Live Conversations – Client Guide

What is a Live Conversation?

Our Live Conversation feature allows you to have a 1-on-1 live interview session with a participant, thus allowing you to have real-time feedback and dive deeper into any questions or issues that come up. 

What should I know before launching a Userlytics Live Conversation?

This feature is optimized for use with the latest versions of Google Chrome and Microsoft Edge.

Each party will have a unique link to join the session, multiple users should not use the same link. This is also true for observers.

Wear headphones, and avoid using multiple monitors.

Ensure the participant’s screen is shared – your participant will receive a prompt to share their screen at the start of the Live Conversation. This is what triggers the recording to begin automatically.

How long are Live Conversations?

Up to 60 minutes.

How do I launch a Live Conversation?

Very easily! Simply follow this step-by-step guide:

1 – Create new test

First, click “Create New Test” on your Userlytics dashboard.

2 – Select “Live Conversation” as your test type

Then, in the “Test Type” section of the test builder, select “Live Conversation.” Currently, only websites and prototypes can be tested with our Live Conversation feature, but mobile applications will soon also be available for Live Conversation testing.

3 – Schedule Live Conversations

Continue through the test creation process until you reach the “Schedule” step. To schedule the date and time of your Live Conversation, click on “Schedule” from within the menu at the top of the screen.

Then, a calendar will appear. Click on any available time slots within the calendar to schedule a Live Conversation session during that time.

Once you select a time slot, a dialog box will appear with various session details. Choose the date and time of your session, and list any observers you would like to invite. Once you have finished entering the details for your Live Conversation, select the button that says “Create.”

After clicking “Create,” a new block will appear on your calendar indicating the open Live Conversation you have scheduled. When participants are invited to your usability study, they will be able to choose from all the open Live Conversation sessions you have created based on their availability. We highly recommend adding more slots than the number of participants you’re looking to test with, in order to provide more flexibility.

Selecting the block on the calendar will open up a new dialog box that shows information about that Live Conversation, including the date and time, any invited observers, and whether or not a participant has booked your session yet. You can click the “Edit” button to change any session details, and click the trash can icon to delete the session.

There are a few things you should bear in mind when scheduling participants:

  • Keep an eye on the time zone listed for each study session. Make sure it is reflecting your time zone.
  • Each session has a 15-minute buffer at the end.
  • You may only open a slot for a Live Session up to 20 minutes before the session is due to start when recruiting your own users. If you are sourcing participants from the Userlytics global panel, the minimum time is up to 3 hours before the session starts.

4 – Create a screener (optional)

As an added way to ensure your testers fit the exact profile of your target demographic, you may optionally add a screener to the beginning of your test by clicking on “Screener” from within the menu at the top of the screen.

The screener is totally customizable, and allows you to ask participants a very specific question that will either include or exclude them from your test. Learn more about screeners here.

5 – Define test tasks (optional)

Next, you can define your test tasks and create a test script by clicking on “Tasks” from within the menu at the top of the screen.

It is not necessary to create a script for Live Conversations, although we do recommend it if you’re looking to add quantitative questions. Learn more about creating test tasks here.

6 – Preview test

You may review your test using the Preview option if you wish. Click “Test Flow Preview” to ensure everything looks good.

7 – Launch test

Once everything looks good, you may go ahead and launch your test by clicking the “Confirmation Step” button at the bottom right-hand corner of the “Preview” page.

You will then be directed to a summary page with details for your Live Conversation. Once everything looks good, click on the button on the bottom right-hand corner that says “Publish Test.”

At this point, your Live Conversation will be live. You are now ready to onboard test participants and conduct your study sessions!

How Do I Invite Participants to my Live Conversation(s)?

If you are leveraging our global participant panel, Userlytics will handle inviting participants to your study, allowing them to choose from the available time slots you have created. If you choose to bring your own users (BYOU) to your study, inviting them to join your study is easy and instant. Once you have finished creating and launching your study, under the “Running Tests” section of your Userlytics dashboard, there will be an option that says “Collect responses.” Here option, you will have the ability to invite participants to you Live Conversation in a few different ways.

The first way to invite participants to your Live Conversation is to send them a recruitment link through the platform of your choice.

Alternatively, you can invite participants to your Live Conversation via an email you can customize directly from this section of your dashboard.

Another option for inviting your own participants to your Live Conversation is via a small widget on your website, also available within the “Collect responses” section of your Userlytics dashboard. Here, you will be able to copy a small section of code (HTML & JS) and paste it into your site to offer visitors the opportunity to complete your UX study. You can even customize the look and feel of the invitation widget to match your site’s aesthetic.

