Alana Wade & Serena Lai - Gloves in the time of Corona - Guerrilla Testing in a Pandemic Transcript

How do you get real people to test a physical prototype during a pandemic?

Alana Wade and Serena Lai, user researchers at the Digital Transformation Agency, will share their personal 2020 experiences. They needed to conduct research on a government device, testing a facial recognition feature to verify real people with real people. Something that couldn’t be done remotely. Their option? Guerrilla testing: brief face-to-face interactions with people going about their daily business. Alana and Serena will share the lessons they learned pivoting a project in May from in-depth in person research into a socially distanced feat of guerrilla testing. This includes adapting to quick changes, preparing for rapid testing and insight gathering, and how to build trust in seconds with passers-by when you have to remain distanced. This was also a real challenge for observation on devices!

Transcript

1. N e ha hi i a edi ed a c i f a li e e e a d he ef e ma c ai e . Thi a c i i he j i e f Ca i LIVE a d he a h i ed a e ible f a me a d ma be c ied ed b a he a i h a h i a i . www captionslive com au | captionslive outlook com | UX A a a D R a c Da 2 T da , 18 Ma c 2021 Ca i ned b : Hila Cadd
2. N e ha hi i a edi ed a c i f a li e e e a d he ef e ma c ai e . Thi a c i i he j i e f Ca i LIVE a d he a h i ed a e ible f a me a d ma be c ied ed b a he a i h a h i a i . Page 26 ha i i , j alking e le, nning a fe e . When ' e ac all he e, ka , he e' i e a l m e in l ed be able ha e a c n e a i n, li en, in e e and ake i a a . STEVE BATY: Ye . STEPHANIE LAMONT: Yeah, i ' ne f h e hing , I hink. STEVE BATY: Thank e m ch. STEPHANIE LAMONT: Thank f ha ing me. STEVE BATY: O lea e. O ne e en e a e Alana and Se ena, he 'll be j ining m men a il . Thi e en a i n - hell . Thi ne e en a i n ill l k a h e c nd c e ea ch i h h ical e d ing a e i d f a andemic and all f he i e a cia ed i h ha . Alana, hank f j ining, Se ena, he e a e, hell . I ill hand e . Thank b h f j ining . ALANA WADE: Thank e m ch f ha ing . SERENA LAI: Thank . S I'm j g ing ha e c een. STEVE BATY: W nde f l. SERENA LAI: J an ee if I can ha in lide Sh m de. The e e g . ALANA WADE: Hi e e ne, elc me e en a i n, gl e in he
3. N e ha hi i a edi ed a c i f a li e e e a d he ef e ma c ai e . Thi a c i i he j i e f Ca i LIVE a d he a h i ed a e ible f a me a d ma be c ied ed b a he a i h a h i a i . Page 27 ime f c na, g e illa e ing d ing a andemic. M name' Alana Wade, I' e been king a a e e ea che f i ea in b h g e nmen and i a e c n l ing c m anie and I' e g k n me eall in e e ing jec al ng he a , incl ding a l f abili e ing ing e e acking echn l g . In m a e ime I hel e c e and e-h me g e h nd and I i i a n ing h me i h m he a d g Tiffan h ' he g e h nd n he igh . SERENA LAI: M ch like Alana I' e al been king a a e ea che f ab i ea in b h he i a e ec and g e nmen . S fa I' e been l ck in ha I' e had he i ilege f king in diffe en c n ie incl ding Ja an, he UK and n A alia. M h bbie bef e he andemic hi a a elling a nd he ld. N ada i ' been e laced b a ching Ne fli and g ing n he cca i nal eekend hike alk ff h e cal ie . ALANA WADE: S e' e g ing ha e a e 2020 ha ha ened in Ma la ea , and e i n i b ken in a . S e' e g a ne hich a he mi i n and he blem ha e needed e c me and a 2 a he ce ha e k ge he e. SERENA LAI: S ha a mi i n. In a n hell i a c nd c face- -face abili e ing d ing a andemic hen ad ice e e he e aid d n' g nea e le. S a he a f Ma b came i h a e ea ch challenge. She aid: (READS) And Alana and m h gh e e, n blem, le ' a ec i ing
