Luella Paine - How to run a multi-country qualitative study and keep your sanity

When I led a global qualitative UX research project earlier this year, on paper it seemed like one of our typical projects: 50 participants, 60-minute remotely moderated one-on-one interviews and a straightforward research topic. But with participants in seven countries, across 16 time zones and with many non-native English speakers, this project proved to be quite different. This presentation discusses some of the challenges of conducting a multi-country qualitative study including recruitment, scheduling, logistics and study design. Oh, and it helps if you don’t try to move house at the same time!

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 2022
   F da , 18 Ma c 2022
   Ca i ed b : Ca el D e & Ti a Fall
   

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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 30
   eake . If did ' ca ch ha , L dia a c i g f Ge a ,
   A a f P gal. N , I'll like i d ce L ella Pai e h i alki g
   ab h a l i-c ali a i e d a d l e i
   al g he a . Hi, L ella.
   LUELLA PAINE: Hi, S e e, h a e g i g? Hi, e e e.
   STEVE BATY: Ve ell, ha k f j i i g .
   LUELLA PAINE: Tha k . I'll ge elf e a d e ca ge a ed.
   STEVE BATY: W de f l.
   LUELLA PAINE: I' h i g ca all ee ha ?
   STEVE BATY: All g d, e . O e .
   LUELLA PAINE: Tha k S e e a d ha k all he e e e f
   e eall i f a i e alk . I' e eall e j ed he c fe e ce fa .
   I'd like ack ledge ha hi e e a i i bei g held he
   adi i al la d f he adi i al e le f he K li Na i a d a
   e ec Elde a , e e a d f e. Tha k f De ig Re ea ch f
   ha i g e he e da a d ha k f c i g al g. A e ea che e
   e ch f i e b ied i e ea ch jec . S ch ha
   e i e i i ice c e f ai a d eflec ha e ha e bee
   d i g a d i a ic la , ha e c ld be d i g be e . I a i e f
   h e e f eflec i ha I decided e a e a d ack
   he l ge a d e a e hi alk. Thi i e. I' e bee ki g i he
   UX/CX ace f e 20 ea . I' e bee f c i g e e ie ce e ea ch
   

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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 31
   f he a fi e ea . Thi i T a d Sea c lleag e a d e a e
   a e e ie ced e ea ch a eg c a he e i Melb e, U1. The e
   a e a be f e e ie ced c l a like e i ac ice.
   C llec i el e ld ha e ell e a ce f UX e ea ch de
   bel . I i a i ilege be able be i ch a e h e f k ledge
   a d e e ie ce. I did ' ba a e elid he I a gi e he lead a
   la ge l i-c di c e jec . The e ki d f e e jec a e
   c lace he e da a d i ake e e f clie a i hei
   c e ba e a d he ld. C e l ab 95% f U1' e ea ch i
   c d c ed e el . O clie ca a ch a li e ea f e i
   f a he e a d he ld. The i e f hi jec a ' f a
   a ic la c ce . A U1 e ha e d e c a big jec i h ca
   deadli e a d hi e l ked like a alk i he a k b c a i . Sea
   e e ed e f h e big c a jec ha e did. B a e
   a ed la i g a d i le e i g, hi jec did h e
   al challe ge . Tha ' h I h gh i ld ake a g ea ca e
   d a d all e h bl ad i ca each a ld d g like e
   e ick . Fi I'll gi e a b ief jec backg d. J e ha
   beca e i ' c e cial i c fide ce I'll ha e eak ge e all , b
   ill ge he gi . The b lk f alk ill f c h e challe ge I
   e i ed, a d ha e did ab he . I ha e b ke he i f
   a ea - ched li g, ec i e , la g age ba ie a d c d c i g
   i e ie . Fi all , I'll d a ick a - a d if he e i i e, I ill e
   hi g e i . If hi k f a e i a e g al g, lea e
   i i he cha . If he e' i e, I'll add e h e a he e d f alk.
   O clie ha a gl bal digi al a ke lace a d a ed lea e
   ab ec i e c e f ke a ke i h a d S h
   A e ica, E e, e a d S h A ia - h e fi e egi . U1 a
   e gaged c d c 50 i -de h i e ie a d a ici a e e eb
   

