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


oh


and


also


NO


time


travel


OR


lasers


HOW!TO!BEgraceful

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)


GO!TO escapethelab.coM


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.


Faces

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


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


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


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


BREAK


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

Wufoo


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

phone

Cheap or free

Harder for users

Can combine with screensharing to stress user’s connection

The Future

Skype / VOIP


Screen-sharing

Adobe Connect

LiveLook

WebEx

GoToMeeting

StandaloneUserVue

Integrated


Adobe Connect


Livelook


Webex


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

ME


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


BREAK


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

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#ETLAB


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kthxbai.


Escape The Lab Tri Upa Slides

Technology

Transcript of Escape The Lab Tri Upa Slides