so you think you can moderate? (andrew schall)
DESCRIPTION
Given at UXPA-DC's User Focus Conference, Oct. 19, 2012.TRANSCRIPT
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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
7
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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