Whenever possible, use moderators who are experienced in conducting usability testing with people with limited literacy skills or with people who don’t have a lot of experience using the internet.
Moderators who are familiar with conducting research with participants with a wide range of information and accessibility needs in a usability testing setting are sensitive to participants’ challenges and know how to guide participants through tasks. For example, experienced moderators are more likely to be patient with participants completing tasks slowly — or they may immediately recognize the need to repeat a task prompt when a participant is getting frustrated or distracted.
Ultimately, choosing moderators who have experience working with participants with a range of information and accessibility needs can go a long way toward making your testing sessions a success.
