FAQ: Sharing Insights that are GDPR Compliant

Overview

Avoiding the collection of personally identifiable information (PII) is important to ensuring privacy protection of your test contributors. To help you understand what can and cannot be shared, this article provides guidance for sharing insights internally, and potentially externally, that are compliant with GDPR. For more information about UserTesting and GDPR, read our notice here.

FAQ

Q: What can I share internally?

You can share any insights with your internal teams; however, it is critical that such content refrain from containing sensitive contributor PII unless the contributor gives explicit consent for you to share it. Note that contributors are not expected to share PII. Non-sensitive PII can be collected and shared but should follow these guidelines for concealment. 

Q: What can I share externally? Can I share a clip as part of a marketing campaign?

You can share any insights for business purposes, although it is advisable that you avoid using content that might contain sensitive contributor PII unless the contributor gives explicit permission for you to use it. Non-sensitive PII can be collected and shared but should follow these guidelines for concealment. Contributors are informed that their videos may be used for public display, as outlined in this code of conduct

Q: What can’t I share?

You should not capture or share any video that contains sensitive contributor PII without the contributor’s explicit consent. View our best practices article for a list of sensitive PII to avoid collecting.

Q: Who can I share insights with?

You can share insights with any of your teams and for any business purposes. 

Q: What do contributors agree to when being tested? 

Contributors agree to our terms of service, which tell them that the videos they are in will be used by UserTesting customers. They give additional consent related to the capture of their face in Live Conversations and in face recordings associated with unmoderated tests. Contributors also understand that they are not supposed to share PII.

Q: What happens if a contributor accidentally shares PII in a recording?

If a contributor accidentally shares sensitive PII (for example, someone calls out the contributor’s name in the background of the audio), or they share PII without knowing, you can reach out to Support to remove the video. Do not share videos or clips that include that information.

Q: Can a contributor ask for a video to be deleted? 

Once a contributor has consented to being recorded, they cannot ask for the video to be deleted or not used. If a contributor asks to be removed from UserTesting, we delete their PII from our records, but we do not delete any videos they may have been in. 

Q: What happens if I get a GDPR request related to UserTesting videos? 

UserTesting leaves it up to the customer to decide if they want to act on the notice. We will delete any videos upon request by the customer. 

Additional Resources

Best Practices for Avoiding the Collection of PII

Using the Blur Tool to protect personally identifiable information (PII)

How does UserTesting capture a participant's activity?

 

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