Upgrade to Pro — share decks privately, control downloads, hide ads and more …

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

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!

uxaustralia
PRO

March 18, 2022
Tweet

More Decks by uxaustralia

Other Decks in Design

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
  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
  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
  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
  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
  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
  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
  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,
  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
  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
  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
  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
  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
  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 .