Watch Yourself on Tape

One of the benefits of recording your idea) medium for reviewing your own per{"^J^^ddl* technology by reviewing your on^^aviors that need improvement. Take notes on what you do well and on behavio ^ time you That way you will remember to work on those aspects moderate a test.

Learn the Basic Principles of Human Factors/Ergonomics

Learn the basic principles of human information processing, experimental psychology, cognitive psychology, statistics, interface design, and usabthtv engineering. Subscribe to and read the proceedings from the major soaehes (listed in Chapter 14). Attend seminars and study basic psychology courses.
Manv universities and community colleges offer certificate programs m u«b, - ity testing or human factors. Attend conferences hosted by professional societies. (See Chapter 14 for a list.)

How to Improve Your Session-Moderating Skills

Conducting a usability test is an extremely challenging and worthwhile endeavor on a variety of levels. On the most ordinary level, you are working very closely with people in an attempt to design a product for maximum utility and benefit. On a deeper lexel, it is a very profound experience that forces you to confront your own mind and its tendency to be biased, distracted, and flighty.

Jumping to Conclusions

Inexperienced test moderators tend to overreact to early results. This can cause other members of the test team to act on the data prematurely. It is up to the test moderator to maintain a cool, steady demeanor and remind everyone to avoid forming conclusions until all of the results are in. One of the reasons for testing

multiple participants is just for that purpose: to get a rounded, comprehensive view of the product through the eyes of different types of people with different types of backgrounds. While it is important for the test moderator to pick up patterns in the behavior of participants as early as possible, this does not
necessarily mean reacting to that behavior. Avoiding premature conclusions helps to keep members of the test team from making major product changes before all the data is in.

Not Relating Well to Each Participant

Participants come in all shapes, sizes, and demeanors. Regardless of whether a particular participant is shy, arrogant moody, intimidated, self-conscious,  or whatever, the test moderator needs to adjust his or her style in order to allow the participant to be comfortable and at ease The test moderator should not get involved with battling, belittling, or in any way making a participant feel like anything but a guest. As far as the test moderator is concerned, the participant is always right.

Too Rigid with the Test Plan

An experienced test moderator will know when to deviate from the test plan. It is important for the moderator to sense when the test design is not achieving its objectives and is not exposing the product's deficiencies to the fullest extent. At tho^e times, it is up to the moderator to make the appropriate changes so that a participant's time and efforts are not wasted. Sometimes a participant with a different background than what was expected will appear. Sometimes the tasks are the wrong ones for addressing the research questions. Whatever the case, it is up to the moderator to revise the plan accordingly.

Acting Too Knowledgeable

This problem occurs when the test moderator and participant are in the same room during the test. Participants will tend to defer to the test moderator and ask many questions if they feel that the test moderator knows all the answers. Being too knowledgeable can also intimidate a participant who may

be somewhat nervous and self-conscious about his or her abilities.

One simple way to counteract the problem of acting too knowledgeable is for the test moderator to "play dumb." That is, the test moderator downplays any knowledge of the product and takes on the role of a research technician who is simply collecting data. Participants then change their entire demeanor 

when it becomes clear that they were not going to receive any assistance Tom the test moderator. They begin to try harder and to behave as if they were alone in their own home or office.