So you think you can moderate? (Andrew Schall)
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So you think you can moderate? (Andrew Schall)

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Given at UXPA-DC's User Focus Conference, Oct. 19, 2012.

Given at UXPA-DC's User Focus Conference, Oct. 19, 2012.

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  • 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. 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. 1,200+ hours moderating user research sessionsTweet during this session #userfocus @andrewschall
  • 4. So…are you a good moderator? PREPARED BY: PREPARED FOR:Tweet during this session #userfocus @andrewschall
  • 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. The spectrum of moderator personalities Robotic AnimatedTweet during this session #userfocus @andrewschall
  • 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. How to be a good moderator Do’s & Don’ts PREPARED BY: PREPARED FOR:Tweet during this session #userfocus @andrewschall
  • 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. Keep QuietTweet during this session #userfocus @andrewschall
  • 11. ObserveTweet during this session #userfocus @andrewschall
  • 12. AskTweet during this session #userfocus @andrewschall
  • 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. 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. Participant Persona Watch List Tweet during this session #userfocus @andrewschall
  • 16. The MuteTweet during this session #userfocus @andrewschall
  • 17. The TalkerTweet during this session #userfocus @andrewschall
  • 18. The NaysayerTweet during this session #userfocus @andrewschall
  • 19. Mr./Mrs. PositiveTweet during this session #userfocus @andrewschall
  • 20. The DesignerTweet during this session #userfocus @andrewschall
  • 21. Let’s try this out PREPARED BY: PREPARED FOR:Tweet during this session #userfocus @andrewschall
  • 22. Q&A PREPARED BY: PREPARED FOR:Tweet during this session #userfocus @andrewschall