Conducting remote user research during lockdown

The COVID-19 outbreak has brought many challenges to maintaining our normal lives. This has impacted how user research is conducted. What it doesn’t mean is that the research has stopped. As a fully remote company, we’ve been in this situation for some time. We love to be creative and we’ve found solutions. The main concept we have on repeat here at Code Enigma is that communication is key.

As researchers, we also have a responsibility to care for those participating in research with regard to their wellbeing, more so now than ever. Let’s consider this in detail…

Remote user research

The Government’s advice on COVID-19 details all the information needed, including staying at home and what is and is not allowed at the moment. Specifically, we’re not meant to have contact with others outside our households.

So, face-to-face research is out. Now we look to remote methods of research that are suitable for achieving the goals of the research itself.

Remote methods can impact the flow of the conversation you’re trying to have. This might mean your insights aren’t as meaningful as they could be. So, here's where you should think about how you can limit any damaging effects. Consider spending longer on the relationship-building part of the process before moving onto a recorded interview.

We spend a good amount of time on this part. We get to know our participants before we start recording anything. We know participants don’t necessarily speak the same language as us, so we use this as a way of starting off on the same page.

Make sure you have the right equipment at home, too. You might need a microphone, for example.

Ensure you’re able to comply with your company’s data information security requirements.

Make a list of your research requirements. What’s more suited to being conducted remotely? What are the priorities? See how these lists compare. Consider changing the priority of those tasks.

Face-to-face research

Simply, this is a no. If you had something scheduled:

• Get in touch with your participant as soon as you can
• See if it’s possible to do an online interview instead
• If they can’t, remember it’s not their fault, and be honest about needing to reschedule or cancelling altogether

Participant recruitment

Getting people to participate is going to be more difficult than it was. Consider where you’re seeking participants out and widen your net. Think about what online groups your target audience might be a part of and ask around.

Informed consent

Will the use of remote tools impact your ability to gain informed consent? Your recording of the conversation will create data, therefore, you must explain how you intend to securely store this data. Again, ensure you’re meeting the necessary information security requirements.

Consider your participants

Think about whether or not using remote tools will affect your connection with participants who aren’t tech-savvy.

Phone-based research might be more suitable for those who aren’t confident with computers.

Consider yourself and your team

Simply, do not work if you’re unwell.

If you’re responsible for dependents, talk to your line manager. We know schools are closed so you might need to find a way to conduct your research on a schedule that works for your new routine.

Working from home can be quite lonely. If you’re talking to a vulnerable participant, this can be emotionally draining. Communication will really help you through it.

• Talk to your team
• Talk to your line manager
• Talk to friends and family

Luckily, we have the internet and there are many tools online to utilise to combat the feeling of loneliness.

Don’t forget your privacy

It’s really easy to let something personal about yourself slip during an interview you’re conducting at home because you’re comfortable and it’s easy to forget.

Test what you look like on the camera first, meaning check you look professional, check the background is appropriate and doesn’t show anything you don’t want others to see, be it photographs or posters, for example.

Ethics

What of ethics during this time? Do you think your users might be highly stressed, anxious or even depressed? If you’re talking to key staff, are you adding pressure to their lives with your research? Here’s the context for considering your priorities.

Remember that your research has a reason, though. You might be in a position to solve problems for this audience and you deserve to conduct proper research to ensure you create the best solution possible.

It’s a trade-off, no doubt about it. Consider your research and make sure you’re maximising the benefits.

Remember business continuity

Can your team take the baton if you can’t work? How can you put them in the best possible position?

• Allow access to working documents for ongoing work. Store them in the cloud so they can access and edit them.
• Ensure colleagues know the status of your work, so they could pick it up should they need to.
• Make your work schedule including interviews accessible to others so they could conduct the interview for you if needed
• Ensure you have tested all the remote-based tools you need and that they actually work!

This doesn’t just apply to user research, there are some handy tips for working from home more generally. It’s always good to have a backup!

If you’d like some help for your company in becoming more remote-based, we’re here. Contact us.