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UX Lx 2012 - Nate Bolt
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Remote Research
Workshop
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Photo Credit: recados-orkut.net
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Remote Design Research
Definition:
Research where the participant is not sharing physical space with the researcher.
In person
Remote
% of qualitative research done remotely*
* Source: My wild guess
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#UXLX #RR
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Bayesian methodsAnimated pedagogical agency1995Infer when users needed helpDecision Theory & Adaptive Systems Group
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Misunderstood animated pedagogical agent or spawn of Satan? ”
“
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Bad Research
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1) Academic Focus2) Lab-based3) False Premise
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THAT IS WHY WE WENT REMOTE
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Btw I’m Nate Bolt
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12 YEARS293 STUDIES3,108 PARTICIPANTS (MODERATED)118 ORGANIZATIONS21,610 HOURS
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“SOCIAL IMPACT OF DIGITAL TECHNOLOGY”
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A DINOSAUR FAMILY EXPLAINS INFORMATION ARCHITECTURE
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SF to PARIS IN TWO MINUTES
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jumboltron.com
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OMG PLEASE BUY THIS BOOK
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Let’s jump right in
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What’s New with UX Research Tools?
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BUT FIRST
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Moderated versus Automated
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Moderated versus Automated
90%10%
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Moderated versus Automated
Photo Credit: singularityhub.com
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Integrated RecordingThat’s really awesome
GoToMeeting 5.2Moderated
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HuggingModerated
Photo Credit: Diane Loviglio, Mozilla
At Mozillaand MailChimp
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UsabillaAutomated
Mobile
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HOW!TO!BEgraceful
When All Your TECHNOLOGYBREAKS
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Follow the buddy system
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It’s laptop time
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remoteresear.ch
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remoteresear.ch/lisbon
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(BROWSER TIME)
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IN CASE THE INTERNET FAILS
Research experience
Most important thing to get out of today?
Biggest fear or skepticism about remote research?
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Thanks, Volunteer!
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Four Takeaways
1. See moderated method & recording with GoToMeeting
2.Automated with Usabilla3.Self-moderated tablet hugging4.Quick incentive payment
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Eff you sales guy
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WHAT WE’LL COVER TODAY Recruiting
Moderated
Contextual Inquiry
Automated
Results
Pitfalls
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Explode
SOME THOUGHTS ON WEB ANALYTICS
What do helicopters do in action movies?
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How much practical research experience do I need to have for this workshop? ”
- Many People
“
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Will this be a long lecture or an actual workshop? ”
- Some Guy on Twitter
“
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Can we do contextual inquiries remotely? ”
- Nick Dunlavey | @ndunlavey
“
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The physical and computing ecosystem
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Now we do a little experiment
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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
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remoteresear.ch/lisbon“The Workshop Binder”
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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.
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It’s A RACE
You only have 10 minutes to do this max.
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Surprises?
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Was there emotion?
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WHEN DOES REMOTE WIN?
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Marv.Creative director UX designer product manager developer IA co-founder.
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Marv’s Boss.He’s always on a plane and loves birds.
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Hey Marv, I want to save some money on research.
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NATIVE ENVIRONMENTCHEAP ETHNOGRAPHY, NOT CHEAP LAB.
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TIME-AWARERESEARCH IS THE BEST
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I’LL TRADE YOU TIME FOR PHYSICAL PRESENCE
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INVOLVED OBSERVERS
Easier to collaborate in real time.
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TITLE TEXT
GEOGRAPHY
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WHEN DOES REMOTE LOSE?
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Hey Marv, I want feedback on our MMO video game from 13yo English speaking kids in France & Latin America with webcams.
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I guess, Boss.
Might be hard to do with remote testing.
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BANDWIDTHYes, it’s an issue.
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TRANSLATIONIt’s expensive and difficult to do live.
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MINORSConsent is a bear.
Especially if they’re under 13.
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FACES
Most users don’t have webcams.
Webcams are a little invasive.
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YOUR BOSS
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SUPER DUPER SECURITY
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AN EPIC FAIL.
