The following sample scripts and forms appear throughout the body of this report to illustrate information provided in the recruiting tips. We repeat them here for your convenience:
Background Questionnaire
Confirmation Message – sample text
Dealing with Unqualified Participants – sample script
Eliciting Sensitive Information – sample script
Eliciting Web Experience - sample questions
Meeting with the system team – sample topics and questions
Minor Consent Form
Nondisclosure Agreement
Participation Consent Form
Participant Database Information to Track
Participant Screening Script and Questionnaire
Participant Summary Table
Preliminary Contact by Study Sponsor – sample script
Incentive Forms – sample receipt and voucher
Thank-You Note – sample script
Please take a few minutes to answer the following questions to help us better understand your background and areas of interest. We use this information only to provide background and usage context in which to interpret the input and feedback you’ll give us in your session today. We will keep your name confidential, and anonymously report the information you provide today.
What is your occupation and job title?
Occupation:
_________________________________________
Job title:
_________________________________________
Which of the following ranges best describes your age?
![Background Questionnaire for [study name]](http://imgdetail.ebookreading.net/design/11/9780132107532/9780132107532__233-tips-and__9780132107532__graphics__box.jpg)
Under 20
20–30
31–40
41–50
More than 50
Which of the following salary ranges best describes your current household income?
$34,000 or less
$35,000 – $45,000
$46,000 – $60,000
$61,000 – $75,000
$76, 000 or more
Do you own a home, or do you rent living space?
I own a home.
I rent living space.
I neither rent living space nor own a home.
How many hours per week do you use a computer at home? How many hours per week at work?
Home: __________________
Work: _________________
How long have you been using the Internet?
__________________
How many hours per week do you spend on the Internet, not including time spent working with email?
__________________
What items have you purchased online (on the Web) within the last three months?
____________________________________________________
——End of Sample Background Questionnaire——
Hello [participant name]:
Thank you very much for agreeing to participate in the [study name] [if as a backup, say “as a backup participant” and include wording about what is expected of a backup]. As I explained when we spoke on [day], your evaluation session will be held at [facility name], [address], in [city] on [date and time]. Please plan to arrive about 10 minutes before your scheduled session time to fill in some participant forms.
Because we are scheduling very few people for this study, it is extremely important that you keep your appointment with us. If for any reason you cannot make it, or you find you will be unavoidably late, please contact [name of person who can resolve last-minute changes], at [phone number] as soon as you know. Please do not send anyone else in your place.
If you wear glasses while using the computer, please bring them with you to your session. You will use [generic description of system—remember you probably don’t want the participant to practice in advance] to do a few tasks. Then the evaluation staff will ask you a few follow-up questions to clarify their observations to ensure they thoroughly understand your actions with the [system] and obtain any additional feedback you feel is important.
At the completion of your session, you will receive [incentive] as our thanks for your participation. [unless you will be sending the incentive later. See paragraph below.]
[If you are videotaping session]. I’d like to remind you that, with your permission, your session will be videotaped, and that these tapes will be used by the project team within the company for analysis purposes only; all personal information, including your identity, will remain company confidential.
[If you will administer a nondisclosure]. In addition, [we, or study sponsor] need you to sign a nondisclosure agreement that says you agree not to talk to anyone about the [system] you are evaluating. You may tell them that you participated in a usability study, however.
[If you will provide a meal or refreshments]. We will be providing food and beverages. The food will consist of [describe, for example, small sandwiches and cookies].
[If the incentive will not be provided at the session]. We will provide [incentive, such as the next release of software] approximately four weeks after your session. We will need the address to which you would like us to send the [incentive].
[Below, or attached] is a map and driving directions to [facility]. If you have any questions, please feel free to call me at [phone number].
Regards,
[Name]
——End of Sample Confirmation Message——
Tell the job seeker: “This is a usability evaluation of [system], and not a job opportunity. We are not employment recruiters, nor do we know what employment opportunities are available at [company]. If you would like to continue with the study tasks and the evaluation, we can. If you would prefer to end the session, we can do so. We will still honor the incentive we agreed to provide.”
