Live Conversation: Overview

Overview

Live Conversation empowers UserTesting customers to get human insights by creating and launching a live interview with little lead time using our diverse panel of participants or their own. You can recruit your own customers or employees or anyone else you have an email address for.

Live Conversation interviews are a two-way video conference: you and the participant can talk, see each other, and share screens. You can have the participant do anything they'd do in a video conference, like answer questions, use a prototype or website, or react to content displayed on their computer. The conversation is recorded via Zoom conferencing, and the video is automatically sent to your UserTesting dashboard, where you can make and share clips just like any other user test.

UserTesting provides the flexibility to conduct Live Conversation interviews across all platforms - including mobile. You can conduct Live Conversations with the participant anywhere while they are on their mobile device. Supporting iOS and Android devices, you can now test mobile prototypes, mobile applications, mobile websites, and perform light ethnographic studies at home, in-store, or on-the-go. Live Conversation Mobile supports the UserTesting panel as well as My Panel and My Recruit, so you can test mobile experiences with your exact target audience from the UserTesting panel or from your own. Live Conversation sessions use Zoom, so My Recruit participants do not have to download a UserTesting recorder, but will need to be able to join a Zoom meeting on their computer or mobile device.

For unreleased apps, you can distribute the unreleased app to the test participant using a distribution service such as TestFlight.

The feature is completely self-service, and interviews can be scheduled for the very same day, enabling you to get the richness of a face-to-face conversation with the speed and convenience you expect from UserTesting.

Note: Moderators must be the one to start Live Conversation sessions

Live Conversation is great for:

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

Discovery interviews: Talk with customers to understand their behaviors, problems, and pain points, or to generate ideas.

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

Prototype tests: When prototypes are difficult to understand or participants need guidance, a live conversation is ideal. You can also probe for a deeper understanding of why participants make the decisions they are making.

Calendar Integrations (Google and Outlook)

You can integrate your Outlook or Google Calendar with UserTesting to make scheduling interviews easier. UserTesting will display available time slots based on your existing schedule. Scheduled interviews will be automatically added or removed from your calendar if they get canceled. You can easily track interviews so you will not be double booked for interviews.

Visit this article on Calendar Integration to learn more.

How it works

A Live Conversation interview can be ordered right from your UserTesting dashboard. UserTesting handles the rest, from scheduling participants to reminding them of their appointment the day before and the day of the session. Sessions can typically be scheduled on the same day, depending on the complexity of your test.

Note: Only designated license types that have the ability to order a Live Conversation study 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.

If you are using My Recruit, you will not need to choose demographic filters, but instead will be asked to provide your availability (scroll below). After creating your test, you will be provided with a link to email to potential participants. Once they sign up, we send the test participant an email confirming their test slot, as well as reminders the day before and day of the scheduled session.

It's imperative that My Recruit participants join the session via the reminder emails:

LCJoin.png

If you are conducting a study with UserTesting’s panel, select your demographic requirements as you normally would. You'll be able to add Screener Questions, if you wish. 

Since you’ll be speaking directly with your test participants, there’s no need to define tasks or questions through your dashboard.  

Next, you’ll be asked to provide your availability to conduct your Live Conversation interviews. Click on the calendar to identify times you are available. You can even drag to identify large blocks of time and the system will identify the 30- or 60-minute sessions that people can schedule within the larger blocks of time you have identified.

You will be given the option to enable your Google Calendar account so that you can automatically see your free/busy times.  

Note that providing more availability will make it easier to find participants for your study.

You’ll receive an email confirmation of your scheduled interviews as well as reminders leading up to your scheduled interviews.  

On the day of the test, you’ll see a button on your dashboard to join your meeting up to 15 minutes before the scheduled time. When you hit the Join button, Zoom video conferencing will automatically be launched. Please note only the user who ordered the test will see the option to Join the Live Conversation initially. Once that user has started the session, they'll be able to invite other users to join by providing the meeting ID or URL

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

Privacy

Participant names may be shown during the Live Conversation session; however, names will not appear in the recording. Moderators can ask participants to edit their names in the session, if desired. Clips made from the recordings—and highlight reels made from those clips—will not show participant names.

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