Things a Therapist Would Say

Today we did usability tests in the afternoon. A Product Manager, new to tests, was going to be taking part so I printed him a copy of Steve Krug's, Things a therapist would say; a list of things a facilitator can say while a participant is doing tasks. It gives great guidelines on ways to keep a rapport during a test without biasing your results. 

When I went to grab it from the printer, another co-worker was reading it with interest. I let him have that copy and ran off another. Printing is unusual around here, but it suits this oldie but goodie.

Have it in hand and get ready to repeat, "Uh huh," and  “How do you think it would work?”