What are effective ways to avoid technical issues during remote user testing?

1 Choose the right tools

One of the most important decisions for remote user testing is selecting the tools that suit your research goals, budget, and user preferences. There are many options available, from screen-sharing and video conferencing platforms to specialized user testing software and apps. You should consider factors such as the type and complexity of the tasks, the level of interaction and moderation, the device and browser compatibility, the security and privacy of the data, and the ease of use and installation for both you and the users. You should also test the tools yourself and compare their features and limitations before choosing one.

3 Test and rehearse

Before conducting the remote user testing session, you should test and rehearse everything to make sure it works as expected. You should check your own equipment, software, internet connection, audio, video, and recording settings, and make sure you have backups and alternatives in case of failure. You should also do a dry run with a colleague or a friend, and simulate the tasks, scenarios, questions, and interactions that you will have with the users. This will help you identify and fix any potential technical issues, as well as refine your script and timing.

4 Monitor and support

During the remote user testing session, you should monitor and support the users as much as possible, without interfering with their natural behavior. You should watch and listen carefully to their actions, reactions, feedback, and comments, and take notes or use markers to highlight important moments. You should also be ready to assist them if they encounter any technical difficulties, such as connection problems, audio or video issues, software errors, or navigation challenges. You should be polite, empathetic, and patient, and guide them through the steps to resolve the issues or offer alternative solutions.

5 Follow up and evaluate

After the remote user testing session, you should follow up and evaluate the results and the process. You should thank the users for their participation, and send them any incentives or rewards that you promised. You should also ask them for their feedback on the session, and how they felt about the tools, tasks, questions, and interactions. You should also evaluate your own performance, and how well you handled the technical issues that arose. You should document and analyze the issues, and how they affected the data quality and validity. You should also look for ways to improve your remote user testing skills and methods for future sessions.

6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?