Remote user research
Benefits
- Remote usability testing doesn't require having a physical facility.
- Fit many sessions into a single day
- Iterate quickly
- Convenience for participants—requires less effort for participants than in-person interviews
- There are fewer no-shows with remote research, and it's easier to adjust when there are no-shows since you're not going on location.
Cons
- Doesn't work well for Ethnographic research or Contextual inquiry. Instead, do more product-focussed research when you can’t get out and into people’s environments.
Questions to ask before doing remote research:
- How important is it that we observe the participant's environment?
- Do we need to see how they interact with others or with other objects/systems?
- How comfortable are participants with technology?
Use screener and post-study questions wisely
- When screening participants, include one or two open questions to help assess their communication skills and determine whether they are willing to share more than basic responses.
- Post-study questions can be used to help verify screener answers (people aren't always honest when answering screener questions).
Tips for doing remote interviews
- Do a practice run and plan ahead of technical difficulties
- Be engaged. Don't try to multi-task during an interview. If the research isn't important enough for your full attention, don't do it at all.
- Turn on the web cam. Empathizing with people over a computer screen is difficult. Being able to see each other has a huge impact.
- Don't rely on memory recall. Record the call. Get permission beforehand, even if it's not legally required.
- Emphasize screen sharing. Have the participant show you what they're doing. This will help their Contextual recall, and give you great insights into their experience, as well as show you interesting ways they're using your product.
References
Jess Lewes. “How to Recruit for and Run Remote User Testing.” Optimal Workshop, 22 Feb. 2018, blog.optimalworkshop.com/how-to-recruit-for-and-run-remote-user-testing/. Accessed 31 Mar. 2020.
Ashlea McKay. “Ready for Take-Off: Best Practices for Creating and Launching Remote User Research Studies.” Optimal Workshop, 30 Nov. 2017, blog.optimalworkshop.com/ready-for-take-off-best-practices-for-creating-and-launching-remote-user-research-studies/. Accessed 31 Mar. 2020.
Alannah. “5 Things to Tick off before Launching a Remote Card Sort.” Optimal Workshop, 24 Aug. 2017, blog.optimalworkshop.com/5-things-to-tick-off-before-launching-a-remote-card-sort/. Accessed 31 Mar. 2020.
Lindsey Renee. “How to Run Remote User Research (like a Boss!).” Medium, 14 May 2018, medium.com/mixed-methods/how-to-run-remote-user-research-like-a-boss-b3729954f03. Accessed 31 Mar. 2020.
Kate Rutter, and Laura Klein. “Remote User Research.” What Is Wrong with UX, 7 Apr. 2020, wiwwux.libsyn.com/remote-user-research. Accessed 9 Apr. 2020. Podcast.