This blog has been updated! Originally published 14/04/21. Amended 24/05/23
Remote user testing brings both benefits and challenges. It means you can include people from across the world, however this makes it more difficult to prevent technology mishaps such as software problems or poor internet connection.
Raphael Clegg-Vinell, former Senior Accessibility and Usability Consultant at AbilityNet was a panellist on the UX/Usability Testing Panel: Personas, User Experience, and Research webinar from the International Association of Accessibility Professionals (IAAP) in 2021.
The main issues with user testing
The panel discussed three main issues:
- how to use personas to incorporate accessibility from the beginning of solution's design;
- visualizing user experiences as a way to break down customer needs in context; and
- outlining a range of research methods you can use to focus on user testing and inclusion.
Raphael responded to some of the key questions about user testing from the audience.
What considerations should we be aware of when conducting remote research as opposed to research in a lab?
There are both advantages and disadvantages to lab-based and remote research. In a lab setting, you’re likely to have far more control over the technology. For example, internet reliability, up-to-date browsers and so on.
Remote participants may live in an area where there’s poor internet coverage, have problems installing and using the software and some of the features such as sharing the system audio, for example.
It’s important to make sure you provide participants with good set-up instructions beforehand and in some cases, I’ve had to run quick test-runs with people before research sessions to make sure they’re comfortable using the platform.
Another key thing to be aware of is that if you have a client watching research sessions in a lab, you can easily engage with them afterward each session. If they’ve not quite understood an insight or you need to demo something to show them a problem which occurred, it’s usually quite straightforward when you’re in the same space.
If doing research remotely, you might have to organise meetings to do this separately to make clients feel involved and engaged with the project.
Learn how to conduct moderated usability studies using participants with a diverse range of access needs, remotely and lab-based! Book AbilityNet's online training course:
How to do inclusive usability testing When conducting usability testing, how would you approach choosing the number and range of participants?
The number of participants you need for research is a tricky one!
A 2000 study by the Nielsen Norman Group found that when using more than 5 participants, they weren’t tending to find any new key issues which hadn’t already been identified – the curve plateaued. The use of 5 people for usability studies is now often referred to as ‘the rule of 5’. 
However, the study didn’t seem to take into account people with diverse access needs. For example, key issues identified by someone reliant on a screen reader are often going to be different from those identified by a non-screen reader user. So the rule of 5 goes out the window here, as you can imagine!
Depending on your project, you might be thinking, surely just include 5 screen reader users, 5 people with a motor disability and so on. The difficulty here is that most clients you work with won’t have the budget to test their product or service with lots of people, so there will need to be some compromising in selecting a smaller number of people.
When deciding on the range of participants to include, it’s important to first look at the product or service you’re designing. If it’s a virtual assistant such as Siri, it’s likely to be more important you include people with speech and language impairments.
If it’s a website for a video-streaming service, there may be more value in ensuring you have people with hearing impairments included in the research so you can get feedback from people reliant on aspects such as closed captioning.
How do you present your findings and insights in an engaging way for clients?
Try and read your audience as much as possible and find out what’s likely to motivate them to take accessibility seriously.
Some clients may be very data-focused and for these types of customers, it can be more important to try and back up insights you’ve found with metrics you can quantify.
Others may be more responsive to qualitative findings, such as insightful quotes from participants. For example, if carrying out usability testing and someone comments on why X product is completely inaccessible for keyboard-only users, a quote from them could have a greater impact than just explaining the problem they encountered.
If your report or presentation is going to be for a team of web developers, you can use more technical jargon and they may have a better understanding of things such as ARIA. If it’s for a UX team, you may want to tailor it slightly differently.
Personas and research findings
Alongside Raphael, the panel included Lisa Vissichelli, Head of Visual Design, Research Manager, AnswerLab; Kathryn Weber-Hottleman, IT Accessibility Coordinator, University of Connecticut.
Lisa talked about how to engage clients with research findings and how to visualize insights using methods, such as illustrations, to try and paint a better picture of feedback/issues identified and to try and convey people's lived experiences in a more engaging format.
Kathryn shared her views and experiences about personas - what they are, how to use them in projects, how to ensure people include personas with disabilities and how they can be used alongside other research methods such as usability testing.
Further resources
In the wake of headlines on tech’s impact on humanity, the 2023 AbilityNet Tech4Good Awards were announced last night at the 
"Tech4Good is where innovation and empathy meet, harnessing technology to address societal challenges and improve real lives. As our 2023 winners celebrate their achievements, let us continue in our mission to create a more inclusive, sustainable and connected world.”
Do you know an older person in your community who would benefit from understanding a bit more about the online world, the benefits and where to get help?
Happy Volunteers' Week!
"I've grown up with technology and sometimes you forget that there's people that haven't, especially the older generation. Something that might seem trivial to yourself can make a huge difference to somebody who's never used a computer. And it really does. You can see it in their eyes, when they've accomplished things themselves - that smile and that energy you get from them is really rewarding, and I absolutely love it." - Jordan Rosser, AbilityNet Tech Volunteer.
During a recent free lunch and learn session 'How volunteering can benefit you or your organisation, with Capgemini' guests from Capgemini UK, and AbilityNet staff and volunteers shared information about the advantages of corporate volunteering for your organisation, your employees, and the people that volunteering supports.
As one of our tech volunteers featured in the new film, Greg White, says: "Volunteering at AbilityNet gives me the opportunity to build upon my experience and skills, which in turn enables people to live a healthy and productive life - it’s a truly rewarding and inspiring environment.” 
Carers Week, this year taking place 5-11 June, is an annual campaign to raise awareness of the invaluable work by unpaid carers. 
As a carer, you may also be disabled yourself. AbilityNet can help you with your technology questions or issues, or you can refer the person you care for to AbilityNet. Our network of more than 350+ volunteers will offer free computer and technology support and help adapt your existing technology to suit your needs, or suggest solutions that will help to empower individuals. 
Despite falling prices, the cost of a suitable computer system is still beyond the means of many disabled people, especially those on a low income.
One of our AbilityNet FREE webinars explored how to use smart tech at home. Find out what smart tech is, explore smart tech solutions including smart speakers, and learn how to use the assistive technology that is included within the smart devices.
Jamie and Steven had several remote sessions, during which Jamie also helped Steven with other aspects of computer usage.
“With the right skills, technology is an enabler, helping people navigate an increasingly interconnected and digital world. That’s why building digital skills is so important – and to ensure no one is left behind, anyone with technology skills can help support those around them to learn and gain confidence,” says Bethan Richmond, Digital Inclusion Programme Manager at Capgemini UK.
Capgemini employees, who possess advanced technology skills, can be real catalysts for change in their local communities. The company supports its employees with the opportunity to use two working days each year for volunteering to share skills.
For example, seven Capgemini volunteers worked with AbilityNet in Birmingham to run digital skills building sessions for a new digitally smart housing association.
Free webinar recording: How volunteering can benefit you or your organisation, with Capgemini
1.5 million people in the UK have learning disabilities. Easy Read is a method of making information easier to understand for this group. Easy Read documents usually combine short, jargon-free sentences with simple, clear images to help explain the content.
AbilityNet has updated its range of Easy Read versions of some of its most popular factsheets, which you can download and share: