UserTesting FAQs

STATUS: We are currently reviewing tests completed 21 days ago.

Each UserTesting participant's first test must be reviewed by our Quality Review team to ensure that it meets our standards. A member of our staff manually reviews each test and provides tailored feedback and suggestions for improvement. The tests are reviewed in the order that they are submitted.

How long does it take?

We typically aim to have your first test reviewed within 7 business days after it is submitted, though it may take up to 10 days or more, depending on the volume of new participants taking tests. During this review process, new participants are unable to accept any additional tests. Once your first test is reviewed, you can accept new tests! Your subsequent tests will not be reviewed.

What if it's been longer than a week since I submitted my first test?

We're so sorry for the delay! At times, particularly when we have experienced a high volume of new participants joining the panel, it may take longer to review each test. We apologize for any inconvenience and assure you that we'll get to your test as soon as possible. You'll receive an email as soon as your test has been reviewed. Your patience is sincerely appreciated!

For more answers to commonly asked questions from new UserTesting participants, look here.

When taking tests through the UserTesting platform, you may see different recorders depending on the device you’re using. Please review the information below to see how and when you will use the different recorders.

Computer Tests

UserTesting Browser Recorder

We have two different recorders for computer tests. The recorder that you’ll see depends on the browser you are using. By default, you’ll be prompted to use our UserTesting Browser Recorder, which is an extension that you’ll need to add to your browser. This recorder lives directly in your browser. You can collapse and expand tasks throughout the test in order to navigate between the customer’s website and the customer’s task instructions.

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For more information on how to use the UserTesting Browser Recorder, click here.

UserTesting Screen Recorder

If you’re not prompted to use our UserTesting Browser Recorder, you’ll use our classic UserTesting Screen Recorder to complete tests. If you've applied to be a member of our UserTesting panel, this should look familiar. The task instructions in this recorder will automatically collapse when you move your cursor away, but you can keep the instructions open by checking the “Keep Open” box.

For more information on how to use the UserTesting Screen Recorder, click here.

Mobile Tests

The recorder you’ll use when taking mobile tests depends on the kind of device you have. If you’re using an iOS device, you’ll use our UserTesting App for iOS. If you’re using an Android device, you’ll use our UserTesting App for Android.

Both of these recorders require using the Task Button in order to navigate between the customer’s website/app and the customer’s task instructions. During your test, tap the minus (-) button to minimize the task instructions in order to view the customer’s website/app. When you need to view the task instructions again, tap the plus (+) button.

For more information on how to use the UserTesting App for iOS, click here.

For more information on how to use the UserTesting App for Android, click here.

Live Conversation Tests

Live Conversation Tests are one-on-one interviews with our customers using a third-party video conferencing tool called Zoom. You’ll need to download the Zoom software before attending your Live Conversation. If you accept a Desktop Live Conversation Test, you’ll join the interview directly from your dashboard.

If you accept a Mobile Live Conversation Test, you’ll join the interview from a reminder email on your mobile device.

Once you join your Live Conversation Test, you’ll speak directly with the customer for 30 or 60 minutes. To learn more about Desktop Live Conversation Tests, click here. To learn more about Mobile Live Conversation Tests, click here.

Thanks for taking the time to learn about our different recorders. If you have any questions or comments about the UserTesting recorders, please feel free to reach out to our support team .

These Installation instructions explain what to do when you encounter the "Untrusted Enterprise Developer" message on iOS devices.

If you haven't downloaded an app before, and it isn't in the App Store,you'll be prompted to go through a few steps to trust the app.

First, tap Cancel to dismiss themessage below.

Next, tap Settings > General

Then,Device Management

Now, tap the appcertificatein the ENTERPRISE APP section.

Finally, tap "UserTesting Inc", then tap Trust again to complete the process.

Now you're ready to start testing!

If our Quality Review team determines there is an issue with your first submission, you can submit a new sample video. You may not apply again if you haven't been selected to be a participant with us after two sample test submissions.

You’ve completed your first test and you anxiously await your payment. After seven days, you check your PayPal account and you don’t see the payment from UserTesting. What happened?

First, has it been exactly 7 days after you completed the test? Payments are sent at approximately the same time you completed the test (California time). So, if you completed the test at 5pm PST, then payment won’t get sent until 5pm PST, 7 days later.

If it’s been more than 7 days since you completed the test and you don’t see payment, then it could be due to one of these common reasons:

Is your PayPal email spelled correctly?

If there’s a typo, then we’ve sent your payment to a non-existent account. To check your PayPal email, login to your UserTesting Dashboard, and select Account Information > Change PayPal Information.

NOTE: If you change your PayPal email AFTER we try to send payment for a test, then you probably won’t see the payment for that test. You need to ensure that your PayPal email on file is always accurate and up-to-date BEFORE a payment is scheduled to be sent. If you need a payment re-sent, please request assistance via the Contact Us form.

Did you confirm your email when you set up your PayPal account?

You need to to have a confirmed PayPal account in order to receive payments.

To confirm your account, log in to PayPal and click Confirm email.

Go to your email account and check for a confirmation email from PayPal. If you don’t see one, check your Spam folder. Follow the instructions on the email to confirm your PayPal account.

