😶🌫️ Unclear Speaker (Mumbles, Speaks Softly, or Has a Strong Accent)
Politely ask them to repeat or clarify: “I want to make sure I understand you correctly. Could you say that again?”
Paraphrase their response and ask if you got it right.
If the issue persists, ask more closed-ended or multiple-choice questions to check comprehension.
🫨 Overly Talkative Participant (Goes Off-Topic)
Gently steer them back: “That’s really interesting! I’d love to circle back to [the topic]. Can you tell me more about…”
Use time cues: “I want to make sure we cover everything in the time we have. Let’s focus on…”
If needed, politely interrupt: “Sorry to cut in, but I want to be mindful of time. Let’s go back to…”
😤 Angry or Frustrated Participant
Stay calm and neutral. Don’t take it personally.
Acknowledge their frustration: “I can see this is a frustrating experience for you. I really appreciate you sharing your thoughts.”
If they’re upset about the product/service, validate their feelings but redirect: “That’s really helpful feedback. Can you tell me more about what you expected instead?”
If they’re getting aggressive, set boundaries: “I understand this is important to you, but I want to make sure we can have a productive conversation. Let’s focus on [specific topic].”
🫢 Silent or One-Word Answer
Use open-ended questions: “Can you describe that in more detail?” or “What was going through your mind when you did that?”
Use pauses—sometimes people will fill the silence if you wait a few seconds.
Offer options: “Would you say your experience was frustrating, confusing, or something else?”
Try reframing: If they don’t respond well to abstract questions, ask about a specific past experience.
🧐 Wants to Design the Product
Acknowledge their ideas but redirect: “That’s an interesting idea! Before we talk solutions, can you tell me more about the problem you experienced?”
Gently remind them of the focus: “We’re really interested in how you use [product] today. Your feedback helps us improve the experience.”
🙂↕️ Agrees with everything
Test consistency: Ask the same question in a different way later.
Use counterfactuals: “Some people have told us they found this confusing. What do you think?”
Ask for specific examples: “Can you tell me about the last time you did that?”
😅 Wants to give please or give 'right' answers
Encourage honesty:“We’re not looking for any specific answers, just your real experience.”
Make it clear you’re not involved in design: “I didn’t create this, so you won’t hurt my feelings!”
Observe their behavior in usability tasks rather than relying only on their words