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Slide 1: REMOTE, SYNCHRONOUS USER RESEARCH FOR INTERNATIONAL USABILITY A case study
Slide 2: Outline Introduce case study Methods Process Guidelines Benefits and challenges
Slide 3: Remote, synchronous user research Definition: “A facilitator interacts with a participant who is remote and leads the research activities in real time” E.g. Remote usability testing
Slide 4: … vs. remote & asynchronous Definition “Observers do not have access to the participants in real time, and there is no facilitator interacting with them during data collection” called „unmoderated‟ E.g. Usability Analytics, remote card sorting Also
Slide 5: Case study Online keyword research firm Engine Optimisation and Pay-Per Search Click years on the market 60% US 40% Europe ~10
Slide 6: Challenges Unique challenges By developers, for developers of the user base  Additional features bolted on, no evolution Evolution  Small web agencies, internet start-ups, one man bands Difficult to involve representative users
Slide 7: Remote Desktop Sharing © TechSmith
Slide 8: Remote desktop sharing tool Video Audio Notes X X Only US and Canada! Price £ ££ £££
Slide 9: The process User research • Semistructured interviews • Observation • Qualitative analysis Design • Rapid development Usability evaluation • Redesigned homepage • Redesigned main user flow • Qualitative evaluation 2 weeks 2 weeks 2 weeks
Slide 10: Remote User research: Semi-structured interview One-to-one User research Flexible interview protocol Prompts: demographic Work practices Other keyword research tools Sample
Slide 11: Remote user research: observation Prompts User research to tasks protocol Think-aloud Direct advice Master-Apprenticeship model learning by practical experience as if „apprentice‟
Slide 12: Degree of confidence with the participant Feedback Observation Interview Demographics Introduction & Set up
Slide 13: Remote usability evaluation Perceptions User research Usability evaluation and expectations from the homepage Usability test of prototype of the keyword research tool 
Slide 14: Achievements Immediate improvements to the user experience A rich model of users‟ work process A set of research-based personas
Slide 15: Be prepared your workstation Invitation and incentives Scheduling the sessions Technical troubleshooting Remote observers: pros and cons Test
Slide 16: Test your workstation Desktop sharing Screen capture software Audio recording
Slide 17: Invitation and incentives Invitation + incentive Schedule Confirmation + Consent Session Thank You
Slide 18: Scheduling the session Dear XXX, My name is Giorgio Venturi and I am a user experience consultant working with YYY to improve their customer user experience. Would it be convenient for you to have our interview today, 1.30pm EST? It will last about 1 hour. Alternatively, please advise us on another time. Please find attached the consent form
Slide 19: Troubleshooting  Hi XXX YYYY, Thank you for your confirmation. The interview will begin today at 1.30pm EST (6.30 GMT) and it will last about 1 hour. The session will require desktop sharing with audio and video recording. We would like to record the session in order to analyse it in depth at a later time. The recording will be used only internally within XXXX XXX and it will not be used for any other purpose. Please confirm if you are comfortable with this. The interview session will require: 1. A PC or Mac, 2. A broadband connection 3. A landline number or alternatively Skype When you receive this email, please check if your system is ready for desktop sharing At the meeting's start time click the following link to join http://www.yugma.com/app/loading.php?user=&role=4&collsession=203084014 Your free 3 months subscription to XXXX YYYY will we activated within 1 week. … 
Slide 20: Remote observers: pros and cons Pros  One or more observers  Immediate impact on design team  At a distance Cons  Can reduce confidence  „Educated‟ observers
Slide 21: Benefits No research laboratory  Cost & timings  Real context of use  High-value, time-poor user segments  International research on a budget  Well complements agile, rapid development processes  Do not differ too much from „presence research‟ 
Slide 22: Challenges Lack of non-verbal and environmental cues Not easy to manage the interpersonal dynamics across cultural and linguistic barriers
Slide 23: Conclusions  Share a case study Process Methods Tips  Benefits and challenges   Remote synchronous methods are an appealing proposition for both small and large firms
Slide 24: What next? Handouts & Templates Usercentred.net
Slide 25: Q&A GRAZIE! Questions?