Moderating Usability Tests: Principles and Practices for Interacting
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Table of contents
- Table of contentsvii
- Prefacexiii
- Acknowledgmentsxv
- About the Authorsxvii
- Chapter 1: Introduction1
- 1.1 WHY THIS BOOK?1
- 1.2 WHAT IS USABILITY TESTING?2
- 1.3 THE IMPORTANCE OF MODERATING SKILLS3
- 1.4 THE GOLDEN RULES OF MODERATING3
- 1.5 CULTURAL POINTS OF VIEW4
- 1.6 ABOUT THE SIDEBARS IN THIS BOOK4
- 1.7 ABOUT THE VIDEOS THAT ACCOMPANY THIS BOOK4
- 1.8 ABOUT THE COMPANION WEB SITE5
- Chapter 2: Getting started as a test moderator7
- 2.1 WHAT MAKES A GREAT MODERATOR?7
- 2.2 ROLES OF A MODERATOR9
- 2.3 TESTING LOCATIONS12
- 2.4 TEST PREPARATION12
- 2.5 JUMP-STARTING YOUR MODERATING SKILLS15
- Chapter 3: Golden rules 1 through 519
- 3.1 RULE 1: DECIDE HOW TO INTERACT BASED ON THE PURPOSE OF THE TEST20
- 3.2 RULE 2: PROTECT PARTICIPANTS’ RIGHTS23
- 3.3 RULE 3: REMEMBER YOUR RESPONSIBILITY TO FUTURE USERS26
- 3.4 RULE 4: RESPECT THE PARTICIPANTS AS EXPERTS, BUT REMAIN IN CHARGE28
- 3.5 RULE 5: BE PROFESSIONAL, WHICH INCLUDES BEING GENUINE33
- Chapter 4: Golden rules 6 through 1039
- 4.1 RULE 6: LET THE PARTICIPANTS SPEAK!39
- 4.2 RULE 7: REMEMBER THAT YOUR INTUITION CAN HURT AND HELP YOU42
- 4.3 RULE 8: BE UNBIASED43
- 4.4 RULE 9: DON’T GIVE AWAY INFORMATION INADVERTENTLY46
- 4.5 RULE 10: WATCH YOURSELF TO KEEP SHARP48
- Chapter 5: Initial contacts51
- 5.1 RECRUITING51
- 5.2 WHEN PARTICIPANTS ARRIVE59
- 5.3 THE PRETEST BRIEFING64
- 5.4 TRANSITIONING TO THE TASKS68
- Chapter 6: Interacting during the session71
- 6.1 INTERACTING FOR A REASON71
- 6.2 KEEPING THEM TALKING72
- 6.3 WHEN AND HOW TO PROBE73
- 6.4 PROVIDING ENCOURAGEMENT76
- 6.5 DEALING WITH FAILURE77
- 6.6 PROVIDING ASSISTANCE83
- Chapter 7: Interacting during post-test activities91
- 7.1 MAINTAINING YOUR ROLES91
- 7.2 DETERMINING THE ORDER OF ACTIVITIES92
- 7.3 CLARIFYING THINGS THAT OCCURRED DURING THE TEST93
- 7.4 ADMINISTERING RATINGS AND QUESTIONNAIRES94
- 7.5 ASKING OPEN-ENDED QUESTIONS97
- 7.6 ALLOWING OTHERS TO INTERACT WITH PARTICIPANTS98
- 7.7 FINAL ACTIVITIES100
- Chapter 8: Interacting in a remote test session105
- 8.1 WHAT IS REMOTE TESTING?105
- 8.2 PREPARING FOR THE SESSION109
- 8.3 INTERACTING DURING THE SESSION114
- Chapter 9: Moderator–participant arrangements123
- 9.1 A BIT OF HISTORY124
- 9.2 PHYSICAL ARRANGEMENT125
- 9.3 BELIEFS ABOUT ARRANGEMENTS126
- 9.4 CHOICE OF ARRANGEMENT128
- 9.5 CONSIDERATIONS FOR THE PRACTITIONER130
- Chapter 10: Interacting with diverse populations133
- 10.1 GENERAL GUIDELINES134
- 10.2 PEOPLE WITH PHYSICAL DISABILITIES138
- 10.3 THE ELDERLY145
- 10.4 PEOPLE WHO HAVE LOW LITERACY SKILLS147
- 10.5 CHILDREN AND TEENS149
- 10.6 PEOPLE FROM OTHER CULTURES152
- Chapter 11: Integrating the videos157
- 11.1 ABOUT THE VIDEOS157
- 11.2 CONTENT OF THE VIDEOS159
- 11.3 THE FUTURE OF USABILITY TESTING162
- References169
- Index175
Many aspects of usability testing have been thoroughly studied and documented. This isn’t true, however, of the details of interacting with the test participants who provide the critical usability data. This omission has meant that there have been no training materials and no principles from which new moderators can learn how to interact.
Moderating Usability Tests is the place for new and experienced moderators to learn about the rules and practices for interacting that have never been described in one place before. Authors Dumas and Loring draw on their combined 40 years of usability testing experience to develop and present the most effective principles and practices - both practical and ethical --for moderating successful usability tests.
To help usability professionals, students, and novices understand these principles, the authors provide videos from their lab that demonstrate good and poor interaction as well as commentary from a panel of testing experts on why certain techniques succeed or fail. The videos are accessible from the publisher’s companion web site.
• Presents the ten “golden rules that maximize every session’s value
• Offers targeted advice on how to maintain objectivity
• Discusses the ethical considerations that apply in all usability testing
• Explains how to reduce the stress that participants often feel
• Considers the special requirements of remote usability testing
• Demonstrates good and bad moderating techniques with laboratory videos accessible from the publisher’s companion web site
Moderating Usability Tests is the place for new and experienced moderators to learn about the rules and practices for interacting that have never been described in one place before. Authors Dumas and Loring draw on their combined 40 years of usability testing experience to develop and present the most effective principles and practices - both practical and ethical --for moderating successful usability tests.
To help usability professionals, students, and novices understand these principles, the authors provide videos from their lab that demonstrate good and poor interaction as well as commentary from a panel of testing experts on why certain techniques succeed or fail. The videos are accessible from the publisher’s companion web site.
• Presents the ten “golden rules that maximize every session’s value
• Offers targeted advice on how to maintain objectivity
• Discusses the ethical considerations that apply in all usability testing
• Explains how to reduce the stress that participants often feel
• Considers the special requirements of remote usability testing
• Demonstrates good and bad moderating techniques with laboratory videos accessible from the publisher’s companion web site