Remote and moderated user research studies are becoming more popular as a cost-effective research approach when the site’s target audience is spread out geographically (nationwide or international). However, remote user research studies by nature generate a few challenges that may easily be overcome by following a few simple techniques.

Study Setup

1. Send detailed session setup instructions
Prepare and email two sets of instructions for session setup prior to testing dates: one for the participants and the other for the observers.

2. Create individual sessions for each participant
Create unique session passwords and allocate at least 30-minute breaks in between sessions. This will prevent participants from logging into sessions other than their own.

3. Manage observer expectations in advance
As some observers may not have any prior experience with task-based user research studies (as opposed to focus groups), it is recommended to send a bulleted list of what to be expected in terms of remote and moderated task-based user research methodology and best practices (e.g. thinking out loud protocol, non-leading questions, non-encouraging tone of voice, etc.).

Session Setup

4. Plan for screen-sharing technical issues
Using a screen-sharing program for the first time might take longer than anticipated due to unexpected technical complications. Ask someone on your team to help you with calling participants 15-20 minutes prior to the start of each session and walk them through the installation process.

Always have a backup option for screen sharing. When all other attempts fail, you can email your participant the link to what you are testing and ask them to walk you through the tasks verbally as you follow their path using the mouse on your desktop for the observers’ viewing. In this case, you may need to ask additional clarification questions and be a little more expressive so your observers can get a better picture of what the participant is actually doing.

5. Minimize audio and video distractions
Use the conference call feature to mute entry/exit notifications. Remember to turn off any camera feed on your side. It is also recommended that participants do not use their webcam as it has shown to affect quality and speed of screen sharing, resulting in lags without adding much value.

Conducting Sessions

6. Include additional instructions
In addition to the standard instructions used for in-person user research studies, a couple of items need more emphasis for remote and moderated user research studies:

Emphasize to the participants the importance of using the mouse to point to objects on the screen that they are talking about. Also, do not hesitate to repeat this instruction throughout the session.

Ensure to communicate to your participants that you as the facilitator will be quiet most of the time during the study and will be taking notes of their comments.

7. Share the link to what you are testing during the session
Do not send a link to the website/prototype you are testing in advance. Rather, you may send the link to each participant within the screen-sharing program chat window right before you start with tasks. Doing this will prevent your participants from familiarizing themselves with the site prior to the user research session.

8. Maintain a fluid flow of conversation
As these studies are conducted remotely, the facilitator needs to maintain a more fluid flow of conversation compared to in-person studies. Based on experience, participants and observers feel uncomfortable with long pauses. Therefore, try to maintain a conversational flow by using transitional language from question to question and task to task.

9. Avoid unnecessary communication with observers
The facilitator should avoid any distraction during the user research sessions. Any communication with observers should be handled during the breaks in between sessions. Consider allocating a longer break after the first session to get in touch with observers and gather feedback.

Post Study

10. Preliminary Findings Recap
For those observers who are not in the same location as the facilitator, it is recommended to email a summarized list of high-level findings a couple of days after the study is completed.

A preliminary list of findings will facilitate agreement on the overall findings and will help manage expectations for the final report.

In conclusion, remote user research studies impose a few challenges, which are normally easier to control for in-person user research studies. The above-mentioned techniques can help minimize these challenges.

You can find more information on Remote User Research Tests by Nielsen Norman Group.