You can also leverage our “Tracking Functionality,” an advanced redirect and unique identifier (UID) system to leverage participants offered by 3rd party panels. This will ensure that all of your visitors are unique and that your study results are accurate and reliable.

Each time one of your participants books a time slot, you’ll receive a confirmation email with the link to start that specific session alongside the scheduled date and time.

We recommend that you tell participants to:

  • Join 10 minutes prior to the scheduled time
  • Use Google Chrome or Microsoft Edge as it works best with our system
  • Double check their microphone and webcam
  • Use headphones

How do I start a Live Conversation?

There are two ways to start the Live Conversation:

    • Using the email confirmation and clicking on the link provided.

    • Using the “Scheduled Sessions” page and clicking on the upcoming session

A few recommendations before joining the session:

  • Join 5-10 min prior to the scheduled time in order to ensure that everything is set up correctly
  • Use Google Chrome or Microsoft Edge
  • Use headphones

What do I do once I’ve joined the session?

Once you’ve joined the Live Conversation, you will be prompted to complete a “Test Configuration” to make sure everything on your computer is working properly.

As the pre-test is running, a pop-up will appear asking you to share your screen in order for the Live Conversation to run properly.

How do I navigate the web recorder?

After the pre-test is complete, a new screen will appear going over the pre-test results. If there are any issues with your system, the pre-test will provide instructions on how to correct them. Once everything checks out, the top of the screen should read “Pre-test checks successful.” Then click the “Continue” button to begin the Live Conversation session.

Once you join the session, you will see your participant on the center of the screen, and your own face on the top right-hand corner of the screen. You will also see a box on the bottom right-hand corner that allows you to chat with the participant, chat with any invisible observers you have invited to the session, and to take time-stamped notes during the session, which you can later turn into highlight reels. Your participant will only see the chat between you and them, and will not have access to your Team Chat or your Private Notes.

After greeting the participant and going over any introductions, click the button that says “Ask participant to share screen” to have the participant share their screen with you. This is required in order to begin the test script, and will give you a better idea of how the participant is interacting with your digital asset.

Once the participant has shared their screen with you, you may share the link of the test asset you will be reviewing with them at any time by clicking the “Share URL with Participant” button.

At any point during the test, you can launch the test script, allowing your participant to complete any of the tasks you’ve assigned for them.

And as an added new feature, you now have the ability to share your own screen with the participant by clicking the button that says “Share my Screen.”

When the participant has completed all their tasks, a new page will appear with a button that says “Finish the Script.”

Once you have finished asking your participant any final questions and thanking them for their time, simply click on the “Finish Session” button on the top, right-hand corner of the screen.

Then, click “Finish Now” on the pop-up screen. The result, along with the metrics (if any), will be uploaded to your dashboard soon after.

Can I cancel a scheduled session?

Yes, go to “Scheduled sessions,” click on the slot you’d like to cancel, and then on the trash icon. Please bear in mind that participants may be negatively affected when canceling a session so we ask that you only do this if necessary. If less than 4 hours cancellation notice is provided, credits will still be used as participants will still receive their incentive.

How Do I Add Observers to my Live Conversation(s)?

To add observers to a Live Conversation, first, go to the “Schedule” section of the test builder. Then, click on the open session you would like to add observers to within the calendar. On the dialog box with your session details, click the “Edit” button.

A new dialog box will then appear allowing you to edit the details of your session. Click the button that says “Invite an observer.”

Now, click the button that says “Invite an observer” to add observers to your session. By default, you can have up to five observers present during your test. Add your observers to individual sessions here, and they will receive an email as soon as a participant books the session. If you need more than five participants, please contact our operations team at operations@userlytics.com.

Can Userlytics moderate the session?

Yes! If you’d like us to moderate the session, please contact your Account Manager.

Can I share my webcam with the participant?

Yes, your webcam (if detected) will be shared with the participant automatically. You can disable your webcam by hovering your mouse over the image of your face on your webcam view, and then clicking on the button with a camera icon.

How do I mute myself?

You can mute yourself by hovering your mouse over the image of your face on your webcam view, and then clicking on the button with a microphone icon.

What happens if we encounter a technical issue or the session cannot continue?

If you encounter an issue during your Live Conversation, please contact your Account Manager or send an email to operations@userlytics.com with the problem you experienced.

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