This case study presents the opportunities of carrying out remote, synchronous user research for international studies. Remote research is an extremely appealing proposition for the myriad of fast, innovative, small and medium firms marketing their online services and web applications to an international audience. But it could also be used by large corporate organisations to carry out more frequent user research programs. Remote synchronous user research can include semi-structured interviews, user observations and usability testing methods. Online conferencing tools are now widely accessible and they offer audio conferencing, desktop sharing, chat and audio and video recording. In this case study, user research complemented the agile development of an online keyword research tool with a broad international audience. The goal of the first stage was to gather the requirements for the user experience redesign. The goal of the second stage was to gather feedback on the interface prototypes. Remote, synchronous user research requires thorough preparation, as traditional research does, but presents additional technical challenges: testing in advance the users’ system configuration, having a procedure for technical troubleshooting and involving stakeholders in the research as remote observers. Remote user research will never substitute contextual inquiry and usability testing, but it presents unique opportunities: it doesn’t require a research facility, it decreases travel costs and times, it can make it easier to involve specific, time poor audiences and it allows user research across the world.

1. REMOTE, SYNCHRONOUS USER
RESEARCH FOR INTERNATIONAL
USABILITY
A case study

2. Outline
 Introduce case study
Methods
Process
 Guidelines
 Benefits and challenges

3. Remote, synchronous user research
Definition:
 “A facilitator interacts with a participant
who is remote and leads the research
activities in real time”
E.g. Remote usability testing

4. … vs. remote & asynchronous
Definition
 “Observers do not have access to the
participants in real time, and there is no
facilitator interacting with them during
data collection”
Also called „unmoderated‟
E.g. Usability Analytics, remote card sorting

5. Case study
 Online keyword research firm
Search Engine Optimisation and Pay-Per
Click
~10 years on the market
60% US 40% Europe

6. Challenges
 Unique challenges
By developers, for developers
 Additional features bolted on, no evolution
Evolution of the user base
 Small web agencies, internet start-ups, one man
bands
Difficult to involve representative users

7. Remote Desktop Sharing
© TechSmith

8. Remote desktop sharing tool
Video Audio Notes Price
X £
X ££
£££
Only US and Canada!

9. The process
User Design Usability
research • Rapid evaluation
• Semi- development • Redesigned
structured homepage
interviews • Redesigned
• Observation main user flow
• Qualitative • Qualitative
analysis evaluation
2 weeks 2 weeks 2 weeks

10. Remote User research: Semi-structured interview
 One-to-one
User  Flexible interview
research
protocol
 Prompts:
Sample demographic
Work practices
Other keyword research
tools

11. Remote user research: observation
 Prompts to tasks
Think-aloud protocol
User
research
 Direct advice
 Master-Apprenticeship
model
learning by practical
experience as if
„apprentice‟

12. Degree of confidence with the participant
Feedback
Observation
Interview
Demographics
Introduction
& Set up

13. Remote usability evaluation
 Perceptions and
User Usability
expectations from the
research evaluation
homepage
 Usability test of prototype
of the keyword research
tool

14. Achievements
 Immediate improvements to the user
experience
 A rich model of users‟ work process
 A set of research-based personas

15. Be prepared
 Test your workstation
 Invitation and incentives
 Scheduling the sessions
 Technical troubleshooting
 Remote observers: pros and cons

16. Test your workstation
Desktop sharing
Screen capture software
Audio recording

17. Invitation and incentives
Invitation Schedule Confirmation Session Thank You
+ incentive +
Consent

18. Scheduling the session
Dear XXX,
My name is Giorgio Venturi and I am a user
experience consultant working with YYY to improve
their customer user experience.
Would it be convenient for you to have our interview
today, 1.30pm EST? It will last about 1 hour.
Alternatively, please advise us on another time.
Please find attached the consent form

19. Troubleshooting
 Hi XXX YYYY,
Thank you for your confirmation. The interview will begin today at 1.30pm EST
(6.30 GMT) and it will last about 1 hour.
 The session will require desktop sharing with audio and video recording. We would
like to record the session in order to analyse it in depth at a later time. The
recording will be used only internally within XXXX XXX and it will not be used for
any other purpose. Please confirm if you are comfortable with this.
The interview session will require:
1. A PC or Mac,
2. A broadband connection
3. A landline number or alternatively Skype
When you receive this email, please check if your system is ready for desktop
sharing
At the meeting's start time click the following link to join
http://www.yugma.com/app/loading.php?user=&role=4&collsession=203084014
Your free 3 months subscription to XXXX YYYY will we activated within 1 week.
…

20. Remote observers: pros and cons
Pros Cons
 One or more  Can reduce
observers confidence
 Immediate impact  „Educated‟
on design team observers
 At a distance

21. Benefits
 No research laboratory
 Cost & timings
 Real context of use
 High-value, time-poor user segments
 International research on a budget
 Well complements agile, rapid development
processes
 Do not differ too much from „presence
research‟

22. Challenges
 Lack of non-verbal and environmental
cues
 Not easy to manage the interpersonal
dynamics across cultural and linguistic
barriers

23. Conclusions
 Share a case study
Process
Methods
 Tips
 Benefits and challenges
 Remote synchronous methods are an
appealing proposition for both small and
large firms

24. What next?
 Handouts & Templates
 Usercentred.net

25. Q&A
GRAZIE!
Questions?