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The Super Technical Guide to GoToMeeting for Remote Usability on a Mac

When Whitney Hess tweeted this week about needing help with a remote usability test, we jumped on the opportunity to help. “Simple,” we said! “That’s what we do everyday!”

Need usability testing help!

Well, not exactly simple but do-able without too much effort.

Here’s what Whitney told us she needed:

  • A way to call a user in her home
  • Have that user share her desktop (Mac or PC)
  • Ask the user a few questions, and observe what the user does
  • Record both the audio and video in a single file — on a Mac
  • Take notes all the while
  • Oh, and make it low cost while you’re at it

And here’s what we told Whitney:

diagram

First, you’re going to need the follow “equipment”:

  • A laptop and extra monitor
  • A USB headset
  • A set of headphones
  • GoToMeeting (GTM)
  • iSHowU HD
  • Optional: An Fiio amp to boost the audio in the headphones

Then, setup GoToMeeting to manage the screensharing and audio. We keep a persistent meeting ID in use, which we bookmark on a landing page. This landing page is where we go to launch the meeting (as the organizer), where our clients connect, and where we direct our users. GoToMeeting doesn’t use a browser plugin; instead they use Java or ActiveX to deliver an application that runs at the OS level. It works on both Macs and PCs, although Mac users can only share their primary desktop.

These are the settings you want to use in GTM:
diagram-GTM

Basically, you want to disable a bunch of features to make it feel like it’s just you and the user in the meeting. This includes disabling the Attendee List and turning off Entry/Exit beeps. Unfortunately, GTM always announces the number of callers on the line when the user connects either by phone or mic & speakers.

Audio beeps off

Pay attention to the Audio Output setting: you have to hijack the audio from GTM and send it to iShowU HD to record. In fact, you’ll need to install that driver (Soundflower 2ch) to allow you to record audio from native applications.

GTM - audio settings

“MUTE ALL” is also this wonderful trick we learned from the good folks at GTM. If you do it the very first thing, then everyone who joins the meeting afterwards will come in muted by default! This lets you rest assured that any clients who connect late won’t be heard by the participant.

Next, use iShowU HD to record just a portion of your screen. You can use pretty standard settings for video capture, but make sure you choose the correct Audio settings: turn on ‘Audio from Applications’ to capture that audio stream from GTM that we hijacked and the Mic Input from your Headset (DSP55).

diagram-ishowu

This is what the Advanced -> Audio panel should look like:

iShowU audio settings

Finally, make sure your Mac System Preferences are set properly. This is used to make sure you can hear and communicate during the call! Set the output to your headphones, and the input to your USB headset.
diagram-Sysprefs

Here’s what the settings look like:
sys-sound

Good luck getting things set up! This actually works brilliantly — but we’re always on the lookout for new and better solutions. Let us know what you’ve found that works for you!

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Escape the Lab – May 6th

Come hang with us in San Francisco or attend remotely on May 6th from 9am – 4:30pm PST. We’re holding our third Escape The Lab workshop on remote UX research methods and tools. You get hands-on training with the latest moderated and un-moderated remote UX research tools.
Space is limited as we’re only allowing 10 in-person and 10 remote attendees, so register soon. It’s about 50% sold-out right now. Also, we’re giving away two FREE spots for whoever tweets the best answer to why they love or hate remote research with the tag #ETLAB.
Date: Thursday, May 6th, 2010
Time: 9am – 4:30pm
Place: Bolt | Peters User Experience at 576 Natoma Street, San Francisco, CA
Cost: $399 In-person or $199 Remote. $299 for URF Alumni.
More info: http://escapethelab.com/
Hope to see you there!

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blog Events

Escape The Lab – Aug. 26

Want to learn remote research? Bolt | Peters is hosting a one-day workshop on August 26th, and you’re invited. Give us a day and we can teach you all the rocket surgery you need to conduct qualitative studies the real-time, native environment way.

Date: Wednesday, August 26th, 2009
Time: 9am – 4:30pm. Sign-in starts at 8:30am, drinks and schmoozing afterwards
Place: Bolt | Peters User Experience at 60 Rausch St., unit 102, San Francisco, CA
More Info: http://escapethelab.com
Cost: $399. Register now (space very limited). 1/2 off for students and underemployed.
By: Bolt | Peters User Experience, the makers of Ethnio

Bolt | Peters Instructors

Cyd Harrell, Director of Research
Frances James, Lead UX Researcher
Nate Bolt, CEO

Who Should Attend?

Researchers, designers, and product managers who want to watch real people use technology from the comfort of their own desks. (While saving travel costs and the planet!)

What We’ll Cover

  • Strengths and weaknesses of remote ux research
  • Study design & scripting
  • Participant recruiting options
  • Moderating in the remote environment
  • Tools for screen sharing, recording, and communication
  • What can go wrong and what to do about it

What You’ll Take Home

  • A Trapper Keeper full of script outlines, consent forms, and software comparisons
  • A starter account for Ethnio online recruiting
  • A coupon for 20% off our forthcoming book, Remote Research
  • 15% discount on all Rosenfeld Media books
  • A newfound confidence in conducting your own remote research!

Register now at:

http://escapethelab.com/register.html (Space is superduper limited.)
Hope to see you there!

Bolt | Peters User Experience