Moderating Usability Testing

Since I’m in the middle of several usability testing projects right now, I thought this would be a great time to discuss some things to remember when moderating usability testing activities:

1. Pre-test or dry run the protocol. Whether I wrote the protocol or someone else wrote it and I’m just moderating, I always find that running through the tests in advance helps me get comfortable with the test workflow and sometimes even work out bugs in the original approach. Once or twice I’ve found that the way I’ve set up the protocol might seem logical based on the features I’m testing but doesn’t actually reflect the clinical workflow the features are meant to be used in. Catching this in advance gives you the chance to revise your approach, and the resulting test scenarios will be more true to life.
2. Don’t lead or bias the users. In the same way, don’t help the test subjects complete the test scenario tasks. It’s easy to ask questions or set up tasks in a way that helps the user find the “correct” answer or behave in a way that you’re hoping for. After all, we want the product (or the users) to “succeed” or pass the test. This might be convenient, but it doesn’t accomplish the purpose of the testing which is to make sure that the product can be used safely and effectively. Letting the usability test participants say or do what they think comes naturally may give you a perspective on using the product that you hadn’t considered.
3. Keep sessions friendly and interactive. Your test participants will be more comfortable and likely to share their joys and frustrations with using the product. Letting the users know up front that you’re looking for their feedback in order to evaluate the product and ultimately make it better (not actually testing them) will help set the tone for the testing and take the pressure off the user.
4. Keep track of timing. This seems like a no-brainer, but sometimes testing takes longer than you planned and it’s easy to get off track with sidebar conversations. Try to stick to the testing schedule as closely as possible because the time of your test participants is valuable. Also, they’ll be more likely to participate again in the future if you minimize the inconvenience to their schedule.
5. Investigate unexpected behavior. When test participants answer a question or interact with the product in a way you don’t expect, try to find out the reason. You could uncover a potential safety issue or an error in the workflow model the product was designed to be used in. This is valuable information and can save time and development costs, not to mention reduce the risk to the user.

So those are some things I try to remember when moderating usability testing. Do any other moderators out there have tips to share?

-KB