Walking the Line: When Participants Go Too Far

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12331-B Riata Trace Pkwy Building 4 Suite 200 · Austin, TX

How to find us

Building 4, Suite 200. Take the stairs or elevator to the 2nd floor to find the Abrigo entrance.

Location image of event venue


Pre-register by filling out this short form required by Abrigo security to get in quickly and easily day of the event: https://forms.gle/HhRbJzRVfQeEK2ir9

Pizza and soft drinks graciously provided by Abrigo.

Event Description:

Much of what we learn as UX researchers is about remaining unbiased when interacting with participants: using intentional silence, asking open-ended and probing questions, using appropriate study design, etc. However, not much has been discussed about what happens when participants cross the line with their feedback, commentary, or behavior.

This talk is geared toward researchers new to the field but open to all. We’ll discuss the situations that can challenge our neutrality, patience, or even make us feel uncomfortable. This includes how to handle racist or sexually inappropriate comments, "bully" participants, or participants who derail your session.

Speaker Bio:

Crystal Paull is a UX researcher at Express Scripts, conducting evaluative and generative research in digital experience. Crystal graduated from the University of Texas at Austin in 2017 with an MS of Information Studies. Prior to that, she received BAs in history and music in 2012, also from UT Austin. In addition to experience in usability research, she also has several years of academic, corporate, and nonprofit experience creating and informing policy around diversity & inclusion, family friendliness, and information management. When she is not tackling complex healthcare problems head-on, Crystal enjoys spending time with her 2 children and performing as a professional classical and musical theater singer.


12331-B Riata Trace Pkwy
Building 4, Suite 200
Austin, TX 78727


There is plenty of surface parking for everyone all around the building. There are no reserved spaces other than handicapped spaces.

Take the stairs or elevator to the 2nd floor to find the Abrigo entrance.

Pre-register beforehand and you are good to go (https://forms.gle/HhRbJzRVfQeEK2ir9).