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ESCAPE THE LAB
                            LET’S GET STARTED MMKAY?




Thursday, October 1, 2009
Thursday, October 1, 2009
I’m Nate BOLT




Thursday, October 1, 2009
10 YEARS
                234 STUDIES
                2,615 PARTICIPANTS (MODERATED)
                89 ORGANIZATIONS
                19,120 HOURS




Thursday, October 1, 2009
#ETLAB
Thursday, October 1, 2009
remote
                  USABILITY
Thursday, October 1, 2009
oh
Thursday, October 1, 2009
and
Thursday, October 1, 2009
also
Thursday, October 1, 2009
NO
Thursday, October 1, 2009
time
Thursday, October 1, 2009
travel
Thursday, October 1, 2009
OR
Thursday, October 1, 2009
lasers
Thursday, October 1, 2009
HOW TO BE
                            graceful
                             When All Your
                            TECHNOLOGY
                            BREAKS
Thursday, October 1, 2009
PLEASE DON’T TRIP
                            ON THE CABLES


Thursday, October 1, 2009
SO ANYWAY WHAT’s UP WITH YOU?


               Have you conducted remote testing before?
               Most important thing to get out of today?
               Biggest concern about remote research?




Thursday, October 1, 2009
IT’S TIME TO BREAK OUT YOUR


                     LAPTOP
                     AND GET ON THE WIFI


Thursday, October 1, 2009
WIFI: CED CLASSROOM
                    (NO PASSWORD)



Thursday, October 1, 2009
GO TO escapethelab.coM




Thursday, October 1, 2009
Remote Research

                                                       In person
                                                       Remote
                     Definition:

                     Research where the
                     participant is not
                     sharing physical space
                     with the researcher.
                                              % of qualitative research
                                                  done remotely*




                                                                   *Source: BP’s best guess

Thursday, October 1, 2009
a demonstration




Thursday, October 1, 2009
Thursday, October 1, 2009
Thursday, October 1, 2009
What we’ll cover today

                            When to go remote
                            Study Design
                            Recruiting
                            Toolkit
                            Moderating
                            Pitfalls

Thursday, October 1, 2009
When does remote win?




Thursday, October 1, 2009
Native Environment
                            Cheap ethnography, not cheap lab.




Thursday, October 1, 2009
Real Time
                            Allows self-motivated tasks.




Thursday, October 1, 2009
Involved Observers
                            Easier to collaborate in real time.




Thursday, October 1, 2009
Geography




Thursday, October 1, 2009
When does remote fail?




Thursday, October 1, 2009
Bandwidth
                            Yes, it’s an issue.




Thursday, October 1, 2009
Translation
                            It’s expensive and difficult to do live.




Thursday, October 1, 2009
Minors
                                 Consent is a bear.
                            Especially if they’re under 13.




Thursday, October 1, 2009
Faces
                            Most users don’t have webcams.
                             Webcams are a little invasive.




Thursday, October 1, 2009
making the most




Thursday, October 1, 2009
TIME-AWARE Tasks
                       Told to find purple pumps.   Has to wear this for sister’s wedding this
                                                                  weekend.
                             Doesn’t care.
                                                          Whole different interview.




Thursday, October 1, 2009
Real Time OBservers




Thursday, October 1, 2009
Change on the fly




                     “No one seems engaged in the laptop customizer”
  “Let’s add questions about who they get recommendations from”




Thursday, October 1, 2009
EXERCISE
                            JUMP IN THE POOL


                               Groups of 5
                                Pick one moderator
                              and one participant
                               10 minutes of
                              moderating




Thursday, October 1, 2009
MODERATOR Instructions

                   Your partner has the same puzzle
                   Goal: find out what’s hardest about it
                   Hint: ask them to give you a play by play of what
                   they are doing
                   Follow along with your puzzle (remote puzzle
                   sharing?)

                            NO helping, even if you could.

Thursday, October 1, 2009
A PrizE


                   First person to finish the puzzle wins a
                   hand-imported organic Rococo chocolate
                   bar with four flavors to choose, including
                   bacon, if you’re into weird stuff.



Thursday, October 1, 2009
Thursday, October 1, 2009
Surprises?




Thursday, October 1, 2009
Designing Remote Studies




Thursday, October 1, 2009
Thursday, October 1, 2009
Thursday, October 1, 2009
AUTOMATED Tools




Thursday, October 1, 2009
plan THIS




Thursday, October 1, 2009
plan THIS


                            Method
                            Recruiting
                            Logistics
                            Incentives (optional)



Thursday, October 1, 2009
MODERATED must-haves




Thursday, October 1, 2009
MODERATED must-haves

                            Consent




Thursday, October 1, 2009
MODERATED must-haves

                            Consent
                            Tech set-up




Thursday, October 1, 2009
MODERATED must-haves

                            Consent
                            Tech set-up
                            The beef




Thursday, October 1, 2009
MODERATED must-haves

                            Consent
                            Tech set-up
                            The beef
                            De-installation




Thursday, October 1, 2009
MODERATED must-haves

                            Consent
                            Tech set-up
                            The beef
                            De-installation
                            Thanks & incentive


Thursday, October 1, 2009
Re-script for remote




Thursday, October 1, 2009
Re-script for remote



           “Ok, I’d like you to start from the homepage,
            pretend you are shopping for groceries for
               a party, and buy some paper plates.”