After your PayPal account is confirmed, you will see the payment from UserTesting on your account.

NOTE: You need to claim payment within 30 days from when it was sent to you. Otherwise,PayPal will return the money to us.

Are there any limitations on your PayPal account?

If your PayPal account is limited (you’ll see a reason on your PayPal account), you need to resolve this before you can receive payment from us.

First, you may want to verify your account. Unverified accounts have limits on how much money they can receive per month. The area circled in green below shows the status of your account.

How to get Verified

Log in to your PayPal account

On the account overview page, near your name, click Get Verified

Select the verification method you want to use

Enter your information, then click Continue

Click Confirm, then click Submit

NOTE: PayPal Verification usually takes 2-3 business days in the United States, and 4-6 business days outside the United States.

If your account is Verified and still limited, follow these steps to find out why.

Log in to your PayPal account.

Click Resolution Center at the top of the page.

Click Steps to Remove Limitation and follow the instructions

If you don’t hear from PayPal within 3 business days, we suggest that you call the Resolution Department at 1-888-221-1161 or 1-402-935-2050, if you’re calling from outside the U.S.

For faster service, get a one-time passcode before calling. Here’s how:

Log in to your PayPal account

Click Contact at the bottom of the page

Click Call Us under “Contact PayPal”

Welcome to testing on your Android device! Below are three helpful videos showing you what you can do on your Mobile Dashboard as well as how to take tests using the UserTesting Mobile App for Android devices. To view the video in higher quality, right click the video and choose the appropriate setting.

Dashboard Walkthrough

Accepting a Test

Recording a Test

For more helpful videos follow us on Facebook.

You'll also find contests, polls, and important updates.

We allow some clients to post tests which they know will take longer than ~25 minutes to complete. For these tests, the client will offer a bonus payment to compensate you for the extra time spent completing the tasks. The bonus amount can vary, but should always be clearly stated in the "Other Requirement" field.

The screen recorder will automatically quit at 60 minutes of recording. When this happens, the video files are lost, and we're unable to recover them. If this happens, please contact the Support Team to alert the team that you were unable to complete all the tasks.

Bonus payments are processed manually after the client determines that the video is satisfactory.Once we confirm with the client that you have satisfactorily completed the bonus requirements, you'll see the bonus on your dashboard. This will generally take 3-4 business days after the test is completed. If you do not see the bonus in your pending payments after 5 business days, please contact the Support Team.

If you encounter a problem with the test tasks or website, please use the "Help" or "Problem?" link on the screen recorder task bar to alert the support team.

If you are taking a test that seems to be running long, and did not warn you about this, please exit the test by reporting a problem. We may not be able to provide a bonus if the test is not expected to be longer than average.

If you have updated your Mac computer to macOS Catalina you will need to update your security settings to enable Screen Recording for UserTesting. (If you are not a Mac user running macOS Catalina 10.15, you do not need to take any action at this point.) You should see a system prompt from Apple the next time you attempt to share your screen.

*Note: Unfortunately, this cannot be done proactively. You'll first need to attempt to share your screen with UserTesting before you'll see the UserTesting App show up in your System Preferences under Screen Recording.*

Here's how:

1. In the dialog box, chooseOpenSystem Preferences. (You'll need to repeat this process for Google Chrome and Zoom).

*NOTE: If you have already taken a computer test on macOS Catalina and did not see this prompt, please skip to Step 2.*

2.Navigate toSecurity & Privacyin your System Preferences.

3. Click the Privacy tab.

4. Scroll down toScreen Recording.

5. You'll need to enable screen recording for UserTesting, Chrome, and Zoom when you are prompted to do so.

Computer Tests

MobileTests (using the UserTesting app)

You may be asked to participate in different types of tests through UserTesting. We want you to feel prepared to complete these other types of tests successfully. Below are the most common ones:

Computer Tests

These tests are completed on a Mac or a Windows computer. Most of the time, you’ll be providing feedback on a website.

Requirements:

PC:

Operating system: Windows 7, 8 or 10.

Memory: At least 1 GB of total RAM and 0.5 GB of available RAM.

Free disk space: At least 7 GB of free disk space.

Browser: Edge, Firefox, or Chrome (most recent versions suggested).

Mac:

Operating system: OS X 10.7 or higher

Memory: At least 1 GB of total RAM and 0.5 GB of available RAM.

Free disk space: At least 7 GB of free disk space.

Browser: Safari, Firefox, or Chrome (most recent versions suggested)

Length: 15-20 minutes

Payments: $10 per test

Live Conversation tests

In a Live Conversation, you'll speak to a customer in real-time using Zoom video conferencing software. Live Conversations can be conducted via your computer or mobile device.

Length: 30-60 minutes

Payments: $30 - $60 per test, depending on length.

MobileTests (using the UserTesting app)

Love being on your phone or tablet? If so, this will be perfect for you! These are completed through our UserTesting mobile app, which is designed to be used on an Android or iOS device.

