Guide to remote moderated usability testing
By: Avinash Bhujbal
Tags: UX Research, User Experience, Product Design, Usability Testing, Interaction Design

Planning a Test

You may need to do some research in the planning phase to get a more clear picture of testing and logistical details.

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Generally planning includes:

1.1 What to test

Shortlist the areas/pain points you want to focus on. List down what type of personas you want to test. As per the requirement, you can also be more specific on a certain segment of the persona. No. of users to test: 3–5 List the right tasks for users to perform, don’t be biased here. Task listing should cover all pain point you wanted to test.

T ip: Keep the above details in front of a product team, stakeholders/product owner for their input, having the third eye on it always helps.

1.2 Logistical details

Choose an online communication tool that has chat, screen sharing, and video & audio recording capabilities. Eg, Zoom, Google Meet, Skype, GoToMeeting, Join.me, Lookback.io

Ask participants for their preferred tool from the list to avoid tool learning.

Decide the date and time of testing with participants. Shortlist moderators for the testing. (Types of moderator could be: Facilitator(if required), test conductor, observer, and note lister) Design content form for a test or you can use any template available.

1.3 How to administer tasks

Make sure the tasks you are crafting are clear and simple to understand to the participant. Share prototype (If any) and task on communication tool chat window you have chosen. One task at a time to keep the participant focused. Ask participants to read the task out loud sent to them on the chat window. By doing so they understand it very well and practice speaking out loud.

Tip: If possible, have a dry run before test day to get an idea about the test environment. (With real users / team).

On Test Day

2.1 Remind users of test

Send out a reminder and instructions (if any) a night before or in the morning of the test. Prefer to send reminders on the same email chain used for an invite to keep it relevant.

Instructions that I send:

Join the call five minutes early Have your laptop/mobile fully charged Use earphone/headphone for better communication Be connected to your network Tool instructions if any

2.2 Start the test

Once a participant has joined, run him/her through the following script that I usually use for a test, you can create your own if you want to.

Hi [Participant name], thanks for taking the time to help us!

I am [Your name]; I work for the company [Company Name] as a [Designation]

I have some colleagues here with me on this call. They’ll be observing how you interact with the product to have a better understanding of product/service usability.

Is it ok if we begin recording?

[Wait for confirmation, then begin recording.]

[If the participant has not already signed the consent form, perform the following steps.]

[Share your screen.]

[Open the consent form you’d like your user to read out loud.]

This is a consent form that explains what we’re doing here today and how we will use the information. Please read this out loud, and then if you agree, please say your full name out loud.

[Wait for reading and consent.]

Please think loud as you use the product. [Show example]

There is no correct or incorrect way to do things, so don’t worry

If you ever feel stuck, please let us know

[Turn presentation control over to the user, for them to show their screen.]

Tip: Don’t hesitate to ask for follow-up and clarifying questions.

2.3 End the test

Try to end a session on time, and if it is taking more time than expected, schedule another test for it. You don’t want users to be exhausted and give you wrong answers that they never thought of.