Moderated studies with Professional Services

Customers without Live Conversation can purchase Professional Services for moderated studies, where the UserTesting team handles organization, launch, and facilitation.

This article applies to: UserTesting 

On this page:

• About moderated studies
• Remote moderated studies
• Moderated test process
• Invite Network moderated studies
• UserTesting UX Researchers
• Using Zoom for moderated studies

 

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About moderated studies

• Professional Services conducts moderated studies by observing real-time contributor behavior with your product or service.
• Example:
  • In a usability test, a Professional Services researcher asks targeted questions and observes how contributors succeed or struggle with key tasks using your product or service.
  • We ask follow-up questions to better understand contributor behaviors when interacting with your prototype.

 

 

Remote moderated studies

• In a remote-moderated test, a moderator guides contributors through tasks or questions while they interact with a design or interface.
• A UX researcher joins each call to troubleshoot issues and record the session for later review.
• The moderator and contributor interact in real time via remote conferencing tools in a shared virtual space.
• The contributor will be asked to think out loud as they work on the tasks.
• The moderator will observe the contributor and be able to ask questions to gather more data or for clarification.

Remote moderated tests are helpful because they...

• Provide tangible, observational evidence, in real-time, of how people interact with your product or service.
• Some measures used include:
  • Task success or failure rates
  • Time on Task
• Allow for unique, individualized follow-up questions in real-time.
• Ensure that contributors don’t get stuck while doing something technically difficult.
• Ensure that quiet contributors are more vocal, as the moderator can prompt them to share their thoughts.

 

 

Moderated test process

Before your moderated session begins

• Your UserTesting Professional Services researcher handles technical setup, test planning, analysis, logistics, and contributor recruitment.
• Your Professional Services researcher and the contributor will join at least 10 minutes early to ensure optimal audio and video quality.
• Ask colleagues observing your session to mute their microphones for optimal audio quality.

What can I see during a moderated session?

You’ll have several viewing options for moderated sessions:

•  Share your screen and let the contributor interact with mouse and keyboard control.
• Contributors can share their screen.
•  Use the Chat feature to share prototype URLs.
•  Use moderated sessions for one-on-one phone or face-to-face interviews (using webcams).

Note: Verify contributors' identities by asking them to describe their most recent relevant experience at the start of the test. Verbal responses are preferred for more natural feedback.

How a moderated session ends

At the end of the session, your researcher will:

• Stop the recording
• Dismiss the contributor
• Answer your questions
• Wrap up the session

 

 

Invite Network moderated studies

• You may bring your own contributors to an Invite Network moderated study.
• This process enables you to recruit, schedule, and provide compensation to your own contributors.
  • UserTesting can provide compensation recommendations.
• Since contributors aren't part of the UserTesting Contributor Network, we cannot legally communicate with them outside the moderated session.
• Should you elect not to moderate the sessions yourself, a researcher can be provided for an additional cost.
• UserTesting will provide you with instructions on how your contributors can set up and prepare for the moderated study.
• Once the session timeline is set, we have a three days lead time to confirm your scheduled sessions.

 

UserTesting UX researchers

• A UserTesting researcher will join the call to guide you and your contributors and assist with technical needs, including audio or video adjustments.
• We aim for every session to run smoothly, but if technical issues arise, your researcher is available to assist.
• Here are a couple of situations your researcher can help resolve:
  • Video and audio quality
  • Audio quality
  • Contributor assistance (e.g., answering any questions contributors may have).
• Your researcher will remain muted and only intervene for technical assistance or if you request help verbally or via chat.
• Please note: Webcam clarity and internet connection will vary between study contributors.
• If you cannot get a clear connection, your researcher will offer a replacement session (if feasible).
• In a situation where the client just hired Professional Service for research operations (setting up sessions, for instance), the role might be referred to as "research operations support person" rather than "UX or Professional Services researcher."

 

Using Zoom for moderated studies

• UserTesting uses Zoom video conferencing to run all moderated sessions.
• If Zoom is not an option, we can use GoToMeeting instead.
• Conferencing software such as WebEx, Click Meeting, and others are welcome.
  • However, they are not supported by the UserTesting Platform.
  • If a technical challenge occurs during your moderated session, UserTesting won’t be able to provide a backup recording, as we usually can through Zoom or GoToMeeting.
• UserTesting requires a tech check to ensure we can join the web conference and that all sites or prototypes can be used on our web conferencing software.

Instructions

1. Visit www.zoom.us/join to enter the 9- or 10-digit meeting code for the meeting you’re about to join. (Please note, you’ll be automatically entered into the web client and/or prompted to download the software client now.)
2. Once the software has been downloaded, your web browser will prompt you to open Zoom.
3. Zoom will prompt you to enter your name. If you arrive early, you'll be put in a waiting room to await the facilitator's arrival.
   
4. Once a UserTesting facilitator starts the meeting, you can begin your audio setup.
5. Select the audio of your choice:
   • The Computer Audio option is recommended if you have a headset and microphone. Once you select it, instructions and volume controls will appear.
   • The "Phone Call" option is recommended if you are using a headset and microphone. Instructions on what number to dial will appear once the Phone Call option is selected.
     

Mobile moderated studies

• Our Professional Services team is available to help with any technical considerations needed for moderating sessions with mobile devices.
• There are two options for using Zoom with mobile moderated sessions:
  • Webcam: This enables you to observe the contributor and see their voice and gestures as they complete tasks on their mobile device.
  • Sharing directly: This option simply shares the contributor's screen. While it may provide a clear picture, this view doesn't capture gestures and keyboard taps.

What does a moderated study look like?

You can find examples of moderated studies completed on various devices here.

When can I view my completed session videos?

Your completed video will be available on your Dashboard within one business day.

Questions?

Contact us by contacting your dedicated Customer Success Manager, Project Manager, or Support.

 

 

Related content

Want to learn more? Check out these Knowledge Base articles...  Professional Services What does a moderated interview with Professional Services look like?	Interested in growing your skills? Check out our University courses... Introduction to Live Conversation Live Conversation best practices Conducting effective interviews
Need hands-on training? Find a live, virtual class that fits your needs. Enroll in one of our UserTesting certification programs.	Can't find your answer? Check out our CommUnity forums. Reach out to Support or our Professional Services team.