Requirements:

Must be on at least iOS 9or Android 4.0

iPhone 5, 5c, 5s, 6, 6 Plus, 6s, or 6s Plus

iPad 3, 4,iPad Air, or iPad Air 2

iPad Mini or Mini 2

Most Android devices

Length: 15-20 minutes

Payment: $10 per test

Prototype Tests

Prototype (or wireframe) tests are websites or apps that aren't completely finished yet. The developers are still tinkering with a concept for their site or app, and want to find out whether or not they're on the right track. If something doesn't work as you expected, explain what you expected to happen and move on.

Requirements: None

Length: 15-20 minutes

Payment: $10 per test

Recruitment Tests

Recruitment tests are pre-qualifying tests that you take to be considered for future special studies. Some recruitment tests require you to submit a video, while others are a simple survey. You may receive these in your "available tests" tab, or see them located in a blue banner bar on your dashboard. Please note that you aren’t paid for taking these types of tests, as they are merely to determine if you’re eligible for further studies. The following are some general types that you may become qualified for:

Moderated - We have moderators who assist and guide participants during a session. These are usually special circumstances that require more time to set up and take. Since it requires more time, the payments are typically more.

Longitudinal - Also known as diary studies, these may be unmoderated or moderated and may last from a few days to weeks.

Length: varies, usually not more than 5 minutes

Payment: $0. If selected for a moderated or longitudinal test, payment is typically $40 or more, depending on the amount of time you are asked to spend.

We're so glad to hear you've applied to become a UserTesting participant! You can't log in until your application has been approved.

If your application is approved, you'll be notified via email. The approval email contains a link to create your UserTesting profile. You won't be able to log in until after you've completed this step.

Due to the large volume of applications we receive, it could take up to a week to make a decision regarding your application.Thanks so much for your patience while we review your application!

For installation instructions, read here.

Starting a Test

Once you accept a test and click “Start Recorder” on your dashboard, you should see a pop-up asking you to share your screen. If you have multiple monitors, make sure you choose the screen with UserTesting open in your browser window.

Once you choose a screen to share, you should see the task widget appear in the top right corner of your browser window.

NOTE:At the bottom of your browser window, you will see a small banner reminding you that UserTesting is sharing your screen with the recording software. If you clickStop Sharing, this will automatically end the test. If you do this, we will not be able to pay you for your time.

Please clickHide on this banner so that you can see the customer's entire website or app throughout the test.

Before every test, you’ll have the option to walk through a tutorial on how to use the Browser Recorder. Note that you can expand and collapse the task instructions by clicking the arrow icon.

You can also move the task widget around if it is blocking something on your screen. To do this, click and hold the drag handle to drag it to any corner of your browser window.

After the tutorial, you’ll see a Mic Check screen. You won’t be able to proceed until the recorder determines that your audio is loud enough. Please be sure to plug in your microphone BEFORE launching the recorder to avoid any errors. Click “Next Step” on this screen once the button becomes active.

Note: Keep an eye on the audio indicator throughout your test to make sure that the microphone icon is fluctuating.

Read through the reminders on the following screen and keep them in mind throughout your test.

Navigating through a test

Once you start recording, the test website will automatically load, and the task widget will appear in the top right corner of your browser window.

First, you will see the scenario for the test. The scenario is the mindset you should keep in mind throughout the test, and it will help you step into the shoes of the target customer for this test. For example, if the scenario states: “Imagine that you want to buy a holiday sweater for your dog”, do your best to pretend that you are really buying a sweater for your dog, even if you don’t have one.

After you’ve read and understood the scenario, click Start. You’ll be taken to the first task.

The task instructions in the top right corner will provide you with the test instructions and the actions you should complete as you browse the website. Please read each task carefully and make sure you complete the task in its entirety and as requested.

When you’re ready to begin the task, click “Begin this step”. This will minimize the task instructions so that you can view the customer’s full site.

When you want to see the task instructions again or are ready to move on to the next task, click the arrow icon. When you’re finished with the task, click “Next Step”.

Note: Make sure to find a quiet place where you can focus for the duration of your test. If you do get interrupted during a recording, click the pause button on the recorder and resume when you are ready to focus again. It's helpful to briefly state why you paused when you resume.

Reporting a problem

If you get stuck during a test and either can’t complete a task or aren’t sure what to do next, click the menu next to the pause button. This will open a window where you’ll be able to choose the problem you’re experiencing. In most cases, another window will open where you’ll be asked to provide a comment regarding the issue you experienced, and you’ll be released from the test. Your problem report will be sent to our Support Team and the customer for the test will also be notified.

If the customer’s website does not automatically open, click the menu button, then navigate to The website or app did not open. You can either click the URL provided or copy and paste it into your browser.

I’ve finished my test. Now what?

Once you’ve completed the final task of your test, you will see a task that asks for “Any final thoughts?” This is an opportunity to recap your thoughts, summarize what you have said, and share any last remarks. Then click “Stop Recording” to end your recording and start the uploading process.

At this point, you’ll be asked to answer up to 4 written questions about your experience browsing the website.

Once you submit your written answers, the upload window will appear. Be careful not to close this window before being prompted to do so, or you may lose your video. When your video has successfully uploaded, you will see a message that says it is safe to close the uploading window and return to your dashboard.

