Moderating Usability Tests

138 CHAPTER 10 Interacting with diverse populations

more trouble. It’s a good idea to talk about these situations with col-

leagues after the session, and we urge you not to let it make you

hesitant with the next participant.

Monitor your feelings. Even though most moderators are people-

oriented, it might be uncomfortable to work with diverse populations

at fi rst. Until you have a lot of experience with special populations,

it may be quite a challenge to interact with them—to know how to

address them, to know how to help them without insulting them, to

know how to prompt and probe (Can she do more? Is that all he can

do? Should I push for more ...