A shorter version of previous presentation about how to talk to your customers when you can't reach them for a live chat

1. Sarah Rink

2. How to get out of the building
without getting out of the building
@UXdna

3. What I won’t talk about
How to use different remote testing tools
Advantages and pitfalls of each type (moderated, unmoderated,
automatic, live, etc.)
For this you can read Nate Bolt’s amazing book ‘Remote Research’ or
watch his presentation here: http://www.slideshare.net/boltpeters/
remote-research-the-book-the-talk
@UXdna

4. This is about
A practical guide on how to interview and observe
customers remotely
@UXdna

5. PREPARE & ANTICIPATE
@UXdna

6. Example
A Spanish company wants to launch an online
restaurant listing and booking service in Brazil.
@UXdna

7. The process
2. Who?
Who you need
to talk to/test
with?
1. What?
What do you need to learn 3. How?
from it?
How can you get
there, step by step
@UXdna

8. PREPARE & ANTICIPATE
@UXdna

9. 1. What?
What do you need to learn from it?
Interview Show + Interview Beta/Online product Prototype
@UXdna

10. 1. What?
What do you need to learn from it?
Interview Show + Interview Beta/Online product Prototype
@UXdna

11. 1. What?
What do you need to learn from it?
Interview Show + Interview Beta/Online product Prototype
JOURNEY
JOURNEY +
SCRIPT OR SCRIPT OR + A PROTOTYPE
TOPIC MAP TOPIC MAP SCRIPT OR +
TOPIC MAP SCRIPT OR
TOPIC MAP
@UXdna

12. 1. What?
What do you need to learn from it?
Interview Show + Interview Beta/Online product Prototype
JOURNEY
JOURNEY +
SCRIPT OR SCRIPT OR + A PROTOTYPE
TOPIC MAP TOPIC MAP SCRIPT OR +
TOPIC MAP SCRIPT OR
TOPIC MAP
@UXdna

13. 1. What?
What do you need to learn from it?
Interview Show + Interview Beta/Online product Prototype
JOURNEY
JOURNEY +
SCRIPT OR SCRIPT OR + A PROTOTYPE
TOPIC MAP TOPIC MAP SCRIPT OR +
TOPIC MAP SCRIPT OR
TOPIC MAP
VOICE VOICE VOICE
VOICE
WEBCAM WEBCAM WEBCAM
WEBCAM
SCREEN SHARING SCREEN SHARING SCREEN SHARING
@UXdna

14. 1. What?
What do you need to learn from it?
Interview Show + Interview Beta/Online product Prototype
JOURNEY
JOURNEY +
SCRIPT OR SCRIPT OR + A PROTOTYPE
TOPIC MAP TOPIC MAP SCRIPT OR +
TOPIC MAP SCRIPT OR
TOPIC MAP
VOICE VOICE VOICE
VOICE
WEBCAM WEBCAM WEBCAM
WEBCAM
SCREEN SHARING SCREEN SHARING SCREEN SHARING
@UXdna

15. Example
An Axure prototype of a 3 page journey
@UXdna

16. Example
An Axure prototype of a 3 page journey
@UXdna

17. Example
An Axure prototype of a 3 page journey
Will need to build and
test prototype
Will need screen
sharing
Will need voice
Will need to define a
scenario to users
Will need to explain to
users that this is a
prototype, not a real
site
@UXdna

18. 2. Who?
RECRUITMENT
A. Location B. Behaviours C. Channels D. What to say?
What do you need What will you need
Where are the
to know about them to say to get their
people you will Where can you
to make them good attention
need to interview/ find them?
candidates for a (INCENTIVE!) and
test with?
test/interview? how to do it
@UXdna

19. 2. Who? Recruitment
A. LOCATION Where are the people you will need to interview/test with?
ACCESS
TIME ZONE LANGUAGES VIEWERS
TO TECHNOLOGY
Are the potential Do I speak the local What is the country’s Will I be able to stream
participants on my time language? internet connection to viewers as well?
zone?
speed like?
Do I need to hire
Central European translation? Skype says 300 kbps
Summer Time?
but you need at least
Do I need to recruit 512 kbps
What are the times of participants who speak
the day I will be able to English? Speedtest.net
talk to them/test?
@UXdna

