Best Practices in Conducting Moderated and Unmoderated Usability Testing

By Philip Burgess - UX Research Leader

Usability testing is one of the most powerful tools in a UX researcher’s toolkit. It reveals how real users interact with a product, where they stumble, and what delights them. But the approach you take—moderated or unmoderated—changes everything about how you plan, run, and analyze your sessions.

Both methods have strengths, and knowing the best practices for each ensures your research produces accurate, actionable insights.

1. Understand the Difference

• Moderated Testing: A live facilitator guides the participant, asks follow-up questions, and observes behavior in real time.

• Unmoderated Testing: Participants complete tasks independently, usually via a remote testing platform, without real-time interaction.

Choosing between them depends on time, budget, and the depth of insights you need.

2. Best Practices for Moderated Usability Testing

a. Write a Clear Test Script—but Stay Flexible

• Include a welcome statement, task instructions, and wrap-up questions.

• Be ready to adapt based on participant behavior and responses.

b. Use Neutral, Non-Leading Language

• Avoid hinting at the “correct” action.

• Example: Instead of “Click the green button,” say “Show me how you would complete this task.”

c. Create a Comfortable Environment

• Start with a few warm-up questions to put participants at ease.

• Remind them you’re testing the product, not them.

d. Ask Probing Questions

• Use “think aloud” prompts to uncover the reasoning behind actions.

• Example: “What were you expecting to happen here?”

e. Record and Note-Take Simultaneously

• Assign a dedicated note-taker so the facilitator can focus fully on the participant.

3. Best Practices for Unmoderated Usability Testing

a. Keep Tasks Clear and Self-Explanatory

• Without a facilitator, instructions must be unambiguous.

• Avoid jargon; write in plain language.

b. Pilot Test Before Launch

• Run the test with 1–2 people first to catch confusing instructions or technical issues.

c. Limit the Number of Tasks

• Attention spans are shorter without a moderator present.

• Aim for 5–7 focused tasks.

d. Collect Both Quantitative and Qualitative Data

• Use metrics like task success rate, time on task, and System Usability Scale (SUS) scores.

• Include open-ended questions for qualitative insights.

e. Provide Clear Submission Instructions

• Make it easy for participants to know when they’ve completed the test and how to submit responses.

4. Best Practices for Both Methods

• Define Clear Goals: Know exactly what you want to learn before testing begins.

• Recruit the Right Participants: Match your target audience closely.

• Test in Context: Replicate the real environment as much as possible.

• Analyze Promptly: Review recordings and notes soon after sessions to retain context.

• Turn Insights into Action: Share findings in a clear, actionable format for stakeholders.

5. Choosing the Right Method

• Use Moderated Testing When:

  • You need deep qualitative insights.

  • The flow is complex and may require clarification.

  • Building rapport and observing emotional responses is key.

• Use Unmoderated Testing When:

  • You need quick, scalable feedback.

  • The product is stable and easy to navigate.

  • You want to collect data from a large, diverse audience.

Final Thought: Moderated and unmoderated usability testing are complementary, not competing, methods. The best UX teams use both strategically, often combining them to validate findings from one with the other. By following these best practices, you’ll ensure that every usability test—no matter the method—delivers clear, actionable insights that move your product forward.