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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 32
   a d c de fe i al h ked f all edi age cie , la ge
   ga i a i e e f eela ci g. The e g e e ecificall e le
   i h ha d he l , ece a il de ig e e ea che like
   elf. We eall a ed he be i g diffe e ack a d he f c
   f a l f di c i i he e i a ab ha ack he e a d
   ab he challe ge he had i hei k lace . O a ici a e e
   f e e c ie - he US, he UK, Ge a , F a ce, T ke , I dia
   a d B a il. Thi ea c d c i g i e ie ac 16 diffe e i e
   e . The i e ie e e i E gli h b f a a ici a , hi a
   hei ec d e i e e e hei hi d f h la g age. A a f
   ha ge g a hic each, hi a a e a da d di c e jec f
   U1, b e e a fa i he i eli e f ec i i g ac a
   diffe e e i ie a d al , f he i e ie ched le. All i all, e
   all ed eek f he e - , eek f e - hich i cl ded
   ec i e . T eek f i e ie a d eek f he i a d
   e i g. The fi a ea I'd like alk ab i ched li g. Whe e
   a ed a i g he ched le i c a e h e 16 i e e , e
   ickl f d ha he e a e l li i ed i e he e he a ici a '
   i e e c f abl i e ce ed i h he e i A alia, le , f
   c e, ' e ha c d c i e ie i he ee h f he
   i g f da i e d. Thi c fe e ce i a ca e i i . M f
   i e a i al e e e a e j i i g a e i c e ie i e f
   he - ei he e ea l e la e i he da . E e i h ca ef l
   a i g e ill had d e e i a 6a a d I a al b i g
   he id igh h i e a fe i e . F il e gh, e did ' ee a
   f clie i h e i al ie i g e i f h e ea l bi d
   e i . If ' e d i g hi ki d f gl bal jec , I highl ec e d
   l i g e all ec i e ched le i a i al a . Tha a ,
   ca a ee he bl ck f i e ha ill k f each i e e
   

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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 33
   a d he e he e i e la . O ce k ha k f each i e
   e, ca a ecif hi i ec i e b ief . Whe ' e
   l deali g i h a c le f i e e i ' fi e be e -e ded i h
   i e a d le he ec i e d he ched li g e e all he
   a ici a ched le he el e , hich i g ea he ' e i g
   -li e ec i e la f . We d hi ki d f hi g all he i e i h
   jec . O ce e i l i le i e e , I ec e d
   icki g a ic ched le, he i e i a ge i g e e e
   ickl . K i g h e c a ible i e ade i ch ea ie f
   e ched li g f hi g like - h ca cella i . I al a ided
   ch bl - i he i eli e. I jec i h l f i e ie , e a
   U1 fi d i effec i e e l i le de a c e e i e ie i
   a h e i ef a e, h e e i hi jec e eali ed he e
   de a e had he e c lica ed he ched li g beca e. Ha i g
   de a a i al a d e ga e each c e i e f
   i e ie . If ' e d i g a l i-c jec , i ' h eighi g
   a d c f i g e ha e de a a d l ki g a he
   e i e e f jec ca fi d ha l i a e ee .
   P e ch i h e c cial fi eek f he jec I a elb dee
   i acki g h e ake he e egi al Vic ia. J a
   i - if ' e aki g a big gl bal d , I gl ec e d ha
   d ' a d e h e a he a e i e! Wi h ec i e , e
   decided e -li e ec i e la f f fi di g a ici a i he
   USA, UK, Ge a a d F a ce a d a e i h l cal ec i e i
   T ke , I dia a d B a il. The e a e ce ai l a ad a age i d i g
   -li e ec i e . Ob i l c , g ea fle ibili i h he la f ,
   he c ee i g a d ched li g i eall ea . The ha e b il -i e e
   c a ible. The c ica i i h a ici a i a ci ch a d i i l el
   ha e di ec e agi g i h a ici a . Y ha e c le e c l
   