Important Note: It may take longer for tests recorded using the Browser Recorder to appear on your completed tests tab. Videos need extra time to process on our end. Don’t be alarmed if you don’t see it immediately. However, if it’s been more than 30 minutes and the video hasn’t appeared, please contact us.

UserTesting participants are paid $10 (USD) for each completed website test or app test. A test consists of a 15 - 20 minute recording and answers to four follow-up written questions. If your test does not meet our standards, or the customer requests a refund, you will not receive payment.

If you are invited to participate in a Live Conversation, you will be paid $30 for a half-hour session and $60 for a one-hour session.

Payments are made daily for jobs completed 7 days earlier, and all payments are sent via PayPal. You can find more information about our payment schedule here.

Please note: the sample video you submit during the application process is not eligible for payment.

UserTesting is a great way to earn a few extra dollars on the side. On average, most participants take one ortwo tests per week

The number of tests on our platform is growing every day; you can receive a test at any time, on any day of the week. However, the number of opportunities a participant receives fluctuates day-to-day and is largely dependent on the needs of the customers. You may or may not qualify for tests, based off of your demographic profile and background.

Here are some tips to maximize your chances of receiving new tests:

Stay logged in on your dashboard. You'll hear a sound notification when a new test is available. We also send you emails of available tests.

Aim for a 5-starrating. Higher ratings improve the chances of receiving new tests.

Pay attention to the blue highlighted area above your dashboard.Fill out the surveys to qualify for more tests.

Ensure your profile is up-to-date.

Understanding ratings

We ask our customers to rate videos based on how helpful they are. Above is the rating scale that our customers use.

Remember that we want you to be successful; we automatically review all 1- and 2-star rated tests and will clear any rating that we determine isn't warranted.

You’ve gone to your tester dashboard and you see a test that you really want to complete. You acceptthe test and your screen recorder won’t launch. What now!?

Well, here’s what we recommend you do so you can get that screen recorder up and running and thattest completed. You can try these one at a time or all together. There is no particular order to this list,so try these in any order you’d like.

If you're on Windows:

Ensure that you're logged into an admin account

Make sure that your antivirus isn't interfering with the screen recorder

Uninstall and then re-install the screen recorder.

Restart your computer (Really, it does solve a lot of problems)

Try open to launch the screen recorder in a different browser

If you’re on a Mac:

Restart your computer (It helps, seriously)

Uninstall and then re-install the screen recorder. If you don’t see it in the application folder, check your library folder for an old version of the screen recorder. In the Finder, choose Go>Go to Folder, in The Go to Folder dialog, type ~/Library then click Go.

To be accepted as a UserTesting tester, you'll need to provide a sample video with a high-quality audio recording. Follow these tips to ensure your sound is crystal clear!

All recordings should be created in a quiet, distraction-free environment.

Make sure that your microphone was plugged in BEFORE you click "Accept this Test." The Audio Test will not properly detect your microphone if it is plugged in AFTER you accept a test.

If you have multiple audio inputs, only have your microphone plugged in and be sure that your microphone is selected.

When testing, try to be aware of where your mic is. If you are covering it with your hand, your audio will be muffled.

If your microphone is too close to your mouth, your video may be loud and scratchy! If it’s too far away, the microphone may not pick up your voice.

If you see the yellow warning bar during your recording this indicates an issue with your audio clarity. Make sure you are speaking loudly and clearly enough

Testing your microphone:

Do a quick test recording to confirm that things are working on your end. Double-check your microphone connections and settings.

PCs: You can use Microsoft Sound Recorder (Start > Programs > Accessories > Sound Recorder).

Macs: You can check your input level by going to Apple > System Preferences > Sound > Input.

You can also test your microphone by making a recording on this website: http://www.screencast-o-matic.com/. This will allow you to record your audio and hear exactly how it will sound.

Windows 10 Audio Tips

If you're testing on a computer with Windows 10, you may be submitting tests with distorted audio and not even realize it. As a UserTesting participant, you won't get paid if the client can't hear or understand your video. Follow the steps below to prevent audio issues with Windows 10:

1. Right-click on the Sound icon on your bottom right of your screen.

2. Click on Recording Devices.

3. Right-click on the microphone.

4. Click on Properties.

5. Click on the Enhancements tab.

6. Check the "Disable All Sound Effects" box.

7. Click "OK".

If you don't see an Enhancements tab, then look for a "Signal Enhancements" section in the "Advanced" tab and uncheck that box. This should fix the distortion issue.

Additional Resources

For additional tips regarding how to record great audio, please watch the following video:

Imagine this: you’re taking a test, and then all of a sudden some outside force causes your screen recorder to shut off. What do you do? Simply write into the Support Team using the Contact Us form. Be sure to include the test number and a detailed summary of the issue. As long as the root cause of the issue is with our site or software, we’ll make sure that you are adequately compensated for your efforts.

**Keep in mind, if you're completing a lengthy test, the screen recorder will automatically crash between 55 - 60 minutes. So be sure you complete the test before then!

