the role of body language in user research
TRANSCRIPT
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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
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Intro: The Role of BodyLanguage in User Research
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• 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
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
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v
Speakers
Ania RodriguezCEO and Founder
Matt BruceUser Experience
Researcher
@KeyLimeInteract #KLIeventsSource: https://www.tonyrobbins.com/mind-meaning/are-you-sending-the-wrong-signals/?
ConfidenceConfusionFrustrationImpatientMenacingEtc.
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Confidence
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Confidence
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Confidence
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Confusion
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Confusion
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Confusion
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Frustration
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Frustration
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Frustration
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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
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What to do when a participant…
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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)
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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?”
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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?”
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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
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Q & A
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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
