As UX Researchers, we believe that the best way to gather data when trying to improve a product is to put it in front of people who are going to use it— the end users. We show it to them, ask them to use the product, and observe their behavior through a methodology called an In-Person Usability Test.
Usability Tests help us understand how real customers will respond to the product, specifically what they are experiencing during usage. From these tests, we are able to gather insights that can improve the user experience.
But during these trying times when social interaction between researchers and users is not an option, we must leverage technology and adjust to the circumstances through moderated Remote Usability Testing.
How does In-Person Usability Testing differ from Moderated Remote Usability Testing?
“Remote usability tests are like traditional usability tests with one key difference: the participant and facilitator are in two different physical locations.
Rather than the usability expert going to a participant’s location or vice versa, the participant interacts with the design in his own home, office or other location, and the expert watches remotely.”
— Nielsen Norman Group
Even when physical distance isn’t a deterring factor, sometimes Remote Usability Testing is the better option. To further discuss the differences between these methodologies, we listed down key features that help us which kind of testing is appropriate for the research.
Non-verbal Communication
It is easier for test facilitators to read the user’s body language. You can observe how their facial expressions correlate with their actions and words; i.e. if they tense up in frustration but don’t voice it. There is immeasurable value in witnessing these cues.
When face to face, you can also easily recognize an appropriate time for probing or follow-up questions after tasks are completed. This allows the researcher to control the pace of the test, as to not overwhelm the participants.
Socio-Economic Accessibility
Test participants don’t need to bring their own machines to the testing center. This allows for an easier recruitment of participants in the lower socio-economic brackets who may not have adequate testing resources in their homes.
Participant reach can be limited by their physical location especially in South East Asia where access to internet connectivity may vary depending on socio-economic background of the target user persona.
Controlled Test Environment
By having the test participant come into our office for a usability test, test facilitators can control the test environment, getting rid of any form of distraction.
Early Development Testing
If the product to be tested is in an early state of development, there user paths might not be complete yet. The participant might run into a dead end on the prototype and not be able to resolve the issue. This relieves the client of the pressure of having a prototype that’s 100% complete for testing, encouraging them to test early in the development phase.
Human-Computer Interaction
Remote testing allows participants to use their own devices, like computers, for the study, letting you and your team see how they set up their desktop, navigate between programs, and use tabs, for instance. This insight into how people work with their machines is valuable.
User Limitations
Recruitment may be limited to people who can use technology effectively or have the capacity to own the required equipment and gain access to the internet.
Lack of Non-Verbal Communication
It can be difficult to know when to ask a question in a remote test. Silence on the other end of the line may be caused by many different factors like, the user is confused, immersed in content, looking around the page, distracted, or experiencing technical lag.
Technical Difficulties
Difficult to troubleshoot any problems participants have with the remote tools needed to conduct the study. Users don’t have real-time physical support if they can’t get the technology to work and begin the test.
Data Security
Security could be compromised if testing sensitive, privileged, or intellectual property, but if you are doing a ‘lightweight research’ meaning if you are looking for quick iterative usability feedback it is very effective.
Although Remote Usability Testing may have some drawbacks, there are many ways to ensure that the Test is effectively implemented.
Before
During
Sources:
https://www.usertesting.com/blog/what-is-remote-usability-testing
https://www.nngroup.com/articles/remote-usability-tests/
https://www.sangereby.com/ideas-blog/blog-pages/user-testing-do-i-need-to-be-there/