Newbie Notes: Six Ways of Handling Difficult UX Research Sessions
One of my first discoveries as a UX researcher: sessions don’t always go as planned. Here are six tips that are helping me keep participants comfortable and connected.
As part of Facebook’s Research Associate Program, I’m learning how to conduct UX research from the ground up. Recently, I ran a study that didn’t go as expected. In some sessions, participants didn’t have much to share, while in others the conversation kept spinning out into tangents. The experience led me to gather some wisdom from other researchers — and to share what I’ve learned. Even if you’re not new to UX Research, I hope you’ll find some helpful nuggets of knowledge here.
1. Run pilot sessions with a coworker
For interviews, it’s hard to predict the types of participants you’ll meet. Some might be reticent, while others will have so much to say that it can be hard to keep the conversation focused. Still others might be distracted or confused about the conversation (or usability task) at hand. You might even unexpectedly discover that a participant doesn’t actually fit your study requirements.
To prepare for challenges like these, ask a colleague to role-play a participant who fits any of these descriptions and conduct some practice sessions with you. Exploring various scenarios in this way can help you anticipate challenges — and potentially identify ways to improve your discussion guide.
2. Screen strategically with an open-response question
Not all participants can provide enough information to help you capture rich data. Some may not be able or willing to share more than surface-level responses. Include a question in your screener that requires some reflection — for example, “Why did you join this Facebook Group?” The responses can often give you a rough sense of each participant’s likelihood to share with some level of depth during a session.
3. Build rapport early and often
When participants first meet you, they might see you only as a representative of your company. They might be nervous, especially in a remote setting. An easy way to warm up the space is to simply ask the participant where they’re calling in from — and be sure to share the same information about yourself. Even the smallest of small talk can help reframe the session as a conversation between two humans, rather than a procedure involving an interviewer and a subject.
As you segue into setting expectations and giving instructions for the session, emphasize elements that can help the participant feel more comfortable about sharing openly. For example, use statements such as, “If I ask you a question that you’re not comfortable answering, just say ‘skip,’” or “These are not my designs, so you can’t offend me.” Remarks like these can reassure the participant that everything they share is on their own terms.
Start the session itself with an easy question or simple prompt, like “Tell me about a community you’re a part of” (or whatever is relevant to your study). The participant’s answer can help you smoothly build up to the more complex parts of your study.
As the session progresses, make sure the participant knows they’re being heard. Echoing their responses throughout the session not only encourages them to open up but also helps you make sure you’re understanding what they’re trying to convey.
If a participant seems to be having a difficult time opening up, reference something they mentioned in the screener and ask them more about it. Keep in mind, though, that a moment of silence isn’t necessarily a bad thing — some participants just need time to collect their thoughts. Your patience can help build rapport and keep the conversation two-sided.
4. Guide the conversation with a light touch
Participants often start sharing about things that aren’t fully relevant to your area of study. A little patience pays off here, too. Instead of abruptly redirecting the conversation, look for opportunities to connect what they’re saying to what you’re most interested in. One way to do this is to listen for relevant keywords and use them as entry points to probe deeper into your areas of focus.
5. Be flexible and forgiving
Participants are naturally less forthcoming when they feel frustrated. Especially in usability testing, frustration can be a sign that the participant is blaming themselves or feeling like they don’t know the “right” answer. (Note, however, that this can also be a sign that your discussion guide isn’t clear enough.) Remind the participant that if the design prototype is confusing, it’s not their fault. Note that many other users out there would likely find it confusing, too. If uncertainty persists, an easy way to reset is to ask them what they would want the feature to do, as opposed to what they think the feature would do.
If the session remains tense, get them talking about something else. This doesn’t necessarily have to be related to the topic at hand, and can be a reference to something they mentioned earlier in the session. Guiding the conversation in a more casual direction can help the participant take a step back from their frustration.
6. Take a break when needed
If you feel like a session isn’t going anywhere, don’t hesitate to suggest a break by asking the participant if you can step aside to grab some water. You can then use the time to gather your thoughts and consider whether another approach might work better for this unique person at this unique time. Have they seemed distracted, for example? Check in to see if they need to leave the session to take care of something. Make sure they don’t feel pressured to stay by reminding them that they’ll still be compensated for attending the session. If you decide not to continue a session, thank the participant for their time. Dropping a session that isn’t working saves time for everyone involved.
The more I put these techniques to work, the more I find that helping participants share is only half of their benefit. They also help me feel more comfortable and connected — exactly the frame of mind I need to be in to see each participant’s challenges and perspectives in the context of their unique human experience.
Additional resources:
Author: Jessica Lin, UX Researcher at Facebook
Contributors: Ebo Dawson-Andoh, UX Researcher at Facebook; Hitomi Hayashi-Branson, UX Researcher at Facebook; Karen McPhail-Bell, UX Researcher at Facebook; Natasha Thalla, UX Researcher at Facebook; Olivia Frederick, UX Researcher at Facebook
Illustrator: Drew Bardana
