Moderating Usability Tests

10.2 People with physical disabilities 143

was through and that I, or my team, might refuse to help him. She was very

relieved, as was Harvey, that we were able to resolve the situation easily.

Testing sessions sometimes take o in unexpected directions. Flexibility and

a willingness to adapt to participants’ needs are crucial. We are hired to serve

our clients and to do no harm to participants. Balancing the two sometimes

means tipping the scales in one party’s favor. Knowing how to do so humanely

and deftly takes practice. When in doubt, be direct: Ask the participant and if

appropriate ask the client, and make the call that treats the participant ...