20. Example
@UXdna

21. Example
@UXdna

22. Example
PORTUGUESE
5 HOURS BEHIND
OK SPEED
@UXdna

23. 2. Who? Recruitment
B. BEHAVIOURS What do I need to know about them?
TIGHTLY
DEFINED SET OF LOOSE SET OF
BEHAVIOURS BEHAVIOURS
I need to talk to
teenage boys who I need to talk to
have an Android people who go
phone and out dining and
download at least check for good
3 new games a restaurants online
week, every week
@UXdna

24. Example
TIGHTLY
DEFINED SET OF LOOSE SET OF
BEHAVIOURS BEHAVIOURS
We needed to know they were people who are likely to be our current hypothesis
customers, i.e. anyone with a certain level of income (+ 5 minimum wages), who
habitually looked for advice about places to eat online
@UXdna

25. Example
TIGHTLY
DEFINED SET OF LOOSE SET OF
BEHAVIOURS BEHAVIOURS
We needed to know they were people who are likely to be our current hypothesis
customers, i.e. anyone with a certain level of income (+ 5 minimum wages), who
habitually looked for advice about places to eat online
@UXdna

26. 2. Who? Recruitment
C. CHANNEL Where can I find them?
Easier Difficult
List of emails from Publish an ad or Intercept as they
Call centre contacts
current customers post in a forum use website
LIST OF EMAIL ADDRESSES
or PHONE NUMBERS
@UXdna

27. Example
Easier Difficult
List of emails from Publish an ad or Intercept as they
Call centre contacts
current customers post in a forum use website
We published a job position for NOTE: It is important to
‘site tester’ in free job posting get an idea of what sites
websites and ‘Craigslist’ style people use in the
country you are testing
lists
@UXdna

28. 2. Who? Recruitment
@UXdna

29. 2. Who? Recruitment
A. LOCATION
@UXdna

30. 2. Who? Recruitment
A. LOCATION B. BEHAVIOURS
@UXdna

31. 2. Who? Recruitment
A. LOCATION B. BEHAVIOURS C. CHANNELS
@UXdna

32. 2. Who? Recruitment
A. LOCATION B. BEHAVIOURS C. CHANNELS D. WHAT TO SAY?
@UXdna

33. 2. Who? Recruitment
A. LOCATION B. BEHAVIOURS C. CHANNELS D. WHAT TO SAY?
D1 D2 D3
Create a screener Write an email D1 + D2 = Collect
or list of questions through which you survey results, filter
with which you will send the SURVEY and select
SURVEY LINK ANSWERS
can filter out survey link
unsuitable
participants Guide for phone
screening
@UXdna

34. 2. Who?
PARTICIPANTS CONTROL SHEET
Time Time
Slot Name Skype email landline
Spain Brasil
1. Jose jsoskype1 jose@gmail.com +3400099999
1 13.00-14.00 8.00-9.00
2. Maria mariax maria@gmail.com
9
+3400099999
Dani danix maria@gmail.com
9
+3400099999
2 14.00-15.00 9.00-10.00
Gabi gabyy maria@gmail.com
9
+3400099999
Miriam miri123 maria@gmail.com
9
+3400099999
3 15.00-16.00 10.00-11.00
Marta miri888 maria@gmail.com
9
+3400099999
Marcos marquito1987 maria@gmail.com
9
+3400099999
4 16.00-17.00 11.00-12.00
Christina flowerpow81 maria@gmail.com
9
+3400099999
Juca jucakifu maria@gmail.com
9
+3400099999
5 17.00-18.00 12.00-13.00
Emilie milli34 maria@gmail.com
9
+3400099999
9
@UXdna

35. 3. How?
@UXdna

36. 3. How?
WHAT?
Interview guide
Questions
Prototype
Journey
Website
App
@UXdna

37. 3. How?
WHAT? WHO?
Interview guide List of suitable
Questions participants
Prototype Availability
Journey
Website
App
@UXdna

