“I don’t like this.”
Those words still echo in my mind.
Earlier that day, I had been moderating usability study sessions with children. Everything seemed fine. I’d already worked with several participants and felt comfortable about the day.
Then the youngest participant walked in.
He looked timid, which I’ve seen before, so I didn’t worry at first. I tried to build rapport with light humour, a friendly tone, being approachable, but it just wasn’t working. My introduction felt stiff. I could see him pulling away. He barely answered my questions. He avoided eye contact. The root-cause discussion, which is usually such an important part of any session, only led to single words and long pauses. At one point, I could see he was getting upset.
I stepped outside for a moment to take a break. I needed that. Then I heard him say to his mum: “I don’t like this.”
It was petrifying.
It wasn’t about the lack of insight, it was the feeling that he was uncomfortable, and I really didn’t want that to be his experience. He reminded me of my own son, which probably made the moment even stronger for me. Although we managed to end on a slightly warmer note, the whole situation stayed with me for a while.
When I run research studies, I always come back to the same two principles: empathy and respect. I am there to listen, not to overpower. I want people to feel like they can open up, even if they’re only 10 or 11, so in that moment, it didn’t feel right. This experience reminded me that no matter how much experience you have, there is always something new to learn.
My two cents on moderating with children:
Be patient and approachable
First impressions matter. Children pick up on tone instantly, and it sets the mood for the whole session
Stay flexible and expect things not to go as planned
If you need to adjust your research strategy during the session, do it. Comfort comes before protocol (and of course check in with your team about those changes!).
Put extra effort into making the environment welcoming
Especially for smaller kids. Toys, background music, lighting, stickers… don’t underestimate the power of a friendly atmosphere.
Prepare for honest and innocent feedback
Even when it stings, it is often the most valuable part of your research.
And one more thing:
Don’t be afraid to try different moderating styles or ways of building rapport. What works with one child may not work at all with the next. If things don’t go perfectly, don’t take it personally. Learn from it. Every session is a chance to improve
At least, this is what I try to follow in my work.