Remote user test methods could save seniors from isolation

How to enable your unconnected relatives to use video calls during the COVID19 lockdown.

Source - Haydn Golden

Even in the best of times, before the COVID19 outbreak, projects with internationally distributed teams often faced situations in which traveling wasn’t an option. UX researchers especially struggle with these restrictions as they often need to do physical user-tests. For these situations, a “remote user test package” can be a great solution. They are intended to generate a guided test experience for users without designers having to be physically present while testing. They also enable us to connect with users who simply don’t have internet access.

Not being connected is also the fate of many senior citizens. Isolation is part of their daily life and is now an even greater problem as senior homes prohibit visits during the COVID lockdown or because relatives fear they might infect their loved ones.

In this article, I am using the idea of remote user test packages to enable my grandparents to do video calls. This basically means: ”design a guided experience for receiving, unpacking and activating a new device, sent via post”. I decided to share my preparation workflow in this article hoping that this might help someone else in a similar situation…

So let’s do this! Here is what you’ll need:

• A tablet, old or newly purchased. Ask around if a relative or friend can spare a device during the lockdown. In this case, a large screen will be important. I recommend an Android device because they allow remote access functions.
• A protective cover to stabilize the tablet during video calls
• Ability to print (or use an online printing service)
• A4 paper
• Staplers (or anything holding A4 pages together)
• A box for sending or delivering your test package
• A mobile wifi dongle/router (probably your future users will not have access to wifi)
• Headphones if needed (large over-ear headphones to accommodate space for hearing aids)

Step Zero: Reset the device

If you’re using an old device, backup your user profile and reset it to manufacturer settings. You’ll be able to recover the previous device state after getting back the tablet.

Step One: Set up the devices

Once you have the tablet in front of you (reset or newly purchased): set it up with your future users in mind, avoiding possible complications during future use. In my case this meant:

• Install the latest system updates
• Deactivate all system pop-up notifications calling for updates every week
• Change the sizes of apps and text
• Increase the “selection time” to 1 second or more to avoid accidental button selections
• Deactivate all 3 or 4 finger interactions
• Deactivate sleep modes or screen locks or increase them from a few seconds to a few minutes
• Connect the tablet to the mobile wifi dongle and set it up to automatically connect (test this automatic connection a few times to make sure it works by turning the tablet on and off)

Step Two: Install and prepare all functions

Decide what functionality your future users will need. Here, only 2 apps were needed. If you use an Android device, you will be able to later access it remotely, install other apps or help your users with technical issues.

• Skype: Mainly because of the number of relatives already using Skype. It also enables calls and messaging from the same app.
• Teamviewer Quicksupport: An app usually used for IT support to remotely access any device. This allows you to access the user’s device and help them out from your home laptop when they are stuck (you’ll need to have Teamviewer installed on your laptop). Remote-control is only available for Android devices. In iOS only screen sharing is allowed… and for that, you can also just use Skype screen share to guide the user.

Step Three: Define what you want your users to be able to do

This is where you design the complete experience and it is also where you need to put yourself in the shoes of your future users. Here I am defining some use cases that should cover the most important steps. They can usually be grouped into two scenarios:

Scenario 1: Explains opening the package the first time or also called “unboxing”

1. A friendly introduction letter explaining what all this is for. Connected to the letter, is a step by step guide for the whole process of unpacking, plugging in and turning on the portable wifi and the tablet.

Scenario 2: Explains everyday use cases (when the tablet and wifi are unpacked and already plugged in). The most important function is video calling and accepting video calls. Remember to not overwhelm your users. I, for example, will later send my grandparents guides for sending messages and looking at images once they got used to the device.

1. Guide to: How to turn the tablet on
2. Guide to: How to turn the tablet off
3. Guide to: What do the physical buttons do
4. Guide to: What if I am lost (turning the device off to set all apps back to the initial screen)
5. Guide to: How to video call someone
6. Guide to: How to pick up a call from someone

Step Four: Create images for each step of the use cases

Creating a guide is quite simple but requires careful exactness. Using the device, you will need to go through each and every step of the use cases always starting from the lock screen, making screenshots at each moment of the process. When physical actions are needed, make sure to take a clear foto showing the device and the physical action happening (show movements in a series of photos if necessary )

Step Five: Print the booklets for each use case

(COVID19 DISCLAIMER: from here on make sure you work on recently cleaned surfaces, wear fresh gloves and a mask while handling the paper and devices. Clean the devices and cables with alcohol wipes before packing!)

Now print out the photos and screenshots, add clearly written explanation text, and finally staple the pages together. Try testing the guide with another person to make sure they are understandable. Below you will see two use cases I made:

Example: The guide for opening the package the first time. Try to be as clear as possible in each step.

Example: The guide for: How to make a video call. Its fine to also just use handwritten notes on the prints

Step Six: Pack the user test package tightly and in the right order

An easy way to make sure your users are following your instructions is to package each item separately into envelopes. Here I created separate envelopes for:

1. The wifi box
2. The cable of the tablet
3. The tablet
4. “Scenario 2 use cases”

The introduction letter including the “unboxing” steps lies on top and explains which envelope to open first, second, third and so on. Pack everything tightly and send off the package to your users or hand it over to their receptionist in person. (again: during COVID ensure hygiene at all stages of the process.)

You’re done!

Of course, connecting via video calls or giving people the possibility to receive and share photos are not meant to replace physical human contact. This article is only a guide to bring the most isolated closer to their family during a time of forced distance. Once all of this is over visiting for a cup of tea will be worth a thousand MB/s.

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