If a test lasts longer than 20 minutes and didn't mention that it's a longer test or includes a bonus payment, then please stop and report the issue immediately so our team can further investigate. You'll be paid for your time.

Payment: In most cases when you experience a technical problem caused by our software, we'll pay you in accordance with the following payment schedule. Keep in mind that we reserve the right to withhold payment or change the payment amount to fit the situation.

Recording Time

Partial Payment

Less than 2 minutes

$0

2-4 minutes

$3

5-9 minutes

$5

10-14 minutes

$7

15 or more minutes

$10

In the event that the screen recorder does crash on you, please don’t attempt to do the test again since our clients prefer "fresh eyes" feedback. Please restart your computer prior to accepting another client test.

What you'll need in order to participate

How to participate

Installing the App

The day of your interview

Payment

iOS and Android Resources

Zoom Resources

Live Conversation mobile interview sessions are an exciting new test format, where you'll speak directly to a customer from your mobile device. These 30 or 60 minute sessions are conducted using the Zoom video conferencing app and must be scheduled in advance. You'll need to be prepared to speak your thoughts and observations in real-time.

What you'll need in order to participate

An iPhone or Android device that meets our minimum requirements (keep your charger handy!)

The Zoom mobile app (available in Apple App store and Google Play store for free)

30 or 60 minutes of free time

A quiet, distraction-free space

How to participate

Live Conversation Mobile Interviews will appear on your dashboard just like any other test.

Getting started with Android

SelectTake screener

You'll need to be accepted by the screener and then find a mutually agreeable time for you and the customer to meet. You'll see a calendar with their availability. Choose a time slot that works for you.

Click Submit availability.You'll see a confirmation screen and receive a confirmation email with the details of your scheduled meeting.

We will send you reminder emails about your test, and it'll appear on your dashboard as well.

Youmust attend as scheduled, or you will receive a 1-star rating. If you won't be able to attend as planned, pleasecancel at least 24-hour in advance. You'll see the option to cancel via your dashboard. We can't reschedule this interview for you.

Installing the App

Search for Zoom Cloud Meetings in the App Store or Play Store. Download and install this free app.

The day of your interview

Make sure you've downloaded the app on your mobile device

Please be ready 15 minutes before your interview. This will give you time to work through any technical issues.

You'll receive a link to join interview via your reminder email. Tap this button on your mobile device to begin your session.

In order to protect your privacy, we ask that you use your first name only or your UserTesting username since the customer (and whoever the customer chooses to share the recording with) will be able to see this.

Since the test is conducted via the ZOOM Cloud Meetings app, it won't appear on your UserTesting mobile dashboard.

Be prepared to speak in real-time with a customer.

The test will be recorded.

The test will upload automatically once your session has finished.

Please note that it may take some time for your test to upload once you've completed the session, due to the large file size.We ask that you wait 2 hours before emailing in.

Payment

Live Conversation Mobile Interview payments are processed one week after the test. You'll be paid $30 for a half-hour session and $60 for a one hour session. All payments are made via PayPal.

iOS Resources

Live Conversation: iOS Mobile Interviews

Android Resources

Live Conversation: Android Mobile Interview

Zoom Resources (external)

Getting started with iOS

Our UserTesting participants often write in to express concern over their Recent Average Ratings. The following message is all too representative of the e-mails that testers frequently write to us:

Hello Support,

Hope you guys are all doing well there in Support! My UserTesting.com username is BenjiRu. I’m writing because I have question about my ratings. I’m at 3.5 stars. I thought I was doing okay, but now I’m wondering how can I boost up my rating??

This sort of inquiry is all too common here in Support. After all, it’s no wonder why BenjiRu is concerned about his Recent Average Rating: a tester’s star rating is what determines the amount of tests that are distributed to her or his Available Tests column. The higher your Recent Average Rating, the higher your likelihood of snatching up more testing opportunities.

If only there were a formula for the five-star performance! Alas, we have not found one. In lieu of such a perfect recipe, we can offer two things: (1) general advice that works well in nearly all situations, and (2) specific inside tips that some of our five-star testers have shared with us. This series will focus on the second option, showcasing some of our best testers as they discuss the keys to their craft.

We start with Lisbeth.

Lisbeth works as a Business Analyst and Consultant in Illinois. She also freelances as an editor and writer for various publications (both online and in print). I started by asking Lisbeth how long she’s been a participant with UserTesting.com.

1. How long have you been testing with us, and what brought you to us?

Lisbeth: [Off and on for] over four years. A colleague was looking into different testing platforms for a site we were working on and came across User Testing. Intrigued, I decided to sign up as a participant to get a better feel from the other side, and liked it so much I stayed. :)

2. What do you like best about being a participant with UserTesting.com?

Lisbeth: It benefits everyone. I’ve been on both sides of development, and when you’re in the thick of creating a site it’s easy to lose perspective. Things that seem blatantly obvious to the user are invisible to the project team simply because you’re too close to really gauge usability. From a user perspective, it’s a way to make a little extra money that also ultimately helps people to build better sites.

3. How important to you is your Recent Average Rating?

Lisbeth: It’s the variable by which I define my own excellence, and the marker which assures me whether I’m on track o need to step up my game. What I especially like is that it’s now based on the last 12 tests--something that keeps all testers striving towards perfection.

