The document discusses techniques for moderating user research sessions effectively. It identifies attributes of good moderators, such as being friendly, objective, and flexible. It provides tips for moderators on explaining tasks, asking questions, and reducing bias. The document also profiles common types of participant personalities that moderators may encounter, such as "The Mute", "The Talker", and "The Naysayer". The goal is to help moderators understand different participant types and moderate sessions skillfully.

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So you think you can moderate?
Andrew Schall
Principal Researcher & Director
Key Lime Interactive
Techniques to enhance your moderating skills

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v
Andrew Schall
Principal Researcher, Key Lime Interactive
Past President, User Experience Professionals
Association, Washington DC
Co-author, Eye Tracking in User Experience Design
Presenter, UXPA, IxDA, HCII Conferences/Events

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• What kind of a moderator are you?
• Understand what makes a good moderator
• Participant persona watch list
• Moderation in action
In this presentation:

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So…are you a
good moderator?

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Most people think that they
are good moderators
(This is typically not the case)

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The spectrum of moderator personalities
Robotic Animated

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Attributes of a good moderator
• Friendly (but not too friendly)
• Objective
• Open-minded
• Curious
• Flexible
• Deals well with ambiguity

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How to be a good moderator
Do’s & Don’ts

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Remember that participants…
• Are often nervous
• Feel as though they are being
tested
• Are on their best behavior
• Have more patience
• Usually want to please you
(Experimenter Effect)
• Want to succeed

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Explain and encourage think aloud

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Keep Quiet

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Observe

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Ask

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

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What to do when a participant…
• Asks you a question about the task
• Looks frustrated/confused/grunts/sighs
• Does the wrong thing
• Does the right thing
• Asks for your opinion
• Asks you if they got the task right

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Participant Persona Watch List

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The Mute

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The Talker

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The Designer

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The Naysayer

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Mr./Ms. Positive

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Let’s see them in action!

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Which persona was that?

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Which persona was that?

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Q & A

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Andrew Schall
Principal User Researcher
Key Lime Interactive
andrew@keylimeinteractive.com