Moderated Usability Tests:

A step-by-step guide

by AIENAI Academy on September 17, 2023

A moderated usability test is a supervised evaluation conducted between a researcher or moderator and a user participant. During this test, the moderator and participant are in the same "virtual" space, allowing direct communication and control of the session.

Moderated usability tests are a crucial part of user research that provides valuable insights into how users interact with your product.

In this article, we'll walk you through the key steps and best practices for conducting moderated usability tests.

1. Set the stage

To ensure a successful test, you need to create a comfortable environment for your participants and guide them through the process effectively.

Introduce Yourself: Start your session with a friendly introduction. You can find standard intro scripts online to help you get started. Introduce yourself and any colleagues on the call, ideally two - one as the researcher and the other as an observer or note-taker.

Ask for Feedback: Let your participants know that their honest feedback is invaluable. Assure them that you're not the designer, and their opinions won't hurt your feelings.

Reassure Them: Emphasise that there are no right or wrong answers during the test. You simply want to understand their perspective and experience.

Request Permission: Always ask for permission to record the session for later analysis.

Time Management: Inform participants about the expected duration of the session. This helps manage their expectations and ensures you stay on schedule.

Address Questions: Give participants a chance to ask any questions before diving into the tasks.

2. Guide the participants

Effective usability testing not only relies on well-designed tasks and scenarios but also hinges on the facilitator's ability to guide participants through the process.

Nudging Along the Way: As participants engage with the tasks, it's essential to provide them with gentle guidance and encouragement. Feel free to ask follow-up questions when relevant to dig deeper into their thought process. Additionally, inquire about the perceived difficulty of each task, using a simple scale rating to gauge their experience.

Task Completion Check: If there's ever uncertainty about whether participants have completed a task, don't hesitate to ask. Confirming task completion ensures that you capture accurate insights and prevents any ambiguity.

Encourage Vocal Feedback: Encourage participants to voice their thoughts and reactions out loud during the test. This is especially important for unmoderated tests, where you should remind them to share their insights at the end of each task. Active vocalization helps you understand their perspective in real-time.

Observer Participation: If you have a colleague or note-taker observing the session, invite them to participate by asking any questions or seeking clarifications as needed. Their input can provide valuable additional perspectives and help uncover hidden insights.

3. Close the session

In the final phase of a usability testing session, gather last-minute feedback, and ensure that participants leave with a sense of accomplishment to successfully close the session.

Say Thank You. When concluding the test, express your gratitude to the participants. If you promised incentives, let them know when and how they will receive them.

Recruitment for Future Research: Use this opportunity to invite participants to join your research panel for future studies. Building a pool of willing participants can save time and resources in the long run.

Follow-Up: If relevant, inquire whether you can return to participants for feedback once improvements are made.

Addressing Account-Related Queries: If participants have account-specific questions, coordinate with colleagues who can assist. Then, get back to the participant or forward their query to the relevant department.