Tell the incentive-only seeker: “We’d like you to focus on the tasks at hand. I assure you, you will receive the incentive we agreed to provide. Would you like to continue, or shall we end the session? We will still honor the incentive we agreed to provide.”
Tell the competitor or spy: “Thank you very much. We’ve learned enough in the session with what you have shown us already. We’re going to let you out early.” Then provide the incentive and escort him / her out.
Tell the verbally abusive participant: “You obviously have become unhappy with this session [or the software, or the website], so I am going to end the session now. We will still honor the incentive we agreed to provide, unless you don’t wish to receive it.” Then escort him or her out. If necessary, be prepared to call security for an escort, and do not hesitate to tell the participant that is what you are going to do should s/he become even more abusive.
Tell the sick participant: “It appears to me that you are not feeling very well. I don’t want to impose on you any longer, nor do I wish to become ill myself. So why don’t we end the session early and let you go home for some rest? We will still honor the incentive we agreed to provide, and we thank you for making the effort to attend the session even though you’re not feeling well.
Avoid phrasing your questions this way: | Instead phrase them this way: |
|---|---|
Age: How old are you? | Please tell me which of the following ranges your age falls within: 21–25 years, 26–30 years, 31–35 years, 36–40 years, more than 40 years. |
Gender: What is your sex? [or] Are you male or female? | It is best not to ask these questions at all. Rather, use aural cues, such a voice pitch, or visual cues, such as spelling of candidate’s name, to determine gender. If, after interviewing the candidate, you still are unsure, make note of it on the questionnaire. However, if you are prescreening with an email message, it would be acceptable to ask respondents to indicate gender. |
Employment status: Are you employed, unemployed, or retired? | What is your current occupation? |
Household income: How much money do you earn per year? | Please tell me which of the following ranges your annual household income falls within: (USD) $15–30k, $31–45k, $46–60k, more than $60k. [If you keep the ranges wide, people likely will feel more comfortable placing themselves within one.] |
Language skills: How long have you been speaking [Language]? | Is [Language] your first or second, language? [If not the first language] Where and how did you learn [Language]? |
Disabilities: Are you handicapped? [or] Are you disabled? | Do you use any special equipment, such as a screen reader or alternative input device, with your computer? [If so] Which devices and how often? |
For a Web study in which you need a mix of, say, intermediate and advanced Web users, but no novices or experts, ask specific questions about Web usage and assign “experience” points to key responses.
Do you have access to the Internet / Web at work or at home?
Yes
[Continue]
No
[End Interview]
How long have you been using the Internet? [Do not prompt. Check the response that most closely matches the candidate’s.]
Less than 1 yr
[End Interview]
Between 1 and 3 yrs
[Continue]
(SCORE +1)
More than 3 yrs
[Continue]
(SCORE +2)
SCORE:____________
How much time do you spend on the Internet each week, not including time spent working with email? [Do not prompt. Check the response that most closely matches the candidate’s.]
Fewer than 2 hours per wk
[End Interview]
Between 2 and 5 hours per wk
[Continue]
(SCORE +1)
More than 5 hours per wk
[Continue]
(SCORE +2) SCORE:_____________
Please tell me which of the following Internet-related tasks you have performed. [Read through list and check all that apply.]
Chat / Online discussion forums
Categorizing bookmarks in your folders
Changing labels on a bookmark folder
Personalizing your browser
Searching for information on a long Web page
Upgrading / updating your browser from the Web
Web page design
Performing searches on the Internet that include advanced features such as using quotation marks, parentheses, or the plus sign (+)
0–2 tasks (SCORE +0)
3–4 tasks (SCORE +1)
5 or more tasks (SCORE +2)
SCORE:_____________
Total score for previous 3 questions: ____________
0–1 | Novice | [End Interview] |
2–3 | Intermediate | [Need 4] |
4–5 | Advanced | [Need 4] |
6 or more | Expert | [End Interview] |
——End of Sample Web Experience Questions——
You can elicit much of the information you need about users by asking about the users’
Job title and job description
Type of employer (size; retail / manufacturing / wholesale / service)
Role regarding the system (uses it, or supports others who do)
Frequency of use (infrequent, often, daily)
Most-critical tasks
Task transitions (which tasks precede or follow other tasks)
Job benefits—using the system to increase performance (bonuses, raises, respect)
Environment (where system is used, how it is set up)
Task complexity (regarding the product or domain)
Prior experience (with specific products, competitive, related, and predecessor).
