Top tools and services for remote user research
Curated with ❤️ during March 2020.
The world has gone remote overnight and you as well. Now, what? Well, it certainly doesn’t mean you have to stop doing user research. Hard to keep track of all tools existing? I got you covered.
What you will find in this article :
- Tools to help you before the study
- Tools to help you during the study
- Tools to help you after the study
Note: I am aware that I may have missed some tools. Feel free to ping me on linkedin or fill this form for me, so I can update the article.
Before the study: Team alignment and recruitment
Collaborating visually together.
Because a picture is worth a 1000 words.
- Mural or Miro
The online whiteboard for remote teams.
They allow you to collaborate in real time with your whole team for brainstorming, online workshops and many more activities since they’re highly customisable. - Figma
Works very well for real time collaboration too. It’s main purpose is to design, but many research teams enjoy the subscription and use it as a workaround to share information. - Custellence
Works for more specific visual collaboration like creating user journeys. It offers many templates, so you don’t start from scratch. - Flowmapp
is similar to Custellence, with a focus on personas, user flows and interactive sitemaps. - Whimsical
Similar, a combination of sticky notes, flowcharts and mind maps. - Gimbalst
From text to a prototype in minutes your navigation and sitemaps, both on desktop and mobile. You just need some text inputs. It’s a real time saviour. - Google Jamboard
A free google option good for real-time brainstorming. All the basic options like drawing or adding pictures are included. - Stormboard: HomeStormboard.
It provides lots of templates, and has a specific app for iOS, Android and Windows devices. - Klaxoon
A very interesting product too as they offer brainstorming functions, but also a lot of useful widgets for online meetings. - Markup, enables you to do comments on any live websites.(Useful)
- Capian is a powerful tool for UX reviews that distributes feedback across teams. They have powerful template features and documentation.
Team communication
Because chatting on slack or teams is not enough.
To power your video calls use these app:
- Muzzle
Remove weird notifications when you screen-sharing.
(Whatsapp, emails etc..) - Krisp
Remove background noise (Especially if you have kids home)
Besides live video you also have use options like:
- Loom
You can send them a recording of your screen to watch it later with Loom, a very stable and free video recording app. It’s very useful for avoiding to repeat instructions or feedback. - Lightshot screenshot
One of my long time favorite to share selected screenshots with annotations in it. A real time saver. - Donut
Be paired with colleagues automatically for a remote coffee
Now that culture happens online, keeping up with colleagues it’s a job in itself and donut is a nice tool that can spice your routine. The little plus, it has a direct slack integration. - Team alignment canvas
A free canvas that helps you to align around common goals, helps you to reduce the risk of project failures and delivers results. It will be valid the day
Knowledge management & libraries
To avoid treating this topic twice, I share all the learnings in Part 3, when you document your research. Check below 😊
Time management
A topic easily forgotten, but very important is time management.
Some companies don’t require you to log time, some do. Maybe you work with contractors? Here are some solutions for tracking:
Test user recruitment
The biggest pain point in the market today.
The market is different in each country, recruiters are not very transparent, however if you are looking for partners here are two.
- TestingTime (EU & US)
The only provider that covers both the EU and US. 400K+pool, recruit in 48H, and pay participants. - Userinterviews (US)
Extensive coverage in the US. You can recruit from your database or manage your own database with them.
For Asia or Latam I am not aware of any online specific recruiter, but if you know some, feel free to get in touch with me.
Special note on recruitment suppliers:
Each country has its specific local recruitment landscape, so I unfortunately cannot keep track of all of them. Some suppliers also provide recruitment as an add-on to their offering. I cover them below in all-in-one UX platform.
Booking people
You made your decision and you want to use your own clients, or recruit yourself?
Then use some handy tools to book people on your own schedule.
For more complete tooling, you can manage your own database directly via:
- Ethnio
A big focus on intercept, and created by Nate bold the author of the book Remote research. - Hubux
Offer a complete participant management solution and booking tooling with your own customers
Calculating incentives
Depending on the methodology or the country where you perform your research incentives can vary quite a lot.
