Describe how the usability test will proceed without providing every last detail. Broach the subject of nondisclosure, if you have not already done so, and how that wiJl be handled. Encourage them to perform as they normally would (e.g., same speed and attention to detail, given the fact that it is an artificial situation). Encourage the participants to ask questions and to take breaks if they need to.
Avoid any reference whatsoever to your expectations of their behavior or performance. Remain absolutely neutral in terms of their expected performance.
For example, do not say any of the following in order to make participants less nervous:
■ "Most people find this extremely easy."
■ "We brought you in for an extremely simple test."
■ "I'm sure you'll have no difficulty with this product, so don't be nervous."
While well intentioned, these are exactly the wrong things to say. By making those references, you have essentially put the participants on the defensive if things do get difficult. At the slightest hint of adversity, they may begin to hurry and try harder in order to fulfill your expectations. After all, if it is simple and they are having a hard time, then by definition thev must No one likes to think of himself or herself that way.
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