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Introducing Live Conversation | Human Insight on Demand

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In this webinar, Mike Mace from UserTesting will introduce Live Conversation and share ideas for gaining rich insights from live customer interviews.

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Introducing Live Conversation | Human Insight on Demand

  1. 1. Human Insight on Demand Introducing Live Conversation
  2. 2. Summary •Live interviews are powerful, but the process of getting them is awful •Slow, expensive, complicated •Live Conversation Takes the pain out of recruiting and scheduling live interviews •Automatic, easy, and very fast •Great for market discovery, prototypes, and quick market insight
  3. 3. Agenda •About Live Conversation •Demo •How it compares to our other tests •What you can do with it •Product discovery •Prototype testing •Pro tips •Q&A
  4. 4. We’re Growing to Meet Your Needs •Usability tests are just part of how we’re used •Human insights on demand •Everywhere in the organization •Everytime there’s an important decision •Higher quality decisions, more successful products on the first try •Live Conversation extends your reach
  5. 5. Live Interviews: Great Insights, Awful Process • Real human insights are wonderful •Thoughts and words •Non-verbal cues •Interactive • The process is immensely painful •Long lead times •Difficult targeting •Logistics & scheduling • As a result, we don’t get authentic customer insight for decisions that need it
  6. 6. Introducing Live Conversation •Live video interviews on demand, conducted by any employee •Integrated system •Automated scheduling and recruitment works around your schedule •One business day lead time •Your exact customer target •Integrated with your dashboard
  7. 7. How it helps you Product teams • Discovery interviews • Test concepts within a sprint • Spread customer expertise Marketing teams • Marketing messages • Media campaign concepts • Market opportunities • Consumer attitudes • A/B tests UX teams • Scheduling • Prototypes and sketches • Focus on generative work
  8. 8. Demo
  9. 9. “When recruiting live participants for Walmart, Live Conversation eliminated logistical nightmares – such as scheduling, travel time, and no-shows – and enabled us to conduct live research in days, not weeks or months.” SapientRazorfish “The bonus of being able to run a live test while keeping the ability to recruit people easily from the UserTesting panel is awesome.” Udemy
  10. 10. Agenda •About Live Conversation •Demo •How it compares to our other tests •What you can do with it •Product discovery •Prototype testing •Pro tips •Q&A
  11. 11. Live Conversation and Recorded User Tests Live Conversation Recorded user test Lead time One business day (start on Mon., interview Weds.) 1-2 hours
  12. 12. Live Conversation and Recorded User Tests Live Conversation Recorded user test Lead time One business day (start on Mon., interview Weds.) 1-2 hours Customer interaction Two-way live conversation Pre-set tasks and questions /recorded responses
  13. 13. Live Conversation and Recorded User Tests Live Conversation Recorded user test Lead time One business day (start on Mon., interview Weds.) 1-2 hours Customer interaction Two-way live conversation Pre-set tasks and questions /recorded responses Time commitment You attend and moderate each session You can do other things while the sessions are being recorded
  14. 14. Live Conversation and Recorded User Tests Live Conversation Recorded user test Lead time One business day (start on Mon., interview Weds.) 1-2 hours Customer interaction Two-way live conversation Pre-set tasks and questions /recorded responses Time commitment You attend and moderate each session You can do other things while the sessions are being recorded Participants UT panel for now UT panel or My Recruit
  15. 15. Live Conversation and Recorded User Tests Live Conversation Recorded user test Lead time One business day (start on Mon., interview Weds.) 1-2 hours Customer interaction Two-way live conversation Pre-set tasks and questions /recorded responses Time commitment You attend and moderate each session You can do other things while the sessions are being recorded Participants UT panel for now UT panel or My Recruit Devices Desktop only Desktop or mobile
  16. 16. Live Conversation and Recorded User Tests Live Conversation Recorded user test Lead time One business day (start on Mon., interview Weds.) 1-2 hours Customer interaction Two-way live conversation Pre-set tasks and questions /recorded responses Time commitment You attend and moderate each session You can do other things while the sessions are being recorded Participants UT panel for now UT panel or My Recruit Devices Desktop only Desktop or mobile Participant location Wherever the computer is At home, or anywhere the participant can use a mobile device
