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Challenges of Remote User Interviews: A UX Researcher’s Perspective
When I moved from academia to industry, it was during the pandemic, and since then I work mostly remotely (except for some studies that require physical attendance). There is no doubt that working remotely has many advantages (in my case, being able to pet my dog all day, cook balanced meals, watch an episode of Friends while I eat lunch…). But it also presents unique challenges. In this article, I just want to recount the challenges associated with remote user interviews, and also provide the actions I use to ensure effectiveness and rapport during sessions with participants:
Technical Issues with the video call software
At UX24/7, the design research agency I work for, we use Zoom to talk to users, and during sessions we may encounter technical difficulties, or their Internet connection may be weak.
To try to avoid this problem as much as possible, it is best to perform pre-test technical checks with colleagues and have a backup plan in case problems arise. For example, run pilot tests to identify potential problems before the actual test sessions and have a solution already written down (i.e. how to share the screen or the camera, as not everyone has a lot of experience with Zoom). It is advisable to choose reliable and easy-to-use tools for screen sharing, video conferencing and task execution.
In case the Internet connection is lost, we always have the participant’s phone number to call to see how to continue, and during the screening (the process of searching for suitable participants) we would put as a criterion the fact that the participant must have a stable Internet connection during the whole session.
Selecting the Right Participants
To make the remote session a success, select the right participants for the study. Consider factors such as technology proficiency, as you may lose a lot of time dealing with technical issues during the interview. In case participants are not tech-savvy, consider adding extra time during the sessions to help them share the screen, turn on the camera, speak out loud, etc.
