| Acknowledgments |
|
xiii | |
| Survival Stories |
|
xv | |
|
|
|
xvii | |
|
|
|
xix | |
| Author Bios |
|
xxiii | |
| Introduction |
|
1 | (7) |
|
|
|
1 | (1) |
|
|
|
1 | (1) |
|
|
|
2 | (1) |
|
One-on-one user research methods |
|
|
3 | (1) |
|
Language used in this book |
|
|
3 | (1) |
|
How this book is organized |
|
|
4 | (2) |
|
Sidebars and survival stories |
|
|
6 | (1) |
|
Companion website and videos |
|
|
7 | (1) |
|
Part 1 Your Moderation Toolkit |
|
|
8 | (52) |
|
Chapter 1 Moderation Matters: Power, Responsibility, and Style |
|
|
10 | (14) |
|
1.1 "Are they laughing at me?" |
|
|
11 | (1) |
|
1.2 Power and responsibility |
|
|
11 | (2) |
|
1.3 The session ringmaster |
|
|
13 | (2) |
|
|
|
15 | (1) |
|
1.4 The science and art spectrum |
|
|
15 | (2) |
|
1.5 Your moderating style |
|
|
17 | (1) |
|
|
|
17 | (7) |
|
Sidebar Tips for new moderators |
|
|
21 | (1) |
|
Survival Story "The chair's arms were too fixed and narrow" |
|
|
22 | (2) |
|
Chapter 2 In the Trenches: Six Steps for Handling Situations |
|
|
24 | (18) |
|
2.1 Take a moment to evaluate the situation before jumping to action |
|
|
25 | (3) |
|
|
|
27 | (1) |
|
2.2 Resolve any threats to physical safety |
|
|
28 | (1) |
|
2.3 Verify that you're not causing or magnifying the situation |
|
|
28 | (4) |
|
Sidebar Learning to enjoy the silence |
|
|
30 | (2) |
|
2.4 Check the participant's comfort level |
|
|
32 | (4) |
|
Sidebar Protecting participant rights |
|
|
32 | (3) |
|
Sidebar Setting context for your behavior |
|
|
35 | (1) |
|
2.5 Use careful language and tone to probe on the situation and begin to resolve it |
|
|
36 | (2) |
|
|
|
37 | (1) |
|
2.6 Regain control to bring the session back on track |
|
|
38 | (4) |
|
Survival Story "I know what she needs" |
|
|
40 | (2) |
|
Chapter 3 Mix and Match: Your Moderation Patterns Toolbox |
|
|
42 | (18) |
|
|
|
43 | (1) |
|
3.2 Clarify the task/question |
|
|
44 | (1) |
|
3.3 Redirect the participant |
|
|
45 | (2) |
|
Sidebar The diversionary assist |
|
|
47 | (1) |
|
3.4 Reassure the participant |
|
|
47 | (2) |
|
Sidebar Should you tell a participant that her feedback is helpful? |
|
|
48 | (1) |
|
|
|
49 | (2) |
|
3.6 Disengage from the participant |
|
|
51 | (1) |
|
|
|
52 | (1) |
|
|
|
53 | (1) |
|
3.9 End the session early |
|
|
54 | (1) |
|
3.10 Choosing the best pattern for your situation |
|
|
55 | (5) |
|
Survival Story "The ground started to move" |
|
|
58 | (1) |
|
Survival Story "His frustration was clearly growing" |
|
|
59 | (1) |
|
Part 2 Your Survival Guide |
|
|
60 | (218) |
|
Chapter 4 Recruiting Mishaps: Participants You Weren't Expecting |
|
|
62 | (16) |
|
4.1 Participant does not seem to meet a key recruit criteria |
|
|
63 | (3) |
|
4.2 Participant either refuses to or can't do a key task |
|
|
66 | (2) |
|
4.3 Participant has an unexpected physical feature |
|
|
68 | (2) |
|
4.4 Participant is unfamiliar with the equipment |
|
|
70 | (2) |
|
4.5 Participant has difficulty reading |
|
|
72 | (2) |
|
4.6 Participant or others ask you to help |
|
|
74 | (4) |
|
Survival Story "An unexpected picture started to emerge" |
|
|
76 | (2) |
|
Chapter 5 Participant Misconceptions: Not What the Participant was |
|
|
|
|
|
78 | (1) |
|
5.1 Participant thinks that she is participating in a focus group |
|
|
79 | (2) |
|
5.2 Participant doesn't want to be recorded or has other concerns |
|
|
81 | (3) |
|
5.3 Participant has different expectations for the compensation |
|
|
84 | (2) |
|
5.4 Participant brings you to a conference room or other space |
|
|
86 | (2) |
|
5.5 Participant treats a contextual inquiry like an interview |
|
|
88 | (2) |
|
5.6 Participant brings someone else to participate with her |
|
|
90 | (3) |
|
5.7 Participant thinks the session is a job interview |
