Your "Psychologist Voice": Leveraging Voice Mindfulness for UX Research

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This document discusses leveraging voice mindfulness for UX research moderation. It describes using a "psychologist voice" with specific vocal components like pace, power, volume and emphasis to put participants at ease. Non-verbal communication like posture and facial expressions are also important. The presenter recommends practicing voice mindfulness to be an active listener and help participants feel like experts sharing without wrong answers.

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PREPARED BY
Your "Psychologist Voice”: Leveraging
Voice Mindfulness for UX Research
September 30, 2016
Mad*Pow Webinar
Dan Berlin
Vice President, Experience Research
Mad*Pow
dberlin@madpow.net
@banderlin

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Your "Psychologist Voice”: Leveraging Voice Mindfulness for UX Research
Today’s Talk
• Moderating qualitative research
• Voice components
• Your psychologist voice
• Non-verbal communication
• Voice mindfulness

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Your "Psychologist Voice”: Leveraging Voice Mindfulness for UX Research
Hi! I’m Dan Berlin
• BA in Psychology from Brandeis U.
• Seven years of tech support
• Participant in a usability study and discovered the world of UX
• Quit my job
• Did a 2.5 year program at Bentley U. to get an MBA and MS in
Human Factors in Information Design
• Have been doing UX research for eight years
• Vice President of Experience Research at Mad*Pow

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Your "Psychologist Voice”: Leveraging Voice Mindfulness for UX Research
Best Practices Typically Deal with Artifacts & Methodology
• Preparation, documentation, & technique
• Asking non-leading questions
• Types of questions to elicit different data
• Participant activities

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Your "Psychologist Voice”: Leveraging Voice Mindfulness for UX Research
Very Little Research About How to Carry Your Voice

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Your "Psychologist Voice”: Leveraging Voice Mindfulness for UX Research
Julian Treasure: How To Speak So That People Want to Listen

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Your "Psychologist Voice”: Leveraging Voice Mindfulness for UX Research
Be Mindful of WHAT You Say
• Seven deadly sins of talking:
• Negativity
• Gossip
• Judging
• Complaining
• Excuses
• Lying
• Dogmatism

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Your "Psychologist Voice”: Leveraging Voice Mindfulness for UX Research
Be Mindful of WHAT You Say
• Speak with:
• Honesty
• Authenticity
• Integrity
• Love

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Your "Psychologist Voice”: Leveraging Voice Mindfulness for UX Research
Be Mindful of HOW You Talk
• Pace – how fast you talk
• Power – where your voice is coming from
• Volume – loudness
• Timbre – warmth or smoothness
• Emphasis – putting stress on key words or syllables
• Pause – where you stop for emphasis
• Depth – pitch
• Inflection – the ups and downs of your sentences

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Your "Psychologist Voice”: Leveraging Voice Mindfulness for UX Research
Controlling Your Voice – The Easy Answers

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Your "Psychologist Voice”: Leveraging Voice Mindfulness for UX Research
Voice Components of the Psychologist Voice
• Pace – even, calm pace
• Power – talk from your belly, not your mouth/head
• Volume – audible, but not too loud
• Timbre – warm and soothing
• Emphasis – ensure to stress the important words
• Pause – stop to emphasize key points
• Depth – where you are comfortable, to a point
• Inflection – not monotone

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Your "Psychologist Voice”: Leveraging Voice Mindfulness for UX Research
Non-Verbal Communication
Source: Mehrabian, A. (1981) Silent messages: Implicit
communication of emotions and attitudes. Belmont, CA: Wadsworth.