Thursday, October 1, 2009
Recruiting




Thursday, October 1, 2009
Recruiting


                            Same: Good talkers
                            Same: Demographic fits




Thursday, October 1, 2009
Recruiting


                            Same: Good talkers
                            Same: Demographic fits
                            Different: Relevant current tasks
                            Different: Compatible tech



Thursday, October 1, 2009
LogisticS: What & How


                            Provide test
                            target
                            Access
                            Credentials



Thursday, October 1, 2009
Logistics: Who & When


                            How to connect with the user
                            (we’ll discuss in Tools)
                            Managing time zones
                            Session length



Thursday, October 1, 2009
Paying Incentives

                       Collect minimal
                       personal info
                       Deliver quickly
                       Appropriate for
                       location



Thursday, October 1, 2009
Advanced planning:
                              hybrid studies


                   Numbers actually do lie sometimes
                   And they don’t tell you the why
                   3-5 remote interviews is all you need




Thursday, October 1, 2009
Portable Research




Thursday, October 1, 2009
BREAK




Thursday, October 1, 2009
Recruiting for Remote




Thursday, October 1, 2009
We all need people


                                Relevant tasks
                                Compatible tech
                                Good talkers
                                Demographic fits



Thursday, October 1, 2009
Gold Standard
                             Live recruiting
                             Get as close as you can




Thursday, October 1, 2009
Recruiting Options

                            Ethnio
                            Links or house ads to online forms
                            Recruiting agencies
                            Customer email lists
                            Panels
                            Craigslist/online ads

Thursday, October 1, 2009
use Ethnio when

                            Website access
                            Some budget
                            Quotas are relatively simple




Thursday, October 1, 2009
use forms when

                            You can place a link but not code
                            Low budget
                            Quotas are relatively complex
                            Options:
                               Google Docs
                               Wufoo



Thursday, October 1, 2009
Google docs




Thursday, October 1, 2009
use Agencies when


                            No website access
                            People whine about first-time visitors
                            Higher budget
                            Online recruiting failed



Thursday, October 1, 2009
Customer lists


                             Sub-segments
                             Ownership requirements
                             No website access




Thursday, October 1, 2009
PANELS
Thursday, October 1, 2009
Craigslist


                   When other methods don’t work
                   No dough
                   Takes a while
                   Embarrassing to admit



Thursday, October 1, 2009
the Gold Standard again



                            Live recruiting
                            Get as close as you can




Thursday, October 1, 2009
Live Recruiting Math


                             Target: 6 recruits/hour
                             Allow for: 1% response (low average)
                             You Need: 8-10,000 uniques/day




Thursday, October 1, 2009
Thursday, October 1, 2009
Thursday, October 1, 2009
Screener constraints


                            Keep it short
                            Different from surveys
                            Who gets paid?
                            Combining is clever



Thursday, October 1, 2009
Remember the Point


                            Tasks that align with research goals
                            Technical compatibility
                            Control demographics




Thursday, October 1, 2009
EXERCISE

                            Create a live recruiting screener
                               Ethnio or Wufoo
                               10 questions max
                               15 minutes
                            Technical compatibility
                            Control demographics
                            ethnio.com escape / escape

Thursday, October 1, 2009
Thursday, October 1, 2009
Your best questions




Thursday, October 1, 2009
SwitchING TO ethnio...




Thursday, October 1, 2009
Remote Research
                                Toolkit




Thursday, October 1, 2009
5 easy pieces

                            Talk to the user
                            See what they’re doing
                            Take notes (optional)
                            Involve observers (optional)
                            Record audio & video (optional)


Thursday, October 1, 2009
Communication

                            phone               Skype / VOIP

                            Reliable            Cheap or free
                            Can be expensive    Harder for users
                            for international   Can combine with
                            Conference calls    screensharing to
                            needed for          stress user’s
                            observers           connection
                            The Past            The Future


Thursday, October 1, 2009
Screen-sharing

                            Standalone       Integrated
                             Adobe Connect    UserVue
                             LiveLook
                             WebEx
                             GoToMeeting




Thursday, October 1, 2009
Adobe Connect




Thursday, October 1, 2009
Livelook




Thursday, October 1, 2009
Webex




Thursday, October 1, 2009
Uservue




Thursday, October 1, 2009
GoToMeeting




Thursday, October 1, 2009
Taking Notes



                            Second monitor if possible
                            Excel Hack (for time codes)




Thursday, October 1, 2009
Observer Involvement


                            IM
                            Web Chat Rooms
                            Integrated Chat
                            Passing Notes



Thursday, October 1, 2009
Recording Tools

                            Hardware       Software
                             Phone Patch   Camtasia (Windows)
                             Cables        iShowU HD (Mac)




Thursday, October 1, 2009
LUNCH.
                            ASK THE INTERNET
                            OR ANYONE BESIDES

                                 ME
Thursday, October 1, 2009
djeat - A stupid way of saying "Did Ya
               Eat?" or a nickname for Derek Jeter.