——End of Sample Interview Topics——
Using the topics listed above as a start, prepare a list of specific questions to ask the system team. More than likely, you will also ask questions that are not on your list to elicit elaboration or clarification. Both planned and follow-up questions are provided in the following table. These questions will help determine which users are affected by the study focus, which characteristics these users have, and whether you will need to recruit from several user groups.??????
Table . Who uses the system?
User Experience Specialist Questions | System Team Responses | |
|---|---|---|
Who enters issue resolutions into the system? | Project managers. | |
Would anyone else ever enter issue resolutions? | Occasionally account reps. They have system permission to do that. | |
Follow-up: How about administrative assistants? Would they ever enter a resolution for a project manager or account rep? | Well, technically they don’t have permission, but if the PM or account rep gives them their ID and password, the admin can enter a resolution for them. | |
Follow-up: Will this situation change, or will assistants always be entering resolutions unofficially? | Based on what we know is happening, we’re going to set up permission for account reps’ and PMs’ assistants to go in there “legally.” | |
Follow-up: Does anyone else besides project managers and account managers have system permissions to enter resolutions? Project team members perhaps? | No, team members can enter a project issue, and they can suggest a resolution for an issue, but only a project manager or account manager has permission to enter the actual resolution. | |
Table . What are different users’ distinguishing characteristics?
User Experience Specialist Questions | System Team Responses | |
|---|---|---|
Which users enter what proportion of the resolutions? | Project managers enter 90–95% of the resolutions and account reps about 5%–10%. | |
Follow-up: Where do assistants fall in that ratio? | In with the account reps’ 5%–10%. | |
Are the calls to the help desk coming mostly from new users or from experienced users? | The help desk hasn’t been asking that. They do ask for job title though, so we know whether they’re PMs, account reps, or admins. | |
Do these users need training to use XYZ, or can those new to XYZ learn it fairly quickly? | Well, the system is supposed to be quick and easy to learn—if you’re a certified project manager or trained account rep. | |
Follow-up: So, do all the project managers who use XYZ have project management certification? | Yes, they already have it when they’re hired, or they get certification right away through the company. | |
Follow-up: And, do all your account reps receive training? | Yes, they go through our training and orientation program as soon as they’re hired. They also go to seminars and classes whenever we add new products or services to our lines of business. | |
Recap: Okay, so the users of XYZ issue-resolution are certified project managers, trained account reps, and possibly their assistants, correct? | Correct. | |
How long does it take for a user to become “experienced”? Added question (based on information volunteered by system team): You’re not sure if most of the complaints are coming from new users or experienced users, so we should include some of each in the test. | I’d say after three months, a user should really know how the system works. | |
About how many resolutions do you estimate each user enters and how often? | It varies, of course, depending on the project and how many projects they’re working on at any one time. | |
Follow-up: Go ahead and give me your best guess. When I meet with one of the PMs, I can adjust your estimate if I need to. | Okay, I’m guessing that PMs roughly enter 8–10 resolutions per month, account reps only 3 or 4, and assistants possibly 1 or 2, maybe more, if their boss is pretty busy. | |
Where do users work with XYZ; at their desk (project managers), on a laptop in the field (account managers)? | They all work with XYZ in the office. We have plans to change to a web-based application that we’ll put up on our intranet, and then people will be able to use it wherever they can access our intranet. | |
Follow-up: When will this change take place? Note to self: check back in about six months to ask about testing the web-based version of XYZ. | Early next year. We want to make sure issue resolution is working first. | |
——End of Sample Interview Questions——
Your child, [blank fill-in line for name of child], has been recommended by his / her school teacher, [blank fill-in line for name of teacher], to participate in an after-school computer software evaluation study at his or her school, for which s/he will receive [incentive description, such as “hardbound illustrated children’s book”]. [Name of usability firm] is conducting the study with the full knowledge and consent of [blank fill-in line for name of school and school’s principal].
