Live Conversation: Overview

 

At a Glance

Live Conversation empowers you to get human insights by scheduling and launching a live interview with individuals from the UserTesting Contributor Network or your own contributors. The UserTesting Platform handles scheduling and reminders. Join at the session's scheduled time on Zoom and run the interview.

 

Live Conversation is available on the following subscriptions:

Flex Plan Seat-based Plan
Essentials Startup
Advanced Professional
Ultimate Premium

 

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What is Live Conversation?

Live Conversation interviews are a two-way video conference across all platforms, including mobile. With Live Conversation, you and the contributor can talk, see each other, and share screens. The contributor can do anything they'd do in a video conference, such as answer questions, use a prototype or website, or react to content displayed on their computer. Live Conversation supports iOS and Android devices, allowing you to test various mobile assets—prototypes, applications, and websites—as well as perform tests at home, in-store, or on the go.

You can run Live Conversation tests with your target audience from either the UserTesting Contributor Network, Custom Network, and Invite Network. Live Conversation sessions use Zoom conferencing, so your contributors will need to join a Zoom meeting on their computer or mobile device. The conversation is recorded, and the video is automatically sent to your UserTesting Dashboard, where you can make and share clips just like any other user test.

When should I use Live Conversation?

Human Insights: Reach a wider audience, including those with hard-to-find demographics, by recruiting your own customers and employees.

Discovery interviews: Talk with customers to understand their behaviors, problems, and pain points. Discovery interviews are also great for generating ideas for potential solutions.

Concept tests: Get feedback on ideas early in the development process: Concepts, sketches, etc.

Prototype tests: A Live Conversation is ideal when prototypes are difficult to understand or contributors need guidance. You can also probe for a deeper understanding of why contributors make their decisions.

Who can create a Live Conversation? 

Live Conversation is available to customers on the Advanced and Ultimate editions of the Flex Plan and customers on the Premium edition of the seat-based plan. 

  • On seat-based accounts, the moderator is the person who scheduled the Live Conversation and who can start the session. Note that Collaborators cannot set up nor start Live Conversation sessions.
  • On Flex Plan accounts, anyone with a Creator seat on the account can start the Live Conversation.

How It Works

1. Schedule your Live Conversation interview

You can schedule a Live Conversation interview right from your UserTesting Dashboard. Select Schedule a live conversation from the Create test dropdown menu. Sessions can typically be scheduled on the same day, depending on the complexity of your test.

live_conversation1.png

For more information on scheduling, check out our "Live Conversation: Scheduling and Calendar Integration" article

Live Conversation Notifications

Creators and Moderators

  • 1 confirmation email the day the Live Conversation/study is ordered
  • 1 email once a contributor accepts an invite
  • 1 reminder email the day before the interview at 1:00 am, PST
  • 1 reminder email on the day of the interview at 1:00 am, PST

Contributors

  • 1 reminder email the day before the interview at 1:00 am, PST
  • 1 reminder email on the day of the interview at 1:00 am, PST

Note: Only designated license types that can schedule a Live Conversation test will see this option. If you don't see this option and would like to schedule a Live Conversation study, please contact your team's admin or your customer success manager (CSM).

2. Choose your audience

You can choose to recruit contributors from Invite Network or UserTesting's networks.

If you are using Invite Network:

  • You will not need to choose demographic filters.
  • You will only customize the description for your test (optional) and provide your availability.
  • After creating your test, you will receive a link to email to potential contributors. 

Once contributors sign up, UserTesting sends them an email confirming their time slot, and then sends reminders to those contributors the day before and the day of the scheduled session. Please read our article on using Invite Network with Live Conversation.

Note: Invite Network contributors must join the session via reminder emails.

If you are using contributors from UserTesting's networks:

  • You will select your demographic requirements as you usually would. You'll be able to add Screener Questions if you wish. 
  • Since you'll be speaking directly with your test contributors, defining tasks or questions is unnecessary.

3. Provide your availability

Click on the calendar to identify times you are available. You can drag to identify large blocks of time, and the system will determine the 30- or 60-minute sessions that people can schedule within the larger blocks of time. You can also use the Advance notice feature on the calendar to prevent last-minute interviews.

Note: If you are on the Advanced or Ultimate edition of the Flex plan, you can schedule Live Conversations for 30, 60, 90, or 120 minutes.

changing_LC_availability_1.gif

You also have the option to integrate your Outlook or Google Calendar account with UserTesting to make scheduling interviews easier. Visit our article Live Conversation: Scheduling and Calendar Integration to learn more.

4. Join your Live Conversation

On the day of your Live Conversation, you'll see a button on your Dashboard that appears 15 minutes before the scheduled interview time.

Screen_Shot_2022-04-15_at_11.42.13_AM.png

Live Conversation sessions are conducted over Zoom. You can download Zoom to your desktop or use the web/browser version. If you're a moderator and are using a Chrome or Edge browser, you will have the option to Join or Join with note taking. If you're a colleague, you will only see the option to Join. When you're ready, click the button to join the Zoom session.

Note: To ensure contributors are who they say they are, ask them to describe their most recent related experience at the beginning of the test. 

Please read our article on joining your session here.

Screen_Shot_2022-04-15_at_11.42.31_AM.png

See the "Live Conversation: Zoom Basics and Troubleshooting" for tips on resolving basic troubleshooting issues and to learn more about Zoom's hosting privileges. If you want to know more about the note taking version, please see our "Live Conversation: How to Join" article.

5. After your Live Conversation

All Live Conversation sessions will be recorded automatically and available on your Dashboard to review, make annotations, and share.

Contributor names may be shown during the session; however, names will not appear in the recording. Moderators can ask contributors to edit their names in the session. Clips made from the recordings—and highlight reels made from those clips—will not display contributor names.

Learn More

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