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Len Conte   UPA   October 2008
8 + or -2 Coversations You Never Want to Have During a Remote Usability Study
Conversation #8
 Developer (10 minutes before study): I’ve decided
  to update the code with the latest feedback.

 Len (silently to self): This should be fun.
 Customer (10 minutes into study): What do all
  those red X’s mean ?
 Len : Let’s ask the developer in the observation
  room.
Conversation #7
 Len: Now that we’ve completed the study, do you
  have any other comments about your experience?
 Remote customer: Well maybe you should ask
  Justin (the sales rep)…he was actually doing most
  of the driving.
Conversation #6
 Remote customer: I hear music…is that part of the
  study?

 Len: Yeah…we want to see if you can listen to
  smooth Jazz and drag & drop at the same time.
 Seems one of my remote observers has put us on
  hold!!!
Conversation #5
 Len: What’s that sound I hear?
 Remote customer: Fire alarms…
 Len: Feel free to leave ...we can do this later!

 Remote customer: I’m good… I don’t smell any
  smoke.
Conversation #4
 Len: I’m handing over the control of the mouse to
  you, how much of my desktop can you see?

 Remote customer: not much …things look really
  big…I have control now…hmmm every time I click
  there’s an hourglass…should I REBOOT?
 Len: errr...I have this really nice paper prototype …
Conversation #3
  (3-way conversation)
 Remote Observer: What can you tell me about Jim
  (our customer)?
 Len: He’s got lots of issues…but let’s talk later...
  Jim are you on the line?
 Jim (the Customer) : Yup, been here a while…
  wanna talk about my issues now?
 Len: Hey Jim, guess you decided to dial-in a little
  early…howse the weather in Detroit!
Conversation #2a
 Len: I’m sharing. Can you see the application?

 Remote customer: Actually, I can see your entire
  desktop…is that your resume?
 Len: shhhh
Conversation #2b
 Len: Can you share your desktop?

 Remote customer: Sure…how does that look?

 Len: I didn’t know you guys are into Top Secret
  stuff!
 Remote customer: hmm…I think we need a new NDA
Conversation #2c
 Len: Before I hand over the mouse to you I’m going
  to start the recording on this end.
 Remote customer: OK…mind if record the session on
  this end too…TargetLink will be in next week and we
  always like to show them stuff you’re working on.
Conversation #1
 Len: Lets start with task number 1.

 Remote participant: [Screaming in PAIN] I think I
  just blew out my knee!!!
 Len: Are you OK?
 Remote participant : NO. Mike scared me, he came in
  without knocking … I jumped up, and jammed my knee
  into the corner of the desk… it’s definitely starting to
  swell!
 Len: Let’s move on to task 2.
Anyone with similar experiences?


Questions?

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8 + or -2 Coversations You Never Want to Have During a Remote Usability Study

  • 1. Len Conte UPA October 2008
  • 3. Conversation #8  Developer (10 minutes before study): I’ve decided to update the code with the latest feedback.  Len (silently to self): This should be fun.  Customer (10 minutes into study): What do all those red X’s mean ?  Len : Let’s ask the developer in the observation room.
  • 4. Conversation #7  Len: Now that we’ve completed the study, do you have any other comments about your experience?  Remote customer: Well maybe you should ask Justin (the sales rep)…he was actually doing most of the driving.
  • 5. Conversation #6  Remote customer: I hear music…is that part of the study?  Len: Yeah…we want to see if you can listen to smooth Jazz and drag & drop at the same time.  Seems one of my remote observers has put us on hold!!!
  • 6. Conversation #5  Len: What’s that sound I hear?  Remote customer: Fire alarms…  Len: Feel free to leave ...we can do this later!  Remote customer: I’m good… I don’t smell any smoke.
  • 7. Conversation #4  Len: I’m handing over the control of the mouse to you, how much of my desktop can you see?  Remote customer: not much …things look really big…I have control now…hmmm every time I click there’s an hourglass…should I REBOOT?  Len: errr...I have this really nice paper prototype …
  • 8. Conversation #3 (3-way conversation)  Remote Observer: What can you tell me about Jim (our customer)?  Len: He’s got lots of issues…but let’s talk later... Jim are you on the line?  Jim (the Customer) : Yup, been here a while… wanna talk about my issues now?  Len: Hey Jim, guess you decided to dial-in a little early…howse the weather in Detroit!
  • 9. Conversation #2a  Len: I’m sharing. Can you see the application?  Remote customer: Actually, I can see your entire desktop…is that your resume?  Len: shhhh
  • 10. Conversation #2b  Len: Can you share your desktop?  Remote customer: Sure…how does that look?  Len: I didn’t know you guys are into Top Secret stuff!  Remote customer: hmm…I think we need a new NDA
  • 11. Conversation #2c  Len: Before I hand over the mouse to you I’m going to start the recording on this end.  Remote customer: OK…mind if record the session on this end too…TargetLink will be in next week and we always like to show them stuff you’re working on.
  • 12. Conversation #1  Len: Lets start with task number 1.  Remote participant: [Screaming in PAIN] I think I just blew out my knee!!!  Len: Are you OK?  Remote participant : NO. Mike scared me, he came in without knocking … I jumped up, and jammed my knee into the corner of the desk… it’s definitely starting to swell!  Len: Let’s move on to task 2.
  • 13. Anyone with similar experiences? Questions?

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