Before [name of usability firm] can accept your child into the software evaluation study, we require your permission as described below. Please read all information before signing this consent form.
By signing this form, you certify that you are the parent or legal guardian of [blank fill-in line for child’s name]. Your signature also certifies that you give your child permission to participate in the after-school computer software evaluation study conducted by [name of usability firm], and that you have read and understand the study as described below:
Your child’s software evaluation study session will take place after school, in the school’s [blank fill-in line for room, such as “library” or “gymnasium”].
The software evaluation study will ask for feedback and opinions from [grade level] graders about a new software package that features [describe, such as “multimedia literature”] for children in your child’s age group. The developers of the software want to ensure that it engages children, teaches them effectively, and is easy to use.
The software evaluation study will not evaluate your child’s computer, reading, or comprehension skills. In this study, your child will be the evaluator.
[Usability firm] staff will observe your child’s activities with the software and will ask your child for feedback and opinions of the software.
[Usability firm] staff will videotape the session, and your child’s likeness and voice may appear on highlight videotapes to be used for noncommercial, data reporting purposes only within [company name].
Your child’s identity will be held confidential on all videotapes, study data, and study reporting.
Your child’s session will last 75 minutes (one hour and 15 minutes) and will include a 10-minute break after each half hour.
During one of the session breaks, [usability firm] staff will provide snacks consisting of juice or milk, and cookies (without seeds or nuts of any kind). If your child has any food allergies, or if you do not want your child to have a snack, please indicate below:
______________________________________________________________
______________________________________________________________
Your child is not obligated to complete an entire session; your child is free to discontinue the session at any time. If your child chooses to discontinue the session, [usability firm] staff will not release your child until s/he is met by you or someone you designate.
You may be present during the study session, but you will not interact with your child or the study facilitator during the session, unless it is to end the session.
For your child’s protection, [usability firm] prefers that the person who brings your child to the session also meets your child after the session. If this request presents a hardship for you, please indicate below. Please provide your phone number and the best time to reach you so that [usability firm] and / or [blank fill-in line for name school principal] can make other arrangements with you.
______________________________________________________________
______________________________________________________________
For participating in the study, your child will receive [incentive description].
To ensure the validity of our study results, your child must refrain from speaking about his / her evaluation session with other students until after the entire study is complete.
[Usability firm] staff has reserved an appointment on [blank fill-in line for date, time] for your child’s session in [room in school]. If this date or time is inconvenient, please indicate below. Please provide your telephone number and the best time to reach you so that [usability firm] and / or [blank fill-in line for name school principal] can make other arrangements with you:
______________________________________________________________
______________________________________________________________
We will do our best to make this experience interesting and fun for your child. Our goal is to help make design changes to [the system] so that children just like yours can use it more easily and effectively. We appreciate your child’s help very much.
I have read and understand the description of the software study above, and give my permission for my child to participate.
Signature: | ________________________________________________________ |
Print name: | ________________________________________________________ |
Date: | ________________________________________________________ |
Please fill in, sign, and return this form to your child’s teacher by [day, date]. [Usability firm] cannot accept your child into the study without this signed form. You will receive a copy of your signed form at your child’s session. Thank you!
——End of Sample Minor Participation Consent Form——
In this session, you will be working with [or shown, if a focus group] a [system type, for example a website or software tool] in its development stage. By signing this form, you agree not to share information you learn about this [system], which is considered proprietary, and which we share with you only so that you can participate in this evaluation [or discussion, if a focus group]. By signing this form, you also agree not to share information about your session to anyone, especially those you know who also may be participating in this study, until after [month year]. We appreciate your strict adherence to this agreement.
