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Remote Research Workshop, UX Week 2012 - Cyd Harrell

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Remote Research Workshop, UX Week 2012 - Cyd Harrell

  1. Remote Research Workshop
  2. Photo Credit: kaboodle.com
  3. Remote Design Research In person Remote (2008) Remote (2012) Definition: Research where the participant is not sharing physical space with the researcher. % of qualitative research done remotely* * Source: My wild guess
  4. But it is pretty useful ...in certain situations
  5. THAT IS WHY WE GO REMOTE
  6. #UXWEEK #RR
  7. Btw I’m Cyd Harrell and assisting me is Sarah Spitler
  8. 6 YEARS 187 REMOTE STUDIES FAVORITE TOOLS: EMPATHY & DUCT TAPE (R.I.P.)
  9. OXYMORON? REMOTE EMPATHY
  10. DUAL LENS STREAMING FIELD RESEARCH • Livestream • Flip Cam • It’s the view finder, silly • Actual duct tape
  11. Since 2007
  12. Can tools make us better researchers?
  13. You can set up a pretty sweet rig
  14. But if you’re not asking the right questions it doesn’t matter.
  15. This is a great book by my old boss.
  16. Let’s jump right in
  17. What’s New with UX Research Tools?
  18. A DISTINCTION
  19. Moderated versus Automated
  20. Moderated versus Automated 10% 90%
  21. Moderated versus Automated Photo Credit: singularityhub.com
  22. Moderated GoToMeeting 5.2 Integrated Recording That’s really awesome
  23. Awesome compared to this!
  24. Moderated Hugging At Mozilla and MailChimp Photo Credit: Diane Loviglio, Mozilla
  25. Picture in picture Mobile Recording Nice face, earthling
  26. Automated Mobile App GestureTracking
  27. Automated Usabilla Mobile
  28. Task-driven Experience Sampling iOS & Android Pix or it didn’t happen!
  29. iOS Storytelling
  30. Beyond Usability
  31. HOW TO BE graceful When All Your TECHNOLOGY BREAKS
  32. Follow the buddy system
  33. It’s laptop time
  34. remoteresear.ch or dev.ethn.io/18014
  35. (BROWSER TIME)
  36. IN CASE THE INTERNET FAILS Research experience Most important thing to get out of today? Biggest fear or skepticism about remote research?
  37. PRO TIP #1: MAKE A LANDING PAGE bolt.ps
  38. Thanks, Volunteer!
  39. No sales
  40. HOW TO BE graceful When All Your TECHNOLOGY BREAKS
  41. WHAT WE’LL COVER TODAY Recruiting Moderated Automated Results Pitfalls
  42. SOME THOUGHTS ON WEB ANALYTICS What do helicopters do in action movies? Explode
  43. Now we do a little experiment
  44. EXERCISE #1 “Giraffe” Binder PDF Page 4 Table groups Pick one moderator and one participant (they need to be in different locations) 10 minutes of moderating
  45. MODERATOR Instructions Your participant has a sheet of paper and that’s it Goal: find out what kind of physical task instructions online Hint: ask them to give you a play by play of what they are doing Try and follow along with your own paper NO helping, even if you could.
  46. It’s A RACE You only have 10 minutes to do this max.
  47. Surprises?
  48. Was there emotion?
  49. OXYMORON? REMOTE EMPATHY
  50. Taking Notes Second monitor if possible Excel Hack (remoteresear.ch/samples)
  51. Observer Involvement IM Campfire (!) Integrated Chat Passing Notes
  52. WHEN DOES REMOTE WIN?
  53. NATIVE ENVIRONMENT CHEAP ETHNOGRAPHY, NOT CHEAP LAB.
  54. TIME-AWARE RESEARCH IS THE BEST
  55. I’LL TRADE YOU TIME FOR PHYSICAL PRESENCE
  56. INVOLVED OBSERVERS Easier to collaborate in real time.
  57. GEOGRAPHY TITLE TEXT
  58. WHEN DOES REMOTE LOSE?
  59. BANDWIDTH Yes, it’s still an issue.
  60. TRANSLATION It’s expensive and difficult to do live.
  61. MINORS Consent is a bear. Especially if they’re under 13.
  62. FACES Most users don’t have webcams. Webcams are a little invasive.
  63. SUPER DUPER SECURITY
  64. AN EPIC FAIL.
  65. We basically did Bad Research
  66. Kids will lie for coins People mis-assessed their English levels Bandwidth was really a problem Kids don’t play when their parents are home
  67. PRO TIP #2: HOW TO FIND ACTUAL SPEAKERS OF YOUR LANGUAGE IN ANY COUNTRY: “ What happens when you let go of a balloon? ” “ Qu'est-ce qui se passe quand vous lâchez un ballon? ”
  68. DESIGNING REMOTE STUDIES
  69. Yo Marv, get me some insight on WHY people are bailing out of checkout.
  70. Sure, Boss. Let’s combine methods. Intercept & observe 10 users live, and do 10 self- moderated with usertesting.com
  71. HEART & SOUL OF REMOTE RESEARCH Not scheduling participants.
  72. TIME-AWARE TASKS Told to find purple pumps. Has to wear this for sister’s wedding this weekend. Doesn’t care. Whole different interview.
  73. 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.”
  74. REAL TIME OBSERVERS
  75. WHAT IF IT’S NOT USABILITY?
  76. EXPERIENCE SAMPLING
  77. PROTOTYPES, WIREFRAMES, SKETCHES?
  78. HECK YES.
  79. RECRUITING FOR REMOTE
  80. RECRUITING OPTIONS Ethnio via Web or Twitter Links or house ads to online forms Recruiting agencies Customer email lists Panels Craigslist/online ads
  81. RECRUITING OPTIONS realness Grab someone in the hallway Grab someone who isn’t directly involved in your project IM your friends for a quick look Panels and recruiting agencies Real customers from marketing lists Site & offsite intercepts
