"It was not an easy recruit. Directors of IT are busy people. Oddly, they’re hard to get hold of. They don’t answer calls from strangers. They don’t answer ads on web sites. The ones who do answer ads on web sites we had to double-check on by calling their company HR departments to verify they had the titles they said they did.
And now this.
“Hi! So we have some executives coming in tomorrow to observe the test sessions.” This was the researcher phoning. He was pretty pleased that his work was finally getting some attention from management. I would have been, too. But. He continued, “I need you to [oh yeah, the Phrase of Danger] call up the participants and move some of them around. We really want to see the experienced guy and the novice back-to-back because Bob [the head of marketing] can only come at 11:30 and has to leave at 1:00.”
“Sure,” I say, “we can see if the participants can flex. But your sessions are each an hour long. And they’re scheduled at 9:00, 10:30, 12:00, and 2:00. So I’m not quite clear about what you’re asking us to do.”
“I’m telling you to move the sessions,” the researcher says, “so the experienced guy is at 11:30 and the novice is at 12:30. Do whatever else you have to do to make it work.”
“Okay, let me check the availability right now while we’re on the phone,” I say. I pull up the spreadsheet of participant data. I can see that the experienced guy was only available at 9:00 am. “When we talked with Greg, the experienced guy, the only time he could come in was 9:00 am. He’s getting on a plane at 12:30 to go to New York.”
“Find another experienced guy then.” What?!
Five signs that you’re dissing your participants
You shake hands. You pay them. There’s more to respecting participants? These are some of the symptoms of treating user research participants like lab rats:
They seem interchangeable to you.
If you’re just seeing cells in a spreadsheet, consider taking a step back to think about the purpose and goals of your study.
You’re focused on the demographics or psychographics.
If it’s about segmentation, consider that unless you’re running a really large study, you don’t have representative sample, anyway. Loosen up.
Participants are just a way to deliver data.
You’ve become a usability testing factory, and putting participants through the mill is just part of your life as a cog in the company machine.
You don’t think about the effort it takes for a person to show up in your lab.
Taking part in your session is a serious investment. The session is only an hour. But you ask participants to come early. Most do. You might go over time a little bit. Sometimes. It’ll take at least a half hour for the participant to get to you from wherever she’s coming from. It’ll take another half hour for her to get wherever she’s going afterward. That’s actually more than 2 hours all together. Think about that and the price of gas.
You don’t consider that these people are your customers and this is part of their customer experience.
You and your study make another touch point between the customer and the organization that most customers don’t get the honor of experiencing. Don’t you want it to be especially good?" (Continued via Boxes and Arrows, Dana Chisnell) [Usability Resources]