What Do Usability Test Moderators Say? ‘Mm hm’, ‘Uh-huh’, and Beyond
Publikation: Bidrag til bog/antologi/rapport › Konferencebidrag i proceedings › Forskning › fagfællebedømt
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What Do Usability Test Moderators Say? ‘Mm hm’, ‘Uh-huh’, and Beyond. / Hertzum, Morten; Kristoffersen, Kristina Bonde.
NordiCHI2018: Proceedings of the 10th Nordic Conference on Human-Computer Interaction. New York : Association for Computing Machinery, 2018. s. 364-375.Publikation: Bidrag til bog/antologi/rapport › Konferencebidrag i proceedings › Forskning › fagfællebedømt
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TY - GEN
T1 - What Do Usability Test Moderators Say? ‘Mm hm’, ‘Uh-huh’, and Beyond
AU - Hertzum, Morten
AU - Kristoffersen, Kristina Bonde
PY - 2018
Y1 - 2018
N2 - Moderators in usability tests wrestle with the conflicting goals of obtaining relevant information from the users while at the same time avoiding to influence the users in ways that change how they use and feel about the tested system. In this study we investigate what moderators say by categorizing the moderator verbalizations from 12 test sessions. During the test tasks affirmations (38%) were the most common moderator verbalizations, followed by task instructions (32%) and prompts for reflection (16%). In addition, more of the moderator verbalizations during the tasks were closed (31%) than open (14%) and many more were positive (16%) than negative (1%). The moderators verbalized at a lower rate during the tasks than in the part of the sessions before the first task and after the last task. Still, they talked quite a lot. We discuss the content of their verbalizations and the implications of our findings.
AB - Moderators in usability tests wrestle with the conflicting goals of obtaining relevant information from the users while at the same time avoiding to influence the users in ways that change how they use and feel about the tested system. In this study we investigate what moderators say by categorizing the moderator verbalizations from 12 test sessions. During the test tasks affirmations (38%) were the most common moderator verbalizations, followed by task instructions (32%) and prompts for reflection (16%). In addition, more of the moderator verbalizations during the tasks were closed (31%) than open (14%) and many more were positive (16%) than negative (1%). The moderators verbalized at a lower rate during the tasks than in the part of the sessions before the first task and after the last task. Still, they talked quite a lot. We discuss the content of their verbalizations and the implications of our findings.
KW - Faculty of Humanities
KW - Usability evaluation method
KW - Usability testing
KW - Test moderation
KW - Test instructions
KW - Verbal reports
KW - Thinking aloud
U2 - 10.1145/3240167.3240181
DO - 10.1145/3240167.3240181
M3 - Article in proceedings
SP - 364
EP - 375
BT - NordiCHI2018: Proceedings of the 10th Nordic Conference on Human-Computer Interaction
PB - Association for Computing Machinery
CY - New York
ER -
ID: 203624002