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 User Performance Evaluation Guidelines for Facilitator and Note Taker Roles

 Things to keep in mind for the Facilitator role during the User Performance Evaluation:

• Be careful not to lead the participant.

• Do not act too knowledgeable (may intimidate a participant).

• Be flexible with the test plan (if necessary).

• Do not jump to conclusions or place words in a participant’s mouth.

• Be aware of the effects of your voice and body language.

• Don’t “rescue” participants when they struggle.

• If you make a mistake, continue on.

• Make sure the participant is completely finished with a task before moving on.

• Use the “think-aloud technique” to capture misconceptions and confusions as the participant is completing the task.

• Demonstrate the technique to alleviate self-consciousness.

• Acknowledge you are listening by periodically repeating comments verbatim back to the participant.

• Probe and interact with the participant when appropriate.

  • Don’t show surprise.

  • Do not always ask direct questions.

  • Respond to verbal and nonverbal cues.

  • Don’t problem solve for the participant.

   

• Only assist the participant when:

  • They feel uncomfortable.

  • They feel exceptionally frustrated, lost, or confused.

  • The product is missing information that is needed to complete the task.

   

• If you assist the participant, keep the following in mind:

  • NEVER blame the participant for a problem

  • Clarify their concerns

  • Gradually provide revealing hints to see if they can overcome the obstacle themselves

  • Be aware of future task scenarios to avoid revealing information that may effect future performance

Debrief the participant after procedure task is completed

• Review errors, difficulties, or omissions that occurred during the test

• Never make them feel defensive about their actions or opinions

• Do not ‘react’ – stay neutral at all times

• Begin with high level issues – then move to specific issues

• Review notes (taken by the Note Taker) to cover all items that were flagged to explore further

• Focus on understanding the problems/difficulties not solving them

• Finish all questions before allowing them to question you.

Note Taker captures any subjective comments made by the User including:

• Comments and opinions expressed by the participant.

• Preferences.

• Suggestions for improving the procedure.

• Detailed notes on negative references to the procedure.

• Rationales behind task performance

• “Flag” comments which will require further probing in the debriefing session.