Tasks: Don’t tell them what the tasks are in
advance. Keep to the script when possible, allow
users’ ﬂow to guide through tasks naturally.
Expectations: Don’t say “This is so easy even a
6-year old can do it.”
Rescuing: Don’t help struggling participants until
frustration level rises ... know when to “give up”
and list as failed task.
Response: Don’t answer questions, respond
impartially, “Hm. I wonder...”