Empathy in Action: Moderating User Interviews with Sensitivity and Impact

Navigating sensitive conversations requires a blend of empathy, skill, and strategy, especially when conducting user research in the health and wellness industries. Drawing on over a decade of experience in health care and finance user research, this talk will explore the art of moderating sessions with vulnerable or sensitive audiences, sharing practical techniques for building trust, fostering openness, and gathering actionable insights without compromising participant comfort. Attendees will leave with tools and strategies to elevate their moderating skills and create meaningful, respectful research experiences that yield high impact insights.