Remote Research Workshop, UX Week 2012 - Cyd Harrell
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Remote Research Workshop, UX Week 2012 - Cyd Harrell

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Slides from my Remote Research workshop given on 8/22/2012 at UX Week 2012.

Slides from my Remote Research workshop given on 8/22/2012 at UX Week 2012.

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  • 1. Remote ResearchWorkshop
  • 2. Photo Credit: kaboodle.com
  • 3. Remote Design Research In person Remote (2008) Remote (2012)Definition:Research where theparticipant is not sharingphysical space with theresearcher. % of qualitative research done remotely* * Source: My wild guess
  • 4. But it is pretty useful...in certain situations
  • 5. THAT IS WHY WE GO REMOTE
  • 6. #UXWEEK #RR
  • 7. Btw I’m Cyd Harrelland assisting me is Sarah Spitler
  • 8. 6 YEARS187 REMOTE STUDIESFAVORITE TOOLS: EMPATHY &DUCT TAPE (R.I.P.)
  • 9. OXYMORON?REMOTE EMPATHY
  • 10. DUAL LENSSTREAMINGFIELD RESEARCH• Livestream• Flip Cam• It’s the view finder, silly• Actual duct tape
  • 11. Since 2007
  • 12. Can tools make us better researchers?
  • 13. You canset up aprettysweetrig
  • 14. But ifyou’re notasking therightquestionsit doesn’tmatter.
  • 15. This is a great book by my old boss.
  • 16. Let’s jump right in
  • 17. What’s New with UX Research Tools?
  • 18. A DISTINCTION
  • 19. Moderated versus Automated
  • 20. Moderated versus Automated10% 90%
  • 21. Moderated versus Automated Photo Credit: singularityhub.com
  • 22. ModeratedGoToMeeting 5.2Integrated RecordingThat’s really awesome
  • 23. Awesome compared to this!
  • 24. ModeratedHuggingAt Mozillaand MailChimp Photo Credit: Diane Loviglio, Mozilla
  • 25. Picture in pictureMobileRecording Nice face, earthling
  • 26. AutomatedMobile AppGestureTracking
  • 27. AutomatedUsabillaMobile
  • 28. Task-drivenExperience SamplingiOS & Android Pix or it didn’t happen!
  • 29. iOSStorytelling
  • 30. Beyond Usability
  • 31. HOW TO BEgraceful When All YourTECHNOLOGYBREAKS
  • 32. Follow the buddy system
  • 33. It’s laptop time
  • 34. remoteresear.chor dev.ethn.io/18014
  • 35. (BROWSER TIME)
  • 36. IN CASE THE INTERNET FAILSResearch experienceMost important thing to get out of today?Biggest fear or skepticism about remote research?
  • 37. PRO TIP #1: MAKE A LANDING PAGE bolt.ps
  • 38. Thanks, Volunteer!
  • 39. No sales
  • 40. HOW TO BEgraceful When All YourTECHNOLOGYBREAKS
  • 41. WHAT WE’LL COVER TODAY Recruiting Moderated Automated Results Pitfalls
  • 42. SOME THOUGHTS ON WEB ANALYTICSWhat do helicopters do in action movies? Explode
  • 43. Now we do a little experiment
  • 44. EXERCISE #1 “Giraffe”Binder PDF Page 4Table groupsPick one moderator and one participant(they need to be in different locations) 10 minutes of moderating
  • 45. MODERATOR InstructionsYour participant has a sheet of paper and that’s itGoal: find out what kind of physical taskinstructions onlineHint: ask them to give you a play by play of whatthey are doingTry and follow along with your own paper NO helping, even if you could.
  • 46. It’s A RACEYou only have 10 minutes to do thismax.
  • 47. Surprises?
  • 48. Was there emotion?
  • 49. OXYMORON?REMOTE EMPATHY
  • 50. Taking NotesSecond monitor ifpossibleExcel Hack(remoteresear.ch/samples)
  • 51. Observer InvolvementIMCampfire (!)Integrated ChatPassing Notes
  • 52. WHEN DOES REMOTE WIN?
  • 53. NATIVE ENVIRONMENTCHEAP ETHNOGRAPHY, NOT CHEAP LAB.
  • 54. TIME-AWARERESEARCH IS THE BEST
  • 55. I’LL TRADE YOU TIMEFOR PHYSICAL PRESENCE
  • 56. INVOLVED OBSERVERSEasier to collaborate in real time.
  • 57. GEOGRAPHYTITLE TEXT
  • 58. WHEN DOES REMOTE LOSE?
