This document provides techniques for moderating user research sessions. It discusses the spectrum of moderator personalities from robotic to animated. The key attributes of a good moderator are listed as friendly, flexible, open-minded, objective, curious and able to deal with ambiguity. Tips are provided such as keeping quiet, observing participants and asking open-ended questions to reduce bias. The document also covers how to handle different participant types and scenarios that may occur during moderation.

1. So you think you can moderate?
Techniques to enhance your moderating skills
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Andrew Schall
Director of User Experience
SPARK Experience Design
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2. In this session:
• What kind of moderator are you?
• Understand what makes a good moderator
• The participant persona watch list
• Moderating Live!
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3. 1,200+ hours
moderating user research sessions
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4. So…are you a good moderator?
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5. Most people think they are
good moderators
(This is typically not the case)
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6. The spectrum of moderator personalities
Robotic Animated
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7. Attributes of a good moderator
• Friendly (but not too friendly)
• Flexible
• Open-minded
• Objective
• Curious
• Deals well with ambiguity
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8. How to be a good moderator
Do’s & Don’ts
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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 succeed
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10. Keep Quiet
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11. Observe
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12. Ask
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13. 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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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 opinion
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15. Participant Persona Watch List
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16. The Mute
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17. The Talker
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18. The Naysayer
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19. Mr./Mrs. Positive
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20. The Designer
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21. Let’s try this out
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22. Q&A
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