38. 3. How?
WHAT? WHO? HOW?
Interview guide List of suitable SHOW TIME!
Questions participants
Prototype Availability
Journey
Website
App
@UXdna

39. 3. How?
WHAT? WHO? HOW?
Interview guide List of suitable SHOW TIME!
Questions participants
Prototype Availability
Journey
Website
App
NOT YET!
@UXdna

40. 3. How?
@UXdna

41. 3. How?
PREPARE & ANTICIPATE
@UXdna

42. 3. How?
PREPARE & ANTICIPATE
What can go wrong,
will go wrong
@UXdna

43. 3. How?
PREPARE & ANTICIPATE
What can go wrong,
will go wrong
PILOT, PILOT, PILOT!
HAVE A FALL BACK PLAN
@UXdna

44. 3. How?
PILOT What problems should I be trying to mitigate in a pilot?
Problem What to check? Fallback during test
@UXdna

45. 3. How?
PILOT What problems should I be trying to mitigate in a pilot?
Problem What to check? Fallback during test
•Turn off webcam
Internet connection: •Speedtest.net can give you an idea of
•Kill other applications
gets really slow or drops the connection speed - or at least let
•Connections often better at
completely you know if participant has dial speed
weekends or holidays
•Test out screen sharing
Screen sharing: •Send ‘how to’ step by step •Alternative screen sharing
drags a lot or stops completely screenshots. platform (joinme, WebEx,
or participant can’t start it •Check Skype version (4.0 ok, 5.0 GoToMeeting, Co-pilot)
better)
Can’t hear participant
•Test your mic & speakers •Call a landline and still do
He can hear you, but you can’t
•Test their mic & speakers screen sharing
hear him - or the other way around
@UXdna

46. 3. How?
PILOT What problems should I be trying to mitigate in a pilot?
Problem What to check? Fallback during test
•Turn off webcam
Internet connection: •Speedtest.net can give you an idea of
•Kill other applications
gets really slow or drops the connection speed - or at least let
•Connections often better at
completely you know if participant has dial speed
weekends or holidays
•Test out screen sharing
Screen sharing: •Send ‘how to’ step by step •Alternative screen sharing
drags a lot or stops completely screenshots. platform (joinme, WebEx,
or participant can’t start it •Check Skype version (4.0 ok, 5.0 GoToMeeting, Co-pilot)
better)
Can’t hear participant
•Test your mic & speakers •Call a landline and still do
He can hear you, but you can’t
•Test their mic & speakers screen sharing
hear him - or the other way around
@UXdna

47. 3. How?
PILOT What problems should I be trying to mitigate in a pilot?
Problem What to check? Fallback during test
•Turn off webcam
Internet connection: •Speedtest.net can give you an idea of
•Kill other applications
gets really slow or drops the connection speed - or at least let
•Connections often better at
completely you know if participant has dial speed
weekends or holidays
•Test out screen sharing
Screen sharing: •Send ‘how to’ step by step •Alternative screen sharing
drags a lot or stops completely screenshots. platform (joinme, WebEx,
or participant can’t start it •Check Skype version (4.0 ok, 5.0 GoToMeeting, Co-pilot)
better)
Can’t hear participant
•Test your mic & speakers •Call a landline and still do
He can hear you, but you can’t
•Test their mic & speakers screen sharing
hear him - or the other way around
@UXdna

48. 3. How?
PILOT What problems should I be trying to mitigate in a pilot?
Problem What to check? Fallback during test
@UXdna

49. 3. How?
PILOT What problems should I be trying to mitigate in a pilot?
Problem What to check? Fallback during test
•Recruit spare participants or ‘floaters’
for each slot allocated for test/
No show interview, who will be waiting in case •If both participant and floater
participant doesn’t show up at someone doesn’t show up fail you, check if other floaters
show time •They only get paid if they are needed can fill the gap.
(you should make this clear when
recruiting)
•Send them a link to the prototype/
mock prototype (if you don’t want to
Prototype/site
show real thing before the test)
Can participants see the prototype
•Screen share it! •Don’t waste time, get your
exactly as I planned?
•Send link to a friend first spare participant in there
Can users access the site?
•Ask them to identify something on the
screen
@UXdna

