The Role of Body Language in User Research
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Let's say you find yourself in the middle of a test session and the user you're with isn't doing the best job of articulating their thoughts and feelings. You should remain vigilant in listening to the participant, but you can also focus more of your attention on their nonverbal behaviors like posture, hand gestures, facial expressions, etc. Key Lime Interactive's CEO, Ania Rodriguez, and User Experience Researcher, Matt Bruce, as demonstrate common situations in UX research and some of the more relevant emotions to pick up on while observing users.
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The Role of Body Language in User Research
- 1. @KeyLimeInteract #KLIevents While you are waiting for our webinar to begin, you may be interested in the downloads on the Attachments tab: Have a question for our speakers? Click the Question tab. Q&A will be at the end of today’s presentation. http://bit.ly/KLIbodylanguagearticle http://bit.ly/KLIcustomerjourneymap
- 2. @KeyLimeInteract #KLIevents Intro: The Role of Body Language in User Research
- 3. @KeyLimeInteract #KLIevents • Introductions (About Key Lime and Speakers, 3 minutes) • Mehrabian Formula (2 minutes) • Emotions that will be covered: (20 minutes) • Confidence • Confusion • Frustration • Questions (5 minutes) Intro: The Role of Body Language
- 4. Key Lime Interactive (KLI) is a full service user research firm that conducts both qualitative and quantitative research for Fortune 2,000 companies, mid-to-large design agencies, and government agencies. We make it our business to answer research questions that help a company move the needle in terms of acquisition, convergence, and customer experience differentiation. To our clients we are known as a valuable source for: → UX Strategy: Experience and Perception → Formative and Summative Usability Testing → Benchmarking and Competitive Analysis Who we are
- 5. @KeyLimeInteract #KLIevents v Speakers Ania Rodriguez CEO and Founder Matt Bruce User Experience Researcher
- 16. @KeyLimeInteract #KLIevents Reducing moderator bias Don’t let the participant know what you are thinking • Watch your own verbal language • Watch your own body language • Exemplify consistent neutrality
- 17. @KeyLimeInteract #KLIevents Tweet during this session @KeyLimeInteract #KLIevents What to do when a participant…
- 18. @KeyLimeInteract #KLIevents Adjusts their posture Moderator Tips • Create rapport, but don’t mirror the participant • Probe further, mentioning the adjustment in posture • Ask user to explain what prompted the adjustment (determining the root cause)
- 19. @KeyLimeInteract #KLIevents Looks confused/frustrated Moderator Tips • Create rapport, but don’t mirror the participant • Probe, “What are you thinking about here?” • Probe on emotional state, “How does this make you feel? Why?”
- 20. @KeyLimeInteract #KLIevents Makes certain hand gestures Moderator Tips • Create rapport, but don’t mirror the participant • Probe, so talk to me about what’s happening/what just happened? • Probe, “What could be done to make this more clear?”
- 21. @KeyLimeInteract #KLIevents Makes certain facial expressions Moderator Tips • Create rapport, but don’t mirror the participant • Probe, “I noticed you smiled/laughed, talk to me about that.” • Ask the user to elaborate a bit on the usefulness of this content they found amusing, seeing if it was helpful
- 22. @KeyLimeInteract #KLIevents Tweet during this session @KeyLimeInteract #KLIevents Q & A
- 23. @KeyLimeInteract #KLIevents Tweet during this session @KeyLimeInteract #KLIevents Thank you! Join us on Thursday, April 7th at 12:00PM (EST) for Part 2 of our Body Language Webinar Series. • Part 1: Intro to Body Language • Part 2: Facial Expressions • Part 3: Facial Recognition & Data Analysis
- 24. @KeyLimeInteract #KLIevents Matt Bruce User Experience Researcher Key Lime Interactive matt@keylimeinteractive.com