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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.
Citation preview
REMOTE, SYNCHRONOUS USER
RESEARCH FOR INTERNATIONAL
USABILITY
A case study
Introduce case study
Methods
Process
Guidelines
Benefits and challenges
Outline
Definition:
“A facilitator interacts with a participant
who is remote and leads the research
activities in real time”
E.g. Remote usability testing
Remote, synchronous user research
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
… vs. remote & asynchronous
Case study
Online keyword research firm
Search Engine Optimisation and Pay-Per
Click
~10 years on the market
60% US 40% Europe
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
Challenges
Remote Desktop Sharing
© TechSmith
Video
Remote desktop sharing tool
Audio Price
£
££
Notes
X
X
£££
Only US and Canada!
The process
User research
• Semi-structured interviews
• Observation
• Qualitative analysis
Design
• Rapid development
Usability evaluation
• Redesigned homepage
• Redesigned main user flow
• Qualitative evaluation
2 weeks 2 weeks 2 weeks
One-to-one
Flexible interview
protocol
Prompts:
Sample demographic
Work practices
Other keyword research
tools
Remote User research: Semi-structured interview
User research
Prompts to tasks
Think-aloud protocol
Direct advice
Master-Apprenticeship
model
learning by practical
experience as if
„apprentice‟
Remote user research: observation
User research
Introduction & Set up
Demographics
Interview
Observation
Feedback
Degree of confidence with the participant
Perceptions and
expectations from the
homepage
Usability test of prototype
of the keyword research
tool
Remote usability evaluation
User research
Usability evaluation
Immediate improvements to the user
experience
A rich model of users‟ work process
A set of research-based personas
Achievements
Test your workstation
Invitation and incentives
Scheduling the sessions
Technical troubleshooting
Remote observers: pros and cons
Be prepared
Test your workstation
Desktop sharing
Screen capture software
Audio recording
Invitation and incentives
Invitation
+ incentive
Schedule Session Thank YouConfirmation
+
Consent
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
Scheduling the session
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.
…
Troubleshooting
Remote observers: pros and cons
Pros
One or more
observers
Immediate impact
on design team
At a distance
Cons
Can reduce
confidence
„Educated‟
observers
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‟
Benefits
Lack of non-verbal and environmental
cues
Not easy to manage the interpersonal
dynamics across cultural and linguistic
barriers
Challenges
Share a case study
Process
Methods
Tips
Benefits and challenges
Remote synchronous methods are an appealing proposition for both small and large firms
Conclusions
Handouts & Templates
Usercentred.net
What next?
GRAZIE!Questions?
Q&A
![[Best Practices] Remote Usability Testing](https://img.pdfslide.us/doc/110x75/554ba5edb4c905ae618b4edd/best-practices-remote-usability-testing.jpg)
