Moderating a usability test may seem a simple task. When viewed from the outside, it appears that the moderator is simply talking to the user and taking notes, and that folks is something that anybody can do.
However, conducting a usability test requires special skills that must be combined and put into play concurrently during each session.
The five logging levels
We could say that there are five levels or channels on which the test moderator acts:
- Conversational level: it is an active mode and consists of what the moderator tells to the user. Usually it is based on a predefined script with the scenarios and tasks for the users. Special attention should be paid to how the moderator says what it says, because his words could influence user behavior.
- Listening level: is an active-passive mode and is listening to what the user says and how he says it. In particular it is important to be aware of how the user named concepts or interface elements.
- Observational level: is a passive mode that consist of observing user behavior, what the user does on the interface and also his/her nonverbal communication: gestures, posture, facial expressions, movements, etc.
- Environmental level: the moderator is the highest authority in the room in which the tests are performed, and is also responsible for creating an environment where the user feel comfortable and can concentrate on the tasks requested. This includes from offering something to drink for the user, to assure that the other people present in the room (assistant, observer, etc.) do not disturb the user.
- Timing: This is the most difficult skill to obtain. It is knowing when to leave aside the script to investigate a particular aspect of what the user has done or said. What to inquire, in what way and to what extent are decisions to be taken by the moderator while the test runs.
The more control is gained in each of these levels, the tests will have more depth and accurate results about what happens to users while using a product.
Finally, the only way to master all levels is training, which means making hundreds of usability tests and after each one wonder what could have been done better.
