6.5 Use moderators who have experience with users with limited literacy skills.
Whenever possible, use moderators 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 familiar with limited-literacy participants in a usability testing setting know what to expect—they’re sensitive to participants’ challenges and know how to effectively support participants through tasks. For example, experienced moderators are more likely to be patient with participants completing tasks very slowly—or they may immediately recognize the need to repeat a task prompt when a participant is getting frustrated.
Ultimately, choosing moderators who have experience working with limited-literacy users can go a long way toward making your testing sessions a success.