Signature: | ________________________________________________________ |
Print name: | ________________________________________________________ |
Date: | ________________________________________________________ |
——End of Sample Nondisclosure Form——
You have agreed to participate in a usability study that will evaluate [system]. By participating in this study, you will help [usability consulting firm or study sponsor] to improve [system] in future redesigns. [Usability consulting firm] staff will observe you and record information about how you work with the [system]. We will also ask you to fill out questionnaires about your experience and answer follow-up questions. We will record your comments and actions using written notes and video cameras.
[Usability consulting firm] will use the data from your study session, including videotapes, solely for the purposes of evaluating the [system] and sharing the results of these evaluations with [the study sponsor]. Your full name will not be used during any presentation of the results of this study.
By signing this form, you give your permission for [usability consulting firm] to use (circle one answer for each):
| (yes) | (no) |
| (yes) | (no) |
| (yes) | (no) |
You will receive [incentive] for your participation; however, your acceptance of this [incentive] does not constitute employment by [usability consulting firm], [market research firm or facility], or [the study sponsor].
If you need a break at any time, please inform the study facilitator immediately. If you have questions about how the session will proceed, you may ask them at any time. You may withdraw from your study session at any time.
If you agree with these terms, please indicate your agreement by signing below.
Signature: | ________________________________________________________ |
Print name: | ________________________________________________________ |
Date: | ________________________________________________________ |
——End of Sample Participation Consent Form——
Date participant is entered and by whom
Participant’s name, job title, and company or school name (if known)
Participant’s contact information: voice, fax, email, and cell / pager (if known)
Participant’s gender and age range
Short profile of participant’s experience
Computers used (Mac, PC, Unix)
Software (non-games as well as games)
Web (in addition to email)
Domain field (finance, technical, marketing, for example)
Consumer shopping (if appropriate).
Participant’s past study dates and systems evaluated (even if not in one of your studies)
Short description of positive or negative aspects of participant’s past sessions
Who referred participant (if applicable)
Olympia Human Factors Aztech.com Website Usability Test Participant Screening Script and Questionnaire
Recruiter name: | |||||
Today’s date: | |||||
Respondent’s name: | |||||
Gender: | [ ] Male | [ ] Female | |||
Telephone numbers: | Voice: _______________________________________________ | ||||
[ ] Home | [ ] Work | ||||
Best time to call: ______________________________________ | |||||
Fax: ________________________________________________ | |||||
Job title: | |||||
Company name: | |||||
Email address: | |||||
Accepted: | [ ] Yes | [ ] No | |||
Status: | [ ] Pilot | [ ] Regular | [ ] Backup | [ ] N / A | |
Participant Characteristics | Number Needed | |
|---|---|---|
Total participants: | 9 | |
Pilot | 1 | |
Regular | 5 | |
Backup | 3 | |
Gender: | ||
Men | 4–5 | |
Women | 4–5 | |
Age | ||
20–30 years | 1 R, 1 P | |
31–40 years | 1 P, 2 R, 1 B | |
41–50 years | 2 R, 1 B | |
Income and home ownership: | ||
$35,000–$45,000 | 1 R, 1 P | |
$46,000–$60,000 | 1 P, 2 R, 1 B | |
$61,000–$75,000 | 2 R, 1 B | |
Renter or Home owner: | All | |
Computer and Web Experience: | ||
Uses a computer at home or at work at least 5 hours per week | All | |
Has used the Internet for six months or longer, at least 5 hours per week. | All | |
Online Shopping Experience: | ||
Must have purchased something online with the last 3 months | All | |
Exclusions: | ||
Unemployed persons | 0 | |
Employees of utilities or home improvement / wireless / phone services | 0 | |
Previous market research or usability test participants (within last six months) | 0 | |
“Hello, may I please speak to Thomas Apollo? This is Artemis Hermes from Olympia Human Factors in San Francisco. I am calling you today because we are looking for people who might be interested in participating in a usability evaluation that we are conducting for one of our clients who is in the process of redesigning their website. Obtaining feedback from actual Web users is one of the important ways we can ensure development of a website that will be a valuable resource, as well as easy to use.