2 solutions for that:
- Use TestingTime quoting tool.
By selecting the methodology and duration of study the calculator will tell you what the incentive is per test user. (You need to go to the last step) - Ethn.io Online calculator
Ethnio has also created an incentive tool calculation per countries.
NDA Templates
Reminder: NDA should be tailored to the company you are working at, the setting of the research and any local legislation regarding data (GDPR for ex).
So always check with your legal team (if you have one), or ask fellows researchers about specific requirements.
- USGov website Templates & Downloadable Documents
- This standard NDA agreement found online.
Signing NDA remotely
Since letting users sign NDA when they arrive the interview is now over. I recommend you integrating online contract solutions to make the process seamless.
Some useful tools to sign contract online are
During the study: Qualitative or quantitative?
This was the most difficult part of the article to write about, as the market is hyper fragmented, and the race between all the players is strong.
Tools for moderated remote studies.
Let’s start with the most used method in research. The moderated one.
No big surprise to see that as many people are going online, habits stay the same. As researchers we need to control the settings and be able to explore subjects in depth.
- Zoom
Today the most stable video platform, that is very stable, especially for groups, proposes a recording option and is free when you use it on a small scale. - Whereby
anciently Appear.in is a very easy video app that enables you to create a custom room, however by using it extensively it works best on Chrome. So you may want to take care if you have users with different browsers or OS. - Hangouts
I couldn’t write about tools without mentioning Google and it’s Hangout solution. You also can share a link with users, both mobile and desktop and from many researchers it works very well if you speak with Android users. - Xroom and Callaba
free tools like Whereby that little extra, are anonymous 🔍 - Lookback
is your default solution for extra features notetaking, timestamping and cloud sync of recordings. The good thing about them is that they work very well on Mobile. - Jitsi
An open-source and free video conferencing software with security in mind. No account needed. Sweet.
Last, because of confidentiality reasons you might not be able to tape or speak in the open so here is a tool to save you day.
- Chot
an anonymous and encrypted chat that doesn’t save your conversation and where you can speak with a group of users privately.
Card sorting & tree testing
Second most used methodology with our customers. For the tooling here it’s
- Optimal workshop The leader in this field, you define your test, get a link and we send users to it while you watch results.
- UserZoom Has a nice card sorting feature according to researchers. Beware that this is an enterprise tool so I am not sure you can get it without the full package.
All in one UX platforms (Unmoderated and moderated)
When it comes to testing remotely you are covered.
Many platforms offer you integrated solutions where you can do everything yourself. Recruit people, create your own screener, test on the platform and analyse videos with power user features for researchers such as time-stamping, notes, collaboration.
A note, most of these platforms are tools that also accept external test users as recruiting is not their core feature. So a good way toughen up your research is to combine these platforms with more specific recruiters.
US based
EU Based
Remote unmoderated with analytics
All in one platforms, but with automated reporting options and data points about your prototype to help you make your point.
We are speaking of heatmaps, task completion rate, point click map and other features.
- Marvel
This design tool is the first one to offer testing from their tool directly. Note, it’s still in beta and apparently for enterprise level companies. - UsabilityHub
Has some interesting test features like the 5 seconds test or preference based test. - Maze
Same principle as Marvel, but with the possibility to create custom tasks on your prototype and with a powerful reporting. Good traction coming out from them. - Helio
Nice tool that enables you to test any kind of media and collect feedback. (Copy, video, audio) - Chalmark from OptimalWorkshop
A lesser known product from them, but OW propose as well first click testing. - Useberry
A tool similar like UsabilityHub, seems to have extra analytics in it. - UserTesting
Enterprise level tool, so expensive and no trial before hand but you can get feedbacks in hours on your prototypes. Big in US, not yet in EU. - Userlytics
Heavily used in the US, it has some powerful reporting features. - Soundingbox
A data driven tool with a powerful reporting like Maze. - Koncept app
Create tasks, view results and heatmaps for your prototype. - PlaybookUX
US based, a relatively newcomer in the scene but has been growing quickly. They offer an A.I Sentiment analysis in their reporting. - QuantUX
Free tool, with unlimited tests available and powerful analytics metrics. - UXTesting
Not just test videos. Supports many analytic functions like emotion detection/voice recognition and automate usability report
Remote unmoderated on Mobile
In my opinion remote unmoderated tests on mobile are unfortunately the laggard of the remote user research process.
