Sean received an email while at lunch with his team from Seattle asking for 300 remotely moderated 90 minute sessions.
The email asked him to take a breadth.
U1 is 6 people — how could U1 manage this scale?
The email asked him to take a breadth.
U1 is 6 people — how could U1 manage this scale?
Sean said 'yep we're interested, but it'll be tough to scale up the project with the size of the business."
Over the next few weeks the client in Seattle wanted to work with U1 and the project began!
Over the next few weeks the client in Seattle wanted to work with U1 and the project began!
The project objectives 
They broke the project down into 10 individual products, each needing a UX researcher and project manager.
All running simultaneously.
They just had to figure out how to turn 6 people in 16
All running simultaneously.
They just had to figure out how to turn 6 people in 16
When they started fleshing out the logistics of how they could achieve the scope the client saw what was needed and pushed the timeline to 5-6 weeks.
They also needed 8 true researchers to do this work.
They're rare & in high demand.
Sean originally thought he could be a researcher but he had to step away so he could manage the whole project.
They're rare & in high demand.
Sean originally thought he could be a researcher but he had to step away so he could manage the whole project.
Assembling the team!
Because the interviews were remote it meant the team could be distributed remotely as well.
Because the interviews were remote it meant the team could be distributed remotely as well.
At this point of the project the team had to put an Australian filter over the recruitment and questions.
To mitigate the risk with recruitment they engaged 2 different recruiters, @FarronResearch1 & KB Research
Over recruiting for no shows
Being upfront they were using 2 orgs
To mitigate the risk with recruitment they engaged 2 different recruiters, @FarronResearch1 & KB Research
Over recruiting for no shows
Being upfront they were using 2 orgs
What was the protocol to deliver on the project?
Benchmarking data collected.
There were over 7000 data points to analyse.
There were over 7000 data points to analyse.
Each individual researcher had their own zoom room that was for them.
It has a meeting room where participants joined and waited to be added to the meeting rooms.
The PM was able to see the meeting rooms without bothering the researcher.
It has a meeting room where participants joined and waited to be added to the meeting rooms.
The PM was able to see the meeting rooms without bothering the researcher.
Before starting the session the user researcher asked the participant to close all windows and program before opening a new window and only sharing that window to preserve privacy.
Surveys were used to capture metrics and ask them to complete the tasks.
Surveys were used to capture metrics and ask them to complete the tasks.
They had a note taking template & A findings document template and a schedule for the 5 week project.
Week 1, all hands meeting to get everyone on the same page with their counterpart researcher in the US.
All Australian researchers paired up and we're a moderator and a participant for the session. Scheduled a pilot session with a real person in week 1 and the live session was streamed back to the US live to watch the sessions and uploaded the video as well.
They were able to give feedback and it helped build confidence and trust with the US stakeholders that the Australian researchers were doing a good job.
At the end of Week 1 everyone in Australia reconvened to go over anything they needed for the real data collection in week 2.
At the end of Week 2 day 1 Sean checked in individually with the whole team to make sure everything was okay.
At the end of week 2 they had completed 150 interviews.
At the end of week 2 they had completed 150 interviews.
Week 3 was analysis, at the end of the week the researchers submitted the findings documents to the U1 QA team.
Week 4 was the second round of data collection. Some interviews spilled over to Saturday but the whole 150 were completed in week 4.
The availability differed, so a lot more evening sessions.
The availability differed, so a lot more evening sessions.
Week 5, second analysis, went quicker because of similar findings, off to the QA team mid week and signed off by the end of the week.
On Time!!!
On Time!!!
Small things that happened throughout the project.
Communication: too much information in the comms so people were asking questions or not following guides.
Sean decided to chill out and change his communication style.
Communication: too much information in the comms so people were asking questions or not following guides.
Sean decided to chill out and change his communication style.
Bigger problems
What went well
What did Sean and the team learn for remote moderated learnings.
Participants level of technical knowledge for managing their hardware and software.
Many participants haven't completed homework tasks.
Clients wanted participants to share their screens and you lose a time.
Participants level of technical knowledge for managing their hardware and software.
Many participants haven't completed homework tasks.
Clients wanted participants to share their screens and you lose a time.
Considerations.
Client wanted local researchers to not influence feedback.
Client wanted local researchers to not influence feedback.
Reflections
Be honest with your partner, be upfront about your concerns, and be honest with yourself.
Trust, rely on your networks
Have great processes in place
Trust your instincts on people
Rely on your experience
The size of your research company doesn't matter.
Be honest with your partner, be upfront about your concerns, and be honest with yourself.
Trust, rely on your networks
Have great processes in place
Trust your instincts on people
Rely on your experience
The size of your research company doesn't matter.
Thanks so much Sean!
@threadreaderapp unroll please!
