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Most Frequently Asked Questions

Didn’t get your questions answered? Check the most frequently asked questions.

When do I pay for the test credits?

If you have a DIY account, then you would pay for the credits when you go to launch the test, after you have fully setup the test.
If you have a Custom Project or Enterprise Plan, then you would purchase the credits upfront and they would be available in your account for when you are ready to run your upcoming test(s).

How quickly are results received with unmoderated remote user testing?

If you are using your own usability test participants, it depends on how quickly they respond to your invitation. Our platform processing time takes between 1 to 5 minutes, so you can receive results extremely quickly.
When using the Userlytics Panel, with broad based demographics, after a thorough QA review of every user test video, results are available in as little as 24 hours, sometimes within hours.
For narrowly based demographic targets, it depends on the filters and behavioural screener used to set up the project, and thus how narrowly defined the target Persona is.

I reside outside of the US. In which currency do I pay?

We can manage payments in either US dollars or Euros, depending on your location, using a Credit Card. For Custom Projects or Annual Enterprise plans, wire transfers or PayPal may also be used.

What languages do you support?

You can write your test instructions and questions in any language or alphabet. In addition, for formative studies, you can set the language of the recorder UI and participant landing pages into any of the following languages:

Spanish (Spain)
Spanish (Latam)
Chinese (Traditional)
Chinese (Simplified)
Portuguese (Brazil)

We can add additional languages upon request with a minimum 2 week lead time.

In addition, our AI based automatic transcription of video sessions, provided by Amazon Alexa, is available in the following languages:

Gulf Arabic
Modern Standard Arabic
Chinese Mandarin-Mainland
Australian English
British English
Indian English
Irish English
Scottish English
US English
Welsh English
Canadian French
Swiss German
Indian Hindi
Brazilian Portuguese
US Spanish
Turkish languages

Are you GDPR Compliant? CCPA? ICO?

Yes, we are fully GDPR compliant, as well as registered in the ICO of the UK and fully CCPA compliant.

What does PII Protection mean?

This unique feature enables the blocking of screen recording during sensitive moments in the test journey, to protect personal identifiable information, while continuing to record the webcam view of the participant and their “think aloud” commentary.

How does Live Conversations (Moderated Usability Testing) work?

Very easy and very similar to an unmoderated user experience test, the main difference is you have a scheduling tool where you define the availability of your moderator (unless you wish to have Userlytics moderate). Invited participants then confirm the specific date/time they will do the test and both the moderator and the participant receive reminders prior to the selected date/time.
One very cool and unique aspect of the Userlytics moderated testing platform (“Live Conversations”) is that participants do NOT need to download ANY application, extension or plug-in; the system is completely “in-browser” and 100% HTML based, so participant onboarding is extremely seamless and can take place within corporate firewalls!

How does remote unmoderated user testing work?

There are a number of different ways you can leverage Userlytics for remote usability testing:

  • You can use your own participants, or have them provided by a 3rd party user experience respondent panel, or ask Userlytics to recruit and incentivize the participants, or leverage our over 600,000  member proprietary panel. You can configure participant redirects to specific landing pages for completes, abandons, etc. Respondents download a small app that checks if they have the necessary equipment (e.g.: webcams, when applicable) and that takes them through the tasks and questions you have defined
  • You can test a website, a wireframe, a set of static images, a video, a PowerPoint or Google Slides presentation, or any other type of digital asset accessible from a computer, including desktop applications.
  • You can test a mobile App that is available on the App Store or Google Play, or an unreleased App using TestFlight or similar, on both smartphones and tablets.
  • You can simultaneously view the screen interactions, listen to what the participant hears, and see the participants’ face and surroundings in a “Picture-in-Picture” (PiP) format video.
  • You can use our customizable templates for all types of use cases, work flows and scenarios for easy task and exit survey question formulation.
  • You can leverage skipping logic in the design of your unmoderated usability testing script, as well as in the design of a custom screener survey
  • You can create an invitation link for participants that forces them to register their name and email, or one that incorporates a unique identifier in the link (e.g.: for use with 3rd party panel providers) which you can send or post anywhere.
  • You can use a customizable respondent feedback invitation widget that you can add on any website page.
  • You can access the full video and survey question results, share access to specific projects with clients and colleagues, and download videos, quantitative metrics and survey results for your own reporting format.
  • You can access a hyperlinked “Video Highlights” section with key comments and events linked to specific videos and timeline moments.
  • You can download specific video clips with or without captions of annotation titles.
  • You can automatically create “Highlight Reels” of clips from different participants and/or studies linked by a common theme through the use of tags.
  • You can request an AI generated audio transcript of the videos with time stamped text for easy searching of videos and links to specific timeline moments.
  • You can request an analysis and executive summary, crafted by one of our Professional UX Consultants, of results with detailed recommendations for each issue uncovered.

We can Also help with

Our Blog

Our Blog

Your websites, applications, mobile apps, prototypes, even competitor assets; optimize your customer journey, the user interface, and your users' experience.

Phone Contact

Phone Contact

USA & Canada: +1 888-809-0047; UK: +44 20 3966 0575; Germany: +49 800 001 0206; France: +33 4 11 92 06 80;
Spain: +34 919 01 17 41


FAQ Clients

Here you can find the most popular User and Usability Testing Questions. For example, what kind of User Testing does Userlytics do or What is prototype usability testing?