The Moderator's Survival Guide [electronic resource] : Handling Common, Tricky, and Sticky Situations in User Research
Tedesco, Donna.
Tranquada, Fiona.
Burlington : Elsevier Science,
2013.
 The Moderator's Survival Guide is your indispensable resource for navigating the rocky shoals of your one-on-one user research sessions. Inside, you'll find guidance for nearly 100 diverse situations (ranging from business-as-usual to tricky and sticky) that might occur during usability studies, contextual inquiries, or user interviews.   As a moderator, you are responsible for the well-being of the participant, your study, and your organization. You must be prepared for anything that may happen, from your technology failing to the participant quailing. Use this guide to identif
Description based upon print version of record.
Front Cover; The Moderator's Survival Guide: Handling Common, Tricky, and Sticky Situationsin User Research; Copyright; Dedication; Contents; Acknowledgments; Survival Stories; List of Videos; List of Situations; Frequent; Occasional; Rare; Author Bios; Introduction; Why we wrote this book; Who this book is for; What you'll learn; One-on-one user research methods; Language used in this book; How this book is organized; Part 1 - Your Moderation Toolkit; Chapter 1 - Moderation Matters: Power, Responsibility, and Style; 1.1 "Are they laughing at me?"; 1.2 Power and responsibility
1.3 The session ringmaster1.4 The science and art spectrum; 1.5 Your moderating style; 1.6 Effective adaptation; Chapter 2 - In the Trenches: Six Steps for Handling Situations; 2.1 Take a moment to evaluate the situation before jumping to action; 2.2 Resolve any threats to physical safety; 2.3 Verify that you're not causing or magnifying the situation; 2.4 Check the participant's comfort level; 2.5 Use careful language and tone to probe on the situation and begin to resolve it; 2.6 Regain control to bring the session back on track; Chapter 3 - Mix and Match: Your Moderation Patterns Toolbox
3.1 Take responsibility3.2 Clarify the task/question; 3.3 Redirect the participant; 3.4 Reassure the participant; 3.5 Build engagement; 3.6 Disengage from the participant; 3.7 Take a break; 3.8 Shift the focus; 3.9 End the session early; 3.10 Choosing the best pattern for your situation; Part 2 - Your Survival Guide; Chapter 4 - Recruiting Mishaps: Participants You Weren't Expecting; 4.1. Participant does not seem to meet a key recruit criteria; 4.2. Participant either refuses to or can1397969521t do a key task; 4.3. Participant has an unexpected physical feature
4.4. Participant is unfamiliar with the equipment4.5. Participant has difficulty reading; 4.6. Participant or others ask you to help; Chapter 5 - Participant Misconceptions: Not What the Participant was Expecting; 5.1 Participant thinks that she is participating in a focus group; 5.2 Participant doesn1397969521t want to be recorded or has other concerns; 5.3. Participant has different expectations for the compensation; 5.4. Participant brings you to a conference room or other space; 5.5. Participant treats a contextual inquiry like an interview
5.6. Participant brings someone else to participate with her5.7. Participant thinks the session is a job interview; 5.8. Participant brings a child or pet to the session; Chapter 6 - Some Guidance Required: Participants in Need of Shepherding; 6.1Participant is reluctant to say anything negative; 6.2. Participant does something you don1397969521t understand; 6.3. Participant is not thinking aloud; 6.4. Participant is not able to complete a necessary task; 6.5. Participant ignores or pretends to understand your question; 6.6. Participant not approaching workflow naturally
6.7. Participant does not have any negative feedback
 The Moderator's Survival Guide is your indispensable resource for navigating the rocky shoals of your one-on-one user research sessions. Inside, you'll find guidance for nearly 100 diverse situations (ranging from business-as-usual to tricky and sticky) that might occur during usability studies, contextual inquiries, or user interviews.   As a moderator, you are responsible for the well-being of the participant, your study, and your organization. You must be prepared for anything that may happen, from your technology failing to the participant quailing. Use this guide to identif
Commercial products -- Testing.
Commercial products.
Computer software -- Testing.
Computer software.
Focus groups.
Interviewing.
User centered system design.
Commercial products
Computer software
User centered system design
Focus groups
Interviewing
Forums (Discussion and debate)
Mechanical Engineering
Engineering & Applied Sciences
Industrial & Management Engineering