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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 34
   e ec i e . We had i i iall la ed e j e -li e
   la f a d ha a a la f ha eciali ed i ec i i g
   fe i al gi e he c h e e e l ki g a . If e had bee able
   ce a ici a f ha e la f i ld ha e bee h
   aili g, b a i ed e had e h ee diffe e -li e
   la f ee a f he a i c ie i d . O e
   hi g e i h -li e la f i ha he ' e all e diffe e i
   hei ici g, ce e , i e face a d he a ge f a ici a hei
   a el . S e ked eall ell f hi jec a d e beca e f he
   e i e e f jec e e i e f a kl , a c le e a e f
   i e. If e -li e ec i e la f , j kee hi i
   i d a d ake he i e fa ilia i e elf i h each f he la f
   ha la e. I ' i e ible e la f ' ha e
   a ici a f ecific ec i e e i e e e e h gh he
   a a he d a d k i g hi ill a e b cke f i e a d
   headache . The e i g a a ee ha ill be able ec i
   e e e eed f j e la f e eciall if ha e iche
   e i e e . Make e ha e a c i ge c a d hi k ab i g
   ei he he la f he ec i e e h d . O e f he g ea
   hi g ab he -li e la f i ha a ici a b k he el e f
   hei e i - ha e l e ha - a I aid bef e, f hi ld
   ha e bee a c le e igh a e. I' eall glad e e e eall ecific
   ab l cki g i e i e , hich ca d i he la f . We ed
   k i h l cal ec i e i T ke , I dia a d B a il. Thi a ai l
   beca e he -li e la f did ' eall c e ff h e egi f he
   c h e e e l ki g f , b e al h gh e eeded ch e
   l cal e e i e f h e c ie . U1 i a e be f he UX fell ,
   ha ' a gl bal e k f ke e c a ie i 23 c ie i he
   ld. We ha e ked i h a fe a e c a ie i a i
   

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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 35
   i e a i al jec . We eached i h he e f lk h i
   ch i h a ec i e did he ec i e f . O ec i e
   e e ie ce i each f he e c ie a i e diffe e a d f e
   challe gi g. Fi l i h he i e diffe e ce , he e a f e a l g ai
   be ee e di g a e ail a d ge i g a e e a d hi i ' g ea f
   he e le el he i eli e a e igh , igh a fac
   ha i i i ial la i g. E e h gh all ec i e had g d
   ke E gli h he e e f e eake i h i e E gli h a d ha
   i ac ed h ell he c ld ee he ec i e b ief . I e ec , I
   ld b ild i e h e e e c ica i ha I ld
   di a il f l cal jec . Thi ld al be a g ea a f b ildi g
   a i h e f h e e e ec i e ha e had ' ked i h
   bef e. I al had e d a l e i e e i g he ec i e
   de d he b ief. E e he I a e ha he did de a d, I
   ill e a l f i e, ch e i e ha al, e i g ec a d
   hi g back e e ial ha he f a d. I fac , I a
   i ed a h f e hi g g l i a la i a d hile he e a '
   eall a a e-e all f he hi g ha e e g i g ff he ail
   he e a d he ha ld ha e , f he e ki d f jec I'd
   ec e d a ch e ha d a ach i h ec i e a d
   al b ildi g ha i i eli e f . I ce ai l a ' e a ed
   f e f he diffe e k le f a e . L k, he ' e
   legi i a e k le i he c ie he ' e ki g i , i ' j ff
   ha I a ' ed . S e e e e I a e hel ed b he
   eg la i a d i e i f a ec i e ' c ica i . I a he , I had
   a ec i e h ld g AWO L f da lea i g e de i g ha a
   g i g . I fac , I lea ha T ke ha a h ge a f blic
   h lida . S e i e ha e i b ll i h h e f
   che , b a ici a i g ha diffe e c ie a d c l e ha e
   

