7 Tips for Keeping Your Cool When Moderating UX Research

If you are a researcher, you can attest to the fact that every session has something a little different to offer. Some participants have nothing meaningful to contribute, equipment may malfunction, and you may hit bumps in the road. It’s safe to say that at times it is easy to lose your patience, upbeat pep, or “cool” when you are moderating a research session. Coffee, quick breaks, and snacks are obviously a huge part of keeping your sanity while conducting research, but here are our top 7 tips to help you keep a level head when moderating a session.

Sure, it sounds like common sense, but even seasoned researchers forget the basics. Before testing begins, regardless of industry, research method, or participant, 3 things should always be checked off:

-Know the script

-Prep the space

-Test the equipment

Ample prep is crucial to ensuring that your research session goes off without a hitch. Review the script prior to entering a session. The more comfortable you are with how you are going to navigate through a session talking to your participant, the more comfortable a participant is going to feel. This in turn will generate valuable feedback from a user that will improve your study. Setting up the space and checking the equipment prior to the day of testing will allow you to go into the sessions with a clear mind. It will also cut back on the technical errors that leave you flustered 2 minutes before a session is scheduled to start, or worse, during a session. Of course, there will always be the occasional kinks, but the prep will significantly reduce those errors. We recommend checking the equipment once more the morning of testing, just to be safe. Ensuring that you check these items off your “Research Prep Checklist” will be a great start to your research sessions.

This tip is short and sweet, but critical to remember. It is important to take a step back and think about what the goal of the research session is, and what type of questions you want answered. Knowing what your objectives are will make sure you hit those meaningful data points. Keep the end goal of the research in sight and moderate accordingly. If you know the goal, you can get the answers.

Before a research study begins we like to put our participant’s mind at ease and make them feel comfortable in the new environment. A big part of how we accomplish this is by “saying the phrase”. Before, or during, a study our moderator will say something along the lines of, “We aren’t here to evaluate you. We want to hear what you think of this particular product.” Here are our some of our go-to phrases:

Saying these phrases will not only help your participant feel comfortable and create a non-judgmental environment, but it will also allow them to speak freely, without holding back. Making the participant feel comfortable is crucial to keeping your sanity as well. If they don’t want to talk or give their honest opinion, you’re going to get frustrated and end up having to really dig for feedback. These phrases help the participant stay engaged a little bit longer. Come up with phrases that will put the participant at ease, that way you can get the most out of the research and keep your head on straight in the process.

The phrase to avoid: “We are not testing you, we are testing this device and what you think of it.” We’ve learned through experience that the mention of “not testing” a participant puts added pressure on them to try to get it right. Instead of verbalizing what they don’t care for about a product or it’s flow, they become more frustrated when something on the prototype doesn’t work correctly or feel as though they aren’t doing it right.

As a researcher, sometimes you test products you didn’t create, and you don’t work for the company that created it. In those cases, you have no ties to the research, other than the fact that you are responsible for getting honest feedback. On the other hand, sometimes the researcher was close to the creation of a product and works for the company testing it out. Regardless of the situation, you have to stay neutral to get that meaningful feedback. It is important to remember that what is happening in a particular session is not about you personally, but rather the product and the evaluation of that product. Getting personally attached to a study or product will skew findings and negatively affect results. Let the participant speak freely about their opinions of the product…even if it hurts. Remember to take yourself out of the equation and remain impartial throughout the entire study. Not only will you be better able to moderate the session without constant frustrations, but the results will be better in the long run.

As a moderator, it is critical to think on your feet and recognize when a participant doesn’t want to engage. Some participants have a harder time being honest and letting a complete stranger know what they are thinking. It could be because you have a shy participant, but it is also possible that they just aren’t right for the study. Regardless of the participant type, it is your job as a researcher to identify when and if something about the study is not working. If they aren’t a good fit, establish it early on. Verify that they meet the “bare minimum” requirements of participating in the study: Do you own a smartphone? Do you have children? Are you above the age of 40? If those types of questions are important to the study and they weaseled their way into being a participant, recognize that and do not waste your time. If they do qualify for the study but they are challenging to get answers from, this is where all the above tips come into play because it is time to course correct. You know your script, everything is prepped, the end goals are in the back of your mind, you’ve said the phrases, and you’re staying neutral; don’t forget it is your study, so shape it in a way that will generate answers. Course correct and make the most of it.

As a researcher, you do not know everything about everything. Instead, you know a little bit about a lot of things. Occasionally during sessions, a participant will ask a question that you either A) cannot blatantly tell them, or B) do not know the answer to. Responding to their question, with a question of your own will help you feel more in control and also give you time to figure out what to do next. For example, let’s say you are testing a medical device, and the participants ask you whether or not a certain icon allows for monitoring body temperature, pulse rate, respiration rate, and blood pressure. That icon is not a part of the process you’re researching and you are unsure of the answer. Instead of verbalizing that fact, respond with, “Is that what you expect that icon to be or something you would like it to do? If so, why?” That response not only gives you time to figure out what to do next without sounding unprepared, but it may also open the door to a new data point that could provide great insight.

If all else fails and you are about to lose your mind, go back to the basics: take a deep breath and count to 5. Give yourself a second to regroup and refocus before you continue to moderate. From the participant’s perspective, this momentary break will make you seem thoughtful. While we encourage a 5-second break if it is needed, remember that pauses in your mind aren’t nearly as long as pauses in real space. Keep that in mind if you are exercising this tip. That 5 seconds to you, could translate to an awkward 15 seconds to the participant if you get carried away. With that being said, if you feel yourself getting frustrated, take those 5 (and we do mean 5) seconds to refocus. If you are moderating in the same room as the participant and you feel yourself getting frustrated or flustered, tell them you need to check on a camera or something else. Don’t make a habit of leaving the room, but sometimes it is necessary.

So there you have it, 7 moderating tips to help you stay calm, cool, and collected while moderating any research session. We have plenty more tricks up our sleeves, but test those out first and see if they help you during your next study!

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