Explain Why the Participant Is Here

You may think that they already know this information, but you would be amazed at what external recruiters tell participants about what they will be doing in the sessions. Provide enough detail and context about the product for them to perform the tasks. Do not feel you need to provide product history, number of participants being tested, and so forth. Express appreciation tor their willingness to participate and how much their input helps Pr0^ a better product, regardless of how they perform. In no way, shape, or should the performance of the participants be tied to their compensation for participating, even as a joke. Vou can be sure that the thought has crossed their mind. No need to reinforce it.

Offer Refreshments

Being offered refreshments will help the participants to relax and feel at home They are more apt to indulge if you already have a cup of coffee, soda, or water in your hand. "Breaking bread" together is a wonderful icebreaker. Do not downplay the fact that your participants may be nervous. It is very common and you need to address it.

Make Introductions

Introduce yourself, of course, and anyone else whom the participant is likely to encounter during the usability test. You need not go into great detail about people's backgrounds; just a passing reference to the function of each person is fine. For example, you might say, "That person over there will be managing the recordings," or "That person over there will be keeping track of time to ensure that I let you go on time." New volunteer the fact that any person associated with the test or observing in the same room has worked on the product that the participants will be testing. Of course, if a participant asks (hardly anyone ever does), then by all means tell the participant the truth, but do not volunteer that information. The reason for this is simple; you want the

participants to feel absolutely unencumbered about providing any negative feedback. Associating real people with the product only makes it that much more difficult for participants to be honest.

As test moderator, include yourself in this "non-association" guideline if you are affiliated with the product. (Ideally, you will not be affiliated with the product.) Explain your role as the person who will be moderating the test, observing, and taking notes. If you are not affiliated with the product, then play up the fact that you are a neutral observer. If you will be moderating the usability test in the test room, then explain exactly what you will be doing during the test.

Write the Orientation Script Out

Now that you know the important reasons for creating a script, you need to actually create one. The following sections list the typical contents of an orientation/introduction script. However, do not feel that you need to include every category in your own script. If you do, you might end up writing an essay.

Plan to Read the Script to Each Participant Verbatim - II

. People are easily influenced by past events. Imagine that you have just tested the first four participants and are about to test the fifth one. Three of the first four have performed miserably. Not only did they have great

difficulty with the product, but they hated using it. You may be feeling down and discouraged, and are unknowingly about to project your feeling of frustration to the fifth participant by the manner in which you

introduce the session. However, reading the script forces you to use the same language, which in turn makes it easier to control the nonverbal aspects of vour communication, such as your mannerisms, expressions,

and voice modulation. In short, it is harder to express your own frustration when you read the script.

More than one test moderator may be conducting the test over a period of time. If that is so, there is a need to minimize the differences in the test moderators as much as possible. At the very least, reading

the script controls the initial information that is communicated to the participants.

Those members of the development team not present at the sessions will want to know precisely what was said to the participants. Showing the script to interested parties who were unable to attend the usability test

accomplishes this objective. It also communicates professionalism and rigorousness on your part.

You may forget an important point. There are so many details involved with moderating a test, why make it hard on yourself? Use the script and cross "what to say" off your list of things to remember and worry
about.

Plan to Read the Script to Each Participant Verbatim - I

Do not attempt to memorize the script, paraphrase it, or simply "wing it" from session to session. Here is why this is so important: 

- You want to present the exact same information to each participant so that all the participants are exposed to identical conditions prior to the test. By paraphrasing the script, you may change what you say in very

subtle ways.

NOTE If you feel self-conscious reading the script or feel that it sets an overly formal tone, simply tell the participant why you are reading it For example. I'm going to read this script to you now so that I provide the exact Instructions to you that I provide to everybody else, and so that I do not

forget anything of importance."

Keep the Speech Short - II