Planning your Welsh-language user research

User research with Welsh-language users can be intimidating, especially if you don’t feel confident or have the skills to do it all perfectly through Welsh.

But participants often appreciate the consideration of the Welsh in research and the design of services.

Discuss what you can and cannot do, give them different options and let them decide whatever they prefer so you can find the way that works for both of you and you’re comfortable with.

For example, they may prefer to:

• test something in Welsh while discussing it in English
• use only Welsh or English
• discuss a specific topic in one language

Be honest with your participant to set clear expectations upfront.

Recruiting research participants takes time, especially if the subject or criteria are niche.

Consider how to recruit a fair number and range of participants to avoid bias. It’s good to aim to have at least 1 Welsh-language user per round of research.

Factor in the time and resources you need in your delivery plans to support recruitment. Be proactive and start recruiting as soon as possible. Use every opportunity to recruit participants for your research or user panel.

If you cannot find real Welsh-language users of your product or service, you can test with people who speak or understand Welsh. These are called proxy users. Remember that the feedback they give you may not fully reflect the experience of real users.

When you recruit participants for your research, you’ll need to understand their language preferences.

Ask them about their Welsh-language proficiency so you can get relevant insights, and adapt to their needs.

Remember there’s no standard Welsh-language user, so focus on a range of participants to avoid bias, including people who use services bilingually.

Ask specific screening questions to learn about their preferred language:

• in their daily life
• to use products and services

Let them know in advance if a colleague is helping you, including a translator or interpreter. They might not be comfortable with someone translating what they say.

You may want to reassure them that it’s okay to speak in Welsh, English, or a mix (Wenglish).

Discuss the session with your participants, including what would make them comfortable and how you can best support them, and give them different options to choose from.

The nuances of switching languages

Consider the nuances and the mental cost of switching between languages.

Testing a service in Welsh while speaking to the researcher in English might work for some participants, but others may find it confusing.

Some people are okay with an interpreter translating everything they say to the researcher. Others find it uncomfortable.

Be clear and specific about your goals, expectations, and your participant’s language preferences. This helps you to:

• understand what language they would typically use service in
• plan the right facilitation and methodology for the session
• know if they prefer to use one language or switch between Welsh and English
• organise any other support you need, including a translator or interpreter

Discuss different possibilities to find the way that works best for both of you. Let your participants make the decision of what to do and how.

Translators tend to focus on written language while interpreters understand the nuances of the spoken language and non-verbal communication.

But each one has different backgrounds, skills, and areas of comfort. Discuss these with them to see how they can best support you and your work.

If you use a translator or interpreter, involve them in your project as much as possible so they understand the context.

They can help you with different tasks, including:

• translating interviews and testing sessions
• pair writing to develop materials bilingually
• analysing insights with you

Set clear expectations about how they can best help you. For example, you may want them to pay attention to specific cues or nuances.

After the research session, debrief with them to learn about what worked well and what could improve in future. You can watch the recording together if you need any clarification.

Make sure all research materials are available bilingually, including:

• sign-up forms
• consent forms
• discussion guides
• glossaries and vocabulary lists

You can try pair writing them with a translator or another colleague who speaks Welsh.

You may want to collect feedback from everyone in the research session, including the:

• user researcher
• participant
• translator or interpreter

Ask them about their experience of the Welsh language inside and outside this research.

You can use personal user stories to highlight the importance of the user research with Welsh-language users to colleagues and stakeholders.