  • 59. BANDWIDTHYes, it’s still an issue.
  • 60. TRANSLATIONIt’s expensive and difficult to do live.
  • 61. MINORS Consent is a bear.Especially if they’re under 13.
  • 62. FACESMost users don’t have webcams.Webcams are a little invasive.
  • 63. SUPER DUPER SECURITY
  • 64. AN EPIC FAIL.
  • 65. We basically didBad Research
  • 66. Kids will lie for coinsPeople mis-assessed their English levelsBandwidth was really a problemKids don’t play when their parents are home
  • 67. PRO TIP #2: HOW TO FIND ACTUAL SPEAKERS OF YOUR LANGUAGE IN ANY COUNTRY:“ What happens when you let go of a balloon? ”“ Quest-ce qui se passe quand vous lâchez unballon? ”
  • 68. DESIGNINGREMOTE STUDIES
  • 69. Yo Marv, get me someinsight on WHY people arebailing out of checkout.
  • 70. Sure, Boss.Let’s combinemethods.Intercept &observe 10users live, anddo 10 self-moderated withusertesting.com
  • 71. HEART & SOUL OF REMOTE RESEARCHNot scheduling participants.
  • 72. TIME-AWARE TASKSTold to find purple pumps. Has to wear this for sister’s wedding this weekend. Doesn’t care. Whole different interview.
  • 73. SCRIPT FOR CUSTOMIZATION “Please look for a pair of purple pumps in your size.” “Please look for a pair of shoes you’d like to buy.”
  • 74. REAL TIME OBSERVERS
  • 75. WHAT IF IT’S NOT USABILITY?
  • 76. EXPERIENCE SAMPLING
  • 77. PROTOTYPES, WIREFRAMES, SKETCHES?
  • 78. HECK YES.
  • 79. RECRUITINGFOR REMOTE
  • 80. RECRUITING OPTIONSEthnio via Web or TwitterLinks or house ads to online formsRecruiting agenciesCustomer email listsPanelsCraigslist/online ads
  • 81. RECRUITING OPTIONS realnessGrab someone in the hallwayGrab someone who isn’t directly involvedin your projectIM your friends for a quick lookPanels and recruiting agenciesReal customers from marketing listsSite & offsite intercepts
  • 82. GOLD STANDARDLive recruitingGet as close as youcan
  • 83. USE ETHNIO WHENYou have Website access(or Twitter conversations)Some budgetQuotas are relatively simple
  • 84. TWITTER RECRUITING
  • 85. ANATOMY OF A RECRUITING TWEET@person we’re interviewing [job or characteristic] about [topic] on [dates] (paid research) -interested? [LINK] I’m looking for [job or characteristic(s)] for a [research activity] on [dates] incentive $X [LINK] please RTPro tip #3: edit your profile to mention “UX Researcher” and “Current Study: Martian Life”
  • 86. USE FORMS WHENYou can place a link but not codeLow budgetQuotas are relatively complexOptions: Google Docs Wufoo
  • 87. Screener constraintsKeep it shortAlways ask an open-endedquestionDifferent from surveys
  • 88. USE AGENCIES WHENNo website accessPeople whine about first-timevisitorsHigher budgetOnline recruiting failed
  • 89. CUSTOMER LISTSSub-segmentsOwnershiprequirementsNo website access
  • 90. PANEL
  • 91. Would YouUse This?
  • 92. CRAIGSLISTWhen other methods don’t workNo doughTakes a whileEmbarrassing to admit to your friends
  • 93. LIVE RECRUITING MATHTarget: 6 recruits/hourAllow for: 1% response (low averageYou Need: 10,000 uniques/day
  • 94. TITLE TEXT
  • 95. remoteresear.ch/samples “Online Consent”
  • 96. MODERATED must-haves Consent Tech set-up The beef De-installation Thanks & incentive
  • 97. AUTOMATED must-haves Expectation setting Instructions The beef Thanks & incentive
  • 98. RecruitingSame: Good “talkers”Same: Demographic fitsDifferent: Relevant currenttasksDifferent: Compatible tech
  • 99. Logistics: What & HowProvide testtargetAccessCredentials
  • 100. Logistics: Who & WhenHow to connect with the userManaging time zonesSession length
  • 101. Paying IncentivesCollect minimalpersonal infoDeliver quicklyAppropriate forlocation
  • 102. STAGED IncentivesFor Contextual InquiryStart with $75, then at the end offer$25 more for environment photosSelf-made diary studies
  • 103. EXERCISE #2okay, draft a screener Binder PDF Page 6 Use ethn.io or dev.ethn.io (beta) or wufoo Under 8 Questions Advanced Bonus: create an automated and moderated screener
  • 104. Marv-o - what tools shouldwe pick? I mean, tell mewhat to use for pete’s sake
  • 105. Sure, boss.There is anAVALANCHEof UX TOOLS.