50. 3. How?
PILOT What problems should I be trying to mitigate in a pilot?
Problem What to check? Fallback during test
•Recruit spare participants or ‘floaters’
for each slot allocated for test/
No show interview, who will be waiting in case •If both participant and floater
participant doesn’t show up at someone doesn’t show up fail you, check if other floaters
show time •They only get paid if they are needed can fill the gap.
(you should make this clear when
recruiting)
•Send them a link to the prototype/
mock prototype (if you don’t want to
Prototype/site
show real thing before the test)
Can participants see the prototype
•Screen share it! •Don’t waste time, get your
exactly as I planned?
•Send link to a friend first spare participant in there
Can users access the site?
•Ask them to identify something on the
screen
@UXdna

51. 3. How?
PILOT What problems should I be trying to mitigate in a pilot?
Problem What to check? Fallback during test
@UXdna

52. 3. How?
PILOT What problems should I be trying to mitigate in a pilot?
Problem What to check? Fallback during test
•Try recording the conversation you •Turn off your webcam
Recording
have during the pilot session •Record voice only
Does my recording set up work
•WARNING: Silverback is a little odd •Use spare participant
with the screen sharing and voice?
when webcam + screen sharing!
Language
•You shouldn’t get to the actual
I can’t understand what the •Have a conversation with the
test with someone who
participant is saying (mine or participant ahead of time and you will
doesn’t fit.
participant’s language skills aren’t be able to gauge how you
•If you did, and only realise it at
as good as I thought, accent is understand each other
the time of test, call in a spare
really difficult to understand)
@UXdna

53. 3. How?
PILOT What problems should I be trying to mitigate in a pilot?
Problem What to check? Fallback during test
•Try recording the conversation you •Turn off your webcam
Recording
have during the pilot session •Record voice only
Does my recording set up work
•WARNING: Silverback is a little odd •Use spare participant
with the screen sharing and voice?
when webcam + screen sharing!
Language
•You shouldn’t get to the actual
I can’t understand what the •Have a conversation with the
test with someone who
participant is saying (mine or participant ahead of time and you will
doesn’t fit.
participant’s language skills aren’t be able to gauge how you
•If you did, and only realise it at
as good as I thought, accent is understand each other
the time of test, call in a spare
really difficult to understand)
@UXdna

54. 3. How?
PILOT What problems should I be trying to mitigate in a pilot?
Problem What to check? Fallback during test
@UXdna

55. 3. How?
PILOT What problems should I be trying to mitigate in a pilot?
Problem What to check? Fallback during test
•WARNING: first impressions can be
deceiving, but talking to the
Bad recruiting:
participant will give you an idea. You
the participant doesn’t sound like a •Spare participant
can also ask extra screening
customer
questions, or check answers in their
questionnaire.
•It will always be a problem
Rapport
•The pilot helps!
Main drawback of not being in the •If at the time of testing
•Smile & be nice
room with participant is: How can I participants don’t feel
•Webcam, so they know you are not a
make them trust me and tell me comfortable for some reason,
machine
stuff? don’t insist, call in your spare!
•Show your surroundings, if you can
(don’t ask them to do the same)
@UXdna

56. 3. How?
PILOT What problems should I be trying to mitigate in a pilot?
Problem What to check? Fallback during test
•WARNING: first impressions can be
deceiving, but talking to the
Bad recruiting:
participant will give you an idea. You
the participant doesn’t sound like a •Spare participant
can also ask extra screening
customer
questions, or check answers in their
questionnaire.
•It will always be a problem
Rapport
•The pilot helps!
Main drawback of not being in the •If at the time of testing
•Smile & be nice
room with participant is: How can I participants don’t feel
•Webcam, so they know you are not a
make them trust me and tell me comfortable for some reason,
machine
stuff? don’t insist, call in your spare!
•Show your surroundings, if you can
(don’t ask them to do the same)
@UXdna

