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Contributed by
Compassion In Dying

Overview

Compassion in Dying provides online help to people looking for information about the end of life through its website.

As part of the process of designing and writing new content, Compassion in Dying needs to check the information they produce is clear, accessible, and meets the needs of people.

Recipe status

This recipe has been in use since March 2020.

We are not sharing this recipe as the perfect solution to a problem, but we believe Compassion In Dying’s learnings could be very useful to other organisations.

Users and needs served

  • As a staff member, I need to conduct user research with service users
  • As a staff member who has designed or written new content, I need to test it with service users
  • As a staff member, I need to get consent from the participant when conducting user research

Software and tools used

Ethnio

Ethnio is an all-in-one participant management solution for UX research.

Compassion in Dying uses Ethnio to intercept website users on specific pages so it can ensure it is researching with the exact types of users it needs to.

Cost

Ethnio is available at £57 per month.

Considerations

Ethnio is an easy way to target specific types of website users with whom you might want to conduct research.

It is a powerful tool with lots of features, but as it’s a US company some of these (such as the paying of incentives) are a bit limited for the purposes of UK-based organisations.

Consent Kit

Consent Kit is a simple tool designed to manage the consent process.

Compassion in Dying uses it to automate admin tasks and give researchers and participants a better experience.

Cost

Consent Kit is available at £30 per month.

Considerations

Consent Kit is a simple tool, with templates and an intuitive interface. It was set up by an experienced user researcher so it’s been designed to make the work of researchers much easier.

Recipe steps

1. Integrate software with your website

Add tracking code and JavaScript to the site for Ethnio, as it’s a pop-up.

You’ll need access to Google Tag Manager or the backend of your website.

If you don’t feel you have the expertise to do this, look into working with a web designer.

2. Consider your timeline

Think about when you need research results for, especially if it is to inform any design sprints you are working on.

Map out when your deadline is and work backwards to understand when to set the pop-up form live on your website.

3. Think about your users

Are they looking at your homepage or are they looking at a specific type of content?

Ethnio brings in a list of users that you can do your research with. Whittle the list down to target people you’re interested in.

When approaching the targeted group, consent is obtained through Consent Kit.

You’ll need a lot more people to respond to the pop-up than your target number to conduct research with, as not all the people who have shown an interest in taking part are going to be the right users.

4. Evaluate consent given

Consent Kit emails out consent forms and you will receive alerts when someone has filled in the form. You can then look at what consent the user has given to inform how you will conduct research with the user.

Guidance

Website intercept testing is a tiny part of user research, so it is not a whole solution to user recruitment. Website intercept testing is also sometimes used to do live research, whereby you respond to user interest there and then.

Compassion in Dying recommends website intercept testing because the whole point is to start talking to users. This makes the task of recruitment a lot easier. However, this is only for the first part of user testing. There is still a lot of work involved in later steps of recruitment, such as writing user research scripts, discussion guides, and analysing findings.

Risks

Some users might think emails sent from Consent Kit are scams, as they mask email addresses. This might lead to drop-off from the pool of people who have said they are interested in taking part in research.

Thanks

Many thanks to Compassion In Dying for contributing this recipe.

Licence

This recipe is licensed under a Attribution-NonCommercial-ShareAlike 4.0 International Licence.

That means you are free to copy, redistribute, and build on the text of this recipe, but only for non-commercial purposes (if you want to use it for commercial purposes, get in touch with us at [email protected]). You must give credit to both Catalyst and Compassion In Dying and link back to this page. If you build on this recipe then you must share your version under this same licence.

Recipe published on April 20th, 2021. Last updated August 6th, 2021