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 identify your best next steps, react appropriately, and survive any challenges that comes your way.
1. Introduction - p. Cover 2. Part 1: Your Moderation Toolkit - p. G7 3. Chapter 1. Moderation Matters: Power, Responsibility, and Style - p. G7 4. Chapter 2. In the Trenches: Six Steps for Handling Situations - p. G21 5. Chapter 3. Mix and Match: Your Moderation Patterns Toolbox - p. G38 6. Part 2: Your Survival Guide - p. G58 7. Chapter 4. Recruiting Mishaps: Participants You Weren’t Expecting - p. G58 8. Chapter 5. Participant Misconceptions: Not What the Participant was Expecting - p. G76 9. Chapter 6. Some Guidance Required: Participants in Need of Shepherding - p. G98 10. Chapter 7. Make it Work: Handling Technical Obstacles - p. G122 11. Chapter 8. Is This Right? Responding to Uncertain Participants - p. G135 12. Chapter 9. What’s Going On? Recovering from External Interruptions - p. G150 13. Chapter 10. Get on Track: Overcoming Momentum Blockers - p. G172 14. Chapter 11. Take the Wheel: Guiding Wayward Participants - p. G192 15. Chapter 12. A Delicate Touch: Addressing Sensitive Situations - p. G212 16. Chapter 13. Uncomfortable Interactions: Responding to Awkward Situations - p. G233 17. Chapter 14. Safety First: Minimizing Emotional and Physical Distress - p. G253 18. Part 3: Improving Your Skills - p. G275 19. Chapter 15. An Ounce of Prevention: Avoiding and Mitigating Situations - p. G275 20. Chapter 16. Sharpening Steel: How to Improve Your Skills and Help Others Improve Theirs - p. G294 21. Appendices - p. G305 22. Appendix A. What to Say - p. G305 23. Appendix B. Preparing for a Successful Session - p. G305 24. Appendix C. Resources - p. G316 25. References - p. G316 26. Index - p. G316
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 identify your best next steps, react appropriately, and survive any challenges that comes your way.
1. Introduction - p. Cover 2. Part 1: Your Moderation Toolkit - p. G7 3. Chapter 1. Moderation Matters: Power, Responsibility, and Style - p. G7 4. Chapter 2. In the Trenches: Six Steps for Handling Situations - p. G21 5. Chapter 3. Mix and Match: Your Moderation Patterns Toolbox - p. G38 6. Part 2: Your Survival Guide - p. G58 7. Chapter 4. Recruiting Mishaps: Participants You Weren’t Expecting - p. G58 8. Chapter 5. Participant Misconceptions: Not What the Participant was Expecting - p. G76 9. Chapter 6. Some Guidance Required: Participants in Need of Shepherding - p. G98 10. Chapter 7. Make it Work: Handling Technical Obstacles - p. G122 11. Chapter 8. Is This Right? Responding to Uncertain Participants - p. G135 12. Chapter 9. What’s Going On? Recovering from External Interruptions - p. G150 13. Chapter 10. Get on Track: Overcoming Momentum Blockers - p. G172 14. Chapter 11. Take the Wheel: Guiding Wayward Participants - p. G192 15. Chapter 12. A Delicate Touch: Addressing Sensitive Situations - p. G212 16. Chapter 13. Uncomfortable Interactions: Responding to Awkward Situations - p. G233 17. Chapter 14. Safety First: Minimizing Emotional and Physical Distress - p. G253 18. Part 3: Improving Your Skills - p. G275 19. Chapter 15. An Ounce of Prevention: Avoiding and Mitigating Situations - p. G275 20. Chapter 16. Sharpening Steel: How to Improve Your Skills and Help Others Improve Theirs - p. G294 21. Appendices - p. G305 22. Appendix A. What to Say - p. G305 23. Appendix B. Preparing for a Successful Session - p. G305 24. Appendix C. Resources - p. G316 25. References - p. G316 26. Index - p. G316