57. 3. How?
TEST How to set it up
1. Establish Skype
call with viewers
(separate username)
SKYPE
2. Turn off their
webcam and mic
VIEWER
SKYPE PRO
3. Add participant to
YOU the conversation
SKYPE +
Screen sharing 4. Ask them to turn
on web cam
5. Explain who are
the other people in
PARTICIPANT the call
6. Begin test!
@UXdna

58. Remote testing is cheap
@UXdna

59. Remote testing is cheap
WHAT PRODUCT COST
Recruiting Job posting list €35 (first offer is free)
Incentives Payment to participants €40 x 5 participants
Voice & Screensharing Skype Premium US$ 8.99/ 1 month subscription
Survey Monkey US$ 0
Screener
free for 30 days
Screen capturing Silverback
US$ 0
Your time Optimising hours
grand total Less than €250
@UXdna

60. Remote testing is cheap
WHAT PRODUCT COST
Recruiting Job posting list €35 (first offer is free)
Incentives Payment to participants €40 x 5 participants
Voice & Screensharing Skype Premium US$ 8.99/ 1 month subscription
Survey Monkey US$ 0
Screener
free for 30 days
Screen capturing Silverback
US$ 0
Your time Optimising hours
grand total Less than €250
@UXdna

61. Remote testing is cheap
WHAT PRODUCT COST
Recruiting Job posting list €35 (first offer is free)
Incentives Payment to participants €40 x 5 participants
Voice & Screensharing Skype Premium US$ 8.99/ 1 month subscription
Survey Monkey US$ 0
Screener
free for 30 days
Screen capturing Silverback
US$ 0
Your time Optimising hours
grand total Less than €250
@UXdna

62. Remote testing is cheap
WHAT PRODUCT COST
Recruiting Job posting list €35 (first offer is free)
Incentives Payment to participants €40 x 5 participants
Voice & Screensharing Skype Premium US$ 8.99/ 1 month subscription
Survey Monkey US$ 0
Screener
free for 30 days
Screen capturing Silverback
US$ 0
Your time Optimising hours
grand total Less than €250
@UXdna

63. Remote testing is cheap
WHAT PRODUCT COST
Recruiting Job posting list €35 (first offer is free)
Incentives Payment to participants €40 x 5 participants
Voice & Screensharing Skype Premium US$ 8.99/ 1 month subscription
Survey Monkey US$ 0
Screener
free for 30 days
Screen capturing Silverback
US$ 0
Your time Optimising hours
grand total Less than €250
@UXdna

64. Remote testing is cheap
WHAT PRODUCT COST
Recruiting Job posting list €35 (first offer is free)
Incentives Payment to participants €40 x 5 participants
Voice & Screensharing Skype Premium US$ 8.99/ 1 month subscription
Survey Monkey US$ 0
Screener
free for 30 days
Screen capturing Silverback
US$ 0
Your time Optimising hours
grand total Less than €250
@UXdna

65. Remote testing is cheap
WHAT PRODUCT COST
Recruiting Job posting list €35 (first offer is free)
Incentives Payment to participants €40 x 5 participants
Voice & Screensharing Skype Premium US$ 8.99/ 1 month subscription
Survey Monkey US$ 0
Screener
free for 30 days
Screen capturing Silverback
US$ 0
Your time Optimising hours
grand total Less than €250
@UXdna

66. Remote testing is cheap
WHAT PRODUCT COST
Recruiting Job posting list €35 (first offer is free)
Incentives Payment to participants €40 x 5 participants
Voice & Screensharing Skype Premium US$ 8.99/ 1 month subscription
Survey Monkey US$ 0
Screener
free for 30 days
Screen capturing Silverback
US$ 0
Your time Optimising hours
grand total Less than €250
@UXdna

67. Thank you!
sarah@uxdna..c o. uk
@UXdna