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Your "Psychologist Voice”: Leveraging Voice Mindfulness for UX Research
Non-Verbal Communication
• Posture – slouching indicates disinterest
• Facial expressions – appropriately responsive
• Distance – optimum conversational distance
• Voice tone – conversational tone
• Body movements – convey interest by squarely facing the
participant and leaning in where appropriate
• Mannerisms – distracting mannerisms may convey
disinterest

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Your "Psychologist Voice”: Leveraging Voice Mindfulness for UX Research
Learning From The Stereotypical 1950’s Psychotherapist
• Listen to listen and understand
• Asking “Why” multiple times without using the word “why”
• Turn questions back onto participants
• Confirm that you understood them correctly
• Keep quiet – keep the participant talking

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Your "Psychologist Voice”: Leveraging Voice Mindfulness for UX Research
Convey That There Are No Wrong Answers
• Never sound disappointed in an answer
• Always be interested in what they have to say
• Convey that the participant is the expert

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Your "Psychologist Voice”: Leveraging Voice Mindfulness for UX Research
Practice Voice Mindfulness
• “Mindfulness” = active attention on the here and now
• “Voice mindfulness” = active attention about how you
convey your words
• Tough to transcend unconscious behavior
• Warm up your voice
• Practice, practice, practice

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Your "Psychologist Voice”: Leveraging Voice Mindfulness for UX Research
Psychologist Voice = Voice Mindfulness
Use your psychologist voice to exhibit voice mindfulness
Be mindful of your voice so that you put participants at ease
People talking without speaking
People hearing without listening
- The Sound of Silence, Simon & Garfunkel

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Your "Psychologist Voice”: Leveraging Voice Mindfulness for UX Research
Thank You!
Questions?
Dan Berlin
VP, Experience Research
Mad*Pow
dberlin@madpow.net
@banderlin

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Active listening is an important communication skill that involves understanding the speaker's message, feelings, and perspective. It requires focusing on the speaker without judgment, reflecting back their message and feelings, and asking open-ended questions to clarify understanding. Barriers to active listening include distractions, rebutting the speaker instead of listening, and personal biases. Techniques for active listening are encouraging the speaker, restating their key ideas, reflecting their feelings, and summarizing the major themes to facilitate further discussion.

Presentation skills

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This document provides guidance on developing effective presentation skills. It discusses key elements of presentations such as preparation, delivery, structure, and visual aids. Some best practices include practicing the presentation, keeping content concise and simple, maintaining good posture and eye contact, and engaging the audience. Nervousness during presentations is also addressed, with tips like mental visualization, relaxation techniques, and using nerves as positive energy. The document emphasizes the importance of preparation, customizing the presentation for the audience, and soliciting feedback to improve skills.

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Dev cs

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This document discusses the differences between hearing and listening. It notes that hearing is a passive perception of sound, while listening is an active process that requires concentration. Several techniques for improving listening skills are provided, including focusing on the message, listening for main ideas, and withholding judgment. Different types of listening are identified, such as active vs. passive listening and appreciative vs. analytical listening. The importance of listening in the workplace is highlighted, as effective communication relies heavily on listening skills. Interactive listening is defined as a goal-oriented process of actively receiving and attending to auditory information while eliminating distractions.

Presentation Skills

AIESEC Medina

This document provides guidance on preparing and delivering effective presentations. It discusses including relevant content, structure, and design in presentations. When delivering a presentation, building credibility through reasoned arguments and examples is important. Proper use of nonverbal communication like eye contact and gestures along with an engaging delivery style are also emphasized. Active listening skills and handling questions from the audience are addressed as well. The document provides tips on reducing nerves and techniques for giving a polished presentation.

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This document provides information on developing effective communication skills. It discusses communication principles like giving and gathering good information and building mutual trust. It covers developing assertive communication skills through verbal, vocal, and visual cues. Active listening skills like exploring, affirming, reflecting, and using silence are explained. Barriers to communication like assumptions and poor listening are addressed. The importance of effective communication for productive relationships and avoiding issues in the workplace is emphasized.

