Chapter 1

Moderation Matters

Power, Responsibility, and Style


As the moderator of a user research session, you’re responsible for the competing needs of the participant’s emotional and physical state, your own emotional and physical state, your study’s research goals, overall management of the session, and the protection of your organization. Balancing all these needs requires empathy, flexibility, creativity, a sense of humor, and an aura of authority. These qualities combine with your moderating style to ensure that you can make your session as successful as possible, and that you can adapt as needed to any changing conditions.


user research moderating style; new usability moderators; user research empathy; user research ...

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