In the wake of COVID-19, the entire planet is now more remote than ever before. While this might seem like a curse to anyone needing to work closely with users, this is quite a blessing.
While remote conferencing tools have been around for quite some time, explaining the process to participants is more comfortable now that they’ve used online tools like Zoom and Google Meet. Add the ease of scheduling with Calendly, and you have most of what you need to test your products and interview users successfully.
Tools alone won’t ensure a successful test. Instead, it’s the preparation for the test that matters, and proper prep relies on timing. With that in mind, I’ve constructed a workflow to follow leading up to your next remote collaboration.
Step 1: Write a script
Whether you’re setting up a test or interview, having a plan for the session is critical. Every minute you have with a user is valuable, so this isn’t a great time to wing it.
Interviews and testing have fundamentally different goals. Interviews should be loosely guided, allowing the user to reveal the direction the conversation will take. That doesn’t mean you’re devoid of a script, but you definitely can deviate from it.
Testing should have the same ability to roam, but you have to keep the participant focused on the tasks that you’re testing. If you seem distracted or lost, they’ll react in kind — and then the test is over.
Step 2: Setting up your tools
The COVID-19 nightmare pushed millions of people to begin using video conferencing tools. That doesn’t mean you can instantly jump into a session with participants and expect everything to flow smoothly. There will still be technical hurdles, and you still have to schedule the meetings.
Luckily, scheduling tools like Calendly are easy to use and have a free option that provides more than enough for our purposes. Zoom is now a verb; it gets the nod as the video tool of choice. The last tool that I believe is essential is Otter.ai, which will transcribe your entire session — trimming off hours of work.
Step 3: Lining up your sessions
With your tools set up, it’s time to reach out to your research cohort and schedule your sessions. If you don’t have a cohort already established, follow my guide for using surveys to build a cohort here.
While the number of sessions you conduct will vary, have a list of 5-10 participants from your cohort identified as ideal targets. Rather than emailing everyone on the list, reach out to three at a time to limit the number of times you contact any person.
In your email, include a link to your Calendly session and specifically mention that you are looking to conduct the session within the next 48-72 hours. This sounds like short notice, but when operating against a deadline, it helps to move quickly. Most people you contact will respond because of the timing, and those who can not meet the 72-hour window will often counter with an option slightly further out. As long as your research doesn’t stretch out over weeks, you have room to be flexible.
Before you send out your session invites, send yourself a copy of the email. Read through it for typos and test all links. While we’ve all made messaging mistakes before, this is a great time to double-check your work.
Step 4: Conducting the session
By the time you make it to the actual session, you’ve laid so much groundwork that this step seems straightforward. There are still be several issues that can pop up. Rather than focus on fixing the issues, I prefer to act proactively to ensure the problems never happen.
Show up early This seems obvious until you’re running late. Participants won’t know what to do if they show up before you do, so the best course of action is always to be at least five minutes early.
Request permission to record Session recordings cut down on the amount of work you need to do, so being able to record the session is a huge win. Still, your participant has the right to decline being recorded, and you must inform them of your desire to record. We’re all adults, so do the right thing.
Be familiar with the tools _ Don’t hop on a call with participants without becoming familiar with the tools you’re using. Testing ahead of the call is vital if you want to appear professional and trustworthy. It will also give you a chance to help your participants out should they struggle.
Be kind with time Just because they agreed to talk doesn’t mean they have all day. If you told them it would take 30 minutes, that’s what you are aiming for. If you needed 45 minutes, that’s your mistake — not theirs, but most people will let you go over if you ask permission.
Part 5: Follow up
Regardless of the outcome of your effort, it would help if you wrote a short thank you to everyone who participates in your sessions. In most cases, you’ll likely be the first designer that person has ever talked to, so you’re helping out the collective and paying it forward.
Further review
| Article/Video | Source/Author |
|---|---|
| Participant Scheduling with Calendly | New Pragmatic |
| Your rivals aren’t doing it all wrong | New Pragmatic |
| Remote usability testing tools | Jess Lewes |