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It is very common for enterprise companies to use the services of external consultants, perhaps especially so in the field of user experience (UX). This is sometimes in the service of augmenting the company’s UX team who may not have the resources to complete all their desired projects. Consultants may also help companies who are newer to UX, where they introduce the client team to best practices and typical workflows. In either case, it’s critical to project success for both the consultant and client team to work in harmony. This presentation will provide generalizable best practices for collaborating with consultants from both the consultant and client viewpoints. Though the presentation focuses on the consultant/client relationship, all conference attendees will benefit from the provided communication and collaboration tips. Dan Berlin and Yina Turchetti presented this talk at the UXPA Boston 2024 conference.

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The document discusses several issues with using focus groups for user experience design. It argues that focus group dynamics can be problematic as dominant voices may overshadow others and participants may not be honest. It also notes that moderators can inadvertently influence groups and it is difficult to analyze discussions to extract meaningful insights. The document recommends that user experience designers avoid focus groups due to these challenges and limitations.

Beyond Eye Tracking: Bringing Biometrics to Usability Research

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User experience research has traditionally relied upon qualitative techniques that entail users telling us their feelings, wants, and needs. This creates an inherent cognitive bias – data is filtered through the participant’s cognition. That is, we may not necessarily be hearing the participants’ true feelings. They may be trying to please the moderator or may just be unable to articulate the cause of their emotions. But researchers and stakeholders alike are thirsty for quantitative data that complements the qualitative. Luckily, we live in exciting times – there are two particular technologies that are becoming more accessible that will help usability researchers break through cognitive bias and provide that ever tantalizing quantitative data: eye tracking and biometrics. Eye tracking equipment has only recently started to become affordable to most anyone who wants to use it. Researchers must now get up-to-speed on eye tracking methodology and analysis. When is it appropriate? How can we turn the data into actionable findings? What the heck do I do with all of this new data?! More importantly, we should find new research techniques that will break through cognitive bias. This is where the second technology comes in: biometrics. Psychophysiology is the study of how emotions affect changes in the body. Changes in heart rate, breathing rate, heart rate variability, and galvanic skin response (GSR) have all been shown to be accurate indicators of a person’s emotions, among others. Just as with eye tracking, the equipment to measure these biometrics are just now starting to become accessible to usability researchers. Until very recently, the equipment to gather this data was rather obtrusive and invasive. This not only affected participant comfort, but also did not lend to conducting “discount” usability research. But new technology allows the collection of biometrics in non-invasive ways. For instance, Affectiva’s Q Sensor is worn on the wrist and wirelessly gathers a participant’s GSR. The problem with integrating psychophysiological data into usability research is that individual researchers will need to come up with not only the algorithms to interpret the biometrics but also the technology to temporally marry the biometrics to the eye tracking data. These are no small tasks. There are companies out there that will collect and interpret the data for you for a hefty fee. But this technique should be in every usability researcher’s toolkit. As such, we should come together as a research community to figure this out. We need an open dialogue. We need to share techniques and stories.

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Webinar description: What makes a user interface engaging and intuitive? Conversely, what makes some programs so difficult to use? The practice of experience design is a blending of art and science, informed by principles drawn from graphic arts, information theory and cognitive psychology. We are pattern seekers, and the more we understand how our visual system builds the patterns we see (or don't see), the more effectively we can control the user's experience. We invite you to join Mad*Pow's Experience Design Director, Paul Kahn, and Experience Research Director, Dan Berlin, as they review visual cognition theories and show how the resulting principles are applied in experience design. Whether you are new to the field or an experienced practitioner, this presentation will introduce new topics and serve as a review of subjects that you may not have thought about in quite the same way. By raising awareness of how we think and how we see, we will show how theory informs our real-world visual design projects.

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This document discusses key considerations for usability testing of medical devices. It notes that while usability activities are not clinical trials, they will still require extensive documentation and safety protocols. Researchers must understand relevant regulations and work closely with clients, medical experts, and Institutional Review Boards. Additional precautions are needed when testing with vulnerable participants or children. Moderator guides and data collection methods must be rigorously defined to meet regulatory requirements.