|
|
93 | (3) |
|
5.8 Participant brings a child or pet to the session |
|
|
96 | (6) |
|
Survival Story "She was desperate for work" |
|
|
98 | (2) |
|
Survival Story "He refuses to leave" |
|
|
100 | (2) |
|
Chapter 6 Some Guidance Required: Participants in Need of Shepherding |
|
|
102 | (22) |
|
6.1 Participant is reluctant to say anything that negative |
|
|
103 | (2) |
|
6.2 Participant does something you don't understand |
|
|
105 | (2) |
|
6.3 Participant is not thinking aloud |
|
|
107 | (2) |
|
6.4 Participant is not able to complete a necessary task |
|
|
109 | (3) |
|
6.5 Participant ignores or pretends to understand your question |
|
|
112 | (2) |
|
6.6 Participant not approaching workflow naturally |
|
|
114 | (2) |
|
6.7 Participant does not have any negative feedback |
|
|
116 | (2) |
|
6.8 Participant believes he has successfully completed a task |
|
|
118 | (2) |
|
6.9 Observers are not engaged in the session |
|
|
120 | (4) |
|
Survival Story "She was so appreciative" |
|
|
122 | (2) |
|
Chapter 7 Make it Work: Handling Technical Obstacles |
|
|
124 | (12) |
|
7.1 Technical issues arise with your setup and/or equipment |
|
|
125 | (2) |
|
7.2 Remote participant experiences difficulty joining |
|
|
127 | (2) |
|
7.3 Facility loses its internet connection |
|
|
129 | (2) |
|
7.4 Remote participant drops off the call |
|
|
131 | (2) |
|
7.5 Prototype or product changes unexpectedly |
|
|
133 | (3) |
|
Survival Story "The lights seemed dimmer than normal" |
|
|
135 | (1) |
|
Chapter 8 Is This Right? Responding to Uncertain Participants |
|
|
136 | (16) |
|
8.1 Participant looks for affirmation |
|
|
137 | (2) |
|
8.2 Participant asks for your opinion |
|
|
139 | (2) |
|
8.3 Participant looks or sounds uncomfortable and/or nervous |
|
|
141 | (3) |
|
8.4 Participant is self-blaming |
|
|
144 | (2) |
|
8.5 Participant asks, "Did other people have trouble with this?" |
|
|
146 | (2) |
|
8.6 Participant is unwilling or unsure |
|
|
148 | (4) |
|
Survival Story "She looked agitated" |
|
|
150 | (2) |
|
Chapter 9 What's Going On? Recovering from External Interruptions |
|
|
152 | (22) |
|
9.1 Participant is running late |
|
|
153 | (3) |
|
9.2 Observers are loud and distracting |
|
|
156 | (3) |
|
9.3 Participant receives a call during the session |
|
|
159 | (2) |
|
9.4 Participant cancels or is a no-show |
|
|
161 | (2) |
|
9.5 Observer unexpectedly interacts with the participant |
|
|
163 | (4) |
|
9.6 Session interrupted accidentally by an observer or someone else |
|
|
167 | (3) |
|
9.7 Session interrupted by someone the participant knows |
|
|
170 | (4) |
|
Survival Story "Too dumb' to yield meaningful results" |
|
|
172 | (2) |
|
Chapter 10 Get on Track: Overcoming Momentum Blockers |
|
|
174 | (20) |
|
10.1 Participant starts going on a tangent |
|
|
175 | (3) |
|
10.2 Participant consistently focuses on irrelevant details |
|
|
178 | (2) |
|
10.3 Participant does something very unexpected |
|
|
180 | (2) |
|
10.4 Participant is slow or thorough |
|
|
182 | (2) |
|
10.5 Participant gives vague responses to questions |
|
|
184 | (2) |
|
10.6 Participant is difficult to hear or understand |
|
|
186 | (2) |
|
10.7 You don't have time to complete everything |
|
|
188 | (2) |
|
10.8 Participant struggles excessively with a task |
|
|
190 | (4) |
|
Survival Story "The request caught me off-guard" |
|
|
192 | (2) |
|
Chapter 11 Take the Wheel: Guiding Wayward Participants |
|
|
194 | (20) |
|
11.1 Remote participant is obviously distracted |
|
|
195 | (2) |
|
11.2 Participant is distressed by a personal line of questioning |
|
|
197 | (2) |
|
11.3 Participant insists that she would never do something |
|
|
199 | (2) |
|
11.4 Participant is frustrated by the prototype's limited functionality |
