97 Things Every UX Practitioner Should Know

Chapter 96. Leverage Your “Psychologist Voice” for Effective UX Research Moderation

Dan Berlin

Mindfulness is the act of paying full attention to the here and now—something humans are traditionally not very good at. Our minds tend to wander away from the present, especially if we are bored, troubled, or on “autopilot.” When moderating UX research, we should be fully present. We need to listen to the participant’s every word and guide the conversation toward actionable insights. Just as a musician focuses on the music, artists on their subjects, and drivers on the road ahead, researchers need something on which to focus to keep them in the moment.

That something is our voice. We can be much more present in the conversation if we are mindful of not only what we’re saying but also how we’re saying it. Making the conscious decision to use a soothing voice and keep an even pace while talking will both put participants at ease and keep you focused on the present. Even after more than a decade of employing this technique, it hasn’t become rote. To this day, it helps keep me focused and present. It’s in-session meditation. Additionally, using this soothing voice—instead of your everyday conversational voice—should remind you to channel your inner psychologist to probe for root causes of your participants’ answers. Indeed, I call this approach “Using your Psychologist Voice.”

To use your ...