Moderating A Usability Test

The presence of a moderator during a usability test influences the dynamic of a test. Nobody likes having someone look over their shoulder and judge them. This is why the moderator role is so crucial in ensuring that you get high-quality insights from your tests.

Once a person is relaxed, the biggest risk is that they hold back on feedback for fear of upsetting the moderator. To overcome this, I give you permission to lie. Even if you designed the product you have to say that you are an impartial tester and had nothing to do with the design. In the debrief, after the test, you can even lead the person to try to get insights on particular areas "I was watching you use the system - that menu was really confusing wasn't it". Just don't lead the person during the test!

The biggest anti-pattern during moderation is leading participants. It can be painful to watch someone struggling to do something that is so obvious to you, but the struggles are what you're looking for. Resist the urge to rescue or nudge participants - while you may not like it your customers will thank you.

In my article this week I go into a lot more detail around moderating usability tests including running questionnaires, orientation scripts and post test debriefs.

This Week’s Updates

Enabling the Team

4 Styles Of Coaching—And When To Use Them by Ruchira Chaudhary
Different coaching styles (directive, supportive, participative, and delegative) serve distinct needs. Adapt your approach based on individual development stages and the team needs.

Use "But" Strategically by Wes Kao
“But” is a negating word. Here’s how to use this intentionally, so you sound direct and positive.

Product Direction

How Phantm Turned Strategy Into Action With The Decision Stack by Jonny Schneider
The Decision Stack framework converts strategic goals into actionable initiatives, focusing on leveraging data and structured decision-making processes for alignment and success.

Escape OKR Theatre by Ant Murphy
There is an overuse of OKRs in organizations, Ant urges a shift toward meaningful results that align with true company goals rather than performing for the sake of measurement.

Continuous Research

The Economics Of UX Research ROI And Stakeholders by UX Bulletin
Strategies for demonstrating the value of research in driving business outcomes and improving user experiences; through cost savings, improved usability, and business impact.

6 Dimensions For Assessing Usability Data In Analysis by Maria Rosala & Feifei Liu
Analyze usability findings for authenticity, consistency, repetition, spontaneity, appropriateness, and confounding factors to separate surface impressions from real insights.

Continuous Design

How To Moderate A Usability Test: A Comprehensive Guide by Rory Madden
The guidelines provides a strong foundation, each session will present unique challenges and opportunities. Stay flexible, maintain a neutral stance, and focus on gathering authentic user insights that can drive meaningful product improvements.

The Return Of The UX Generalist by Sarah Gibbons & Evan Sunwall
UX generalists are making a comeback as organizations recognize the value of cross-functional skills. Balancing broad knowledge with specialized expertise enhances team collaboration.

Continuous Development

The Shopify Checkout Architecture by Franco Fernando
A deep dive into Shopify’s checkout stack; covering scaling, routing, deployment, and the modular architecture behind handling billions in transactions.

What Makes Designers And Developers Happy At Work? by Figma
There are 5 key factors that contribute to job satisfaction for designers and developers, including collaboration, trust, and alignment on goals, emphasizing the importance of cross-functional teams. [Sponsored Content]

Less Than 4 Weeks Left To Book Spot At UXDX 2025!
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We’re bringing the best in the business to the stage, and you won’t want to miss out on the incredible insights and networking opportunities. From shaping product strategies to diving deep into AI and UX design.

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FREE COMMUNITY EVENTS 

Check out more upcoming community events 

Video of the Week
Bridging the Gap:
Navigating Client-Agency Dynamics for Enhanced UX Outcomes

In this panel discussion of UXDX EMEA 2024, we delve into the complex dynamics between product teams and external agencies. Radu Jitea, Ruchika Hassan, Mark Kelly, and Mary Doherty share strategies for determining when to engage with an agency, overcoming challenges in aligning company cultures, and fostering collaboration for mutual success.

Gain valuable insights into managing client-agency relationships, ensuring clear communication, and achieving impactful UX results from both sides. This session is a must-watch for client-side product stakeholders looking to enhance their work with agencies and third-party vendors. Watch now to get actionable strategies! 👇

EMEA25 Media Partner Highlight: German UPA

The Results of Last Week’s Poll

The question: How do you document your expectations before running product experiments?

This week’s poll results highlight that the majority of teams (73%) document their key assumptions and expectations before running product experiments. This structured approach ensures that teams have clear, measurable goals in mind as they begin testing, allowing them to evaluate the impact of their experiments more effectively.

Interestingly, 16% of respondents take a more reactive approach, evaluating results as they come in, while 5% don't run experiments at all and only 6% selected "Other". Documenting expectations before experiments is crucial for aligning the team and ensuring that the insights gained from experiments are actionable and impactful.

If you're looking to refine your approach to product experimentation and better document expectations and assumptions, our Continuous Design course offers valuable strategies to guide your process!

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