User Testing, Continued

Your choice of a facilitator (the person who will conduct the testing and record the results) depends to some degree on the resources you have available. You can hire an outside usability consultant to do your testing, which is the best method by far since it builds in maximum objectivity and experience. However, consultants are expensive. If you don't have the resources to hire one, you can still move ahead given certain conditions.

What are the qualities of a successful facilitator?
The most important quality of a successful facilitator is the ability to be objective and non-judgmental. Many developers simply cannot distance themselves enough from what they've created to be effective facilitators. It's a natural reaction, but it can negatively affect a user test. It's easy to get defensive or show hurt feelings, even to disagree with users during a test. Though it's possible for a developer to overcome this hurdle, it's not common. For that reason, web companies often turn to outside consultants or hire a full-time usability professional on staff.

Another area to consider is experience and knowledge. A usability consultant or on-staff usability professional will have the experience and knowledge to conduct the tests with ease. Other candidates will need to be trained if they are to avoid biasing users or leading them to certain conclusions. User testing isn't rocket science, but it does need to be done with careful methodology and a planned approach.

Personality and demeanor also have a lot to do with the facilitator's success. A facilitator who appears unfriendly, bullying, or anxious can affect the outcome of the test. An ideal candidate has a calm, open, and friendly personality and makes users feel that whatever they say is true and fascinating (regardless of what they really think). The best attitude is passive, friendly interest.

What else should you consider when choosing a facilitator?
It's also important to remember that every usability professional probably has his or her own particular style and preferred methods. If you're interviewing consultants or candidates for an on-staff usability position, ask about their preferred methods and approach. One approach is not necessarily better than another, but it's important that you understand what you might be getting yourself (and your users) into.

How Usability-Focused Companies Think
What do "usability-focused" companies do right? This article from User Interface Engineering offers some thoughts.

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