I would highly recommend inviting clients around to the sessions. It is a great way to to get buy in on the process and create advocates of UCD. However, this is not without its challenges. Some clients would see the sessions as an opportunity to get as much information as they can from the user, after all it is not that often that they get to spend time with some of their customers. They will jump straight in there with a barrage of questions eager to get the users' response. However, the questions are more likely to be leading and out of context. It is important they do not take over the session. as you probably gathered this is your responsibility. Provide clear written instructions before the sessions. Send them an email with a list of Dos and Don'ts. It may sound quite strict and officious but it will help set expectations and it will make ot easier fr you to intervene during the session if necessary. Make sure they know that only one person, the facilitator asks questions and all questions need to be cleared with him/her. Observers can make a list of questions during the session and pass them on to the facilitator during a time out. That way everyone can focus on the session and the client gets the chance to have some questions asked. whatever you do , do not let the client take over, it may feel that you are doing them a favour but you could potentially harming the research.
So,
- Only one facilitator asks questions
- All questions ‘cleared’ by main facilitator
- Provide instructions list prior to fieldwork
- Use Time Outs as a way for the client to get some questions to the facilitator
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