"The Moderator's Survival Guide" is your indispensable resource
for navigating the rocky shoals of your one-on-one user research
sessions. Inside, you ll find guidance for nearly 100 diverse
situations (ranging from business-as-usual to tricky and sticky)
that might occur during usability studies, contextual inquiries, or
user interviews.
As a moderator, you are responsible for the well-being of the
participant, your study, and your organization. You must be
prepared for anything that may happen, from your technology failing
to the participant quailing. Use this guide to identify your best
next steps, react appropriately, and survive any challenges that
comes your way.
Practical, field-tested, and actionable tips for what to do and
say-and what NOT to do or say-in each situation.Key patterns and
extensive examples to sharpen your approach to the commonplace and
prepare you for the unlikely.Illustrative "survival stories"
contributed by numerous professionals on the front lines of user
research."
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