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<p>A lot of in-person research has been put on hold and will likely remain this way for the foreseeable future as we continue to navigate the pandemic.&nbsp;</p>

<p>To understand the critical importance of user experience (UX) research and strategy for businesses, it can be helpful to look at real-world examples.</p>

Don't Miss: The ROI of Research and Strategy

<p>While some products and projects might still require in-person studies, remote studies can provide the necessary answers and insights for many.</p>
<p>Thanks to a lot of great tools for remote collaboration and testing, product development and research sprints don’t have to stop.</p>
<p>At Delve, we’ve been doing remote research since before COVID-19, but these challenging times have given us a great opportunity to hone our craft. Here are a few tips to keep in mind as you plan and execute remote research studies:</p>
<h2>1. Test, test, test!</h2>
<p>Just like any study, run a mock interview with a co-worker to test your discussion guide and prototypes. You might learn something is too difficult to see/read on a screen or not making sense and needs some refinement.</p>
<p>The last thing you want is to spend more time acting as a tech support rather than a moderator and researcher, so confirm your participants are set up to successfully participate. You can account for participants’ varying levels of tech readiness by:</p>
<ul><li>Recruiting participants who have the technology necessary for conducting your research. Do you need to see them? Then they’ll need access to a webcam or built-in camera. Do they need to view test stimuli? They’ll need access to a screen. You might even consider if the size and type of screen matters — desktop or laptop versus a phone or tablet.</li><li>Including directions on how to use the conferencing software in your interview invite.</li><li>Scheduling a quick, five-minute test call with each participant a few days before the study to be assured they are set to go.</li></ul>
<h2>2. Everyone has a job<br></h2>
<p>First things first, ensure your research will run smoothly by testing your tools and method. Just about everything can be tested in advance of a live study.</p>
<p>Just like going into the field for in-person research, it’s important that everyone has an assigned role (e.g., moderator, note-taker, photographer, prototype wrangler). The moderator already has a lot to manage as she navigates the discussion guide and customizes each conversation, so it can be especially challenging for her to field follow-up questions from remote observers. To help the moderator focus, direct questions to the second researcher or a single note-taker who can filter and consolidate questions before passing them along. Decide ahead of time how the team will communicate during the interviews (e.g., email, chat, text). One channel between the note-taker and observers and another between the note-taker and moderator is best. Choose a method that isn’t too distracting for the moderator.</p>

12 Article Megan usability studies2

<h2>3. Virtual etiquette</h2>
<p>Creating a harmonious and inviting environment is just as important virtually as it is during in-person research, but building that rapport isn't always easy — especially on a video chat. Here are a few tips that can go a long way in helping participants feel comfortable and able to give you the best feedback and information:</p>
<ul><li>Both the moderator and the participant should have their video on at all times.</li><li>Everyone participating should close windows and turn off notifications to limit distractions.</li><li>Any observers and note takers should join on mute and with video off to limit distraction and any potential intimidation from feeling watched.</li></ul>

<p>With lives at stake, our client in the pharmaceutical industry asked our Design Insights and Strategy team to research solutions and devise a care model that would motivate patients with hepatitis C to complete the regimen successfully.</p>

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<p><span style="color: rgb(63, 77, 90);">The last point has some nuances that are unique to remote studies. A benefit to remote research is that we can have almost limitless observers, something that’s not feasible for in-person studies. One drawback of some video/web conferencing software, though, is that all of the observers are visible or known in some way. Too many watching eyes can make a participant nervous and inhibit their ability to provide answers and insight. If possible, use something like Zoom’s webinar feature to put non-essential observers into a “back room.” If you can’t do that, consider limiting the number of observers.</span><br></p>
<p>Another potential drawback of a virtual setting is the visibility of names in the attendee list. This is especially a problem if some observers need to be blinded from the participant. Observers might need to adjust their account names on the video/web conference software to maintain privacy and confidentiality. It might be necessary to remove last names and company names for that reason. Remind participants of this as well (for example, to only log in with only their first name), if anonymity is necessary.</p>
<h2>4. Encourage the art of “thinking aloud”</h2>
<p>Even with in-person research, getting participants to communicate their reactions and feedback can be a challenge. This becomes even more of a hurdle with remote research where it can be difficult to gauge body language and facial expressions. Encouraging participants to "think out loud" can be helpful&nbsp;to overcome this challenge. Explain early on that you would like them to do this and encourage it throughout. Keep in mind that everyone needs a little bit of time for processing — it’s okay to allow some silence as participants soak in what they’re seeing and hearing. If you cannot view your participant’s screen or see exactly where they are looking, remind them to “think aloud.” This may be uncomfortable and unnatural for some users. A great way to get participants comfortable with thinking aloud is by showing <a href="https://www.youtube.com/watch?v=g34tOmyKaMM" target="_blank">a quick video to demonstrate.</a>
</p>
<h2>5. Navigate physical prototypes</h2>
<p>There may be some instances where your research plans would normally have involved showing physical prototypes or stimuli. While that can be very difficult to replicate, consider if there are ways to reinvent the in-person experience before you abandon the study altogether. Some ways you might do this are by:<br></p>
<ul></ul>

<p>Delve's Design Strategy Team uses proven tools and methods to frame innovation opportunities, architect a plan to get there, and guide clients through the rollercoaster of innovation.</p>

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<ul><li>Sending prototypes to respondents (be sure to determine if you will need them back).</li><li>Showing higher-fidelity photos or videos (including 3D) to participants.</li><li>Having the moderator demonstrate features of physical prototypes for participants as needed.</li></ul><h2>A creative opportunity</h2>
<p>Research hasn't ceased due to COVID-19. In fact, the limitations of the pandemic have given researchers an opportunity to be more creative with their tools and to learn how to optimize the virtual experience, even if we can't replicate in-person research 100 percent.</p>

<p><strong>Learn more about&nbsp;<a href="https://www.delve.com/services/strategy/design-insights" target="_blank">Delve Product Design Insights & Market Research Services</a>.</strong></p>

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<p><strong>We've been doing remote research since before COVID-19, but the pandemic gave given us a great opportunity to hone our craft. </strong></p>

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Five tips for moderating remote usability studies

Five tips for moderating remote usability studies

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