Thursday, October 1, 2009
let’s get even more
                                 technical




Thursday, October 1, 2009
Phone patch set up




Thursday, October 1, 2009
Simple Set-up




Thursday, October 1, 2009
Intermediate Set-up




Thursday, October 1, 2009
Advanced Set-up




Thursday, October 1, 2009
AGAIN THE Tools




Thursday, October 1, 2009
exercise



                            Roll your own
                            What will be your base set-up?
                            Write it down




Thursday, October 1, 2009
Your version?




Thursday, October 1, 2009
Moderating for Remote




Thursday, October 1, 2009
Is it really any
                               different?
                             (Short answer: some.)




Thursday, October 1, 2009
Chances are they’ve
                 never done this before




Thursday, October 1, 2009
What they worry about




Thursday, October 1, 2009
Who are you and can I trust you?




Thursday, October 1, 2009
If you can see my screen,
                               can you see my face?




Thursday, October 1, 2009
Will you be able to take
                            control of my computer?




Thursday, October 1, 2009
Will you help me get the plug-in
                             off my computer at the end?




Thursday, October 1, 2009
Will this work if I have a
                       firewall/proxy/strict IT department?




Thursday, October 1, 2009
Is this going to end up on
                                     YouTube?




Thursday, October 1, 2009
Will I really get the incentive
                                     if I do this?




Thursday, October 1, 2009
How long will it take?




Thursday, October 1, 2009
Is it OK if I have to take a quick call
                                    in the middle?




Thursday, October 1, 2009
Is it OK if my kids/dog/homies are
                             making noise in the background?




Thursday, October 1, 2009
OXYMORON?
                            Remote empathy




Thursday, October 1, 2009
Phone Interviewing
                                Specifics




Thursday, October 1, 2009
Things sound leading




                              Pitfalls




Thursday, October 1, 2009
Body language is huge
                            Actual language is important too
                             Make sure you’re comfortable




Thursday, October 1, 2009
BREAK




Thursday, October 1, 2009
EXERCISE




Thursday, October 1, 2009
Thursday, October 1, 2009
How did it go?




Thursday, October 1, 2009
Advanced Techniques
                             High Emotions




Thursday, October 1, 2009
Advanced Techniques
                            One to many moderation




                            Multi-threading
Thursday, October 1, 2009
Future Frontiers




Thursday, October 1, 2009
Observer input
                            One more stream on your screen
                                   (Possibly 2 or 3)




Thursday, October 1, 2009
So, what could go
                                 wrong?




Thursday, October 1, 2009
3 points of failure

                                  Technology
                                     yours
                                     participant’s
                                     observer’s
                                  Recruiting
                                  Scripting


Thursday, October 1, 2009
Control what you can
                        control

                            Which is, your set up.
                            You wouldn’t go backpacking
                            without checking your gear.
                            Do it 24 hours in advance. Or else.



Thursday, October 1, 2009
Prepare for what
                            you can’t control
                              User’s dog trips over power
                              cord
                              Internet affected by local
                              weather
                              User can’t install
                              Doesn’t know how to install


Thursday, October 1, 2009
Mid-Session
                     Tech
                   Problems




Thursday, October 1, 2009
Live Recruiting
                               Problems
                      What if they gave a study and nobody
                                      came?




Thursday, October 1, 2009
Increase exposure


                             When you’re not getting
                             enough views
                             When the wrong type of users
                             are responding



Thursday, October 1, 2009
Increase incentives


                            When it’s cheaper
                            When you’re almost getting enough
                            When segments are tough




Thursday, October 1, 2009
Switch methods
                 When base traffic level isn’t high enough




Thursday, October 1, 2009
Script Problems
                                Cut the BS.




Thursday, October 1, 2009
The bottom line
                             If they’re not engaged,
                              something’s wrong.




Thursday, October 1, 2009
Burn the script
                            Find out what matters.




Thursday, October 1, 2009
SPONSORS
      Rosenfeldmedia.com - 20% off everything at with
      discount code: TRIUPA

      Loop11.com - use the referral code “Escape the
      Lab”

      UserZoom.com - 20% discount on any of the four
      licensed plan. Discount Code: Bolt&Peter
Thursday, October 1, 2009
quick feedback!
                   GO TO escapethelab.coM



Thursday, October 1, 2009
QUESTIONS




Thursday, October 1, 2009
@boltpeters
                                 @BOLTRON
                            NATE@BOLTPETERS.COM
                                  #ETLAB



Thursday, October 1, 2009
kthxbai.




Thursday, October 1, 2009

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