4. Do you accept any and all tests for which you qualify, or are you choosy when it comes to selecting tests to take?

Lisbeth: I’m moderately choosy. If I don’t feel I am well-equipped for whatever reason, I’ll pass. I’ve also quit tests which have over 20 questions--I personally feel this requires too much rushing through the test, which would deliver a less than optimal performance.

5. What’s the first thing you do when you launch the screen recorder to start recording?

Lisbeth: Introduce myself and read the scenario [by clicking "Previous" on the task bar] to ensure I’m on the same page as the client. I then read the task--and each task--out loud.

6. How do you work through the test tasks?

Lisbeth: I read through the task in its entirety, and keep each question in mind as I'm performing the test. If a question is ambiguous, I'll explain that and why, and then answer it to the best of my ability. If there are multiple questions in a task, I'll review the questions aloud to ensure I've answered them all before I move to the next task, explaining what I'm doing as I go.

I do tend to double-check everything as it's easy to miss something that may be integral to the client's insight..

7. How do you handle tasks that don’t make sense to you? What strategies do you employ when you’re not sure what the client is getting at?

Lisbeth: I'll explain first why the question is confusing or ambiguous - this just to ensure that the client knows what the communication gap is, so that they can amend it potentially for future tests - and answer it to the best of my ability.

If a question really doesn't make sense, I'll either pause the test and write support for clarification, or abandon it and report it under "other problems" so that User Testing support is at least aware of the problem, again in hopes of notifying the client for future tests.

8. Sometimes it’s easy to get quiet during a test. How do you remind yourself to keep speaking up? What are some good habits for remembering to always express your thoughts?

Lisbeth: Fortunately, I'm fairly verbose in real life, and love to explain things so thinking "out loud" is a natural inclination. I use that methodology in the same way - showing exactly what I'm doing, demonstrating what I'm looking for and why, and then mapping the intuitive process - where I feel like I "should" go, or why something doesn't work.

I never worry about appearing stupid or that I "should" know how to do something, and approach each test as I would in real life. I'm also not afraid to admit when something confuses me or appears counterintuitive - many times, programmers work with a different mindset than the customer, so subjective perspective can be invaluable in the testing process.

10. Have you noticed any changes to a website you’ve tested based on your feedback?

Lisbeth. Tons! This is the most rewarding aspect of being a participant - many clients write me to let me know that what I found produced results and how they changed their website because of it. I've often been invited to review the changes and provide additional feedback as well (which I'm happy to do).

11. Lastly, please feel free to tell us anything else that you think is pertinent to your success as a UserTesting participant with us!

Lisbeth: Approaching each test as if it were the first, and genuinely wanting to help someone make things better are pivotal to excellence in testing.

III. Lisbeth’s A-B-C’s

Lisbeth shares some great advice in her answers to the questions above. Here are the Lisbeth’s main take-aways--the most important A-B-C’s that every participant should keep in mind before a test.

A. Do not necessarily accept every test. If you do not feel that you fall within the intended scope of the test, it is better for your star-rating to walk away and only give feedback when you are certain that it will be most valuable for the client.

B. Start each test by re-reading the scenario to ensure you and the client are on the same page.

C. Show, not tell! Demonstrate every aspect of what you are trying to express to the client.

We think that these three points can benefit every participant, no matter their star-rating.

Stay tuned for more profiles from our highest-rated testers!

Card sorting is a unique method of testing the organization of content on a site or application. Traditionally, this kind of study was done in person, with actual index cards, but now we have online tools like OptimalSort that present you with a bunch of digital “cards.” Your job, as a tester, will be to group those cards together in whatever way makes sense to you.

Sometimes, you’ll be given a set of categories to sort the cards into, and other times, you’ll be able to name the categories yourself. Both methods help developers understand how they should organize the content on their site or app.

If you want to get a high rating on a card sorting study, do the following things:

Read the instructions very carefully. This is true for ALL tests, but especially card sorting, because you will probably be taken to another site to perform the card sort. If you’re not sure what you’re being asked to do, say that aloud while you’re recording, explain how you are interpreting the instructions, and carry on in whatever way you can.

Focus your feedback on the cards that confuse you, or are difficult to categorize. The final results of this type of study will probably shed some light on which cards don’t fit very well into categories, but they won’t explain WHY; that’s where your feedback will be most valuable. Explain what makes you hesitate as you sort the cards, whether it’s a simple issue of terminology or a genuine feeling that the card just doesn’t belong.

Be sure to submit your completed sort! When all the cards are set up how you want them, look for a button that says “Finished” in the top right corner.You may have to move the UserTesting task box to find this button. Don’t navigate away from the page until your work has been submitted!

At this time, most of our current studies are conducted in English.In order to be accepted as a UserTestingparticipant, you must be able to articulate your thoughts clearly in English, as demonstrated in your sample video. You do not need to be a native English speaker to apply.

There may be certain scenarios where a completed test doesn't upload successfully, through no fault of your own. While this is always frustrating, there are things to do to make sure that your videos are given thebest chance of making it successfully into our system and onto the client’s dashboard.

