Moderating Usability Tests

3.5 Rule 5: Be professional, which includes being genuine 33

it, although usually with some rewording to remove bias. If you

decide not to follow the request, you can say, “That’s an interesting

question, but I don’t want to ask it right now. I will tell you why after

the session.”

Be fi rm about enforcing the rules. Some visitors will violate the rules.

Visitors who come for several sessions often assume that they are not

going to see or hear anything new. Consequently, their attention

wavers and they start talking among themselves. When you are in the

observation room with them, usually a gentle reminder works best:

“Let’s watch and see if ...