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Stage 2: Devise Solution to Determine Feasibility ◾ 69

◾◾ Do record the session, with user’s permission. You could do a video
recording or an audio recording. These recordings can provide valuable
feedback later on. If doing a video recording, bring a tripod stand for
your video recorder or smart phone.

◾◾ Do observe intently where the user is facing difficulties.
◾◾ Do write down user challenges. Challenges may include the user getting

confused on how to use the solution, the user finding it difficult to use
the prototype or the user becoming uninterested.
◾◾ Do write down the user’s moments of delight.
◾◾ Do remind the session lead about his/her role if the lead does not
adhere to the guidelines.
◾◾ Do write down any further feedback, needs or comments that the user
shares.
◾◾ Do ask any key questions that were not answered during the ses-
sion and were not asked by the session lead toward the end of the
session.

4.4.4.2 Don’ts

◾◾ Don’t help the user in any way.
◾◾ Don’t lead the user in any way.
◾◾ Don’t give any tips.
◾◾ Don’t give your preferences.
◾◾ Don’t judge or belittle the user.
◾◾ Don’t give explanations.
◾◾ Don’t interrupt the user.
◾◾ Don’t laugh at the user.
◾◾ Don’t ask any questions during the session.
◾◾ Don’t offer approval or disapproval with words, facial expressions or

body language.

Diversity of user feedback

It’s important to get feedback not from just one but from many users. Having
feedback with many users reduces the bias from individual users and helps
you see patterns across a wide range of users. This affords you a better
chance of meeting the needs of more users.

As you get feedback from several users, it is helpful to alternate roles
between session lead and note taker in your team.