However, I know these solutions used by researchers:
- Lookback with it’s tasks system can be tweaked to give people instructions on mobile and record the session. It works pretty well.
- Loop11 Is the only other tool out there that enables you to test on mobile by giving tasks to people and then watch the videos.
Let me know if you use it or if you know other tools out there for that.
Remote unmoderated with questions
- Panelista is a new kind of tool popping up in the UX research field.
Instead of a prototype ask questions to your target audience, get video answers straight away as a client.
Tools for Diary studies
Short topic. There is not many tools for this methodology.
(Updated: Obvi was added by the community)
Note: All these tools are US based, so their panels are poor in the EU.
You either need your database or go through a recruiter.
- Dscout
The most used platform by our customers. Simple and elegant app for testers & researchers. - Indeemo
Fully integrated solution with a mobile app for testers, and insights dashboard for researchers. - OvertheShoulder
Another solution designed for mobile, part of a bigger market research company. - Obvi
A nice tool for diary study. No app to install for testers.
Made by a team of former IDEO designers you text participants on the go!
Surveys
A long time classic of research.
- Google Forms
If you have a google account, you have research tools for free. Probably the most used option across customers. You cannot go fully customisable, and there is no redirect build-in. Thank god there is a trick. You can create your own redirect at the end of the survey via the thank you note feature and leave our redirect link in it. Works beautifully. - Typeform An agency that created its own product and which now is standard in the industry. Elegant forms, slick reporting. Just the free plan is limited to 10 questions. So short surveys before you pay :(
- Survey Monkey
The juggernaut of surveys, pricing model is similar to Typeform.
Used across the board by teams. - Qualtrics
A long time player. Highly used by market research for long and complex surveys. It’s very customisable. Only hick, it’s price. That’s the first thing people mention. - QuestionPro A powerful option. You can collect 1000 answers for free with unlimited questions and logic. Pretty awesome. (I am going to make use of it)
- Limesurvey The only open-source survey tool. Free plan is at 25 responses/month.
- Wufoo Another player that is well appreciated for it’s versatility. Complete and easy results analysis.
- Crowdsignal Surveys and pools at a low cost. Built by the company behind wordpress, it is less known but offers in it’s free plan a very good kick-off package. You can ask unlimited questions and get up to 2500 answers. (Wow!)
Last, I would like to close this topic with the different survey Templates used in User research. Many standards are out there, and besides the SUS which is probably the most used, there are others that could help you.
Here is a folder with the templates of each one of them, compiled by Nikki Anderson. Many thanks to her in sharing this previously!
In-site feedback
Sometimes you just need to talk to your own users as they browse your site or interact on live pages.
Many powerful solutions exist out there and I will leave you to decide which one best integrates in your workflow and has the features you need.
- Usabilla
Globally known for their in-site feedback and emoticon question to users. - Qualaroo
A strong contender, with some interesting features, like collecting feedback from competitors’ websites. - Uservoice
Heavily focused on product managers. - Hotjar
A classic as well, widely used and known for their black pop-up. - Usersnap
Besides in-site feedback they also have bug reporting features.
Video recordings of real users on your website
These are the tools usually loved by products teams, less by user research teams as we get the what, but not the why.
All offer heatmaps, video recordings of sessions based on browser, location, url and many others features that I will leave you to discover.
Little extra: A User researcher friend of mine instigated a nice habit of watching sessions with her Team + Pop corn.
Read her story here.