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Bad ResearchWe basically did
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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
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“ What happens when you let go of a balloon? ”
HOW TO FIND ACTUAL SPEAKERS OF YOUR LANGUAGE IN ANY COUNTRY:
“ Qu'est-ce qui se passe quand vous lâchez un ballon? ”
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DESIGNINGREMOTE STUDIES
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Yo Marv, get me some insight on WHY people are bailing out of checkout.
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Sure, Boss.
Let’s combine methods. Intercept & observe 10 users live, and do 10 self-moderated with usertesting.com
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TIME-AWARE TASKSTold to find purple pumps.
Doesn’t care.
Has to wear this for sister’s wedding this weekend.
Whole different interview.
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HEART & SOUL OF REMOTE RESEARCH
Not scheduling participants.
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REAL TIME OBSERVERS
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TITLE TEXT
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PROTOTYPES, WIREFRAMES, SKETCHES?
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HECK YES.
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RECRUITINGFOR REMOTE
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RECRUITING OPTIONS
Ethnio
Links or house ads to online forms
Recruiting agencies
Customer email lists
Panels
Craigslist/online ads
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RECRUITING OPTIONS
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 intercepts
realness
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SITE ISN’T AN OPTION
GEO IP
MEMBERS ONLY
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GOLD STANDARD
Live recruiting
Get as close as you can
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USE ETHNIO WHEN
Website access
Some budget
Quotas are relatively simple
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USE FORMS WHEN
You can place a link but not code
Low budget
Quotas are relatively complex
Options:Google Docs
Wufoo
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USE AGENCIES WHEN
No website access
People whine about first-time visitors
Higher budget
Online recruiting failed
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CUSTOMER LISTS
Sub-segments
Ownership requirements
No website access
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PANEL
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SORT!OF
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CRAIGSLIST
When other methods don’t work
No dough
Takes a while
Embarrassing to admit to your friends
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LIVE RECRUITING MATH
Target: 6 recruits/hour
Allow for: 1% response (low average
You Need: 10,000 uniques/day
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TITLE TEXT
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remoteresear.ch/samples“Online Consent”
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Paying Incentives
Collect minimal personal infoDeliver quicklyAppropriate for location
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Screener constraints
Keep it short
Different from surveys
Who gets paid?
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MODERATED must-haves
Consent
Tech set-up
The beef
De-installation
Thanks & incentive
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AUTOMATED must-haves
Expectation setting
Instructions
The beef
Thanks & incentive
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Recruiting
Same: Good “talkers”
Same: Demographic fits
Different: Relevant current
tasks
Different: Compatible tech
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Logistics: What & How
Provide test target
Access
Credentials
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Logistics: Who & When
How to connect with the user
Managing time zones
Session length
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Paying Incentives
Collect minimal personal info
Deliver quickly
Appropriate for location
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STAGED Incentives
For Contextual Inquiry
Start with $75, then at the end offer $25 more for environment photos
Self-made diary studies
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Advanced planning:hybrid studies
Why use only one method?
Some methods don’t tell you the why
3-5 remote interviews is all you need
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EXERCISE #2
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
okay, draft a screener
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remoteresear.ch/lisbon“The Workshop Binder”
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Marv-o - what in the world does automated/unmoderated/asynchronous research mean?
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Sure, boss. There is an AVALANCHE of UX TOOLS.
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“At least a little behavioral”
No surveys. No standard web analytics.
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Since 2007
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Can tools make us better researchers?
