The Moderator's Survival Guide
Handling Common, Tricky, and Sticky Situations in User ResearchBy
- Donna Tedesco, Senior Usability Specialist, Fidelity Investments, USA
- Fiona Tranquada
Managing a user research session often requires the same skills as a circus ringmaster - creativity, flexibility, and a sense of humor. Whether youre new to moderating or have years under your belt, this book provides a toolbox for dealing with the common (and uncommon) situations encountered before, during, and after running a user research session.
Moderating One-on-one Research describes the principles that should always guide your interactions with participants, from a real-world perspective. The authors provide you with examples of how to apply these principles across a variety of situations throughout the user research process, from technical difficulties to emotional outbursts to awkward interactions. Youll find advice on both what to say and what to do so you can move forward with a successful session. Regardless of the type of user research, after reading this book, youll have the confidence to gracefully handle anything that gets thrown your way!
Paperback, 256 Pages
Published: October 2013
Imprint: Morgan Kaufmann
Ch 1: Introduction / Preface
Ch 2: Best Practices - Our philosophy of moderatingCh 3: Prepping for and Starting the Session
Ch 4: Handling Session DisruptionsCh 5: Keeping the Session on Track
Ch 6: Comforting Upset, Sad, and Unempowered ParticipantsCh 7: Dealing with Defensive and Troublesome Participants
Ch 8: Confronting Awkward and Inappropriate Emotions
Ch 9: Sharpening Your Skills