Remote ResearchWorkshop
Photo Credit: kaboodle.com
Remote Design Research                                     In person                                     Remote (2008)    ...
But it is pretty useful...in certain situations
THAT IS WHY WE GO REMOTE
#UXWEEK  #RR
Btw I’m Cyd Harrelland assisting me is Sarah Spitler
6 YEARS187 REMOTE STUDIESFAVORITE TOOLS: EMPATHY &DUCT TAPE      (R.I.P.)
OXYMORON?REMOTE EMPATHY
DUAL LENSSTREAMINGFIELD RESEARCH• Livestream• Flip Cam• It’s the view  finder, silly• Actual duct  tape
Since 2007
Can tools make us better      researchers?
You canset up aprettysweetrig
But ifyou’re notasking therightquestionsit doesn’tmatter.
This is a great book by my old boss.
Let’s jump right in
What’s New with UX Research Tools?
A DISTINCTION
Moderated   versus   Automated
Moderated   versus   Automated10%                  90%
Moderated   versus   Automated                           Photo Credit: singularityhub.com
ModeratedGoToMeeting 5.2Integrated RecordingThat’s really awesome
Awesome compared to this!
ModeratedHuggingAt Mozillaand MailChimp                Photo Credit: Diane Loviglio, Mozilla
Picture in pictureMobileRecording                     Nice face,                      earthling
AutomatedMobile AppGestureTracking
AutomatedUsabillaMobile
Task-drivenExperience SamplingiOS & Android                      Pix or it didn’t                          happen!
iOSStorytelling
Beyond Usability
HOW TO BEgraceful  When All YourTECHNOLOGYBREAKS
Follow the buddy system
It’s laptop time
remoteresear.chor dev.ethn.io/18014
(BROWSER TIME)
IN CASE THE INTERNET FAILSResearch experienceMost important thing to get out of today?Biggest fear or skepticism about rem...
PRO TIP #1: MAKE A LANDING PAGE            bolt.ps
Thanks, Volunteer!
No sales
HOW TO BEgraceful  When All YourTECHNOLOGYBREAKS
WHAT WE’LL COVER TODAY   Recruiting                         Moderated                         Automated                   ...
SOME THOUGHTS ON WEB ANALYTICSWhat do helicopters do in action movies?                             Explode
Now we do a little experiment
EXERCISE #1               “Giraffe”Binder PDF Page 4Table groupsPick one moderator and one participant(they need to be in d...
MODERATOR InstructionsYour participant has a sheet of paper and that’s itGoal: find out what kind of physical taskinstructi...
It’s A RACEYou only have 10 minutes to do thismax.
Surprises?
Was there emotion?
OXYMORON?REMOTE EMPATHY
Taking NotesSecond monitor ifpossibleExcel Hack(remoteresear.ch/samples)
Observer InvolvementIMCampfire (!)Integrated ChatPassing Notes
WHEN DOES REMOTE WIN?
NATIVE ENVIRONMENTCHEAP ETHNOGRAPHY, NOT CHEAP LAB.
TIME-AWARERESEARCH IS THE BEST
I’LL TRADE YOU TIMEFOR PHYSICAL PRESENCE
INVOLVED OBSERVERSEasier to collaborate in real time.
GEOGRAPHYTITLE TEXT
WHEN DOES REMOTE LOSE?
BANDWIDTHYes, it’s still an issue.
TRANSLATIONIt’s expensive and difficult to do live.
MINORS     Consent is a bear.Especially if they’re under 13.
FACESMost users don’t have webcams.Webcams are a little invasive.
SUPER DUPER SECURITY
AN EPIC FAIL.
We basically didBad Research
Kids will lie for coinsPeople mis-assessed their English levelsBandwidth was really a problemKids don’t play when their pa...
PRO TIP #2: HOW TO FIND ACTUAL SPEAKERS   OF YOUR LANGUAGE IN ANY COUNTRY:“ What happens when you let go of a balloon? ”“ ...