  • 106. “At least a littlebehavioral”No surveys.No standard webanalytics.
  • 107. 5CATEGORIES
  • 108. ModeratedSelf-Moderated For A Long TimeAutomated Live ConceptualAutomated StaticWeb Analytics
  • 109. Talk To PeoplePeople Talk To A Machine For A Long TimeTasks On A Live Site Tasks On ConceptsTasks On ImagesFancy-Ass Analytics
  • 110. InsightAmmunition For Ad AgenciesMore Ammunition I.A. & NavigationStill More AmmunitionJust Better Analytics
  • 111. ModeratedSelf-Moderated For A Long TimeAutomated Live ConceptualAutomated Static Deep Behavioral UXWeb Analytics Insight
  • 112. Moderated OpinionsSelf-Moderated For A Long TimeAutomated Live ConceptualAutomated StaticWeb Analytics
  • 113. Moderated }Self-Moderated For A Long Time MobileAutomated Live ConceptualAutomated Static
  • 114. Remote Research ToolkitUNMODERATED (AKA AUTOMATED)
  • 115. 3 partsProvide test targetRecord user behaviorCapture comments (optional)
  • 116. USABILLAClicks & QuestionsHeatmapsYou do your own recruiting$49 - $199
  • 117. LOOP11 (UN-MODERATED) TITLE TEXT
  • 118. TITLE TEXT
  • 119. GOTOMEETING - $49/MO
  • 120. TITLE TEXT
  • 121. WHAT WE USE. A LOT.• Ethnio + GTM• Usabilla + Usertesting.com• Silverback (Mac) & Camtasia (PC)• Guerrilla mobile
  • 122. EXERCISE #3Rolling a design for your next study Page 8 in your binder
  • 123. Talk To PeoplePeople Talk To A Machine For A Long TimeTasks On A Live Site Tasks On ConceptsTasks On ImagesFancy-Ass Analytics
  • 124. EXERCISE #4Either “unmoderated” or “practice interviewing” usertesting.com usabilla - 2 months free (Sign up for an account, but cancel on the payment page. Send an email to support@usabilla.com and mention Nate & Webvisions) ethnio - 1 month free or trial. CODE: WORKSHOPLOVE
  • 125. RESULTS
  • 126. REMEMBER, BEgraceful When All YourTECHNOLOGYBREAKS
  • 127. WHAT USERS WORRY ABOUT
  • 128. WHO ARE YOU AND CAN I TRUST YOU?
  • 129. IF YOU CAN SEE MY SCREEN, CAN YOU SEE MY FACE?
  • 130. WILL YOU BE ABLE TO TAKE CONTROL OF MY COMPUTER?
  • 131. WILL YOU HELP ME GET THE PLUG-INOFF MY COMPUTER AT THE END?
  • 132. WILL THIS WORK IF I HAVE AFIREWALL/PROXY/STRICT IT DEPARTMENT?
  • 133. IS THIS GOING TO END UP ON YOUTUBE?
  • 134. So, what could go wrong?
  • 135. 3 points of failureTechnology yours participant’s observer’sRecruitingTest Design
  • 136. Control what you can controlWhich is, your set up.You wouldn’t go backpackingwithout checking your gear.Do it 24 hours in advance. OR ELSE!!
  • 137. Prepare for what you can’t controlUser’s dog trips over powercordInternet affected by localweatherUser can’t installDoesn’t know how to install
  • 138. Live Recruiting ProblemsWhat if they gave a study and nobody came?
  • 139. Increase exposure or try social media When you’re not getting enough views When the wrong type of users are responding
  • 140. Increase incentivesWhen it’s cheaperWhen you’re almost gettingenoughWhen segments are tough
  • 141. Switch methodsWhen base traffic level isn’t high enough
  • 142. Mid-Session Tech Problems mar tian?act ual
  • 143. There’s always a way
  • 144. If NASA can do THIS from 153 million miles away, we can meet our users where they are, even if we’re a couple thousand miles away.
  • 145. cyd@cydharrell.com @cydharrellEthn.io promo code: WORKSHOPLOVE
  • 146. Thanks for coming.Go run some awesome research.