3 safe and productive approaches for interrupting or answering users during usability tests and other research studies:
- Echo – With the echo technique, the facilitator repeats the last phrase or word the user said, while using a slight interrogatory tone.
- Boomerang – With the boomerang technique, the facilitator formulates a generic, nonthreatening question that she can use to push the user’s question or comment back to him.
- Colombo – With the Columbo technique, be smart but don’t act that way. (…) One way to do this is to ask just part of a question, and trail off, rather than asking a thorough question.
Kara Pernice: Talking with Participants During a Usability Test