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The document discusses strategies for developing an effective social media content strategy. It recommends starting with user research to understand customer needs and goals. It then suggests holding a messaging workshop to define the goals, audience, voice, tone, timing and keywords for social media content. The strategy should consider where content will live on and off site and get stakeholder buy-in. It stresses the importance of an ongoing process of creating and engaging with customers, as well as measuring and adapting the strategy based on data.

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The document summarizes the key features and capabilities of the LiveScribe pen for taking notes. It can record audio while writing notes, allowing the user to capture quotes and link written notes to associated audio. The document discusses how this makes it useful for usability research. It also outlines some challenges like handwriting legibility and limited pen ink lifespan, and demonstrates how the pen's features work.

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This document discusses how usability testing can be adapted to assess the usefulness of a design when the goals differ from just finding usability problems. It proposes conducting usability tests with three components: 1) Pre-task questions that set the context of usefulness instead of just demographics, 2) Participant-directed tasks instead of predefined tasks, and 3) Post-task questions that compare expectations and value instead of just satisfaction. This adapted approach leverages the strengths of usability testing while allowing different objectives of understanding usefulness rather than just usability problems.

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Eye tracking can provide useful metrics for usability testing and comparing design concepts, but certain conditions need to be considered: 1) Eye tracking is best for tasks without think-aloud to avoid biasing where participants look. 2) Metrics like fixations and gaze duration indicate attention levels, but not necessarily interest versus confusion. 3) Areas of interest allow comparing attention between design variants by metrics like early fixations. 4) Ensure proper participant screening and calibration to minimize lost eye tracking signals.

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Your "Psychologist Voice": Leveraging Voice Mindfulness for UX Research

1. 1 PREPARED BY Your "Psychologist Voice”: Leveraging Voice Mindfulness for UX Research September 30, 2016 Mad*Pow Webinar Dan Berlin Vice President, Experience Research Mad*Pow dberlin@madpow.net @banderlin

2. 2 Your "Psychologist Voice”: Leveraging Voice Mindfulness for UX Research Today’s Talk • Moderating qualitative research • Voice components • Your psychologist voice • Non-verbal communication • Voice mindfulness

3. 3 Your "Psychologist Voice”: Leveraging Voice Mindfulness for UX Research Hi! I’m Dan Berlin • BA in Psychology from Brandeis U. • Seven years of tech support • Participant in a usability study and discovered the world of UX • Quit my job • Did a 2.5 year program at Bentley U. to get an MBA and MS in Human Factors in Information Design • Have been doing UX research for eight years • Vice President of Experience Research at Mad*Pow

4. 4

5. 5

6. 6 Your "Psychologist Voice”: Leveraging Voice Mindfulness for UX Research Best Practices Typically Deal with Artifacts & Methodology • Preparation, documentation, & technique • Asking non-leading questions • Types of questions to elicit different data • Participant activities

7. 7 Your "Psychologist Voice”: Leveraging Voice Mindfulness for UX Research Very Little Research About How to Carry Your Voice

8. 8 Your "Psychologist Voice”: Leveraging Voice Mindfulness for UX Research Julian Treasure: How To Speak So That People Want to Listen

9. 9 Your "Psychologist Voice”: Leveraging Voice Mindfulness for UX Research Be Mindful of WHAT You Say • Seven deadly sins of talking: • Negativity • Gossip • Judging • Complaining • Excuses • Lying • Dogmatism

10. 10 Your "Psychologist Voice”: Leveraging Voice Mindfulness for UX Research Be Mindful of WHAT You Say • Speak with: • Honesty • Authenticity • Integrity • Love

11. 11 Your "Psychologist Voice”: Leveraging Voice Mindfulness for UX Research Be Mindful of HOW You Talk • Pace – how fast you talk • Power – where your voice is coming from • Volume – loudness • Timbre – warmth or smoothness • Emphasis – putting stress on key words or syllables • Pause – where you stop for emphasis • Depth – pitch • Inflection – the ups and downs of your sentences

12. 12 Your "Psychologist Voice”: Leveraging Voice Mindfulness for UX Research Controlling Your Voice – The Easy Answers

