How to rock remote user research like a Pro!

More than ever, staying engaged with users is even more critical in these times of unprecedented disruption. But what should you do when social distancing prevents the very thing that is at the core of understanding users? One on One/ In context user sessions?

The last 6 weeks of lockdown, has seen PeepalDesign research, experiment and define best practices for conducting remote user research. They say practice makes perfect, we took that to heart and conducted over 170 remote user research sessions across the country. You read it right 170 users!

We have run a wide variety of remote user research sessions ranging across,

• Usability tests with prototypes on the moderator’s test phone
• Usability tests with mobile prototypes accessed from the cloud (access controlled)
• Live websites
• Remote focus groups
• Diary study debrief sessions

Here are some of our best practices for conducting remote user research in India

1.Plan additional time

We take for granted that there WILL be tech issues in atleast 20% of the sessions. So, we plan for fewer sessions in a day to accommodate for that. Instead of 6 sessions of 60 minutes each, we schedule only 5 sessions and plan 70 minutes per session.

2. Schedule Backups & Floaters for participants

We used to have back-up participants during in-person sessions. However during remote sessions, we have floaters. Floaters are recruited participants who are available throughout the day. Floaters are ready to join a session at short notice.

We are ready to get going with a floater within 10 minutes of facing any irretrievable tech-issues with a participant.

3. Choose the right Conference tool

Everyone seems to be using Zoom, however Zoom has widely acknowledged security concerns, so we do not recommend it if security is important for you.

While GoToMeeting works well with participants who have good internet connectivity, BlueJeans works well with all kinds of network. In general Bluejeans consumes lesser bandwidth but in addition, it also has a Low Data mode.

The low data mode switches off the video but the participant can still see screens/prototype shared by the moderator.

In the regular mode, we can see the participant’s face as well.

We have also providing lower SEC participants with 4G data packs for the session days so that they have decent internet connectivity.

4. Conduct a dry run

Participants are onboarded on to the conferencing platforms that will be used a day or two before the actual session. We run a test session to make sure everything is ok and the participant is familiar with controls.

For example, if we are using GoToMeeting, we ensure that the GoToMeeting app is downloaded on the participant’s phone and they know how to use enable screen sharing and video.

We have an additional application like BlueJeans ready as well so that in case one doesn’t work, the switch over is quick.

5. Proactively handle the paperwork (NDA, Video consent, Incentive payment)

What was one step (Fieldwork) is now split into multiple steps and spread across multiple days. I had covered this in my last post as well.

• NDA and Consent forms:

Digitally signed NDA and consent forms are procured from the participants before the sessions. We have been using DocuSign and it has been working well for us.

• Online incentives and cash receipts:

Online incentive payments are made and digitally signed cash receipts are procured after that. Again through DocuSign in our case.

6. Session Recordings

Redundancy is great during times of uncertainty! The moderator records the session using Camtasia, QuickTime, Morae but as a backup BlueJeans also saves a copy of the session on the cloud which serves as a backup. One can also download only the audio and use it for transcription.

The tech issues (internet not working or power outages) happen at researcher’s end as well as we are all relying on home broadbands which are not reliable in general especially now as the networks are overstretched beyond their capacity. So, we always have 2 researchers during the sessions and both are ready to take over if the other is experiencing bad network connection.

Social distancing doesn’t have to lead to distancing from your users and customers. Stay connected with remote user research. A little bit of advance preparation and you will be rocking your remote user research!

All the best with your remote sessions, May the fourth be with you!