“We are looking for people in the San Francisco Bay Area who would be interested in spending about 90 minutes evaluating our client’s website and offering feedback on their experience. Olympia will use this feedback to help our client improve their website for people like you. Your input into this process would be invaluable. I assure you that I am not trying to sell you anything now or in the future.
“As thanks for your participation in the website evaluation, you’ll receive (USD) $100 at the end of your evaluation session. Does this sound like something you might be interested in?”
[If yes, continue. If no, ask if s/he may know another person who might be interested, get that person’s contact information, thank respondent for his / her time, and terminate the call.]
“Great. Sessions will take place at Diamond Focus, 123 Market Street, in San Francisco on Wednesday, January 8, and Thursday, January 9. Would a 90-minute session on one of these two days work for you?”
[If yes, continue. If no, ask if s/he may know another person who might be interested, get that person’s contact information, thank respondent for his / her time, and terminate the call.]
“If you have a few minutes, I’d like to ask you some questions to determine whether you’re an appropriate candidate for the website evaluation. Do you have time right now to answer a few questions?”
[If yes, go to Screening Questions. If no, arrange a time to call back.]
Gender: [Observed only. Do not inquire.]
| Female | [Accept 2–3 regulars and 1–2 backups. A woman as pilot is acceptable.] |
| Male | [Accept 2–3 regulars and 1–2 backups. A man as pilot is acceptable.] |
[Note: Whenever you need to terminate the interview because the candidate does not qualify for the study, politely tell the candidate “we already have enough people with your background, but thank you very much for your time.”]
What is your occupation and job title?
Occupation:
_________________________________________
Title:
_________________________________________
[Exclude people who are unemployed. Also exclude any employees of competitors, such as a utility company, a wireless product or service provider, a cable TV or satellite-dish product or service provider, or a home improvement company (builders, roofers, plumbers, etc.).]
Please tell me which of the following ranges your age falls within:
Under 20
[Thank and terminate]
20–30
[Accept 1 regular and 1 backup]
31–40
[Accept 2 regulars, 1 backup, and 1 pilot]
41–50
[Accept 2 regulars, and 1 backup]
More than 50
[Thank and terminate; be extremely tactful in excusing these people; say that we already have enough people in their age range right now.]
Which of the following salary ranges best describes your current household income?
$34,000 or less
[Thank and terminate; be extremely tactful in excusing these people; say that we already have enough people in their salary range right now.]
$35,000 – $45,000
[Accept 1 regular and 1 backup]
$46,000 – $60,000
[Accept 2 regulars, 1 backup, and 1 pilot]
$61,000 – $75,000
[Accept 2 regulars and 1 backup]
$76, 000 or higher
[Thank and terminate; be extremely tactful in excusing these people; say that we already have enough people in their salary range right now.]
Do you own a home, or do you rent living space?
Neither
[Thank and terminate; we would like people who make purchasing decisions on utilities, communications, entertainment, and home improvement for their household.]
Home owner
[Continue]
Renter
[Continue]
How many hours per week do you use a computer either at home or at work? [Do not prompt; check the response that most closely matches the candidate’s.]
Fewer than 5
[Thank and terminate]
5 or more
[Continue]
Do you currently use the Internet?
Yes
[Continue]
No
[Thank and terminate]
How long have you been using the Internet? [Do not prompt; check the response that most closely matches the candidate’s.]
6 mos. or more
[Continue]
Less than 6 mos.
[Thank and terminate]
How many hours per week do you spend on the Internet, not including time spent working with email? [Do not prompt; check the response that most closely matches the candidate’s.]
Fewer than 5
[Thank and terminate]
5 or more
[Continue]
Do you shop online?
Yes
[Continue]
No
[Thank and terminate]
What items have you purchased online within the last three months?
____________________________________________________
If 0–1 item cited
[Thank and terminate]
If 2 or more items cited
[Continue]
“Thank you very much for answering my questions. I’d like to invite you to participate in our study [if as a backup, say “as a backup participant.” If the candidate wants to know more about backup status, read the boxed backup script on the next page]. As I explained earlier, your evaluation session will be held at Diamond Focus, 123 Market Street, in San Francisco.