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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 36
   diffe e k le ill ce ai l hel a id a a i e . Of
   c e, a M h ' la al a dic a e i g da la ded igh i he
   hick f ec i e . While i a a e ci i g da f he d g , i i
   e hi g I e e a face i life i e agai . I a f e h e h e,
   albei i h b e acked he ceili g a d de k, I c i ed
   a gle he jec . La g age a babl he bigge challe ge f hi
   jec , b h i e f ki g i h e ea ec i e a I' e j
   flagged, b al i c d c i g i e ie i h a ici a f h
   E gli h a be a ec d, hi d f h la g age. I' e al ead ke
   he challe ge f c ica i g i h ec i e he e E gli h i ' hei
   fi la g age b he i c e ec i e ecifica i , e
   big hi g eali e i ha E gli h ec i g i g be a la ed i
   a -E gli h c ee e a d he ha c ld ei he be a i e
   e i ai e ha ec c le e -li e, a c i ke b
   ec i e e he h e, i c ld be a i f b h f h e. I had
   a f checki g he e c ee e , f a el I d ' eak a he
   la g age . I had ha he ec i e had ailed he a la i f
   b ief. N , I c ld ha e i i ed ha he ec i e l e E gli h
   c ee e a d c i b I hi k ha ld ha e eall li i ed he c e
   f ec i e a d ec i e ld ha e eall ggled if I'd
   hed ha e i e e . T a age hi challe ge, I ec e d ha
   i e e i le, lai E gli h ec i e b ief a d e ie he e
   e e a big i ie . Ge i g a ec d ai f e e e i , igh
   hi k ha i ' clea a d i le, b ge i g a ec d a d hi d ai f e e
   e ha i eall ef l. De e di g jec , i igh al be
   e ell e ha e c ee e a d c i fe i all
   a la ed i ad a ce. F hi jec he e a ' abili e i g
   c e e i , e l e i ed a a ici a
   ha e a ea able ke E gli h le el, b ha e hi k i ea able,
   

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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 37
   ha ec i e hi k i ea able ca e i e be i e diffe e .
   T a e a ici a ' ke E gli h le el e a ked he e d
   i a h ide i d ci g he el e a d alki g ab he k ha
   he did. Thi a a i le e effec i e a f a e i g each
   a ici a ' e bal kill a d i ga e he i fi d
   e lace e if ece a . While a ici a f -E gli h
   backg d a ha e g d ke E gli h, j e e be ha hei
   abili li e a d de a d c le ke E gli h ill a
   c ide abl , e eciall if ake i acc i e al
   A alia acce . Take ca e i h de a i g ide e e
   he e - like ec i e b ief - a e i i le, lai E gli h a d
   a ic la l a id a c ll iali c le e i l g . Al i he
   i e ie ha e, ick b ief , ick he a ' e i e h e
   e i . I k e like e ha iff a li le bi i l cal e i i g
   be a li le bi e e a he ic i la g age, f e a le, b if
   a iffi g f e le eaki g a ec d la g age igh
   i ad e e l a b i gi g back all f h e c ll iali a d
   e i l g ha ca ef ll eeded f de a i g ide . Y
   a c ide i g a i e e e f e e i . We ed d hi
   f T ki h e i a d ha a he ad ice f ec i e . Tha
   a a fab l a eg . I e ec e ld ha e be efi ed f
   i g a ec i e f e f he e i a ell. While e
   a ici a e e e kee ac ice hei ke E gli h, i a i e
   a ai he di c c le c ce f a h i hei ec d
   hi d la g age. Ha i g a i e e e ld ha e ea ed ha b de
   a d all ed he gi e ch iche e e i hei i e ie . I a
   de i g i h ec i e he he I ld ac all ha e adj he
   i ef a e f e i . I eall a ' e h ch e a i e ha
   ld ake. I' e g a , he i e e e e e eall fe i al a d
   

