Live Conversation for Product Insight

 What is Live Conversation? 

Talk to customers

UserTesting Panel

My Recruit 

Additional Resources

 

When you need information that’s not covered by a Quick Answer test, you can use Live Conversation to talk directly with your target customers.

What is Live Conversation? 

Live Conversation is feedback from one-on-one live video interviews where you can ask questions, listen, interact, and share screens at any stage of a project. Scheduling and recruitment typically takes less than a day. Choose Live Conversation when you need to do discovery interviews or have an issue not covered by Quick Answers.

And interviews are automatically recorded so you can share important moments and replies with developers and stakeholders.

Would you like to watch a recorded conversation? Check out the first video on What does a moderated study look like?

Know which questions to ask

To get you started quickly, we’ve created a series of scripts to use during your interviews. These are pre-written questions for you to ask during an interview. You can use them as is, or customize them.

  • Discovery needs and frustrations interview
  • Feature prioritization interview
  • Test released mobile app usability
  • Test website usability on a mobile device
  • Test website usability on computer
  • Validate a prototype on computer interview
  • Validate a prototype on mobile interview
  • Validate an idea interview

 

Finding customers

There are two ways you can find people to speak with

  • The UserTesting Panel
  • My Recruit

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UserTesting Panel

The UserTesting panel is a diverse and global on-demand group of people who take tests. The panel is made up of real people, carefully selected after a thorough application process, who are continually rated by our customers, assuring the highest quality results.

  1. Click “Talk to customers,” then click UserTesting Panel.
  2. Click Select Participants and do any of the following:

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  • Accept defaults: The default is to use any member of the UserTesting Panel. For many tests, you may find that works well enough. If that’s the case, click Done at the bottom of the page.

  • Group name: Click the words Untitled Participant Group above General Settings if you want to change the name of this group of participants.

  • Number of participants: This is always set to five.

  • Device: Select the type of device you want participants to use when answering your questions.

Important: Leave this set to Computer unless there is a particular reason why you need someone to answer using a tablet or smartphone. Even when asking them to respond to an idea about a smartphone product, it’s usually best to have people answer using a computer because the screen is larger and participants have an easier time reading your concept document.

For more information on selecting a device and best practices, see:

Mobile Testing Capabilities
Mobile Recorder Best Practices

  • Demographic Filters: If you want participants with a particular background, select and configure filters from the options on the right. If you decide not to use a filter after selecting it, click the Remove link in the upper-right corner or deselect it from the list on the right.

    For more help with demographic filters, see:

    Choose your target audience from the UserTesting panel.

 

  • Screener Questions: Screener questions are multiple choice questions test participants must answer correctly before they're able to accept a test. This is an optional feature you can select if the demographic filters above do not cover your requirements. In most cases, you can leave Screener Questions blank.
    To refine test participant selection with screener questions, do any of the following:
      • To add a screener question you saved from a previous test, click Saved Screener Questions on the right. If you haven’t saved any screener questions yet, this is empty.
      • To create a screener question, click the Screener Question button on the right.
      • To add more screener questions, click the Screener Question button or the “Add another screener question” link below the last screener question. The number of screener questions you can use is determined by the UserTesting plan you purchased.

        Note: After you create a screener question, you can click the “Add to saved screener,” “Duplicate,” or “Delete” links. To reorder screener questions, drag the question to where you want it to be using the Move icon ().
      • To preview any screener questions, click Preview Screener.

You can remove any screener questions you add by clicking Delete at the top right of each question’s dialog.

For more help creating screener questions, see:

Using Screener Questions to find your ideal participants
Managing screeners
Screener question best practices

 

3. Click Done.  

PIProvideAvailability.png

 

4. Click Provide Availability and do any of the following:ProvideAvailabiltyPILC.pngWatch or close the in-app tutorial if this your first time scheduling availability. If you want to see it again, click “How does this work?” at the top of the Interview Setup pane.

All interviews are 30 minutes.

  • Set how much time you would like between each interview.
  • Increase or decrease the number of hours you want for advance notice.
  • Click in the calendar to add thirty-minute time slots. To change the event’s time, drag the event to a new time. To increase the amount of time for an event, drag down on the handle (=).

LCScheduling.png

  • To delete a scheduled event, click the Delete (x) button.

     Pro tip: To improve the number of potential participants and how quickly you can begin your         interviews, provide as much availability as possible.

  • Provide any information you want to tell participants about the interview.

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5. Click Done. 

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6. Click Submit Request.

My Recruit 

Use My Recruit when you want to use people you already have in mind. These can be employees, existing customers, industry experts, and people within unique demographics.  

1. Click “Talk to customers,” then click My Recruit.

2. Click Select Participants

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3. Click Untitled Live Conversation to name your test so it’s easy to recognize from other tests on the dashboard.

4. Click Customize Instructions and provide any of the following:

AddBranding.png

    • Add your company or team name.
    • Add a brief description of what you want to discuss or any details you think they should know about before the interview.
    • Drag your logo onto the Brand Asset field.
    • Click Preview if you’d like to see how participants will the page.

PIAvailability.png

5. Click Done. 

MRLCBranding.png

6. Click Provide Availability and do any of the following:

MRCalendar.pngMRLCBranding.png

    • Watch or close the in-app tutorial if this your first time scheduling availability. If you want to see it again, click “How does this work?” at the top of the Interview Setup pane.
    • All interviews are 30 minutes.
    • Set how much time you would like between each interview.
    • Increase or decrease the number of hours you want for advance notice.
    • Click in the calendar to add thirty-minute time slots. To change the event’s time, drag the event to a new time. To increase the amount of time for an event, drag down on the handle (=). 

LCScheduling.png

7. Click Done. 

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8. Click Launch and Get Link.

See also

What is My Recruit?

My Recruit Success Kit 

 

For more on Product Insight see

Product Insight overview

Quick Answer: Discover needs and frustrations

Quick Answer: Validate an idea

Quick Answer: Validate a prototype

Quick Answer: Test website usability

Quick Answer: Choose between two options

Quick Answer: Compare two websites

 

 

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