Citibank puts remote user testing on trial

BELGIUM-- Citibank has collaborated with research firm InSites Consulting on developing a new tool for remote testing of online user experiences.

The Online 1/1 service uses remote desktop technology to allow researchers to monitor, from within their own computer screens, a respondent's interactions with a website design.

All mouse movements and clicks are tracked and recorded for later analysis, while voice over IP technology allows for in-depth discussions about the experience as it happens.

The financial services firm helped put the tool through its paces with two studies of its website – one that used Online 1/1 and another using traditional offline user experience testing.

Tom De Ruyck, InSites' R&D consultant, said that while the outcomes of the studies were identical, the online method had advantages in terms of costs. Also, he said, respondents were found to be more at ease working in their own environment with their own PC, keyboard and mouse, all of which had a positive influence on the length and honesty of their answers.

Author: Brian Tarran