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How do you handle sensitive information when observing user interactions?

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Usability testing is a valuable method to evaluate how users interact with a product or service and identify any issues or improvements. However, sometimes you may need to observe user interactions that involve sensitive or confidential information, such as personal data, financial transactions, health records, or passwords. How do you handle such information ethically and securely when conducting usability testing? Here are some tips to help you protect the privacy and trust of your clients.

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1 Get consent and inform participants

Before you start any usability testing, get written consent from your participants and inform them about the purpose, scope, and duration of the testing. Also explain how you will observe their interactions, what kind of information you will collect, and how you will use, store, and dispose of it. Give them the option to opt out at any time and respect their preferences and boundaries.

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Mike Brzozowski

Principal UXR @ Microsoft | Scaling user research for product strategy | Mentor | Startup advisor | Angel investor
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You should get affirmative oral consent for the study as well, including for recordings, in addition to written informed consent. Participants should receive the informed consent form in advance to review on their own, but they may not fully understand the document or have questions. Before you start recording, review the major points of consent with the participant, answer any questions they have, and make it clear they can still decline without penalty (still receiving the incentive) at any time. It's your responsibility to ensure they understand the risks and their rights.

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Sarah Webster

User Researcher - UX
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Conducting remote moderated usability test sessions using online video conference platforms (such as teams and zoom) creates an additional step of consent as often a message while appear when the recording begins. Sometimes the platform will even ask participants to confirm again that they are comfortable being recorded.

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2 Use anonymization and encryption techniques

Avoid recording any personally identifiable information (PII) that could reveal the identity or location of your participants. You can use anonymization techniques such as masking, blurring, or replacing names with generic or fictional ones. Encryption techniques, like password protection, secure cloud storage, or encryption software, also help protect the data from unauthorized access.

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Cory Lebson

UX Research Consultant/Freelancer; Leader; Speaker; Instructor; Author
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When conducting real-time research, I don't think it's feasible to mask or blur information on the fly. However, when I have clients requesting that participants log into their own accounts and especially if we're recording the sessions, I ask that these clients create a generic but realistic login for participants to use. In cases, where participants do need to log in as themselves and we actually would otherwise be recording PII, I have generally paused the recording for this portion and taken notes or had someone take notes in real-time without any PII captured in any way.

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3 Follow data protection laws and standards

Depending on the type and source of the information you observe, you may need to comply with certain data protection laws and standards such as the General Data Protection Regulation (GDPR) in the European Union, the Health Insurance Portability and Accountability Act (HIPAA) in the United States, or the International Organization for Standardization (ISO) 27001. Familiarize yourself with the relevant regulations and follow the best practices for data collection, processing, retention, and deletion.

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Oscar Mayr

?? Product management ?? UX Manager ?? Service Design ?? Sustainability ?? AI
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For multi-national UX research studies, document clear protocols to ensure consistency and compliance with data protection standards, especially when different researchers within the organization are involved. This comprehensive research script documentation guarantees conformity and consistency in data protection practices throughout the study.

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4 Limit data access and sharing

When you observe user interactions, limit the access and sharing of the data to only those who need it for usability testing purposes. Also establish clear roles and responsibilities for data handling, and ensure everyone involved signs a confidentiality agreement or a non-disclosure agreement (NDA). Avoid sharing the data with third parties or external platforms unless you have the consent of your participants and the assurance of data security.

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5 Report findings without disclosing details

When you report the findings of your usability testing, focus on the insights that are relevant to your stakeholders without disclosing any sensitive information that could compromise the privacy of your participants. You can use aggregated, anonymized, or synthesized data to illustrate your points, and avoid using direct quotes, screenshots, or videos that could reveal any PII.

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Cory Lebson

UX Research Consultant/Freelancer; Leader; Speaker; Instructor; Author
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I'd really argue that no PII should be on the recording in the first place and participants should explicitly be instructed not to reveal anything personal either verbally or displayed on the screen.

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6 Destroy data after use

After you complete your usability testing and report your findings, destroy any data that contains sensitive or confidential information unless you have a valid reason and permission to keep it. Delete any digital files from your devices, cloud services, or external platforms, and shred any paper documents. Then confirm with your participants and clients that you have destroyed the data, and thank them for their cooperation and trust.

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7 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?

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How do you handle sensitive information when observing user interactions?

1

2

3

4

5

6

7

1 Get consent and inform participants

2 Use anonymization and encryption techniques

3 Follow data protection laws and standards

4 Limit data access and sharing

5 Report findings without disclosing details

6 Destroy data after use

7 Here’s what else to consider

Usability Testing

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How do you handle sensitive information when observing user interactions?

1

2

3

4

5

6

7

1 Get consent and inform participants

2 Use anonymization and encryption techniques

3 Follow data protection laws and standards

4 Limit data access and sharing

5 Report findings without disclosing details

6 Destroy data after use

7 Here’s what else to consider

Usability Testing

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