Live Conversation customers, Devin Harold from Verizon and Nayaab Lokhandwala from Alaska Airlines, have used human insights to build better products and improve user experiences. Live Conversation helps you to easily get insights from UserTesting’s diverse panel or your own customers through in-depth interviews. Speak to your target audience by conveniently connecting in real time through interactive, live video conversations. Easily draw insights, observe non-verbal cues, and ask open-ended questions to understand the ‘why’ behind the what. Get connected with your exact buyer in less than 24 hours and dig into areas of interest using seamless video technology that enables you to share screens and receive live feedback. Learn how to: Get user reactions to prototypes, messaging and designs in just hours Quickly explore user sentiment and attitudes Understand and perfect the customer journey

1. Live Conversation:
Connecting with customers in real
time
Wednesday, October 3rd

2. Today’s Agenda
• Live Conversation Overview
• Customer Stories:
• Tips & Tricks Panel Discussion

3. Our Community
Devin Harold
Verizon
Nayaab Lokhandwala
Alaska Airlines

4. Building engaging products requires
understanding the ‘why’ behind the ‘what’

5. Live Interviews are Irreplaceable
• Human insights are highly informative:
•Thoughts and words
•Non-verbal cues
•Interactive
• Painful process
•Long lead times
•Difficult targeting
•Expensive logistics & scheduling
• Difficult to get authentic customer insight to quickly make
decisions

6. Easily get Insights from In-depth Interviews
• Interviews on demand through UserTesting’s
diverse panel or your own employees and/or
customers
• Automated scheduling and recruitment works
around your schedule
• Easily add additional participants
• Target your exact target audience

7. Enhancing the ability of humans, businesses and society to
do more new and do more good.
We provide high-quality communication services to our customers
including wireless, wireline, IoT, media, and more.
I support the wireless side of the business across different
channels & touch points.
7
Humanability in the Digital World

8. 8
Human Insights At Verizon
Primary responsibility:
Working with our design teams in conducting experience
research for our products & services
Experience research includes:
• In-home interviews & in-store ethnographies
• Remote diary studies
• Co-creation & value prop evaluations
• Early concept & preference testing
• Usability testing
Devin Harold
UX Research Manager,
Consumer Experience Insights

9. 9
Using UserTesting
We use UserTesting in a number of different ways, depending on the project or
workstream we’re supporting:
• Remote unmoderated usability tests to refine designs & task flows
• Remote moderated sessions for:
• Discovery interviews & value prop evaluations
• Early concept design testing
• Moderated usability testing
• Preference & comprehension studies

10. 10
Using Live Conversation
I’ve used Live Conversation on my projects to:
• Increase my capacity in setting up qualitative interviews in a
quick manner and really digging into the “why”
• Support more teams and projects at an earlier stage, where all
requirements are not yet set
• Help my upfront generative research become more
comprehensive by pairing this approach with in-person methods
• Do follow-on studies that refine learnings and dig into specific
questions following in-person sessions
• Involve design teams to refine faster

11. Testing Efficiency
Recruit & Full Design
Recruit & Rough Design
Recruit & Full Design
In-Person Research
Live Conversation
Remote Unmoderated
Full Design
T1
T2T1
T1
Example: Testing the path-to-purchase

12. 12
Learnings from the Platform
1. Join the session early
Allows ample time for checking internet connection and providing
colleagues with the session link for observations.
2. Use in conjunction with in-person research
After a co-creation session or ethnographies, LC is great for
following up on identified themes. This allows you to scale your
research quickly.
3. Use for more than just usability or interviews
Pair with presentations, videos, sketching or card sorting tools for
getting the most out of the platform.
4. Still recruit real people
Although LC is very easy to use and the recruit is quick, don’t
only recruit the general population to meet timelines.

