Moderating a UX (User Experience) interview requires careful planning, clear communication, and the ability to adapt to the participant's needs. It can be a daunting task for researchers who do not have experience conducting moderated sessions. This ultimate UX interview guide will give you the framework to become a master moderator without requiring years of practice.
Prepare and Plan Thoroughly
Before jumping into an interview with a live participant, take some time to understand the objectives of your study. Be clear about what you want to learn from the interview, and tailor your questions to those objectives. Develop a script with key questions to ensure you cover all the necessary topics during the session.
It is important at the beginning of any moderated session that you create a comfortable environment for the test subject. Many sessions today are conducted remotely, so it can be difficult early on for the participant to open up. Being relaxed and comfortable will encourage your participant to do the same!
Three Tips to Build Rapport and Foster Open Communication
Empathize with Participants: Engage them in casual conversation at the start to ease them into deeper conversation.
Use Active Listening: Show genuine interest in their answers, using body language and verbal cues to encourage them to share openly.
Avoid Leading Questions: Craft questions that don't guide the participant to a particular answer to ensure unbiased feedback.
Adapt and Facilitate the Conversation Effectively
Be ready to dig deeper into unexpected topics, even if they deviate slightly from your planned script. Sometimes the most insightful feedback comes through unanticipated discussion. Know when to guide the conversation back on track and when to let the participant explore their thoughts freely.
If you are using prototypes or other materials, make sure participants know what's expected of them while they interact with it. Provide clear instructions that don’t lead or bias the participants, but still give them enough information to explore the asset correctly.
Don’t Take Yourself Too Seriously
The most important thing to know about moderation is that there is no such thing as a perfect interview. Don’t put too much pressure on yourself to do everything correctly, especially at first. Watch back sessions to not only pull out participant insights but also to review how you can improve your moderation skills in future sessions.
Help is always available if you need it. Userlytics provides not only an amazing platform to facilitate live interview sessions but also training and expert moderators to conduct sessions for you. Connect with me at nbrown@userlytics.com if you would like to discuss an upcoming research project!
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