Conducting
Last Updated: October 11, 2024
Use these tips to guide you through the logistics of conducting moderated research sessions, including mobile research, taking notes, transcription software, and Veteran-specific moderating tips.
Conducting mobile sessions
Many, if not most, veterans use mobile devices, so we encourage testing designs on mobile and desktop.
Learn more about planning for and conducting mobile research.
Introducing observers
Refer to the moderator's guidance for tips on introducing observers without overwhelming the participant.
Recording sessions
You may record the audio and your screen for your sessions, however:
You must ask the user's permission at the start of the session and let your participant know on the record that you have started the recording. See the conversation guide template for language or learn more about getting participants' permission.
Perigean will keep the recordings for up to 1 week following the study. As a lead researcher, you are responsible for downloading any recordings you need for synthesis and destroying the files when you are done.
Do NOT post the session recordings to GitHub or Slack.
If you want to keep a clip for communication purposes, it is YOUR responsibility as the lead researcher to scrub the video clip of PII or PHI.
Learn more about recording user research sessions.
Communicating during the session
There is a channel in DSVA Slack called #feedback-backchannel. When running your sessions, make sure to be in that channel and that your observers know about it.
Type "observer instructions" in the channel at the beginning of your day of sessions to give them tips
At the end of your session, look at the feedback backchannel and see if anyone brought up questions you can address with your participant.
Taking notes
Primary notetaker
Each session should have a primary notetaker. Ideally, this person should be a team member, a fellow designer, or a content person. The primary notetaker's goal is to take verbatim notes. Do not input your observations/feelings/solutions in the notes. You can do this via Excel, Word, a .md file, Handrail, or any other way that works for you.
Read the notetaker guidelines.
Transcription software
You may opt to use Zoom’s transcription plug-in offered by Perigean. You can use this option to support your notes for missed words or context, but it shouldn’t be your only note-taking method because the software may have a word or context wrong. We recommend using verbatim notes supplemented with transcription.
Learn how to create a transcript of your session.
Observers
We encourage team members and stakeholders to observe research sessions, as it’s a powerful way to connect them with Veterans. But before you invite the team, consider this moderator guidance for observers.
You’ll want to provide a means for your observers to take notes before they arrive at the session. Share whatever method you use with your observers a day before starting any sessions. Here are some ideas on how observers can contribute their observations and notes:
Have observers slack their observations in the feedback channel or your team channel and then compile them in your spreadsheet
Create a Mural board and share it. A Mural template is available to help observers take notes during your sessions. If you don’t have access, you can learn how to get access to the VA Mural account here.
Make sure to send your observers the observer guidelines beforehand so they know what to expect.
No-shows
Life happens. Participants sometimes don't show up to sessions or have emergencies. Be prepared to need to reschedule some of your sessions during your study. We recommend asking for more participants than you will need and providing ample open slots for research so that you can meet your targets within your timeframe. If the no-show rate is higher than expected, Perigean will continue to recruit and schedule until your desired number is reached. Sometimes, your study may need to be extended by a day or two to accommodate.
Sharing video
There is no need to share your video or ask participants to share their video. Veterans are not instructed to share or expected to share video for the following reasons:
Logistics - sometimes getting screen sharing up and running is hard enough!
Bandwidth - Veterans in low bandwidth locations may not be able to share video
Comfort - we don't want to make any user feel uncomfortable
Participant safety and responding to emergencies during remote research sessions
As researchers, our number one priority is keeping our participants safe. When working with Veterans, it is particularly important to be aware of their psychological and physical well-being during our research sessions. If you find yourself in a session with a Veteran experiencing a medical or psychological emergency, follow the protocol below to request assistance.
Read more about emergency exit strategies.
Help and feedback
Get help from the Platform Support Team in Slack.
Submit a feature idea to the Platform.