Leveraging everyday mobile communication platforms for inclusive and accessible user studies: A WhatsApp case study

Traditionally conducted in person, user research is increasingly shifting to remote methods that leverage everyday communication technologies. Although video conferencing platforms such as Zoom have proved successful in supporting distributed user research, they also pose challenges for low resource settings, including high costs, scalability concerns, and the need for stable internet connectivity. In response, we explore how widely adopted alternative mobile messaging platforms might support flexible, on-the-go, and accessible research. Using WhatsApp as a user study platform, we conducted a two-year study on designing technologies for collaborative Type 2 diabetes (T2D) care in Port Harcourt, Nigeria. We conducted interviews, surveys, design workshops, and think-aloud prototype evaluations with 112 participants in total. We found that while WhatsApp can effectively support diverse research activities, its use requires adaptable study designs that accommodate app updates and participant preferences. This paper provides practical guidance on using mobile messaging platforms like WhatsApp for user research, including mitigating ethical risks, fostering multimodal interaction, and managing disruptions and participant dynamics. We argue that leveraging popular mobile platforms is an ethical, inclusive, and situated approach that might broaden participation in the design and evaluation of interactive technologies. • Distributed research methods for understanding lived experiences using WhatsApp. • Mobile messaging applica:ons support data collec:on in low resource regions. • WhatsApp can be used for interviews, surveys, design workshops and think-aloud protocol sessions, but with certain considera:ons. • Provides a framework for human-computer interac:on and social science researchers to facilitate data collec:on across a large group.