In order to give your video the best chance of success, please be sure to follow these easy steps:

1. Double-check to confirm that your computer meets the minimum system requirements.

PC:

Operating system: Windows XP, Vista, Windows 7 or 8.

Memory: At least 1 GB of total RAM and 0.5 GB of available RAM.

Free disk space: At least 5 GB of free disk space.

Browser: Internet Explorer 8 or higher, Firefox 3.5 or higher, Safari 4 or higher, Microsoft Edge, or Chrome.

Mac:

Operating system: OS X 10.7 or higher

Memory: At least 1 GB of total RAM and 0.5 GB of available RAM.

Free disk space: At least 5 GB of free disk space.

Browser: Firefox 3.5 or higher, Safari 4 or higher, or Chrome.

2. Temporarily disable your anti-virus software. This can keep your uploads from reaching us.

4. Use a wired internet connection.

5. Lastly, close all those other applications you have running. This includes any background applications and any additional browser windows or tabs that are not UserTesting.com related.

After going through all of these steps, you’ve now given your video a great chance of uploading and fulfilling its potential.

When our system detects an upload failure, we are able to automatically process a payment for your efforts. No need to reach out - you'll see it on your dashboard.

Our customers create and distribute new tests throughout the day. However, since the majority of our customers are located in the United States, most tests tend to be launched during standard U.S. business hours, Monday-Friday.

Some tests can be scheduled in advance, so it's still worth logging in and checking your dashboard if you're interested in completing tests on the weekend or off-peak hours! Remember to fill out any surveys you see on your dashboard and keep your rating high to qualify for as many tests as possible.

If you've been invited to participate in a Live Conversation or Moderated Study, you'll want to download Zoom and familiarize yourself with the program ahead of time.

What are the requirements for Zoom?

Where do I go to download Zoom?

How do I install on a Mac?

How do I share my screen?

How do I join or test my audio?

Mac

Windows

How do I join by telephone?

How do I request or give keyboard/mouse control?

What if my video/camera isn't working?

Mac

Windows

What are the requirements for Zoom?

Windows XP or later, or Mac OS 10.6.8 (Snow Leopard) or later

Browsers: IE7+, Firefox, Chrome, or Safari5+

An internet connection broadband wired or wireless (3G or 4G/LTE)

Speakers and a microphone built-in or USB plug-in or wireless Bluetooth (we recommend using a headset)

Where do I go to download Zoom?

Go here on your Mac or Windows computer and you'll be prompted to download Zoom.

How do I install on a Mac?

To install Zoom on a Mac, please check that your Security and Privacy settings are set to Allow apps downloaded from Mac App Store and identified developers.

FAQ: Live Conversation

How do I share my screen?

To start "Screen Sharing" select "Share Screen" button located in your meeting tool bar.

After selecting "Share Screen" located in your in-meeting tool bar. You can choose to share your "Desktop" or an "individual application/window".

Screen Share Menu:

Pause: Pause your current screen share

New Share: Select a new window, application, or desktop to share

Annotate: Use screen share tools for drawing, pointer, etc...

Remote Control: allow participant to control your keyboard and mouse

Mute: Mute or unmute your microphone

Stop Share: Ends your screen sharing

Stop Video: Stop or Start your webcam video

More: In-meeting Tool bar options (in-meeting options such as - Chat, Invite, Hide video panel etc..)

Remote Control (under More): allow participant to control your keyboard and mouse

How do I join or test my computer audio on a Mac?

Prerequisites:

For computer audio, you must have a working microphone, such as the built-in microphone, a USB microphone or an inline microphone on a headset or headphones.

1.After joining or starting a meeting, click “Join Audio by Computer” to connect your computer’s speaker and microphone to the Zoom Meeting. If using your computer’s speaker andmicrophone is your preferred audio method, check the option "Automatically join audio by computer when joining a meeting".

2. You can test your audio connection before joining by clicking the “Test Computer Audio” link. The audio preferences will open.

You can test the volume and output of your speaker device by select "Test Speaker". If you cannot hear, change the output source by selecting a different speaker device.

>Speak at a normal level and check the Input Level meter to see if your computer is registering your voice. A green bar will raise and lower as you speak if it is working correctly. If the audio is not registering, change the input source by selecting a different microphone from the drop down list.

You can select “Automatically adjust microphone settings” to adjust the microphone level based on your speech level.

3.If you would like to check your audio connection while already in a meeting, click the arrow next to the microphone on theleft-hand side of the in meeting toolbar and follow the directions above.

How do I join or test my computer audio on a Windows?

1.After joining or starting a meeting, click “Join Audio by Computer” to connect your computer’s speaker and microphone to the Zoom Meeting. If using your computer’s speakerandmicrophone is your preferred audio method, check the option "Automatically join audio by computer when joining a meeting".

2.You can test your audio connection before joining by clicking the “Test Computer Mic & Speakers” link. The audio preferences will open.

You can test the volume and output of your speaker device by select "Test Speaker". If you cannot hear, change the output source by selecting a different speaker device.