  17. 17. Live Conversation and Recorded User Tests Live Conversation Recorded user test Lead time One business day (start on Mon., interview Weds.) 1-2 hours Customer interaction Two-way live conversation Pre-set tasks and questions /recorded responses Time commitment You attend and moderate each session You can do other things while the sessions are being recorded Participants UT panel for now UT panel or My Recruit Devices Desktop only Desktop or mobile Participant location Wherever the computer is At home, or anywhere the participant can use a mobile device What you can show to the participant Anything you can display on your computer screen or show with a webcam (including your face) Anything you can display in a web page, prototype, or mobile app
  18. 18. Live Conversation and Recorded User Tests Live Conversation Recorded user test Lead time One business day (start on Mon., interview Weds.) 1-2 hours Customer interaction Two-way live conversation Pre-set tasks and questions /recorded responses Time commitment You attend and moderate each session You can do other things while the sessions are being recorded Participants UT panel for now UT panel or My Recruit Devices Desktop only Desktop or mobile Participant location Wherever the computer is At home, or anywhere the participant can use a mobile device What you can show to the participant Anything you can display on your computer screen or show with a webcam (including your face) Anything you can display in a web page, prototype, or mobile app Use cases Prototype and concept tests, interviews, guided usability tests Usability and user experience tests, unmoderated interviews Both platforms include: • Demographic controls and screeners • Recorded video displayed in UT dashboard • Can make clips and highlight reels • Automatic scheduling
  19. 19. Agenda •About Live Conversation •Demo •How it compares to our other tests •What you can do with it •Product discovery •Prototype testing •Pro tips •Q&A
  20. 20. Product Discovery •Agile development requires extensive customer interviews •Discover problems, validate your approach •Challenges •Hard to find the right customers, last minute cancellations •Disrupts the sprint •Result •Accept “close enough” customers •Skip the interviews and rely on insiders
  21. 21. Discovery Tips •Schedule the interviews a few days ahead of the sprint •Get them talking •What’s your biggest goal for the next 12 months? •What’s your biggest barrier to accomplishing that goal? •What keep you up at night? •How do you tackle that problem today? •Why?
  22. 22. Prototype Testing •Prototypes confuse people •Very high fidelity prototypes: “That button’s not working” •Early sketches: “I don’t understand” •Live Conversation lets you explain •Show images and videos •Share control of your screen
  23. 23. Prototype Tips •Explain to them at the start that you’re showing a prototype (and explain what that means) •Give them time to think •Good questions •Look at this for a minute, then describe what you think it would do •If you needed to do (x), where would you click? •Was there anything you did not like about it? •Was anything missing? •Was anything unnecessary?
  24. 24. Advice From the Pros •Create a discussion guide (and use it for taking notes) •Have visual aids open on your desktop (and store them locally) •Plug into Ethernet •Start casual •Be a parrot. “It looks strange.” •Count to five •Don’t lead the witness. “What did you dislike about the website?” •“Is there anything else should I have asked you?”
  25. 25. For More Information •Usertesting.com/product/live-conversation •Two videos •Overview and demo •Two whitepapers •Product overview and use cases •Free trial for current customers: Talk to your customer success manager
  26. 26. Remember •Companies are moving toward continuous human insight •More than just product usability, more than design •UserTesting is growing in response •Live Conversation is part of that evolution •Make live interviews pain-free and accessible to everyone •Available now
  27. 27. Q&A
  28. 28. Appendix
  29. 29. Start of study creation
  30. 30. Select participant groups
  31. 31. Demographic details
  32. 32. Setting your availability
  33. 33. Summary before confirmation
  34. 34. Scheduled sessions in dashboard
  35. 35. Email confirmation to customer
  36. 36. Email confirmation to participant
  37. 37. Launching session

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