4. N e ha hi i a edi ed a c i f a li e e e a d he ef e ma c ai e . Thi a c i i he j i e f Ca i LIVE a d he a h i ed a e ible f a me a d ma be c ied ed b a he a i h a h i a i . Page 28 e le ASAP. Ge ing he igh a ici an ake ime. Since e nl had fi e da e h gh e'd j m n ha fi hing. B a n a e a ed lan a ici an c i e ia e ickl hi fi adbl ck . F e am le, h d e be incl i e and n c me ac and being di c imina hen e kn e ld need a c l all di e e g f e le h al had diffe en kin ne and diffe en facial fea e . And h d e incen i i e e le a el all he a ffice f a fi e min e e . We didn' an c me ac a a ing hei ime being de. And he la hing a f he facial ec gni i n f a e d c e had e , h d e en e ha b h f hem ld k in he eal ld and n j i hin a lab e en i nmen S af e hinking ab all f hi a bi m e i n became b i ha adi i nal face- -face e i n e en' g ing gi e he e f e l e needed. In ead, e decided ha he l i n blem a ALANA WADE: G e illa e ing and f an ne h migh n ha e hea d f g e illa e ing bef e i ' a me h d f e ea ch he e ake a e a blic f m and ge e le' h gh and feedback . I ' ick, i ' chea n a i all in l e ca ching e le a he g ab hei da - -da li and a king hem if he ha e ime a ici a e in a ick abili e . While hi g e illa e ea ch made en e , ha i make en e e ec i e ? We kne ha e had a fe challenge na iga e make hi k. We needed ge ign ff f m e ec, e needed ge ign- ff f m he g e nmen agencie e e e king i h. We al needed make e ha e le fel c mf able and afe a ici a ing in hi e f e ea ch make i e en em el h hile f . S h did e ge e ec i e ? We came i h a
5. N e ha hi i a edi ed a c i f a li e e e a d he ef e ma c ai e . Thi a c i i he j i e f Ca i LIVE a d he a h i ed a e ible f a me a d ma be c ied ed b a he a i h a h i a i . Page 29 COVID afe lan and decided d he e ea ch n blic land. S ha a e me ime in g ing h gh a al ce e f ing i a e e . And h d e decide e c me e le alking d ing a andemic. We h gh he be a i b ha ing eall eall b i e nal ec i e e i men n hand and a ailable. And h d e ge en gh e le and a g d mi f dem g a hic . We h gh he be a e c me ha ne a en e a ange f l ca i n en e a dem g a hic mi . S e l ked a he dem g a hic da a f he b b f Canbe a and decided ick diffe en b b ba ed n h e. And hen h d e engage i h e le and b e e he e e i n hile e cial di ance? We had ac ice b e ing e ea ch f m a di ance. S af e ha ing mi iga i n lan in lace and all f a al ed e a ed h e h h hi e ea ch ld ac all k. We all ca ed da infield e ea ch and a ed e a ing ha e needed. We d nl aded he facial ec gni i n d c ha e e e e ing n b h and id and A le h ne and g COVID afe ack ead , e in ed c n en f m and ked e ac l hich l ca i n f g e illa e ing. SERENA LAI: S h did e fini h e ea ch in ge finding in j fi e da ? Well, e' e b iefl c e ed ha ha ened da bef e e ing. Thi a hen b fi came i h he e ea ch blem and e ickl eached he c ncl i n ha g e illa e ing a be i n c m le e he face- -face e ea ch n g e nmen de ice in ne eek. Le ' ha e a l k a ha ' ha ened in he emaining da . One da bef e e ea ch e e a ed el e b ge ing familia i h he facial ec gni i n d c ha e needed g e illa e . We made e ha e e e b h c mf able ing an and id and A le h ne and hi a im an beca e he a e ld g ab e ing
6. N e ha hi i a edi ed a c i f a li e e e a d he ef e ma c ai e . Thi a c i i he j i e f Ca i LIVE a d he a h i ed a e ible f a me a d ma be c ied ed b a he a i h a h i a i . Page 30 a ac all ffe he a ici an a ch ice f de ice, ha he c ld ch e hich ne he e e m familia i h ing. S b h Alana and I had kn h ble h he a and e e i in ca e he a ici an hem el e had an diffic l ing i . And af e e ing and making e ha e el e e e familia i h he e d c , e al a ed acking he hing e needed. S e acked a back and id and iPh ne e had f de ice n , and e al k e a cha ge and ba e ack . We acked lan a d hich e h ed ld gi e i ibili h e e e and ha e e e ab . We e a ed hing like c n en f m , b e a i n hee and en b hing like hand San ad e i e , bac e ial i e , gl e and incen i e l lli . On hi ame da f e a ing, e did a d n make e e e e c mf able i h h he e i n ld fl . We i ched lace , being he m d a i and n e ake and ac iced iming he abili e al ec ding he he facial