User Testing Facilitation TechniquesYouTube↗  IA↗(long shot)
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Spanish Antonela De
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A common mistake people make when facilitating usability tests is to treat them more like interviews;
Un error común que las personas cometen al facilitar las pruebas de usabilidad es tratarlas más como entrevistas;
like conversations instead of observations; and doing things like interrupting,
como conversaciones en lugar de observaciones y hacen cosas como interrumpir,
asking priming questions, or offering assistance.
o hacer preguntas de antemano o ofrecer ayuda.
On the flip side, some facilitators are afraid to talk to the test participant at all ---
Por un lado, algunos facilitadores tienen miedo de hablar con los participantes del test ---
never probe, and don't know how to react when the user asks her a question.
nunca exploró y no sabe como reaccionar cuándo el usuario le hace una pregunta.
It is better to be quiet when in doubt, but let's look at three techniques I've used for years
Es mejor estar tranquilo cuando se está en duda, pero miremos estas tres técnicas que yo he utilizado por años
and that you can master in usability tests to inquire without leading, and respond without stifling.
y que tu puedes perfeccionar en pruebas de usabilidad para preguntar sin liderar y responder sin ahogarse.
The first is: echo; which you use to help the user clarify what he meant when he said
La primera es: Echo; que la utilizas para ayudar al usuario a clarificar lo que él quiso decir cuando dijo
something incoherent or unclear.
algo incoherente o poco claro.
To practice echo, you repeat the exact word or words the user said.
Para practicar Echo, tu repites las palabras o la palabra exacta que el usuario dijo.
For example, imagine the user said...
Por ejemplo, imaginá que el usuario dijo
[User] "This is not how I do things now."
[Usuario] "Así no es como yo lo hago ahora."
[Kara] The facilitator could say, [Facilitator] "Not how you do things now?"
El facilitador puede decir [Facilitador] "No cómo lo haces ahora?"
[Kara] If the user mumbled, [User] "Hm... weird."
Si el usuario murmura [Usuario] "Hm... raro."
[Kara] The facilitator might clearly repeat, [Facilitator] "Weird?"
El facilitador podría repetir claramente [Facilitador] "Raro?"
[Kara] Repeating the same words the user said, but with an interrogatory tone,
Repitiendo las mismas palabras que el usuario dijo, pero con un tono de interrogación,
eliminates judgment and suggestion, but plainly asks the user to say more.
elimina el juicio y la sugerencia, pero claramente le pide al usuario que diga más.
The next technique is: boomerang; named after the tool that indigenous Australians used for hunting.
La próxima técnica es: Boomerang; llamada así por la herramienta que los indígenas australianos usaban para cazar.
It's designed to return to the person who originally hurled it.
Esta diseñada para volver a la persona que originariamente la lanzó.
I use it in my research studies to deflect a user's question.
Lo utilicé en mis investigaciones para desviar una pregunta del usuario.
So if a user asks, for example: [User] "Is it even possible to do this?"
Entonces, si un usuario pregunta, por ejemplo: [Usuario] "Es posible hacer esto?"
[Kara] I might ask him: [Facilitator] "What do you think?"
Yo preguntaría: [Facilitador] "Qué pensás?"
[Kara] Or if the user asks: [User] "Should I log in to comment?"
O si el usuario pregunta: [Usuario] "Debo iniciar sesión para comentar?"
[Kara] A facilitator could say: [Facilitator] "What would you do if you were at home?"
El facilitador podría decir: [Facilitador] "Que harias si estás en casa?"
[Kara] Watch your tone, because there is a big difference between:
Observa tu tono, porque hay una gran diferencia entre:
"What do YOU think!?" and "What do you THINK?!"
"QUÉ piensas?"
and the more gentle, "What do you think?"
y un mas gentil "Qué te parece?"
