When we think about usability and human factors (HF) research, it’s easy to focus on methods, data, and results. But at the heart of HF studies are the human participants. Participants can be fatigued, anxious, in pain, short on time, or managing a health condition that fluctuates day to day, so ensuring the study is designed with them in mind is as important as what data is being collected.
Participation is rarely “one size fits all”. People bring different schedules, needs, and comfort levels to a session. For some, those needs are more complex or less predictable than others. Drawing inspiration from hospitality, where thoughtful planning reduces friction and builds trust, we aim to create study sessions that feel clear, respectful, and supportive from start to finish, while still capturing the valuable data our clients need.
A note on “vulnerability” (and why it matters)
In research, “vulnerable” can mean many different things. It doesn’t just refer to a diagnosis; it can apply to anyone who may face additional barriers to taking part, or who may need extra support to feel comfortable and confident in a study setting.
Levels of vulnerability can be shaped by a variety of factors including fatigue, pain, medication timing, travel demands, caregiver responsibilities, communication needs, age, or by the sensitivity of the topic itself. Because of this, the “vulnerable participant” lens is something that needs to be considered at every stage of the participant journey form planning and consent through to the study itself and post-study communications.
Designing the study (reducing barriers from the start)
In hospitality, the best experiences are shaped long before the person arrives, through planning that anticipates needs and removes friction. We take the same approach to usability studies by designing the session around the participants from the beginning, particularly when participation may be harder due to mobility limitations, fluctuating symptoms, or the need for additional support.
In practice, this means actively considering and implementing details such as:
- Where appropriate utilising in-home or remote sessions, to improve access and remove the burden of travel
- Ensuring facilities are accessible and there is parking available at the venue or nearby
- Travel and accommodation reimbursement, including overnight stays when needed, to remove financial and energy barriers
- Flexible scheduling (early mornings, evenings, weekends) and built-in breaks, recognising that energy levels and symptoms vary
- Health and safety preparation, such as having sugary snacks or drinks available when working with participants at risk of hypoglycaemia
- Planning for caregiver or guardian support, including whether a supporter attends in the study room or in the waiting area, and how this affects consent and data collection
- Respect for religious observance, for example allowing time and privacy to break a fast during Ramadan
- Designing for sensory, cognitive, and dexterity needs by allowing more time; minimising overstimulation, and enabling flexible approaches that support attention, comfort, and sustained engagement
These details may seem small, but they reduce barriers, signal care and respect, and often lead to better engagement, particularly for participants who might otherwise struggle to take part. For individuals with vulnerable conditions, attending study sessions can also provoke significant anxiety; early support through thoughtful planning and clear, reassuring communication can help alleviate this, improving recruitment efficiency and attendance while avoiding additional time and cost burdens associated with poor participation.
Setting the scene (ensuring participants are comfortable)
When you enter a hotel, shop or restaurant, the first few moments shape your entire experience. The same is true in study sessions. For participants who may be anxious, tired, or simply unfamiliar with the setting, the arrival and welcome can set the tone.
Our aim is to make the start calm, clear, and supportive, so participants feel confident about what’s coming and what support is available. This includes:
- Sharing clear travel and venue information in advance, including accessibility details, parking, entrances, and what to expect on arrival
- Building in time at the start of sessions for participants to arrive, settle, and meet the team without feeling rushed
- Keeping interactions calm and composed, even when time is tight. Participants, especially those already under strain, will pick up on study team stress quickly
- Walking participants to the room and orienting them to the setup, or remote environment, including introductions to relevant team members and equipment, so there are no surprises
- Talking through what to expect from the session, including how breaks work, and that stopping is always an option
- Explaining activities clearly, and reassuring participants that they are not being tested
This approach helps participants feel comfortable and better able to engage, while also protecting data quality by reducing avoidable stress that can influence behaviour or feedback.
During the session (responsiveness, dignity, and care)
Even with careful planning, needs can change during a session. Fatigue can build, symptoms can fluctuate, attention can dip, or sensitive topics can feel heavier than expected. A hospitality mindset helps here. The goal is to notice and respond early, so participants don’t feel they need to push through discomfort to be polite.
Good practice during the session includes:
- Starting with a brief “getting to know you” moment, confirming identity and context while giving participants time to settle
- Checking in throughout, either directly (“How are you doing?”) or by observing signs that the participant may need something, such as a drink, a short break, or a few moments of informal conversation between activities to help ease nerves
- Proactively normalising and offering breaks, especially when working with participants who may experience fatigue, or have physical or cognitive limitations
- Adjusting pacing or format when needed. While the session has a clear structure, the team understands where there is flexibility. This can include adjusting lighting, reducing background noise, changing seating, simplifying instructions, or using alternative prompts without undermining study objectives
- If a caregiver or guardian is present, being clear about roles, including when they can assist and when the participant’s own responses are needed
- Keeping wellbeing front of mind by paying close attention, and if stress or agitation arises, focusing on calming, clarity, and reassurance rather than pushing forward
- Being prepared to pause or stop if it becomes appropriate for participants safety or comfort
This is where the “vulnerable participant” lens matters most. It guides us to respond with sensitivity and professionalism, rather than treating discomfort as a minor inconvenience.
Supporting the research team (because “backstage” matters too)
In hospitality, a strong front-of-house experience depends on being well supported behind the scenes. Research is no different, particularly when studies involve sensitive topics or participants with complex needs.
A well-informed team underpins everything. This includes understanding who we are interviewing, being thoroughly prepared and trained on the protocol and session purpose, having the experience to know where flexibility is appropriate, and working with a shared commitment to participant wellbeing as the priority.
Why this approach is important
Designing studies with vulnerable participants in mind requires additional time and care, but it strengthens rather than compromises research quality. In our experience, prioritising participants leads to better engagement and more meaningful outcomes. Drawing on principles from hospitality helps create a comfortable and supportive environment. Although particularly important for vulnerable participants, this approach benefits everyone, ensuring all participants feel respected and valued. Participants who feel cared for and happy after the session are also more likely to take part in further research or recommend the experience to others. This hospitality approach ultimately support richer insights during research activities, grounded in positive human experience.
Written by Lisa Forde, Senior Human Factors Consultant and Tina Krolo, Human Factors Consultant.