Remote Usability Testing in Practice : A modern UX Method under Investigation

Abstract: Remote usability testing (RUT) is an established method in the field of human-computer interaction (HCI), concerned with evaluating the user experience (UX) of products and an integral part of a UX-designer’s job. Yet, researchers indicate a discrepancy between academic and applied HCI in industry and highlight a research gap of RUT in practice. By conducting a case study combining data from quantitative video observations and qualitative interviews, we contribute to a common understanding of RUT in a cross-cultural business-to-business (B2B) context, as well as showing a practical application of activity theory in the context of HCI. Aiming to provide insights into challenges of RUT and how to overcome them when catering to an international B2B clientele, the results are synthesized into four practical guidelines: Establish an aligned RUT Approach, Promote Awareness of Cross-Cultural Differences, Prevent Acculturation, and Assess, Address and Promote UX-maturity.