“If you wear glasses while using the computer, please bring them with you to your session. You will use our client’s website to do a few tasks. Then the evaluation staff will ask you a few follow-up questions to clarify their observations to ensure they thoroughly understand your actions with the site and obtain any additional feedback you feel is important. At the completion of your session, you will receive $100 as our thanks for your participation.
[If you will be videotaping session]. “I’d like to let you know that your session will be video taped, but that these tapes will be used by the project team within the company for analysis purposes only; all information, including your identity, will remain confidential. At your session, we will ask you to sign a videotaping consent form.]”
[If you will administer a nondisclosure]. “In addition, our client has asked that you sign a nondisclosure agreement which says that you will agree not to talk to anyone about the website you are evaluating. You may tell them that you helped to evaluate a new website, however.”
[If you will provide orientation and / or training]. [Briefly explain what sort of orientation and / or training you will provide and what time commitment is needed from the participant.]
[If you will provide a meal or refreshments]. [Let people know that you’ll be providing food and beverages and whether it will be substantial or simple.]
[If the incentive will not be provided at the session]. [If the incentive, such as the next release of software, you will provide is not available at the time of the session, explain to the participant how and approximately when s/he will receive it.]
Can we count on your participation? If so, I’d like to schedule a tentative appointment to reserve your space in the study schedule.”
“Because we are scheduling very few people for this study, it is extremely important that you keep your appointment with us. If for any reason you must reschedule, please contact me, [your name and phone number] as soon as you know. Please do not send anyone else in your place.”
[Schedule participants for 90 minutes. Allow at least half-an-hour between sessions and an hour for lunch. Schedule appointments starting as early as 9:00 a.m. [If applicable for your venue:] Allow 45 minutes before a session you schedule to start during morning or evening rush hour. You may schedule people for evening sessions, if they cannot make it to sessions during regular business hours. If scheduling evening appointments, allow half-an-hour for dinner.]
Date | Time | Candidate Name | Pilot, Regular or Backup | |
|---|---|---|---|---|
10. | Pilot | |||
11. | Regular | |||
12. | Regular | |||
13. | Regular | |||
14. | Regular | |||
15. | Regular | |||
16. | Backup | |||
17. | Backup | |||
18. | Backup |
“Thank you for your time and for agreeing to participate in our study [if a backup, say ‘as a backup’ and read the boxed text below]. Please plan to arrive about 10 minutes ahead of your session time to fill in some participant forms.”
BACKUPS: “We may not need to see all backup participants. If we will not be working with you at your scheduled time, we will give you at least a half day’s notice or send you the $100 with less notice. We appreciate your flexibility. |
“May I please have your email address, fax number, or mailing address where I can send a confirmation letter? [Record contact information on the cover page.] I will contact you again closer to your scheduled appointment to confirm the date, time, and place with you. I will also provide directions and a map to Diamond Focus, if needed. Thanks again.”
[Before ending call, confirm the appointment, the spelling of the candidate’s name, email and surface addresses, and phone number(s). Also remind him / her to arrive 10 minutes early to fill out participant forms.]