Find boomerang phrases you're comfortable with, and until they become second nature to you,
Encuentra frases Boomerang con las que te sientas cómodo, y hasta que ellas sean naturales para vos,
I suggest you write them down and keep them by your side as a reminder when
te sugiero que las escribas y las tengas a tu lado como un recordatorio cuando estés
moderating any test; that way you won't panic and risk invalidating your results when the
moderando algun test; de ese modo, no vas a desesperar o entrar en riesgo de invalidar tus respuestas, cuando el
user turns to you and asks you a question.
usuario se dé vuelta y te haga una pregunta.
The third and final technique is more advanced than the other two: Columbo; named after the
La tercera técnica, y la última, es mas avanzada que las dos anteriores: Columbo; llamada asi después del
character in the popular 1970s TV series, starring Peter Falk.
personaje en la popular serie de los 1970s que protagonizó Peter Falk (USA)
Lieutenant Columbo looked disheveled and seemed scattered, but always caught the culprit.
El teniente Columbo parecía desaliñado y dispersado, pero siempre atrapaba al culpable.
Many methods contributed to his success, like being disarming and unassuming, then gently
Muchos métodos contribuyeron a su éxito, como estar desarmado y modesto,
questioning the perpetrator, all the while, not tipping his hand.
haciendo preguntas al perpetuador, todo el tiempo, sin inclinar su mano.
We're not chasing killers in usability testing, and I don't use all the techniques that Columbo did.
No estamos atrapando asesinos en las pruebas de usabilidad y no uso todas las técnicas que Columbo usó.
But I do sometimes adopt elements of his persona and ask partial questions, especially when I can't,
Pero a veces incorporo elementos de esta Persona y hago preguntas parciales, especialmente cuando no puedo
on the fly, think of a non-leading way to ask the question.
sobre la marcha, pensar en una manera no invasiva para hacer la pregunta.
For example, I might point to an area of the screen and say, "You swiped here..."
Por ejemplo, podría señalar un área de la pantalla y decir: "Has pasado por aquí..."
I only say the part that I think is safe to say.
Sólo digo la parte que me parece segura para decir.
I'm not overly articulate when I do this.
No soy demasiado elocuente cuando hago esto.
Nor am I acting completely confident or like an expert.
Ni actuo completamente segura o como un experto.
And I wait.
Y espero.
I wait, hoping the user will rescue me.
Espero, deseando que el usuario pueda rescatarme.
Which they often do.
Que frecuentemente lo hacen.
But Columbo is advanced, because if you over-act, you come off as disingenuous.
Pero Columbo es de modo avanzado, porque si actúas demasiado, te vuelves poco sincero.
And when you ask a partial question, some users politely wait for you to finish.
Y cuando haces una pregunta parcial, algunos usuarios van a respetuosamente esperar que termines.
Still, the technique is worth trying because it can be so difficult to construct a non-leading,
Aún así, vale la pena intentar la técnica porque puede ser muy difícil construir una pregunta de
probing question about an area in which you need more information.
de sondeo sin influencias sobre un área en la que necesita más información.
Being unimposing is an important element of making the user drive the session, not you.
Ser poco impositivo es un elemento importante para que el usuario conduzca la sesión, no vos.
I love Columbo so much I named my awesome, inquisitive Cairn terrier after him.
Me gusta mucho Columbo, tanto que le puse ese nombre a mi mascota despues de él.
And so I hope you'll try these three techniques next time you facilitate a usability test.
Así que espero que prueben estas tres técnicas la próxima vez que faciliten una prueba de usabilidad.
To be more successful, practice your tone, record and review yourself, and evolve your method.
Y para tener mas éxito, practica tu tono, grábate y revísate, y haz evolucionar tu método.
In a test, when in doubt, say nothing, but do remember: echo, boomerang,
En una prueba, cuando estes en duda, no digas nada, pero recuerda: Echo, Boomerang,
and my best friend, Columbo.
y mi mejor amigo, Columbo.
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