|
|
201 | (2) |
|
11.5 Participant seems annoyed at your neutrality |
|
|
203 | (2) |
|
11.6 Participant does not seem to respect you or take you seriously |
|
|
205 | (2) |
|
11.7 Participant becomes insulting or has an agenda |
|
|
207 | (3) |
|
11.8 Participant becomes agitated by a product's usability issues |
|
|
210 | (4) |
|
Survival Story "I would have trusted my gut" |
|
|
212 | (2) |
|
Chapter 12 A Delicare Touch: Addressing Sensitive Situations |
|
|
214 | (22) |
|
12.1 Participant is extremely entertaining and friendly |
|
|
215 | (2) |
|
12.2 Something personal, inappropriate, or confidential is visible |
|
|
217 | (3) |
|
12.3 Participant is obviously distracted by external circumstances |
|
|
220 | (2) |
|
12.4 Participant tells you something personal |
|
|
222 | (3) |
|
12.5 Participant has a disconcerting or distracting physical attribute |
|
|
225 | (2) |
|
12.6 You have to point out something potentially embarrassing |
|
|
227 | (1) |
|
12.7 Participant seems upset |
|
|
228 | (3) |
|
12.8 Participant has an unexpected disability or service animal |
|
|
231 | (5) |
|
Survival Story "My best option was to smile" |
|
|
233 | (1) |
|
Survival Story "You sure are pretty" |
|
|
234 | (2) |
|
Chapter 13 Uncomfortable interactions: Responding to Awkward Situations |
|
|
236 | (20) |
|
13.1 Participant curses or makes inappropriate comments |
|
|
237 | (3) |
|
13.2 You know the participant, or the participant knows you |
|
|
240 | (2) |
|
13.3 Participant knows an unexpected amount about you |
|
|
242 | (2) |
|
13.4 Participant flirts with you |
|
|
244 | (3) |
|
13.5 Participant does something awkward or uncomfortable |
|
|
247 | (2) |
|
13.6 Participant makes a strangely specific request |
|
|
249 | (2) |
|
13.7 Participant makes request during a site visit |
|
|
251 | (5) |
|
Survival Story "She lipped me ... big!" |
|
|
253 | (3) |
|
Chapter 14 Safety First: Minimizing Emotional and Physical Distress |
|
|
256 | (22) |
|
14.1 Fire alarm goes off or the facility needs to be evacuated |
|
|
257 | (2) |
|
14.2 A natural disaster (e.g. earthquake, tornado) occurs |
|
|
259 | (2) |
|
14.3 Participant starts to look ill or otherwise unwell |
|
|
261 | (2) |
|
14.4 You begin to feel unwell while moderating a session |
|
|
263 | (2) |
|
14.5 You notice a bad smell or have an allergic reaction |
|
|
265 | (2) |
|
14.6 Participant seems to be drunk or stoned |
|
|
267 | (2) |
|
14.7 Participant touches you |
|
|
269 | (2) |
|
14.8 Participant's environment contains dangerous items |
|
|
271 | (2) |
|
14.9 Participant is doing something illegal or threatening |
|
|
273 | (5) |
|
Survival Story "We didn't know much about them" |
|
|
275 | (1) |
|
Survival Story "I knew what it was like" |
|
|
276 | (2) |
|
Part 3 Improving Your Skills |
|
|
278 | (29) |
|
Chapter 15 An Ounce of Prevention: Avoiding and Mitigating Situations |
|
|
280 | (16) |
|
|
|
281 | (3) |
|
|
|
284 | (3) |
|
15.3 The product, space, and technology |
|
|
287 | (4) |
|
Sidebar Troubleshooting skills are a lifesaver |
|
|
289 | (2) |
|
|
|
291 | (2) |
|
|
|
293 | (3) |
|
Sidebar Your moderating "instincts" |
|
|
294 | (2) |
|
Chapter 16 Sharpening Steel: How to Improve Your Skills and Help Others Improve Theirs |
|
|
296 | (11) |
|
16.1 Working on your own moderating skills |
|
|
297 | (4) |
|
16.2 Integrating tips and feedback |
|
|
301 | (1) |
|
16.3 Giving feedback to other moderators |
|
|
302 | (2) |
|
Sidebar What to look for in a moderating critique |
|
|
302 | (2) |
|
|
|
304 | (3) |
|
|
|
307 | (13) |
|
|
|
308 | (4) |
|
Appendix B Preparing for a Successful Session |
|
|
312 | (6) |
|
|
|
318 | (2) |
| References |
|
320 | (1) |
| Index |
|
321 | |
Lisainfo e-raamatute kohta