Book description
The Moderator's Survival Guide is your indispensable resource for navigating the rocky shoals of your one-on-one user research sessions. Inside, you’ll find guidance for nearly 100 diverse situations (ranging from business-as-usual to tricky and sticky) that might occur during usability studies, contextual inquiries, or user interviews.
As a moderator, you are responsible for the well-being of the participant, your study, and your organization. You must be prepared for anything that may happen, from your technology failing to the participant quailing. Use this guide to identify your best next steps, react appropriately, and survive any challenges that comes your way.
- Practical, field-tested, and actionable tips for what to do and say—and what NOT to do or say—in each situation.
- Key patterns and extensive examples to sharpen your approach to the commonplace and prepare you for the unlikely.
- Illustrative "survival stories" contributed by numerous professionals on the front lines of user research.
Table of contents
- Cover image
- Title page
- Table of Contents
- Copyright
- Dedication
- Acknowledgments
- Survival Stories
- List of Videos
- List of Situations
- Author Bios
- Introduction
-
Part 1: Your Moderation Toolkit
- Chapter 1. Moderation Matters: Power, Responsibility, and Style
-
Chapter 2. In the Trenches: Six Steps for Handling Situations
- Abstract
- 2.1 Take a moment to evaluate the situation before jumping to action
- 2.2 Resolve any threats to physical safety
- 2.3 Verify that you’re not causing or magnifying the situation
- 2.4 Check the participant’s comfort level
- 2.5 Use careful language and tone to probe on the situation and begin to resolve it
- 2.6 Regain control to bring the session back on track
- Chapter 3. Mix and Match: Your Moderation Patterns Toolbox
-
Part 2: Your Survival Guide
-
Chapter 4. Recruiting Mishaps: Participants You Weren’t Expecting
- Abstract
- 4.1 Participant does not seem to meet a key recruit criteria
- 4.2 Participant either refuses to or can’t do a key task
- 4.3 Participant has an unexpected physical feature
- 4.4 Participant is unfamiliar with the equipment
- 4.5 Participant has difficulty reading
- 4.6 Participant or others ask you to help
-
Chapter 5. Participant Misconceptions: Not What the Participant was Expecting
- Abstract
- 5.1 Participant thinks that she is participating in a focus group
- 5.2 Participant doesn’t want to be recorded or has other concerns about the consent form
- 5.3 Participant has different expectations for the compensation
- 5.4 Participant brings you to a conference room or other space instead of her office/workspace
- 5.5 Participant treats a contextual inquiry like an interview
- 5.6 Participant brings someone else to participate with her
- 5.7 Participant thinks the session is a job interview
- 5.8 Participant brings a child or pet to the session
-
Chapter 6. Some Guidance Required: Participants in Need of Shepherding
- Abstract
- 6.1 Participant is reluctant to say anything negative
- 6.2 Participant does something you don’t understand
- 6.3 Participant is not thinking aloud
- 6.4 Participant is not able to complete a necessary task
- 6.5 Participant ignores or pretends to understand your question
- 6.6 Participant not approaching workflow naturally
- 6.7 Participant does not have any negative feedback
- 6.8 Participant believes he has successfully completed a task
- 6.9 Observers are not engaged in the session
- Chapter 7. Make it Work: Handling Technical Obstacles
- Chapter 8. Is This Right? Responding to Uncertain Participants
-
Chapter 9. What’s Going On? Recovering from External Interruptions
- Abstract
- 9.1 Participant is running late
- 9.2 Observers are loud and distracting
- 9.3 Participant receives a call during the session
- 9.4 Participant cancels or is a no-show
- 9.5 Observer unexpectedly interacts with the participant
- 9.6 Session interrupted accidentally by an observer or someone else
- 9.7 Session interrupted by someone the participant knows
-
Chapter 10. Get on Track: Overcoming Momentum Blockers
- Abstract
- 10.1 Participant starts going on a tangent
- 10.2 Participant consistently focuses on irrelevant details
- 10.3 Participant does something very unexpected
- 10.4 Participant is slow or thorough
- 10.5 Participant gives vague responses to questions
- 10.6 Participant is difficult to hear or understand
- 10.7 You don’t have time to complete everything
- 10.8 Participant struggles excessively with a task
-
Chapter 11. Take the Wheel: Guiding Wayward Participants
- Abstract
- 11.1 Remote participant is obviously distracted
- 11.2 Participant is distressed by a personal line of questioning
- 11.3 Participant insists that she would never do something
- 11.4 Participant is frustrated by the prototype’s limited functionality
- 11.5 Participant seems annoyed at your neutrality
- 11.6 Participant does not seem to respect you or take you seriously
- 11.7 Participant becomes insulting or has an agenda
- 11.8 Participant becomes agitated by a product’s usability issues
-
Chapter 12. A Delicate Touch: Addressing Sensitive Situations
- Abstract
- 12.1 Participant is extremely entertaining and friendly
- 12.2 Something personal, inappropriate, or confidential is visible
- 12.3 Participant is obviously distracted by external circumstances
- 12.4 Participant tells you something personal
- 12.5 Participant has a disconcerting or distracting physical attribute
- 12.6 You have to point out something potentially embarrassing
- 12.7 Participant seems upset
- 12.8 Participant has an unexpected disability or service animal
-
Chapter 13. Uncomfortable Interactions: Responding to Awkward Situations
- Abstract
- 13.1 Participant curses or makes inappropriate comments
- 13.2 You know the participant, or the participant knows you
- 13.3 Participant knows an unexpected amount about you
- 13.4 Participant flirts with you
- 13.5 Participant does something awkward or uncomfortable
- 13.6 Participant makes a strangely specific request
- 13.7 Participant makes request during a site visit
-
Chapter 14. Safety First: Minimizing Emotional and Physical Distress
- Abstract
- 14.1 Fire alarm goes off or the facility needs to be evacuated
- 14.2 A natural disaster (e.g., earthquake, tornado) occurs
- 14.3 Participant starts to look ill or otherwise unwell
- 14.4 You begin to feel unwell while moderating a session
- 14.5 You notice a bad smell or have an allergic reaction
- 14.6 Participant seems to be drunk or stoned
- 14.7 Participant touches you
- 14.8 Participant’s environment contains dangerous items
- 14.9 Participant is doing something illegal or threatening
-
Chapter 4. Recruiting Mishaps: Participants You Weren’t Expecting
- Part 3: Improving Your Skills
- Appendices
Product information
- Title: The Moderator's Survival Guide
- Author(s):
- Release date: September 2013
- Publisher(s): Morgan Kaufmann
- ISBN: 9780124047143
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