13. 13

14. 14 Your "Psychologist Voice”: Leveraging Voice Mindfulness for UX Research Voice Components of the Psychologist Voice • Pace – even, calm pace • Power – talk from your belly, not your mouth/head • Volume – audible, but not too loud • Timbre – warm and soothing • Emphasis – ensure to stress the important words • Pause – stop to emphasize key points • Depth – where you are comfortable, to a point • Inflection – not monotone

15. 15 Your "Psychologist Voice”: Leveraging Voice Mindfulness for UX Research Non-Verbal Communication Source: Mehrabian, A. (1981) Silent messages: Implicit communication of emotions and attitudes. Belmont, CA: Wadsworth.

16. 16 Your "Psychologist Voice”: Leveraging Voice Mindfulness for UX Research Non-Verbal Communication • Posture – slouching indicates disinterest • Facial expressions – appropriately responsive • Distance – optimum conversational distance • Voice tone – conversational tone • Body movements – convey interest by squarely facing the participant and leaning in where appropriate • Mannerisms – distracting mannerisms may convey disinterest

17. 17

18. 18 Your "Psychologist Voice”: Leveraging Voice Mindfulness for UX Research Learning From The Stereotypical 1950’s Psychotherapist • Listen to listen and understand • Asking “Why” multiple times without using the word “why” • Turn questions back onto participants • Confirm that you understood them correctly • Keep quiet – keep the participant talking

19. 19 Your "Psychologist Voice”: Leveraging Voice Mindfulness for UX Research Convey That There Are No Wrong Answers • Never sound disappointed in an answer • Always be interested in what they have to say • Convey that the participant is the expert

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21. 21 Your "Psychologist Voice”: Leveraging Voice Mindfulness for UX Research Practice Voice Mindfulness • “Mindfulness” = active attention on the here and now • “Voice mindfulness” = active attention about how you convey your words • Tough to transcend unconscious behavior • Warm up your voice • Practice, practice, practice

22. 22 Your "Psychologist Voice”: Leveraging Voice Mindfulness for UX Research Psychologist Voice = Voice Mindfulness Use your psychologist voice to exhibit voice mindfulness Be mindful of your voice so that you put participants at ease People talking without speaking People hearing without listening - The Sound of Silence, Simon & Garfunkel

23. 23 Your "Psychologist Voice”: Leveraging Voice Mindfulness for UX Research Thank You! Questions? Dan Berlin VP, Experience Research Mad*Pow dberlin@madpow.net @banderlin

Editor's Notes

Want to get the best possible information from participants – time is expensive and precious We want them to be relaxed, comfortable, and ready to share their innermost thoughts and dreams A relaxed participant will be honest and provide useful data A tense participant will be hard to control and distant
Match the participant’s tone and pace Can be unnatural If done incorrectly, participants may think the moderator is mocking them Just be yourself As previously mentioned, we don’t any enough attention to how we speak “Yourself” may be a booming, intimidating voice, or a meek voice that does not command authority
Dr. Serkin story
NVC is typically involuntary – harder to control NVC sets the stage for the subsequent words
Not to say you have to be a stereotypical 1950’s psychiatrist – overly even-toned Can still show emotion, and you should Convey that you empathize with the participant Don’t have to be their friend, but still a confidant
Everyday conversations = listen to respond and interject Tell me how you feel about that; tell me more about that; what is your reaction to this Have participants answer their own questions before answering them Just to confirm, you feel X because of Y, is that correct? Is there another way to put it? Awkward silences are okay – participant may feel compelled to fill it with words
This is also useful outside of the lab setting Can be used for difficult conversations We talk all day long without thinking of how we are delivering our words We let our emotions guide our voice – for better or for worse Calm contentious situations with a calm voice Calm yourself down for an important interview or meeting an important person

Your "Psychologist Voice": Leveraging Voice Mindfulness for UX Research

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Your "Psychologist Voice": Leveraging Voice Mindfulness for UX Research

Editor's Notes