DESIGNINGREMOTE STUDIES
Yo Marv, get me someinsight on WHY people arebailing out of checkout.
Sure, Boss.Let’s combinemethods.Intercept &observe 10users live, anddo 10 self-moderated withusertesting.com
HEART & SOUL OF REMOTE RESEARCHNot scheduling participants.
TIME-AWARE TASKSTold to find purple pumps.   Has to wear this for sister’s wedding this                                    ...
SCRIPT FOR CUSTOMIZATION           “Please look for a pair of purple pumps in                          your size.”        ...
REAL TIME OBSERVERS
WHAT IF IT’S NOT USABILITY?
EXPERIENCE SAMPLING
PROTOTYPES, WIREFRAMES,      SKETCHES?
HECK YES.
RECRUITINGFOR REMOTE
RECRUITING OPTIONSEthnio via Web or TwitterLinks or house ads to online formsRecruiting agenciesCustomer email listsPanels...
RECRUITING OPTIONS                                           realnessGrab someone in the hallwayGrab someone who isn’t dir...
GOLD STANDARDLive recruitingGet as close as youcan
USE ETHNIO WHENYou have Website access(or Twitter conversations)Some budgetQuotas are relatively simple
TWITTER RECRUITING
ANATOMY OF A RECRUITING TWEET@person we’re interviewing [job or characteristic] about [topic] on [dates] (paid research) -...
USE FORMS WHENYou can place a link but not codeLow budgetQuotas are relatively complexOptions:   Google Docs   Wufoo
Screener constraintsKeep it shortAlways ask an open-endedquestionDifferent from surveys
USE AGENCIES WHENNo website accessPeople whine about first-timevisitorsHigher budgetOnline recruiting failed
CUSTOMER LISTSSub-segmentsOwnershiprequirementsNo website access
PANEL
Would YouUse This?
CRAIGSLISTWhen other methods don’t workNo doughTakes a whileEmbarrassing to admit to your friends
LIVE RECRUITING MATHTarget: 6 recruits/hourAllow for: 1% response (low averageYou Need: 10,000 uniques/day
TITLE TEXT
remoteresear.ch/samples  “Online Consent”
MODERATED must-haves  Consent  Tech set-up  The beef  De-installation  Thanks & incentive
AUTOMATED must-haves Expectation setting Instructions The beef Thanks & incentive
RecruitingSame: Good “talkers”Same: Demographic fitsDifferent: Relevant currenttasksDifferent: Compatible tech
Logistics: What & HowProvide testtargetAccessCredentials
Logistics: Who & WhenHow to connect with the userManaging time zonesSession length
Paying IncentivesCollect minimalpersonal infoDeliver quicklyAppropriate forlocation
STAGED IncentivesFor Contextual InquiryStart with $75, then at the end offer$25 more for environment photosSelf-made diary ...
EXERCISE #2okay, draft a screener  Binder PDF Page 6  Use ethn.io or dev.ethn.io (beta) or wufoo  Under 8 Questions  Advan...
Marv-o - what tools shouldwe pick? I mean, tell mewhat to use for pete’s sake
Sure, boss.There is anAVALANCHEof UX TOOLS.
“At least a littlebehavioral”No surveys.No standard webanalytics.
5CATEGORIES
ModeratedSelf-Moderated       For A Long TimeAutomated Live       ConceptualAutomated StaticWeb Analytics
Talk To PeoplePeople Talk To A Machine        For A Long TimeTasks On A Live Site        Tasks On ConceptsTasks On ImagesF...
InsightAmmunition          For Ad AgenciesMore Ammunition          I.A. & NavigationStill More AmmunitionJust Better Analy...
ModeratedSelf-Moderated       For A Long TimeAutomated Live       ConceptualAutomated Static             Deep             ...
Moderated                         OpinionsSelf-Moderated       For A Long TimeAutomated Live       ConceptualAutomated Sta...
Moderated                         }Self-Moderated       For A Long Time                             MobileAutomated Live  ...
