Working with Observers

Good user research doesn’t happen in a vacuum. The ability of team members to actually observe users live can be invaluable.

That said, there are better and worse ways to interact and work with your observers. This presentation goes over some tips and tricks from multiple, experienced facilitators to ensure a positive, productive interaction with your observers.

What You’ll Learn

• The importance of having observers
• How to adjust for different situations and cultures
• Tips & tricks you can share with your observers
• Different methods for note taking
• The importance of debriefs
• How to handle special issues

Topics Covered

• Benefits of having observers
• Different observation situations – in person, in observation room, remote
• Different observer cultures – degree of resistance, previous experience, standing on the usability maturity scale
• Motivating observers to attend tests
• Getting them to pay attention
• Helping them interpret what they’re seeing
• Giving them some structure, especially with note taking
• Getting them to focus on the big picture
• Preparing them to handle the unexpected
• Helping them be less defensive
• Warning them against “solution-jumping”
• Getting them to participate productively in debriefs
• Handling special issues – disruptive observers, power dynamics, internal users