- Title page
- Table of Contents
- Copyright
- Dedication
- Acknowledgments
- Survival Stories
- List of Situations
- Author Bios
- Introduction
- Part 1: Your Moderation Toolkit
- Chapter 1. Moderation Matters: Power, Responsibility, and Style
- Chapter 2. In the Trenches: Six Steps for Handling Situations
- Abstract
- 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
- Chapter 4. Recruiting Mishaps: Participants You Weren’t Expecting
- Abstract
- 4.1 Participant does not seem to meet a key recruit criteria
- 4.2 Participant either refuses to or can’t do a key task
- 4.3 Participant has an unexpected physical feature
- 4.4 Participant is unfamiliar with the equipment
- 4.5 Participant has difficulty reading
- 4.6 Participant or others ask you to help
- Chapter 5. Participant Misconceptions: Not What the Participant was Expecting
- Abstract
- 5.1 Participant thinks that she is participating in a focus group
- 5.2 Participant doesn’t want to be recorded or has other concerns about the consent form
- 5.3 Participant has different expectations for the compensation
- 5.4 Participant brings you to a conference room or other space instead of her office/workspace
- 5.5 Participant treats a contextual inquiry like an interview
- 5.6 Participant brings someone else to participate with her
- 5.7 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
- Abstract
- 6.1 Participant is reluctant to say anything negative
- 6.2 Participant does something you don’t 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
- 6.8 Participant believes he has successfully completed a task
- 6.9 Observers are not engaged in the session
- Chapter 7. Make it Work: Handling Technical Obstacles
- Chapter 9. What’s Going On? Recovering from External Interruptions
- Abstract
- 9.1 Participant is running late
- 9.2 Observers are loud and distracting
- 9.3 Participant receives a call during the session
- 9.4 Participant cancels or is a no-show
- 9.5 Observer unexpectedly interacts with the participant
- 9.6 Session interrupted accidentally by an observer or someone else
- 9.7 Session interrupted by someone the participant knows
- Chapter 10. Get on Track: Overcoming Momentum Blockers
- Abstract
- 10.1 Participant starts going on a tangent
- 10.2 Participant consistently focuses on irrelevant details
- 10.3 Participant does something very unexpected
- 10.4 Participant is slow or thorough
- 10.5 Participant gives vague responses to questions
- 10.6 Participant is difficult to hear or understand
- 10.7 You don’t have time to complete everything
- 10.8 Participant struggles excessively with a task
- Chapter 11. Take the Wheel: Guiding Wayward Participants
- Abstract
- 11.1 Remote participant is obviously distracted
- 11.2 Participant is distressed by a personal line of questioning
- 11.3 Participant insists that she would never do something
- 11.4 Participant is frustrated by the prototype’s limited functionality
- 11.5 Participant seems annoyed at your neutrality
- 11.6 Participant does not seem to respect you or take you seriously
- 11.7 Participant becomes insulting or has an agenda
- 11.8 Participant becomes agitated by a product’s usability issues
- Chapter 13. Uncomfortable Interactions: Responding to Awkward Situations
- Abstract
- 13.1 Participant curses or makes inappropriate comments
- 13.2 You know the participant, or the participant knows you
- 13.3 Participant knows an unexpected amount about you
- 13.4 Participant flirts with you
- 13.5 Participant does something awkward or uncomfortable
- 13.6 Participant makes a strangely specific request
- 13.7 Participant makes request during a site visit
- Part 3: Improving Your Skills
- Appendices
The Moderator’s Survival Guide
Handling Common, Tricky, and Sticky Situations in User Research
Donna Tedesco
Senior User Experience Researcher
Fiona Tranquada
Senior Usability Consultant
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