Description
Book SynopsisDescribes the principles that should always guide your interactions with participants from a real-world perspective. This title provides you with examples of how to apply these principles across a variety of situations throughout the user research process, from technical difficulties to emotional outbursts to awkward interactions.
Trade Review"…guide to the moderating role played by researchers in product user research…Eighteen "survival stories" are included throughout the book, narrated by user researchers who have handled unexpected or awkward situations with study participants. Appendices consolidate recommendations of specific phrasing…" --ProtoView.com, April 2014 "This is a sample chapter from Donna Tedesco and Fiona Tranquada’s new book, The Moderator’s Survival Guide: Handling Common, Tricky, and Sticky Situations in User Research. 2014 Morgan Kaufmann." --UXmatters.com, April 7, 2014
Table of ContentsPart 1: Your Moderation Toolkit Chapter 1. Moderation Matters: Power, Responsibility, and Style Chapter 2. In the Trenches: Six Steps for Handling Situations Chapter 3. Mix and Match: Your Moderation Patterns Toolbox Part 2: Your Survival Guide Chapter 4. Recruiting Mishaps: Participants You Weren't Expecting Chapter 5. Participant Misconceptions: Not What the Participant was Expecting. Chapter 6. Some Guidance Required: Participants in Need of Shepherding. Chapter 7. Make it Work: Handling Technical Obstacles Chapter 8. Is This Right? Responding to Uncertain Participants. Chapter 9. What's Going On? Recovering from External Interruptions. Chapter 10. Get on Track: Overcoming Momentum Blockers. Chapter 11. Take the Wheel: Guiding Wayward Participants. Chapter 12. A Delicate Touch: Addressing Sensitive Situations Chapter 13. Uncomfortable Interactions: Responding to Awkward Situations Chapter 14. Safety First: Minimizing Emotional and Physical Distress Part 3: Improving Your Skills Chapter 15. An Ounce of Prevention: Avoiding and Mitigating Situations Chapter 16. Sharpening Steel: How to Improve Your Skills and Help Others Improve Theirs Appendix A. What to Say Appendix B. Preparing for a Successful Session Appendix C. Resources
