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While you are waiting for our webinar to begin, you may
be interested in the downloads on the Attachments tab:
Have a question for our speakers? Click the Question
tab. Q&A will be at the end of today’s presentation.
http://bit.ly/KLIbodylanguagearticle http://bit.ly/KLIcustomerjourneymap

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Intro: The Role of Body
Language in User Research

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• Introductions (About Key Lime and Speakers, 3 minutes)
• Mehrabian Formula (2 minutes)
• Emotions that will be covered: (20 minutes)
• Confidence
• Confusion
• Frustration
• Questions (5 minutes)
Intro: The Role of Body Language

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Key Lime Interactive (KLI) is a full service user research firm
that conducts both qualitative and quantitative research for
Fortune 2,000 companies, mid-to-large design agencies, and
government agencies.
We make it our business to answer research questions that help
a company move the needle in terms of acquisition,
convergence, and customer experience differentiation. To our
clients we are known as a valuable source for:
→ UX Strategy: Experience and Perception
→ Formative and Summative Usability Testing
→ Benchmarking and Competitive Analysis
Who we are

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v
Speakers
Ania Rodriguez
CEO and Founder
Matt Bruce
User Experience Researcher

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Source: https://www.tonyrobbins.com/mind-meaning/are-you-sending-the-wrong-signals/?
Confidence
Confusion
Frustration
Impatient
Menacing
Etc.

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Confidence

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Confidence

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Confidence

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Confusion

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Confusion

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Confusion

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Frustration

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Frustration

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Frustration

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Reducing moderator bias
Don’t let the participant know
what you are thinking
• Watch your own verbal language
• Watch your own body language
• Exemplify consistent neutrality

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Tweet during this session @KeyLimeInteract #KLIevents
What to do when a
participant…

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Adjusts their posture
Moderator Tips
• Create rapport, but don’t mirror the participant
• Probe further, mentioning the adjustment in posture
• Ask user to explain what prompted the adjustment (determining the root cause)

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Looks confused/frustrated
Moderator Tips
• Create rapport, but don’t mirror the participant
• Probe, “What are you thinking about here?”
• Probe on emotional state, “How does this make you feel? Why?”

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Makes certain hand gestures
Moderator Tips
• Create rapport, but don’t mirror the participant
• Probe, so talk to me about what’s happening/what just happened?
• Probe, “What could be done to make this more clear?”

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Makes certain facial expressions
Moderator Tips
• Create rapport, but don’t mirror the participant
• Probe, “I noticed you smiled/laughed, talk to me about that.”
• Ask the user to elaborate a bit on the usefulness of this content they found amusing, seeing if it was helpful

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Tweet during this session @KeyLimeInteract #KLIevents
Q & A

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Tweet during this session @KeyLimeInteract #KLIevents
Thank you!
Join us on Thursday, April 7th at
12:00PM (EST) for Part 2 of our
Body Language Webinar Series.
• Part 1: Intro to Body Language
• Part 2: Facial Expressions
• Part 3: Facial Recognition & Data Analysis

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Matt Bruce
User Experience Researcher
Key Lime Interactive
matt@keylimeinteractive.com