The UX+D team recently used the software UserVue (from TechSmith) while conducting user tests for the International Finance Corporation. "UserVue is a Web-based service that allows you to remotely connect to, interact with, observe and record users as they navigate an application or Web site."

Over the course of three days, 4 facilitators from Forum One conducted 24 user tests with users all over the world. Overall, the software worked well and was easy to use. We did have some issues with connectivity. If either the facilitator's or user's connectivity is lost for a moment, the session is closed. When this happened to me, I was unable to restart the session, so that test was incomplete and thrown out. Quite frustrating! The UserVue tech support number was hard to find on the website (so here ya go - 888.750.0685). Once I found it and called, the people on the other end were very nice, but could not fix my problem. You mean you can't fix the connectivity in Peru?

Let me walk you through UserVue:
1. Through UserVue the facilitator can create a session and invite one participant and up to 10 observers. When creating the session, the facilitator enters the URL of the website being tested. The website can only be viewed once the facilitator begins the session and the user is connected. No sneak peaks!

2. The user receives an e-mail invitation with an explanation of the software, session, and a session link.
3. At the time of the session the facilitator must log in and start the session.
4. The user clicks the session link provided in the email invitation.
5. Both the user and the facilitator must download UserVue software before the session can begin. The software is automatically removed from the user's machine after the session is closed.

6. User testing begins! The facilitator has full view of the user's screen. There is roughly a one to two second delay between the user's screen and the facilitator's screen. As you can see below, UserVue has a built in chat. This was a definite plus during our testing. We used the chat to document when each task began. Users appreciated this feature because it allowed them to reference the tasks. Also, the user could always refer to the chat if there was background noise, phone static, or our accents were just hard to understand. Once the session is complete, the test is saved to your computer as a Windows Media file.

Though UserVue recorded each session, it did not make less work for facilitators. We were still taking notes as fast as we could. We were recording alternate paths the users took, comments, and times. We will use the Windows Media files as reference and record to this testing, but probably won't spend much time reviewing it unless further investigation is necessary.

All in all I give UserVue a 4 out of 5. It's not completely intuitive, but once you use it a couple of times, you're a pro.