhance your moderating skills

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In this session:

• What kind of moderator are you?

• Understand what makes a good moderator

• The participant persona watch list

• Moderating Live!

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1,200+ hours moderating user research sessions

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So…are you a good

moderator?

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Most people think they are good moderators(This is typically not the case)

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The spectrum of moderator personalities

Robotic Animated

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Attributes of a good moderator

• Friendly (but not too friendly)• Flexible• Open-minded• Objective• Curious• Deals well with ambiguity

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How to be a good

moderator

Do’s & Don’ts

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Remember that participants:

Are often nervous Feel as though they are

being tested On their best behavior Have more patience Usually want to please you

(Experimenter Effect) Want to succeed

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Keep Quiet

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Observe

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Ask

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Reducing bias

Don’t let the participant know what you are thinking

Watch your verbal language

Watch your body language

Embody neutrality

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What to do when a participant…

Asks you a question about the task

Gets stuck

Looks frustrated/confused/grunts/sighs

Gives up

Does the wrong thing and thinks they are wrong

Does the wrong thing and thinks they are right

Does the right thing

Asks you if they got the task right

Asks for your opinion

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Participant Persona Watch List

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The Mute

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The Talker

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The Naysayer

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Mr./Mrs. Positive

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The Designer

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Let’s try this out

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Q & A