In this Step, you will:

• Learn some interviewing tips that are specific to usability testing

I'm not covering every single aspect of moderating (or interviewing) here. A full guide on session moderation is available for that. Instead, I'm just going to give some tips on moderating sessions that apply specifically to usability tests.

Usability test moderation tips:

• Always reassure the participant that they can't do anything wrong. You're going to ask them to perform tasks, and they need to know that the tasks are not a test of them.
• Give participants time with the product or prototype before making them talk. It takes longer than you expect for people to process a new screen or read some text, especially when they're being observed.
• Let participants fail at tasks. If they are struggling to perform a task, don't jump in and help unless the participant is getting very upset.
• If the participant starts to get very upset or frustrated, feel free to move them on to another task or end the session early. Only do this under fairly extreme circumstances.
• Never start the session with a demo or description of what the product does! Remember, only give the participant exactly the information that she would have if she came to the product or task naturally.
• If you're working with a prototype, make sure to explain that it's just a prototype and might not work perfectly or look final.
• Always follow up on comments like, "That was very easy to use," or "That was very confusing," with the question "What was easy about it?" or "What was confusing about it?" Apply this formula every time a user makes a general statement.

Why Does This Matter?

Good moderation techniques means you won't end up unintentionally biasing your test. Biased results are worse than no results, since they merely reinforce what you already think rather than uncovering the truth.