ec gni i n a cce f ll c m le ed n . We ked h and he e e h ld i i n el e e c ld ee ha a ha ening. An he hing ha he d n eall hel ed fig e a hich e f gl e ked be n he m bile c een ha e had. S af e d ing all e , ha a fi da f e ea ch like? ALANA WADE: A med i h hand ani i e , gl e , cli b a d , name ag and l f en h ia m, e hi he ee . Da ne a ide a big h ing cen e. We h gh he lace e ch e a ab l el e fec . We h gh e c ld ca ch e le a he en ab hei da - -da b ine and he e e e l f cafe . O hinking a l f high f affic a ea. And e b a el a ached an ne h a f ee. And e g n - n , n , nah, n hank , n in e e ed. We g e le e ending make h ne call . We g e le ha ld j
7. N e ha hi i a edi ed a c i f a li e e e a d he ef e ma c ai e . Thi a c i i he j i e f Ca i LIVE a d he a h i ed a e ible f a me a d ma be c ied ed b a he a i h a h i a i . Page 31 ha en ee me hing eall in e e ing n he he ide f he e e e e anding and e e e finding ha he lack f i ibili f h e e e and ha e e e ab a ac all bl cking f m engaging i h e le. We nl g h ee a ici an . B e did find e fi in igh . One f he a did n k ide n a nn da , e en in f ll hade. S i ed, a bi defla ed, and kn ing ha e needed a be e lan f da , e headed back he ffice. SERENA LAI: S af e eflec ing n da ne, n da , in ead f a ing in ne l ca i n e mi ed he e e en ge a be e mi f dem g a hic and changing he e e en al le ge a mi f ea he c ndi i n and hi enabled ee he he e ld enc n e he ame e e had n he fi da i h he n and he hade. We hif ed n nl he a ea ha e e ide big h ing cen e b e al en l cal c mm ni a ea ha e e nded b cafe and mall l cal h like an IGA. We al k a DTS ba e i h and g DTA c mm eam hel i h a cial cam aign. We g hem c me i h in he m ning he c ld ake a ic e f . Wha e al did a e hand ani i e , bac e ial i e , gl e and l lli in lain igh in f n f banne . Thi ned be m ch be e han he fi da beca e ha ha ened n he fi da a ha Alana and m elf e e b h nning a nd i h back ack, and ne ld be h lding he e de ice and he c n en hile he he e n ld be h lding he hand ani i e , he gl e and he l lli . The fac ha e e e able and in f n f he banne and le e le c me a eall g ea . C m a ed da ne, h did e fa e. Well, DTA ba e hel ed e le' c i i . A k e i n a h e e e and ha e e e d ing. Af e lea ning ab ha e e e d ing, he e e ha hel .
8. N e ha hi i a edi ed a c i f a li e e e a d he ef e ma c ai e . Thi a c i i he j i e f Ca i LIVE a d he a h i ed a e ible f a me a d ma be c ied ed b a he a i h a h i a i . Page 32 The e e ea ed ha e e e aking COVID afe e i l . The c ld ee ha e e e b h ea ing gl e and ffe ing hand ani i e a ell a i ing d n an en bef e handing hem he e h ne ac all e. While e en ab abili e , a l f nl ke became e c i . In fac , in ne a ic la lace ha e i i ed, e g m ch in e e ha e le a ed lining ha e a g a he e e ai ing f hei m ning c ffee. Alana and I ac all had li , in ead f king a a ai ge h gh e e ne. S i a a g ea hing ha e b gh e a h ne i h . Af e da f g e illa e ing, he emaining da a en back in he ffice n he i ing and anal ing ha e b e ed. We al ed ha da e a e finding and ha e h e i h b and akeh lde . ALANA WADE: S ha e e e l ? Well, e g in igh ha nl infield e ea ch ld ha e gi en . F e am le, he a ha did n k ide b a ab l el fine in ide. We g g ea c mm ni engagemen in he m ne ec ed lace . We f nd ha he mall l cal h ha a cafe, IGA and he e e e a g ld mine f c mm ni engagemen and e f nd ha e le e e deligh ed ha e e en a i e f m he g e nmen e e in hei c mm ni and e e ha ake a in he e and ide feedback. We g a be e mi f dem g a hic and e had eall g d e e en a i n c nfiden l e finding . We had h hai , l ng hai , n hai , f inge , bea d , m ache , gla e and diffe en kin ne and e g 14 a ici an in al hich a he e fec b eakd n f e en f each d c and each de ice e hich a ama ing e l f e ing d ing a andemic. SERENA LAI: And hen in e m f le n lea n , af e da