Note-taking
The good old pen and paper is also feeling the breeze of digitalisation.
Many good tools have been popping up to help us organize and synthesize findings in a clearer and more efficient way.
- Google sheet or docs /Excel Yeah again no need to paid for a product when you can use a spreadsheet that you can customize. Read below if you like.
- Rainbow spreadsheet (free)
This is a User research survival free tool that has been shared between UX these last years. Very useful, and ready to be imported into your Gsuite. - Workflowy
My favourite tool of all times. I use it for personal and professional life. A simple web based note taking app, very easy to use with a good free plan. You can share part of your notes with specific people, create hashtags etc.. Only hicup, if other people want to edit your notes, then here comes the paid plan. - Reframer by Optimal Workshop
A powerful note taking repository built with researchers in mind, that integrate with the full suite of Optimal workshop. - Supernotes
A new tool built with productivity in mind. Sleek and simple. Strong free plan as well. - Transo
A workflowy copycat, with extra features.
Images, mindmaps extra text styles.
How about A/B testing tools?
Let’s be honest, as researchers we have enough methods to be busy with, that I won’t cover these.
A/B testing tools require a level of data understanding that is usually out of our usual knowledge and, a product with enough traction so statistical validity is respected.
Not easy.
After the study: communicating insights
Transcription & video editing
If you have not used an all-in-one user research platform, then you might need to speed up the process to transcribe notes and verbatim from users. Many interesting tools are out there, and the rise of A.I is actually helping in this regard.
- Using google docs audio typing
A very useful hack by a journalist of Quartz. Tried it. It works, but you need awesome audio quality and native english speakers. Else you waste a lot of time rewriting. - Reduct Transcript form audio and video with a focus on easy edition and sharing. Loved by researchOps people.
- Trint
Transcripts in minutes. Thanks to AI. Fully editable as well - Got Transcript Human transcription.
6 hours to 5 days pricing to get a transcription. - Temi
Mix of A.I and Human transcription done in minutes. - Descript
Normally built for podcasters, but the problem is the same so Why not try it?
Research Repositories
This is one of the most important topics in the research industry.
The battle is raging between customisable and more standardised platforms.
- Notion
An awesome product that is highly customizable. It’s much more than a repository, but solves the job beautifully. Many templates will help you save time, but you still need to adapt it to your own needs. - Airtable
Probably the most powerful solution out there with loads of use cases covered. However the learning curve is steep and can scare many as you need to invest some time in it, even with their templates. But you basically can create what you want. - EnjoyHQ An “old” player for the field, since it exist for more than 3 years. Loads of traction already.
- DoveTail
Australian based, has been gaining a lot of traction recently and many researchers from my network love them. - AureliusLab
Created by User researchers for User researchers. See for yourself. - Stickail
- Condens
Lots of good feedback especially for onboarding non researchers. A tip I heard is you can share the research with as many people as you want, on any plans. Think about it - Coda
The best of Notion and Airtable for free.
Created by an Ex-Google.
Presenting your insights (Collaboration)
Last but not least to share your findings researchers are running away from reports that nobody reads, so online presentation tools are a must go.
- Google slides
Yes again, Google. - SlideLab
A new tool up against the existing competition in this field. - Figma
Some teams use it so craft findings together sharing directly with their design teams. - Miro and Mural also work for the same use case.
- Pitch
Lots of hype around the tool. Still in beta and waiting list around it but the team behind it looks strong.
Did I forgot a tool or service?
Thanks for reading!
I welcome your thoughts, critics and comments for improvement.
You can find me online here.
Special thanks to my friends, and my fellow researchers who helped me with this article and provided some valuable insights.
Also a big thanks to all the other people who have shared their knowledge these last years on the topic.
- Frederico Teixeira and Caio Braga from UX Collective
- Nikki Anderson
- Erin May from User Interviews
- The researchOps comunity
- The DesignX community
- Nate Bolt and his article about remote research
- NN group for their article on remote tools