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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 38
    babl l added a a he 10 i e e i . L k, i
    a e ell e ha i g he i he e i . Ob i l if
    ch e e a i e e e , hi i g i g ha e i lica i h
    ch ca c e i he e i , a I aid, igh a hi k
    ab e e di g he e i efe abl i i i e e i .
    The e' al he i e , f c e, f ci g a d a i g f
    i e e e - all f hich eed be c ide ed a he jec la i g
    ha e. I eall e j ed ki g i h i e e e . I'd d i agai i a
    hea bea a d I'd ce ai l d i agai f i ila jec . While f
    he challe ge e e c e ed e e i he la i g a d ec i e
    ha e f he jec , eflec i he e a e al e hi g c ide
    f i e ie . O e hi g ha a ied a he fideli f he e e
    e i . We had he ad a age f ide bei g e e ial f he e
    i e ie , b a ici a ill f e had e hei ide a e
    ba d id h if he e e ggli g i h b ffe i g. C d c i g l i le
    i e ie e da flak c ec i e f d a i e a ggle f
    he de a . I fac , de i e bei g e a da d de h i e ie ,
    he e i e e fa e a i g he de a ha al. B h
    Sea a d I e e i ed a h fa ig ed e e e a he e d f he da .
    We f d ha e eeded li e fa e i e l beca e f a
    diffe e acce . S e eall g a d hick, e j e diffe e
    f e e had hea d bef e. Addi g ha , e i e he ide
    ali a d ha e dle c ee f c f e e i e ie a d a i le
    60- i e e i c ld e d i e e ha i g. Of c e, he
    i e ie e e e a i g a ici a . Ma f h e e
    ed li e i g a d c e i g i E gli h. Sea a d I f e a
    a ici a bec e f a ed b he li i a i f e e i g c le
    c ce i E gli h a d e f e he a ed l i g c ce a i
    a d he e d f he i e ie . All he e fac al eed be
    

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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 39
    c ide ed i h a l i-c d . O e a i iga e e f he e
    i e ld be c d c l ge i e ie , b I hi k hi ld
    ac all l e d e ace ba i g he i a i . I ead, I ec e d
    eall fi e i g h e de a i g ide l ake e i
    l a-clea a d i le, b e e he ' e ea il de d b
    e e e a e ha le el f E gli h c e e c he igh ha e.
    While i ' c ac ice c e de a i g ide i i i e he
    c e i e e e k h l g a a ici a i g i g
    ake de a a e a e i , b hi beca e i al i hi ki d
    f d . Si l hi g h gh he e i h e e e hi g i j
    ' k i hi i a i . I'd al ec e d all i g e i e
    be ee i e ie a d ched li g fe e i e ie gi e de a
    i e ec e a d ef c . Of c e, hi e e
    ched li g, a ic la l he he e' l h e li i ed i ef a e f
    c d c i g i e ie b b ildi g i a l ge i e ie ha e f hi
    ki d f jec i e e ial. We had fac ed i a l ge i e ie ha e i
    i eli e , b i a i e a a i g e e ie ce f he de a .
    De i e he challe ge , hi a a eall e a di g jec a d he
    i e ie e eall hl . Sea a d I eall e j ed eaki g
    e le f a diffe e c ie . I a ch a a e ea alk
    digi al de el e f a d he ld fi d h he ick.
    O di a il he e e le e ld be c ee i g f e i a d
    hi a a f jec he e e g i i e he i . While ge i g
    h gh he ec i e i e ie age a a e i e e fe eek
    f e, a d I babl e ded i h a fe e g e hai ha I had
    e i l , a he e d f he da he ad bl ck I e c e ed had li le
    i ac e all jec i eli e a d deli e able . B if ' e
    aki g gl bal jec ha i c a e l i le c ie , d '
    a e ha he ' e g i g ll i e ac l he a e a a
    

