There was a question re: team members ‘interrupting’ during interviews / testing. I thought I would post our protocol here. I shared this with our team and I enforce it during the interviews. The nice thing is that our note-takers/observers now know, so if someone slips up and there is a 3rd person that person will often take care of the ‘hygiene’ while I can focus on interviewing. :
"These are some of the protocols we need to adopt when conducting user research and usability evaluation:
Please feel free to comment/ask questions.
They are not in any particular order.
Allow the participant to sit without anyone between them and the door. (this is for first time interviewees, if it’s someone who you’ve met a few times and is comfortable it’s not so important).
- If the participant asks a question, about anything to do with [OUR PRODUCT] or the platform there are only 3 answers permitted:
- Can you tell me why you ask that?
- What do think it would be/do?
- We can discuss that after this interview.
- If observers have questions please make a note and raise them at the end of the session. (This especially relates to questions about specific UI elements.)
- The facilitator needs to allow time for questions from observers at the end of each session.
- I know it is hard not to answer a participant’s question. We need to block our natural impulse to address their query.
- We do not give any feedback to participants during the session if they make a comment / ask a question (i.e., like affirmations, agreements, negations, clarifications).
(Thanks to senior designers who taught me these principles, include UXM’s own @mattymcg !)