Remote Research ToolkitUNMODERATED (AKA AUTOMATED)
3 partsProvide test targetRecord user behaviorCapture comments (optional)
USABILLAClicks & QuestionsHeatmapsYou do your own recruiting$49 - $199
LOOP11 (UN-MODERATED)       TITLE TEXT
TITLE TEXT
GOTOMEETING - $49/MO
TITLE TEXT
WHAT WE USE. A LOT.•   Ethnio + GTM•   Usabilla + Usertesting.com•   Silverback (Mac) & Camtasia (PC)•   Guerrilla mobile
EXERCISE #3Rolling a design for your next study       Page 8 in your binder
Talk To PeoplePeople Talk To A Machine        For A Long TimeTasks On A Live Site        Tasks On ConceptsTasks On ImagesF...
EXERCISE #4Either “unmoderated” or “practice interviewing”      usertesting.com      usabilla - 2 months free (Sign up for...
RESULTS
REMEMBER, BEgraceful  When All YourTECHNOLOGYBREAKS
WHAT USERS WORRY ABOUT
WHO ARE YOU AND CAN    I TRUST YOU?
IF YOU CAN SEE MY     SCREEN, CAN YOU SEE MY      FACE?
WILL YOU BE ABLE    TO TAKE CONTROL OF MY   COMPUTER?
WILL YOU HELP ME GET     THE PLUG-INOFF MY COMPUTER AT      THE END?
WILL THIS WORK IF I HAVE AFIREWALL/PROXY/STRICT IT      DEPARTMENT?
IS THIS GOING TO END        UP ON      YOUTUBE?
So, what could go wrong?
3 points of failureTechnology   yours   participant’s   observer’sRecruitingTest Design
Control what you can controlWhich is, your set up.You wouldn’t go backpackingwithout checking your gear.Do it 24 hours in ...
Prepare for what    you can’t controlUser’s dog trips over powercordInternet affected by localweatherUser can’t installDoes...
Live Recruiting        ProblemsWhat if they gave a study and nobody                came?
Increase exposure or try social media  When you’re not getting  enough views  When the wrong type of  users are responding
Increase incentivesWhen it’s cheaperWhen you’re almost gettingenoughWhen segments are tough
Switch methodsWhen base traffic level isn’t high enough
Mid-Session    Tech Problems        mar tian?act ual
There’s always a way
If NASA can do THIS from 153 million miles away, we   can meet our users where they are, even if we’re a                  ...
cyd@cydharrell.com       @cydharrellEthn.io promo code: WORKSHOPLOVE
Thanks for coming.Go run some awesome research.
Remote Research Workshop, UX Week 2012 - Cyd Harrell
Remote Research Workshop, UX Week 2012 - Cyd Harrell
Remote Research Workshop, UX Week 2012 - Cyd Harrell
Remote Research Workshop, UX Week 2012 - Cyd Harrell
Remote Research Workshop, UX Week 2012 - Cyd Harrell
Remote Research Workshop, UX Week 2012 - Cyd Harrell
Remote Research Workshop, UX Week 2012 - Cyd Harrell
Remote Research Workshop, UX Week 2012 - Cyd Harrell
Remote Research Workshop, UX Week 2012 - Cyd Harrell
Remote Research Workshop, UX Week 2012 - Cyd Harrell
Remote Research Workshop, UX Week 2012 - Cyd Harrell
Remote Research Workshop, UX Week 2012 - Cyd Harrell
Remote Research Workshop, UX Week 2012 - Cyd Harrell
Remote Research Workshop, UX Week 2012 - Cyd Harrell
Remote Research Workshop, UX Week 2012 - Cyd Harrell
Remote Research Workshop, UX Week 2012 - Cyd Harrell
Remote Research Workshop, UX Week 2012 - Cyd Harrell
Remote Research Workshop, UX Week 2012 - Cyd Harrell
Remote Research Workshop, UX Week 2012 - Cyd Harrell
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.

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Remote Research Workshop, UX Week 2012 - Cyd Harrell

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