Usability Test Facilitation: 6 Mistakes to Avoid

Summary

This video outlines six common mistakes new facilitators make during usability testing and offers guidance on how to avoid them. Key points include not intervening too quickly when participants are thinking aloud, avoiding leading questions that may influence responses, maintaining neutrality to prevent bias, striking a balance between being warm and professional, not answering participants' questions to ensure fair testing, and staying focused on observing natural behavior. By avoiding these mistakes, facilitators can ensure more accurate, unbiased results and improve their facilitation skills over time.

Takeaways

• 😀 Wait a few seconds before intervening if a participant is thinking or reading something. This gives them time to articulate their thoughts naturally.
• 😀 Don't jump in too quickly when participants start struggling. Allow them to work through their confusion, but step in if they remain stuck or become distressed.
• 😀 Ask open-ended questions during follow-up to avoid leading participants and to get more genuine, unprompted responses.
• 😀 Stay neutral throughout the test. Avoid reacting, either verbally or non-verbally, to prevent influencing the participant’s behavior.
• 😀 Maintain a professional yet warm demeanor. Be friendly without being overly chatty or distracting, as humor and jokes can detract from the test focus.
• 😀 Never answer participants’ questions directly. Redirect them with another question to maintain the integrity of the test.
• 😀 Strive to minimize your involvement and let participants focus on their tasks. Your goal is to observe their natural behavior.
• 😀 Facilitators should review session recordings to self-evaluate and identify any mistakes or behaviors that may have influenced the test results.
• 😀 Avoid making assumptions or leading participants with your questions. Let them explain their thoughts and actions freely to gather accurate data.
• 😀 Balance the need for neutrality with warmth. While you shouldn't be overly friendly, maintaining a supportive atmosphere is important for a smooth test experience.

Q & A

What is the first common mistake facilitators make during usability testing?

The first mistake is intervening too quickly when participants are silent. Facilitators often prompt participants immediately instead of allowing them time to think and articulate their thoughts.

How can facilitators avoid intervening too soon in a usability test?

Facilitators should wait a few moments of silence before intervening. This allows participants to process their thoughts and speak naturally.

What should facilitators do if a participant becomes stuck or frustrated during a task?

If a participant is still stuck or becoming distressed, facilitators should intervene, but only after a reasonable amount of time. They can either ask a question or wrap up the task positively.

Why should facilitators avoid asking leading questions during a usability test?

Leading questions can bias the participant’s responses, influencing how they answer or interpret the test. Facilitators should ask open-ended questions to let participants provide their own insights.

What is an example of a leading question in usability testing?

An example of a leading question is asking, 'On the previous page, you hesitated before clicking the register button. Was it because you weren’t sure what it meant?' This question suggests a reason for the hesitation.

What is the importance of staying neutral during a usability test?

Staying neutral is crucial because any reaction, whether verbal or non-verbal, can influence the participant's behavior and disrupt the authenticity of the test.

What are non-verbal reactions, and how can they affect a usability test?

Non-verbal reactions include changes in body language, facial expressions, or tone of voice. These can subconsciously guide participants or make them feel uncomfortable, leading to biased test results.

Why is it important not to be overly friendly or joking during usability testing?

Being overly friendly or joking can distract participants from the task, leading to less focused and potentially less useful feedback. Facilitators must strike a balance between warmth and neutrality.

What should a facilitator do if a participant asks a question during the test?

Instead of answering the participant’s question, the facilitator should redirect the participant's focus back to the task by asking a question. This helps maintain the integrity of the test.

How can facilitators improve their skills in conducting usability tests?

Facilitators can review session recordings to identify any mistakes they may have made, such as those discussed in the video, and work on improving their facilitation techniques.