Challenges with Test Participants in Usability Evaluations - Final Reminder
User interviews and testing are crucial components of user research, providing valuable insights into how people interact with a product. However, these sessions can sometimes be challenging, with participants becoming difficult or uncooperative. Here's a guide on how to navigate user interviews effectively, ensuring a smooth process for both the interviewer and the interviewee.
The Interview Process
First and foremost, interviews should aim for a natural flow. Leading questions, which subtly guide the participant towards a specific answer, should be avoided. Instead, open-ended questions that allow the participant to share their thoughts and experiences are more effective.
Dealing with Difficult Participants
Encounters with difficult participants are less likely as your experience increases. However, even in the best scenarios, improper use of misdirection may result in a reluctant participant (Mr. or Mrs. Reluctant to Help) or an angry one (Mr. or Mrs. Angry). It's advisable to read up on the proper use of misdirection before employing it to avoid such issues.
Feedback and Improvement
Feedback on interviews can be sought from more experienced interviewers, either through videos of the interview or by observing the interviewer. This feedback can help improve interviewing skills, making future sessions even more effective.
Respect and Assertiveness
Respecting participants during the interview process is essential. This includes asserting oneself when necessary, but always in a way that maintains a professional and courteous demeanor, without being rude.
Recruitment and Preparation
Effective recruitment for interviews involves recruiting more candidates than needed due to potential no-shows. It's also important to provide interviewees with all necessary information for effective participation. They should be made aware that they are not being tested but rather the product is.
Ethical Considerations
Misdirection during the test process should be used sparingly and ethically, and should never be used for unethical reasons. It's important to remember that users generally want to help during research, and handling difficult participants becomes second nature over time.
Unfortunately, the search results do not provide a clear answer regarding a specific person or organization that recommended steps on how to behave effectively in user interviews to avoid problems with users. However, by following these guidelines, you can significantly improve your interviewing skills and create a more positive and productive user research experience for everyone involved.