Participants Scheduled for the Aztech.com Usability Test Wednesday, July 8, and Thursday, July 9, 2005 | |||||||||
|---|---|---|---|---|---|---|---|---|---|
Phil Pilot | Robert | Sam | Betty | David | Linda | Jane Backup | Greg Backup | Ellen Backup | |
Gender | Male | Male | Male | Female | Male | Female | Female | Male | Female |
Job title | Store Manager | Banker | Underwriter | Fitness Instructor | Dentist | Executive Secretary | Programmer | Head Librarian | Financial Analyst |
Age | 31–40 | 41–50 | 31–40 | 20–30 | 41–50 | 31–40 | 41–50 | 20–30 | 31–40 |
Income (in USD $1000) | $46–$60 | $61–$75 | $46–$60 | $46–$60 | $61–$75 | $35–$45 | $46–$60 | $35–$45 | $61–$75 |
Renter or Homeowner | Renter | Owner | Owner | Renter | Owner | Renter | Owner | Renter | Owner |
Computer use (hours per week) | 10 | 20 | 40 | 15 | 5 | 30 | 60 | 25 | 20 |
Web use (hours per week / total) | 5 4 years | 7 2 years | 10 1.5 years | 10 3 years | 5 .5 year | 5 1 year | 10 5 years | 12 4 years | 10 2.5 years |
Online purchases | Books Tickets Music | Music Tickets Art Travel | Tools Music Tickets | Equipment Books Vitamins Travel | Drugs Dental supplies Tickets | Clothes Books DVDs | Books Garden tools Pet food | Office supplies DVDs Music | Books Tickets Music Travel |
Session | Wed. 9 am | Wed. 1 pm | Wed. 3 pm | Wed. 5 pm | Thurs. 9 am | Thurs. 11 am | Thurs. 1 pm | Thurs. 3 pm | Thurs. 5 pm |
“Hello, [candidate’s name]. I’m hoping to pique your interest in a usability evaluation we’ll be conducting [timeframe—such as “in three weeks”] with current users of the [name of system—or describe the system generically throughout, to avoid providing too much information].
My group, [name of sponsor’s group or organization] is very interested in getting feedback from [user group or groups] to learn how well [system] is supporting you in [performing your job / tasks / other]. This evaluation is very important to my group because it will result in a set of recommendations that will help improve [system] to better support our users in [performing their job / tasks / other].
“I think you are an excellent candidate for giving feedback to the evaluation team. Could you spare [number] minutes on one of these days [dates], and help us out with this evaluation? You don’t have to do anything to prepare for it—the evaluation team will ask you to do some typical tasks and give your feedback. We are offering [incentive] for those who participate.
“Please let me know by [date and time] whether or not you are interested, and I’ll have [recruiter’s name] get in touch with you by [date]. Also, let me know when would be a good time for [recruiter’s name] to call you.
“Thanks very much, [candidate’s name]. I hope you’ll be able to help us out with your participation.
“Best regards, [if an email message]
“[Sender’s name] [if an email message]”
——End of Sample Script for Preliminary Contact——
Thank you for participating in the [system] usability evaluation. Please acknowledge that you have received from [usability consulting firm, market research firm or facility, or study sponsor] [the exact amount of money, or describe the non-monetary incentive, if it is merchandise] for your participation by signing below. Note that your acceptance of this [incentive] does not constitute employment by [usability consulting firm, market research firm or facility, or study sponsor]. Thanks again for your participation!
Signature: | ________________________________________________________ |
Print name: | ________________________________________________________ |
Date: | ________________________________________________________ |
——End of Sample Receipt Form——
Thank you for participating in the [system] usability evaluation. [Usability consulting firm, market research firm or facility, or study sponsor] will send you [describe the non-monetary incentive] as soon as it becomes available, approximately [time frame] to thank you for your participation. Note that your acceptance of this honorarium does not constitute employment by [usability consulting firm, market research firm or facility, or study sponsor].
Please print the name and mailing address to which you would like [non-monetary incentive] sent:
Name: | ___________________________________________________________________ |
Address: | ___________________________________________________________________ |
___________________________________________________________________ |
If for unforeseen reasons, [incentive] release is delayed, how shall we contact you to let you know?
[ ] Send mail to the address provided above.
[ ] Send email to the this address: __________________________
[ ] Call me at this telephone number: ________________________
Thanks again for your participation!
——End of Sample Incentive Voucher Form——
Dear [participant name],
[Study team and / or study sponsors] would like to thank you for participating in our [name of study] last [day or date]. You provided us with valuable feedback, which we will use to make recommendations for improving [system].
[If you want the participant back again:]. If you are interested, and with your permission, we’d like to contact you again for future studies. Please return the enclosed post-paid card to let us know your interest.
[If you want referrals:]. If you know of someone else who may be interested in participating in a usability study, please return the post-paid card to let us know the name of the person you are referring how we may contact your referral.
Thanks again for your time and interest in our study.
Sincerely,
[Study team facilitator and / or study sponsor project manager]
——End of Sample Thank-You Note——