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

  • Remote ResearchWorkshop
  • Photo Credit: kaboodle.com
  • 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
  • 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 remote research?
  • 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 Results Pitfalls
  • 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 different locations) 10 minutes of moderating
  • 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.
  • 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 parents are home
  • 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? ”
  • 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 weekend. Doesn’t care. Whole different interview.
  • 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.”
  • 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 listsPanelsCraigslist/online ads
  • 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
  • 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) -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”
  • 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 studies
  • 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
  • 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 ImagesFancy-Ass Analytics
  • InsightAmmunition For Ad AgenciesMore Ammunition I.A. & NavigationStill More AmmunitionJust Better Analytics
  • ModeratedSelf-Moderated For A Long TimeAutomated Live ConceptualAutomated Static Deep Behavioral UXWeb Analytics Insight
  • Moderated OpinionsSelf-Moderated For A Long TimeAutomated Live ConceptualAutomated StaticWeb Analytics
  • Moderated }Self-Moderated For A Long Time MobileAutomated Live ConceptualAutomated Static
  • 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 ImagesFancy-Ass Analytics
  • 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
  • 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 advance. OR ELSE!!
  • Prepare for what you can’t controlUser’s dog trips over powercordInternet affected by localweatherUser can’t installDoesn’t know how to install
  • 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 couple thousand miles away.
  • cyd@cydharrell.com @cydharrellEthn.io promo code: WORKSHOPLOVE
  • Thanks for coming.Go run some awesome research.