13. Website
Creating Digital touchpoints
People Love
Mobile Browser Native App

14. Product Research @ Alaska Airlines
Our Team:
• We are a team of 5 product researchers
including our product research manager.
• We are part of the Product Design and
Research team within E-Commerce that
rollups to Alaska’s Planning and Strategy
organization.
Product Research Programs:
• Foundational and Longitudinal Research
(Strategy Drivers)
• Iterative & Lean testing (Test and learn)
• Pulse work (UX quality assurance)

15. Usertesting.com @ Alaska Airlines
Prior to Live Conversation
We focused on the formative and
summative testing activities leveraging
Usertesting.com’s platform which included:
• Usability studies
• A/B preference studies
• Competitive studies and benchmarks
• Card sorts studies
• “My Recruit” studies for evaluating
internal tools
Both designers and researchers conducted
these studies.
*For Generative and High Profile Studies we rented out lab space in
different cities and hired vendors to recruit participants for these
studies

16. Live Conversation @ Alaska Airlines
We decided to purchase Live
Conversation so that we could run studies
faster especially in different markets at the
same time.
Type of Studies we’ve been using with Live
Conversation:
• Generative Studies (User Interviews)
• Iterative studies (including RITE method
studies)
Impact:
• Increased visibility and participation from
top executives and stakeholders

17. Understanding the guest experience for shopping and
purchasing a new flight product
During the Iterative Testing Phase
• We were able to move quickly because of Live Conversation.
• We conducted 15 Live Conversation studies (about one study per week) thus far.
Example of Research Set-up
• We set up an observation room and invited stakeholders to watch the sessions live.
• The sessions were interactive where stakeholders we asked to participate by note findings and their
learnings from the sessions
• We offered snacks/treats to keep the collaborative energy going in the room throughout the day of
testing.
Example of Quick turn around:
• We conducted several studies of an design and then needed to quickly validate the changes.
• The team needed to validate these changes within 2 days, in order to make their development
deadline.
• Due to complexity of the design and research questions, the study needed to be moderated.
• Live Conversation made it easy to quickly set-up and test the designs in time for development.

18. Live Conversation Tips and Tricks
Recruiting Participants and Setting up Conference Rooms (When stakeholders need to be highly
engaged in the process, need more advanced notice about studies so they can attend sessions in-person.)
• Allow a few days for recruiting: Booking sessions at least a couple of days prior to the study helped us to share
the time slots with team members and stakeholders observing.
• Room Setup for Teams to Collaborate: Having separate rooms for the moderator and observers is helpful, so that
team members can have discussions during the sessions without distracting the moderator. We usually pair up with a
designer to help manage the room and facilitate discussions (which helped develop a common understanding of the
usability issues and overall collaboration of the team).

19. Live Conversation Tips and Tricks
During Testing – Logistical tips
• Join 15 minutes prior to the Session: Participants sometimes join 5-15 minutes before the start time of the study,
so make sure you are there to let them know that you are setting up or when you can start.
• Give Control of Computer to Safety of the Prototype: As a moderator, I share my computer screen and give
control to the participant, in order to protect our digital properties.
• Share the Relevant Window Only: When sharing the screen, we share only the relevant window, in order to avoid
showing the participant other areas of your desktop (which could be confidential).
• Turn Off Notifications: We make sure to turn off all notifications including communication apps that are open on the
desktop. Teammates who are viewing the sessions can communicate with the moderator via another computer or
cell phone, if they have any questions (for the moderator or participant).
• Ensure Participant Ends Session: We make sure the participant exits the session before the moderator does. If
the participant doesn’t click ‘Leave meeting,’ then the recording can be compromised.

20. Panel Discussion
Devin Harold
Verizon
Nayaab Lokhandwala
Alaska Airlines

21. Summary
• UserTesting’s Live Conversation makes live interviews accessible and
approachable for all
• Pick up the non-verbal cues and interactions from authentic customer
interactions to make decisions quicker
• Draw human insights to make decisions quicker and build more engaging
products

22. Thank You!
If you have any other questions or would like more information please reach out to us at: webinars@usertesting.com