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CATEGORIES
5
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Conceptual
For A Long Time
Self-Moderated
Moderated
Web Analytics
Automated Static
Automated Live
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Tasks On Concepts
For A Long Time
People Talk To A Machine
Talk To People
Fancy-Ass Analytics
Tasks On Images
Tasks On A Live Site
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I.A. & Navigation
For Ad Agencies
Ammunition
Insight
Just Better Analytics
Still More Ammunition
More Ammunition
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Conceptual
For A Long Time
Self-Moderated
Moderated
Web Analytics
Automated Static
Automated Live
Deep Behavioral UX
Insight
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Opinions
Conceptual
For A Long Time
Self-Moderated
Moderated
Web Analytics
Automated Static
Automated Live
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Ad Agencies Love It
Conceptual
For A Long Time
Self-Moderated
Moderated
Web Analytics
Automated Static
Automated Live
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Jared Spool Hates It
Conceptual
For A Long Time
Self-Moderated
Moderated
Web Analytics
Automated Static
Automated Live
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Mobile
Conceptual
For A Long Time
Self-Moderated
Moderated
Automated Static
Automated Live }
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Remote Research ToolkitUNMODERATED (AKA AUTOMATED)
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3 parts
Provide test target
Record user behavior
Capture comments (optional)
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USABILLA
Clicks & QuestionsHeatmapsYou do your own recruiting$49 - $199
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TITLE TEXT
LOOP11 (UN-MODERATED)
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TITLE TEXT
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GOTOMEETING - $39/MO
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TITLE TEXT
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WHAT WE USE. A LOT.
• Ethnio + GTM
• Usabilla + Usertesting.com
• Guerrilla mobile
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EXERCISE #3
usertesting.com - 1 free user CODE: uxlisbon2012usabilla - 2 months free (Sign up for an account, but cancel on the payment page. Send an email to [email protected] and mention UXLX)
ethnio - 1 month free or trial. CODE: WORKSHOPLOVE
Either “unmoderated” or “practice interviewing”
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RESULTS
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REMEMBER, BEgraceful
When All YourTECHNOLOGYBREAKS
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WHAT THEY WORRY ABOUT
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WHO ARE YOU AND CAN I TRUST YOU?
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IF YOU CAN SEE MY SCREEN,
CAN YOU SEE MY FACE?
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WILL YOU BE ABLE TO TAKE
CONTROL OF MY COMPUTER?
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WILL YOU HELP ME GET THE PLUG-IN
OFF MY COMPUTER AT THE END?
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WILL THIS WORK IF I HAVE AFIREWALL/PROXY/STRICT IT
DEPARTMENT?
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IS THIS GOING TO END UP ON
YOUTUBE?
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OXYMORON?REMOTE EMPATHY
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Taking Notes
Second monitor if possible
Excel Hack (remoteresear.ch/samples)
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Observer Involvement
IM
Campfire (!)
Integrated Chat
Passing Notes
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HYBRID STUDIES
Numbers actually do lie sometimes
And they don’t tell you the why
3-5 remote interviews is all you need
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So, what could go wrong?
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3 points of failure
Technologyyours
participant’s
observer’s
Recruiting
Test Design
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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.
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Prepare for whatyou 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
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Mid-SessionTech Problems
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Live Recruiting Problems
What if they gave a study and nobody came?
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Increase exposure
When you’re not getting enough views
When the wrong type of users are responding
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Increase incentives
When it’s cheaper
When you’re almost getting
enough
When segments are tough
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Switch methodsWhen base traffic level isn’t high enough
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Script ProblemsCut the BS.
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ADVANCED TECHNIQUESOne to many moderation
Multi-threading
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PORTABLE RESEARCH
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BURN THE SCRIPTFIND OUT WHAT MATTERS.
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ADVANCED TECHNIQUESHigh Emotions
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TITLE TEXT
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THE FUTUREMOBILE MOBILE MOBILE MOBILE MOBILE MOBILE MOBILE MOBILE
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DUAL LENSSTREAMINGFIELD RESEARCH
• Livestream• Flip Cam• It’s the view
finder, silly• Actual duct
tape
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DISCOUNTS!!Usertesting.com 1 free user. uxlisbon2012
Usabilla 2 months free of any plan. Sign up for an account, but cancel on the payment page. Send an email to [email protected] and mention UXLX
Ethnio 1 month free any plan. WORKSHOPLOVE
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remoteresear.ch/lisbon
(look in the slides)
DISCOUNTS!!
(for, well, that last slide)