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12. 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 40
    l cal die . I ca ' e ha i e e gh he i a ce f la i g a d
    ec i e i he e ki d f jec , b h f a agi g clie '
    e ec a i , b al f he a i f e ea ch ea . Ob i l , if
    ca a id i g h e d i g a jec like hi I highl ec e d
    i . Al h gh, f c e, e did all li e ha il e e af e a d b h i g
    h e a d a challe ge a i a a e l f ha jec a e
    a di a e . Tha k , e e e.
    STEVE BATY: Tha k , L ella. Wha a challe ge. Ca hea e?
    LUELLA PAINE: I ca .
    STEVE BATY: E celle . A e i f Ma cel , did e a e
    i e e e e -leadi g la g age?
    LUELLA PAINE: The ac all - a d agai beca e I d ' eak he
    l i le la g age , I ca ' ha d hea a d a he f ll ed
    hi - b he e e b iefed ab i g leadi g la g age, b he
    e e al b iefed e ac l - I ld a he e i i E gli h a d
    he , ha e i ld be a ked i he ecific la g age. Tha ' he e
    I a a li le af aid f he i e ha ld be ake . I a hi ki g h
    g h i ' g i g be d ble he i e. I a k a e i , he a k a
    e i , a ici a a e , he a la e he a e b eah, I a
    eall i ed a h hl i all e . The i e e e e e
    fe i al. I fel like I a i he U i ed Na i b i a a eall
    h ce . S e, f c e, he e' g i g be e a i e a d ha '
    he e i i i i g h e e i i eall i a b e ce ai l - f
    a l f e i e had a e e h ia ic c h , a ici a e e
    ha a f a he 10 i e a d kee alki g. The e e alki g
    

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13. 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 41
    ab hei k, e ha . I e ec , I i h I'd d e i f e
    f he he e challe gi g c ie , a ell.
    STEVE BATY: Did fi d eeded be e ecific i
    di c i g ide ha igh ha e d e he i e?
    LUELLA PAINE: Ab l el . I ade e j eali e h ch e j
    b ild i a al la g age a d he a i ha c e i
    a al la g age. Tha ' ha I aid, if ca ge a ec d a d a hi d
    e e check h e a d he d ' a iffi g a a ge i he
    i e ie , beca e back g e all f ha a ce ha i l i a la i
    a d, i fac , i hi e i e f a ici a .
    STEVE BATY: S eb d a ked, e i ed l ed
    i e e e i T ke , did a e he he ecificall eeki g
    E gli h eake i he he c ie c ld bia e l ?
    LUELLA PAINE: Tha a al a a c ide a i a d e di c ed ha
    i h he clie , a ell. B I g e j f he abili c d c he e
    e i a d b i l le e he hi ed i de a i h l i le
    la g age ha a he be e c ld d i hi a ic la d .
    STEVE BATY: S e i e j eed be a a e f he e ial f
    he e hi g a he ha bei g able ece a il e e i iga e.
    LUELLA PAINE: Ob i l i h ec i e a d I aid , h e
    c ee e c ld ha e had bia . L ckil , e he had he i
    a ch ide , e ie e le. We b i l g he de g a hic f
    ec i e agai , he ha d e f ha de g a hic i f a i
    

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14. 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 42
    f diffe e ec i e i a i c ie a e diffe e i he
    deli e able ha ge f he , a ell. A I aid, I g a fe e
    g e hai b I h bl lea a hell f a l , a ell.
    STEVE BATY: Did ha e ch i he a f c ec i i e ? Did
    ech l g ge i he a f c e a i he i e ie e ibl
    ch?
    LUELLA PAINE: A I aid i alk, fideli a ce ai l a i e. I a
    babl e f a i e j beca e f he i e i f he di c i .
    Thi a ' ligh fl ff. Thi a e c le di c i . The e g e e
    j like iffi g all f he c le ack he e f hei jec .
    I' e c e f a ech backg d, b I' ech ical, j he
    abili li e eall i e l ha , b al ha e a ea i gf l
    di c i i h he . I did ' a be like fai fl , I a ed eall
    e gage. M clie had eall b iefed e ab a l f he ack
    c e e, I lea e ickl he fl ab ha . B fideli
    did la - like he , e g d hi , e did ' ha e fl a d he
    ld d face- -face, b fideli ce ai l had a a la .
    STEVE BATY: Ye , ice. Tha k ch. C g a la i ha
    d like a eall challe gi g b e a di g jec .
    LUELLA PAINE: Tha k e ch f i e e e e. Ha e a
    g ea da .
    STEVE BATY: Ne e ha e A h h i g i g be alki g
    ab e ea ch a a ga e. Welc e A h .
    

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