9. N e ha hi i a edi ed a c i f a li e e e a d he ef e ma c ai e . Thi a c i i he j i e f Ca i LIVE a d he a h i ed a e ible f a me a d ma be c ied ed b a he a i h a h i a i . Page 33 g e illa e ing ad en e , e lea n ha ha ing i ibili f e a im an and hi a im an beca e i le e le kn ha e e en' f nd ai e ale e le. Ha ing DTS banne i h and ge ing c mm eam hel i h cial media cam aign defini el hel ed ha e e e d ing. We al lea n ha high affic a ea a en' nece a il he be lace ge e le engage. In ead, if e a ied l ca i n and he e e en hi a ha ga e he eall g d mi f dem g a hic and e al lea n ha a ing he e e en al ga e diffe en ea he c ndi i n e c ld check he he he a ked in nn cl d ea he . A hich a ea ked be f , e f nd ha he mall l cal h i h cafe e e m ch be e f engagemen . An he hing e lea ned a n man l ca i n in ne da . On ec nd da ha e did a e i i ed fi e diffe en a ea and en ab 30 40 min e in each l ca i n and e all ca ed 20 min e a el he ne . In hind igh ha ing h ee l ca i n ld ha e been e fec beca e he e a ne again, again ha ne a ic la lace e an ed a l nge b e c ldn' beca e e had al ead g c mm eam hel i h he cial media cam aign a e ld be in he e lace d ing he e ce ain ime l . ALANA WADE: We lea n ha making e le feel afe a ab l el ke . We iding hem i n f gl e and e e iden l ing hand ani i e and i e en a l ng a . Tha aid, e did find ha n man a ici an a all ac all an ed e gl e and m f hem e e i e ha j i h he hand ani i e , b man aid he a ecia ed e had g ne he ffe . If i e e c me and d need g d n hi a h e can ell hand n hea ha m l i e la e de f ee gl e k an ab l e ea n h ne c een .
10. N e ha hi i a edi ed a c i f a li e e e a d he ef e ma c ai e . Thi a c i i he j i e f Ca i LIVE a d he a h i ed a e ible f a me a d ma be c ied ed b a he a i h a h i a i . Page 34 We lea n ha he incen i e ha e lanned e e nnece a , b al n an ed. The bigge incen i e f e le a be in l ed. And lea e li le e feeling hea d and alida ed. S ha e e bigge akea a ab g e illa e ing d ing a andemic? Well, g e illa e ing i eall nc mf able. Y ha e n ake ejec i n e nall , and ge a l f ejec i n . We f nd ha ha ing a e a ed line ab h e e e and ha e e e d ing en a l ng a if an ne did ha e an i e i h being in blic. Thankf ll e nl had e ha nce. We lea n ha e en i h all he n e , i a ell h he eff ge he e l ha e did. Thank . SERENA LAI: Thank m ch. I'm j g ing ha ing he e. STEVE BATY: Thank Alana, hank Se ena. SERENA LAI: N ie . STEVE BATY: One ick e i n a ha he he n enc n e an c nce n f m e le ab he g e nmen and facial ec gni i n? Did ha c me a all? ALANA WADE: N m ch b ha did c me and i ' me hing e had k h gh lanning i hen e fi g gi en hi challenge, i a e e ne' nde anding ha he ac al e de ice ldn' be ing h image f m he e . And hen e ac all f nd , I hink he m ning bef e e e e ab head , ha ha ac all a n' he ca e and he ld be ing e le' h in a da aba e and e had change all c n en f m , be eall
11. N e ha hi i a edi ed a c i f a li e e e a d he ef e ma c ai e . Thi a c i i he j i e f Ca i LIVE a d he a h i ed a e ible f a me a d ma be c ied ed b a he a i h a h i a i . Page 35 e lici ha ha a he ca e and e did find ha me e le ld c me and alk and e e in e e ed in being in l ed b hen he a ha he li el declined. STEVE BATY: Fai en gh. ALANA WADE: And I hink i h hi a ic la f a e, i ' n a c m l a f he digi al iden i ce ide face and g h gh ha ec gni i n ce a ell. The e a n kind f f ced a h f e le. STEVE BATY: Tha ' g ea . Tha ' nde f l. L k, hank b h m ch f ha ing ha in igh . I'm glad ha i en ell nde i e challenging ci c m ance . Thank f ha ing i i h . ALANA WADE: Thank . SERENA LAI: N ie a all. Thank m ch. STEVE BATY: S ne e en a i n c me f m La a R an. Thi i a e change f ace, a alle clean e bef e he m ning ea b eak, if ill. La a' g ing be alking ab he le f being a de ign e ea che in c ea ing ell c me. Hell La a. LAURA RYAN: Hi S e e, h a e ? STEVE BATY: I'm e ell. Thank f j ining . LAURA RYAN: M ab l el lea e. I a ac all feeling eall eall