Escape The Lab Tri Upa Slides

ESCAPE THE LABLET’S!GET!STARTED!MMKAY?

Thursday, October 1, 2009

I’m Nate BOLT

10 YEARS234 STUDIES2,615 PARTICIPANTS (MODERATED)89 ORGANIZATIONS19,120 HOURS

#ETLAB

remoteUSABILITY

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When All Your

TECHNOLOGYBREAKS

PLEASE!DON’T!TRIPON!THE!CABLES

SO!ANYWAY WHAT’s UP WITH YOU?

Have you conducted remote testing before? Most important thing to get out of today?Biggest concern about remote research?

IT’S!TIME!TO!BREAK!OUT!YOUR

LAPTOPAND!GET!ON!THE!WIFI

WIFI: CED"CLASSROOM(NO!PASSWORD)

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Remote Research

Definition:

Research where the participant is not sharing physical space with the researcher.

In personRemote

% of qualitative research done remotely*

*Source: BP’s best guess

a demonstration

What we’ll cover today

When to go remoteStudy DesignRecruitingToolkitModeratingPitfalls

When does remote win?

Native Environment

Cheap ethnography, not cheap lab.

Real Time

Allows self-motivated tasks.

Involved Observers

Easier to collaborate in real time.

Geography

When does remote fail?

Bandwidth

Yes, it’s an issue.

Translation

It’s expensive and difficult to do live.

Minors

Consent is a bear.Especially if they’re under 13.

Most users don’t have webcams.Webcams are a little invasive.

making the most

TIME-AWARE TasksTold to find purple pumps.

Doesn’t care.

Has to wear this for sister’s wedding this weekend.

Whole different interview.

Real Time OBservers

Change on the fly

“No one seems engaged in the laptop customizer”

“Let’s add questions about who they get recommendations from”

EXERCISEJUMP IN THE POOL

Groups of 5

Pick one moderator and one participant

10 minutes of moderating

MODERATOR Instructions

Your partner has the same puzzleGoal: find out what’s hardest about itHint: ask them to give you a play by play of what they are doingFollow along with your puzzle (remote puzzle sharing?)

NO helping, even if you could.

A PrizE

First person to finish the puzzle wins a hand-imported organic Rococo chocolate bar with four flavors to choose, including bacon, if you’re into weird stuff.

Surprises?

Designing Remote Studies

AUTOMATED Tools

plan THIS

MethodRecruitingLogisticsIncentives (optional)

MODERATED must-haves

Consent

ConsentTech set-up

ConsentTech set-upThe beef

ConsentTech set-upThe beefDe-installation

ConsentTech set-upThe beefDe-installationThanks & incentive

Re-script for remote

“Ok, I’d like you to start from the homepage, pretend you are shopping for groceries for

a party, and buy some paper plates.”

Recruiting

Same: Good talkersSame: Demographic fits

Recruiting

Same: Good talkersSame: Demographic fitsDifferent: Relevant current tasksDifferent: Compatible tech

LogisticS: What & How

Provide test targetAccessCredentials

Logistics: Who & When

How to connect with the user (we’ll discuss in Tools)

Managing time zonesSession length

Paying Incentives

Collect minimal personal infoDeliver quicklyAppropriate for location

Advanced planning:hybrid studies

Numbers actually do lie sometimesAnd they don’t tell you the why3-5 remote interviews is all you need

Portable Research

Recruiting for Remote

We all need people

Relevant tasksCompatible techGood talkersDemographic fits

Gold Standard

Live recruitingGet as close as you can

Recruiting Options

EthnioLinks or house ads to online formsRecruiting agenciesCustomer email listsPanelsCraigslist/online ads

use Ethnio when

Website accessSome budgetQuotas are relatively simple

use forms when

You can place a link but not codeLow budgetQuotas are relatively complexOptions:

Google Docs

Google docs

use Agencies when

No website accessPeople whine about first-time visitorsHigher budgetOnline recruiting failed

Customer lists

Sub-segmentsOwnership requirementsNo website access

PANELSThursday, October 1, 2009

Craigslist

When other methods don’t workNo doughTakes a whileEmbarrassing to admit

the Gold Standard again

Live recruitingGet as close as you can

Live Recruiting Math

Target: 6 recruits/hourAllow for: 1% response (low average)

You Need: 8-10,000 uniques/day

Screener constraints

Keep it shortDifferent from surveysWho gets paid?Combining is clever

Remember the Point

Tasks that align with research goalsTechnical compatibilityControl demographics

EXERCISE

Technical compatibilityControl demographicsethnio.com escape / escape

Create a live recruiting screenerEthnio or Wufoo10 questions max15 minutes

Your best questions

SwitchING TO ethnio...

Remote Research Toolkit

5 easy pieces

Talk to the userSee what they’re doingTake notes (optional)

Involve observers (optional)

Record audio & video (optional)

Communication

Reliable

Can be expensive for international

Conference calls needed for observers

The Past

Cheap or free

Harder for users

Can combine with screensharing to stress user’s connection

The Future

Skype / VOIP

Screen-sharing

Adobe Connect

LiveLook

GoToMeeting

StandaloneUserVue

Integrated

Adobe Connect

Livelook

Uservue

GoToMeeting

Taking Notes

Second monitor if possibleExcel Hack (for time codes)

Observer Involvement

IMWeb Chat RoomsIntegrated ChatPassing Notes

Recording Tools

Phone Patch

Cables

HardwareCamtasia (Windows)

iShowU HD (Mac)

Software

LUNCH.ASK!THE!INTERNETOR!ANYONE!BESIDES

djeat - A stupid way of saying "Did Ya Eat?" or a nickname for Derek Jeter.

let’s get even more technical

Phone patch set up

Simple Set-up

Intermediate Set-up

Advanced Set-up

AGAIN THE Tools

exercise

Roll your ownWhat will be your base set-up?

Write it down

Your version?

Moderating for Remote

Is it really any different?

(Short answer: some.)

Chances are they’ve never done this before

What they worry about

Who are you and can I trust you?

If you can see my screen,can you see my face?

Will you be able to takecontrol of my computer?

Will you help me get the plug-inoff my computer at the end?

Will this work if I have afirewall/proxy/strict IT department?

Is this going to end up onYouTube?

Will I really get the incentiveif I do this?

How long will it take?

Is it OK if I have to take a quick callin the middle?

Is it OK if my kids/dog/homies are making noise in the background?

OXYMORON?Remote empathy

Phone Interviewing Specifics

Pitfalls

Things sound leading

Body language is hugeActual language is important too

Make sure you’re comfortable

EXERCISE

How did it go?

Advanced TechniquesHigh Emotions

Advanced TechniquesOne to many moderation

Multi-threadingThursday, October 1, 2009

Future Frontiers

Observer inputOne more stream on your screen

(Possibly 2 or 3)

So, what could go wrong?

3 points of failure

Technologyyours

participant’s

observer’s

RecruitingScripting

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.

Prepare for whatyou can’t control

User’s dog trips over power cordInternet affected by local weatherUser can’t installDoesn’t know how to install

Mid-SessionTech

Problems

Live Recruiting Problems

What if they gave a study and nobody came?

Increase exposure

When you’re not getting enough viewsWhen the wrong type of users are responding

Increase incentives

When it’s cheaperWhen you’re almost getting enoughWhen segments are tough

Switch methodsWhen base traffic level isn’t high enough

Script ProblemsCut the BS.

The bottom lineIf they’re not engaged,

something’s wrong.

Burn the scriptFind out what matters.

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QUESTIONS

@boltpeters@BOLTRON

NATE@BOLTPETERS.COM

#ETLAB

kthxbai.

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