Usability Test Facilitation Techniques

UNDERSTAND BUSINESS>PRODUCT>TEAM
A great usability test facilitator does more than just show up on the day of the test, they spend some time making sure they understand the product, objectives of the business and concerns from the project team. A great facilitator participates in the test planning process so they understand and help define the learning objectives for the test session.

CHOOSE THE BEST TEST METHOD
There are many test methods to choose from, but I really like, especially for low-fidelity or limited functionality prototypes is the interview guided task protocol. In this method, a task list is prepared in advance with usability objectives defined for each task. But the session starts with a conversation with the participant to understand how they currently use the product and in which situations. Then we have them do the pre-prepared tasks they identified that they perform during the interview, plus any other tasks the participant identified that we, the project team had not identified during the planning phase. BONUS - more user and task analysis input at a usability testing session.

I have observed and coached many great facilitators. Some of these tips may seem so basic, but you wouldn't believe how often I need to remind myself of these during the course of a test day, especially on the last day.......

FACILITATION TIPS
Greet and Set at Ease

Set the participant at ease, by making friendly conversation, smile :)

Remind the participant that they are not being tested, the product is, anytime they seem to be getting frustrated

Interview

Use eye contact and share information about yourself

Start your interview questions with the least personal to most personal, you need to earn their trust

Task Testing

Let the participant know that you won't answer their questions, but you would still like them to ask them out loud and be prepared to answer them at the end of the test session

Position yourself out of the line of site when transitioning to the task portion of the test session

Never lead the participant, be very careful of any words or body language you use

Save all of your questions until the end, but bring the participant back to areas you have questions about

Probe only at the end of the test session, not after each task

Avoid "training" the user, unless the project team feels compelled to, then only after the post testing questionnaire is complete