  82. GOLD STANDARD Live recruiting Get as close as you can
  83. USE ETHNIO WHEN You have Website access (or Twitter conversations) Some budget Quotas are relatively simple
  84. TWITTER RECRUITING
  85. 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 RT Pro tip #3: edit your profile to mention “UX Researcher” and “Current Study: Martian Life”
  86. USE FORMS WHEN You can place a link but not code Low budget Quotas are relatively complex Options: Google Docs Wufoo
  87. Screener constraints Keep it short Always ask an open-ended question Different from surveys
  88. USE AGENCIES WHEN No website access People whine about first-time visitors Higher budget Online recruiting failed
  89. CUSTOMER LISTS Sub-segments Ownership requirements No website access
  90. PANEL
  91. Would You Use This?
  92. CRAIGSLIST When other methods don’t work No dough Takes a while Embarrassing to admit to your friends
  93. LIVE RECRUITING MATH Target: 6 recruits/hour Allow for: 1% response (low average You Need: 10,000 uniques/day
  94. TITLE TEXT
  95. remoteresear.ch/samples “Online Consent”
  96. MODERATED must-haves Consent Tech set-up The beef De-installation Thanks & incentive
  97. AUTOMATED must-haves Expectation setting Instructions The beef Thanks & incentive
  98. Recruiting Same: Good “talkers” Same: Demographic fits Different: Relevant current tasks Different: Compatible tech
  99. Logistics: What & How Provide test target Access Credentials
  100. Logistics: Who & When How to connect with the user Managing time zones Session length
  101. Paying Incentives Collect minimal personal info Deliver quickly Appropriate for location
  102. STAGED Incentives For Contextual Inquiry Start with $75, then at the end offer $25 more for environment photos Self-made diary studies
  103. EXERCISE #2 okay, 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
  104. Marv-o - what tools should we pick? I mean, tell me what to use for pete’s sake
  105. Sure, boss. There is an AVALANCHE of UX TOOLS.
  106. “At least a little behavioral” No surveys. No standard web analytics.
  107. 5 CATEGORIES
  108. Moderated Self-Moderated For A Long Time Automated Live Conceptual Automated Static Web Analytics
  109. Talk To People People Talk To A Machine For A Long Time Tasks On A Live Site Tasks On Concepts Tasks On Images Fancy-Ass Analytics
  110. Insight Ammunition For Ad Agencies More Ammunition I.A. & Navigation Still More Ammunition Just Better Analytics
  111. Moderated Self-Moderated For A Long Time Automated Live Conceptual Automated Static Deep Behavioral UX Web Analytics Insight
  112. Moderated Opinions Self-Moderated For A Long Time Automated Live Conceptual Automated Static Web Analytics
  113. Moderated } Self-Moderated For A Long Time Mobile Automated Live Conceptual Automated Static
  114. Remote Research Toolkit UNMODERATED (AKA AUTOMATED)
  115. 3 parts Provide test target Record user behavior Capture comments (optional)
  116. USABILLA Clicks & Questions Heatmaps You do your own recruiting $49 - $199
  117. LOOP11 (UN-MODERATED) TITLE TEXT
  118. TITLE TEXT
  119. GOTOMEETING - $49/MO
  120. TITLE TEXT
  121. WHAT WE USE. A LOT. • Ethnio + GTM • Usabilla + Usertesting.com • Silverback (Mac) & Camtasia (PC) • Guerrilla mobile
  122. EXERCISE #3 Rolling a design for your next study Page 8 in your binder
  123. Talk To People People Talk To A Machine For A Long Time Tasks On A Live Site Tasks On Concepts Tasks On Images Fancy-Ass Analytics
  124. EXERCISE #4 Either “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
  125. RESULTS
  126. REMEMBER, BE graceful When All Your TECHNOLOGY BREAKS
  127. WHAT USERS WORRY ABOUT
  128. WHO ARE YOU AND CAN I TRUST YOU?
  129. IF YOU CAN SEE MY SCREEN, CAN YOU SEE MY FACE?
  130. WILL YOU BE ABLE TO TAKE CONTROL OF MY COMPUTER?
  131. WILL YOU HELP ME GET THE PLUG-IN OFF MY COMPUTER AT THE END?
  132. WILL THIS WORK IF I HAVE A FIREWALL/PROXY/STRICT IT DEPARTMENT?
  133. IS THIS GOING TO END UP ON YOUTUBE?
  134. So, what could go wrong?
  135. 3 points of failure Technology yours participant’s observer’s Recruiting Test Design
  136. Control what you can control Which is, your set up. You wouldn’t go backpacking without checking your gear. Do it 24 hours in advance. OR ELSE!!
  137. Prepare for what you can’t control User’s dog trips over power cord Internet affected by local weather User can’t install Doesn’t know how to install
  138. Live Recruiting Problems What if they gave a study and nobody came?
  139. Increase exposure or try social media When you’re not getting enough views When the wrong type of users are responding
  140. Increase incentives When it’s cheaper When you’re almost getting enough When segments are tough
  141. Switch methods When base traffic level isn’t high enough
  142. Mid-Session Tech Problems mar tian? act ual
  143. There’s always a way
  144. 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.
  145. cyd@cydharrell.com @cydharrell Ethn.io promo code: WORKSHOPLOVE
  146. Thanks for coming. Go run some awesome research.

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