So You Think You Can Moderate? Techniques to Enhance Your Moderating Skills

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Presented at the 2012 User Focus Conference.

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So You Think You Can Moderate? Techniques to Enhance Your Moderating Skills

  1. 1. So you think you can moderate?Techniques to enhance your moderating skills PREPARED BY: PREPARED FOR: Andrew Schall Director of User Experience SPARK Experience Design Tweet during this session #userfocus
  2. 2. In this session:• What kind of moderator are you?• Understand what makes a good moderator• The participant persona watch list• Moderating Live!Tweet during this session #userfocus @andrewschall
  3. 3. 1,200+ hours moderating user research sessionsTweet during this session #userfocus @andrewschall
  4. 4. So…are you a good moderator? PREPARED BY: PREPARED FOR:Tweet during this session #userfocus @andrewschall
  5. 5. Most people think they are good moderators (This is typically not the case) PREPARED BY: PREPARED FOR:Tweet during this session #userfocus @andrewschall
  6. 6. The spectrum of moderator personalities Robotic AnimatedTweet during this session #userfocus @andrewschall
  7. 7. Attributes of a good moderator• Friendly (but not too friendly)• Flexible• Open-minded• Objective• Curious• Deals well with ambiguityTweet during this session #userfocus @andrewschall 7
  8. 8. How to be a good moderator Do’s & Don’ts PREPARED BY: PREPARED FOR:Tweet during this session #userfocus @andrewschall
  9. 9. Remember that participants:• Are often nervous• Feel as though they are being tested• On their best behavior• Have more patience• Usually want to please you (Experimenter Effect)• Want to succeedTweet during this session #userfocus @andrewschall
  10. 10. Keep QuietTweet during this session #userfocus @andrewschall
  11. 11. ObserveTweet during this session #userfocus @andrewschall
  12. 12. AskTweet during this session #userfocus @andrewschall
  13. 13. Reducing biasDon’t let the participant knowwhat you are thinking• Watch your verbal language• Watch your body language• Embody neutralityTweet during this session #userfocus @andrewschall
  14. 14. What to do when a participant…• Asks you a question about the task• Gets stuck• Looks frustrated/confused/grunts/sighs• Gives up• Does the wrong thing and thinks they are wrong• Does the wrong thing and thinks they are right• Does the right thing• Asks you if they got the task right• Asks for your opinionTweet during this session #userfocus @andrewschall
  15. 15. Participant Persona Watch List Tweet during this session #userfocus @andrewschall
  16. 16. The MuteTweet during this session #userfocus @andrewschall
  17. 17. The TalkerTweet during this session #userfocus @andrewschall
  18. 18. The NaysayerTweet during this session #userfocus @andrewschall
  19. 19. Mr./Mrs. PositiveTweet during this session #userfocus @andrewschall
  20. 20. The DesignerTweet during this session #userfocus @andrewschall
  21. 21. Let’s try this out PREPARED BY: PREPARED FOR:Tweet during this session #userfocus @andrewschall
  22. 22. Q&A PREPARED BY: PREPARED FOR:Tweet during this session #userfocus @andrewschall

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