An Interview Protocol for UX and Data Extraction (Facebook Profile lock option)

[Title]

User's problems faced when enabling the profile lock option on Facebook.

[Project Description] 

Facebook is a widely used social media platform, where users connect explicitly with their friends, family, colleagues and other people. They share photos, status, videos, messages and more. Most of the time Facebook users want their security. Because they do not want unknown people to share, download or misuse their photos and activities. Facebook has a profile lock option that locks your profile, and the only Facebook friends see your activities but the unknown person doesn't see. The Facebook profile lock system is not easy to enable. There have a lot of Facebook terms and conditions to follow to enable the profile lock option.

[Overarching question]

What unusual or unexpected problem do users face when enabling the profile lock option on Facebook, especially when all terms and conditions fill-up to submit and, enable the Facebook profile lock option?

[Introduction]

Hi, my name is Imran Uddin, and I’m here to understand better how you enable the profile lock option on Facebook and what problem you are facing. This interview will take about 10-15 minutes, during which time we’ll go through some questions. Throughout, I’d like you to treat me as if you’re describing the situation to someone who isn’t easy to enable the Facebook profile lock options. I’m here to learn from you. A couple of things before we start the interview. To the extent possible, I will take your comments to be confidential. If we show your comments in our final report, we will hide your name and information. If there’s anything you really don’t want on the record, even if it’s anonymous, please let me know that. Also, this interview is entirely voluntary on your part – if for any reason you want to stop, please let me know. We can end the interview at that point with no repercussions for you of any kind. If you don't mind, can I take an audio recording? This is just so that I don’t miss anything – no one other than the research team will have access to the recording. Thanks. Do you have any questions for me?

[Warm-up question]

• Why do you need Facebook profile lock?
• In general, are you happy with the Facebook profile lock option?

[Main interview question]

1. How did you find the Facebook profile lock option on your Facebook control menu? (there are have no specific direct option for Facebook profile lock)

• How did you feel about it?
• Which option or button did you first think of the profile lock option that could be inside? and why?

2. Can you tell me about, what type of confusion you faced with the Facebook profile lock option?

• Do you prefer the Facebook profile lock option inside the "help and support" rather than "settings and privacy"? If yes/no, please explain why?
• Which of the terms and conditions of the profile lock enabling, you don't understand?

3. Can you think of a specific instance when you are searching the profile lock option inside the help center search box of Facebook?

• Was have any bad process that the task was difficult and why?
• What do you think the better process?

4. Tell me more about the last time that, why you are failed to enable the Facebook profile lock option? 

• How did you handle that situation?
• How did you try to address the problem?

5. After fill-up all terms & conditions for enabling the profile lock, if you face any problems, How did you handle that situation?

• What issues do you find in this process?

6. What option do you prefer for the Facebook privacy purpose?

• How do would you improve the current system?

[Conclusion]

Thank you for giving me your valuable time. It's was a fantastic interview session. I spent a great time with you. If anything else occurs to you after I leave, please don’t hesitate to let me know by email. If you’d like, I can send a version of the report that we’ll write based on this interview. Do you have any questions or comments? Thanks again!

[Data Extraction]

(Participant Id: P01, P02, P03......)

Direct quotations:  

• P01: "I want my personal information can not use anybody without my permission. That's why the Facebook profile lock is very important for me."
• P01: "I'm not happy with the Facebook profile lock option."
• P01: "It's tough to enable this option."
• P02: "It would be easier to enable the Facebook profile lock option without any terms and conditions."
• P03: “Terms and conditions were pretty straight forward”

Observations or interpretation:

• P01: There are some options from the "Help and Support" interface, that I have not familiar with it. It was confusing for find out the Facebook profile lock.
• P02: There have a lot of Facebook terms and conditions to follow to enable the profile lock option.
• P02: The Facebook community do not clarify the specific term and conditions.
• P03: Into enabling condition, there no search or help button to understand the conditions.
• P03: I've filled up all terms and conditions, but I cannot still apply for this one. It's unsatisfactory for me.

Factual statements

• P01: When I was failed to enabling the Facebook profile lock option, then I was exiting my account. Because it's annoying and frustrating.
• P02: There are have lots of articles. It's confusing.
• P02: I do not want to waste time to read lots of articles for enabling Facebook profile lock.
• P03: I can not think of a specific instance when I search the profile lock option inside the help center search box of Facebook.
• P03: I like "Privacy Checkup" inside the Facebook profile lock.

Suggestion:

• P01: It's petty easier to navigate if Facebook profile lock option inside the "Setting and Privacy"
• P02: It could be improved if there are have no terms and conditions.
• P03: It could be easier to find the Facebook profile lock option if it has a direct button. (NO/OFF)
• P03: It is better not to have access to any dependable button in the Facebook profile lock.
• P03: Remove unspecific options. Make it easier to enable the Facebook profile lock option.