Speak at a normal level and check the Input Level meter to see if your computer is registering your voice. A green bar will raise and lower as you speak if it is working correctly. If the audio is not registering, change the input source by selecting a different microphone from the drop down list. You can also select "Test Mic" to playback your microphone input.

You can select“Automatically adjust microphone settings” to adjust the microphone level based on your speech level.

3.If you would like to check your audio connection while already in a meeting, click the arrow next to the microphone on the left-hand side of the in meeting toolbar and follow the directions above.

How do I join by telephone?

You can join a Zoom meeting via teleconferencing/audio conferencing (using a traditional telephone). This is useful in occasions where:

You do not have a microphone or speaker on your PC/Mac

You do not have a smartphone (iOS or Android) while on the road

You could not connect to a network for video and VoIP/computer audio.

Join by computer (for video) and telephone (for audio):

1. Join a Zoom meeting

2. Once you are in the meeting, select the Join Audio in the menu bar

3. Follow instructions on the dialog box toDial In

How do I request or give keyboard/mouse control?

Pre-Requisites:

1. Join the meeting with a PC, MAC or iPad device.

2.The person sharing their screen must be on a PC or MAC.

How to request remote control from someone who is sharing their screen:

Once the other person has started sharing you will need to locate the tool bar menu drop down at the top middle of your Zoom window. (i.e. "You are viewing Michael Mariscal's screen")

Next, select "Request remote control right". This will then send the other personsharing a notification asking whether or not they will allow you to control their screen.

How to give remote control of your screen while sharing:

You will see a notification asking whether or not you willallow them to control your screen.

Click "allow".

How to regain control:

To regain control over your mouse and keyboard, simply "click" anywhere on your screen.

My video/camera isn't working for my Mac. How do I fix this?

Make sure that all other programs that utilize the camera are not using the camera or are closed.

Reboot your computer to ensure that the camera is not being used by another application.

My video/camera isn't working for my Windows PC. How do I fix this?

Make sure that all other programs that utilize the camera are not using the camera or are closed.

Reboot your computer to ensure that the camera is not being used by another application.

Visit your device's support and downloads page to update the camera driver.

Related Resources

Live Conversation: Joining your iOS Mobile Interview

Live Conversation: Preparing for your iOS Mobile Interview

Live Conversation: Android Mobile Interview

If your browser is in full screen mode, the screen recorder will be under it while you are testing. We recommend that you don’t use full screen mode when testing so clients can see which task you are on when they watch your video.

Do I have to pay to be a UserTesting participant?

No.

How much do I get paid and when do I get paid?

UserTesting participants are paid $10 for each completed website test or app test. A test consists of a 15 minute recording and answers to four follow-up written questions. Very rarely (less than 1\% of the time), a client asks for a refund because they’re dissatisfied with the user. You don’t get paid when this happens. Payments are made daily for jobs completed 7 days earlier.

How soon will I be able start doing paying tests?

If your sample test is approved, you’ll start receiving emails notifying you about testing opportunities. New tests are posted daily.

What kind of computer do I need?

You will need to use a computer to submit your application. If your application is approved, you can use a mobile device for future tests.

Here are the minimum requirements:

PC

Operating system: Windows 7, 8, or 10.

Memory: At least 1 GB of total RAM and 0.5 GB of available RAM.

Free disk space: At least 7 GB of free disk space.

Browser: Firefox or Chrome

Mac

Operating system: OS X 10.7 or higher

Memory: At least 1 GB of total RAM and 0.5 GB of available RAM.

Free disk space: At least 5 GB of free disk space.

Browser: Firefox, Safari, or Chrome 49.

Do I need a microphone to be a UserTesting participant?

Yes. If you don't own a microphone, here's an inexpensive one that we recommend: http://www.amazon.com/Cyber-Acoustics-AC-201-Headset-microphone/dp/B0002QLQ96/

Do I need to download anything?

Yes. You'll need to download our screen recorder onto your computer when you apply to become a participant. The screen recorder only runs while you are taking a test.

Is PayPal the only way to get paid?

Yes.

Are my payments taxed?

UserTesting.com does not withhold any taxes from payments. As independent contractors, testers are responsible for determining any tax liabilities incurred from payments received by UserTesting.com.

Do I have to be in the United States to do testing?

No, we have many UserTesting participants in countries located all around the globe. Click here and scroll down to see a full list of countries from which we are currently accepting applicants.

How do I apply to be a UserTesting participant?

The application process is simple. Complete a short sample test and fill out some basic demographic information. http://applicants.usertesting.com

What is it?

Our UserTesting App for Android is a mobile app that lets you qualify for and take tests directly on your Android device.

Are there any requirements?

Before you install the UserTesting App on your Android device, please make sure that you meet the following requirements:

Android 5.0 or higher

At least 400MB of available space on your device

At least 20\% battery life when you try to take a test

To avoid upload issues, we strongly recommend that you connect to a WiFi network when you upload your completed test. WiFi is faster and more reliable.

What devices can I use?

Samsung

HTC

Nexus

Motorola

and more...

How do I get started?

Search for "UserTesting" in the App Store. Tap "Install" to install the app.

Once you have installed the UserTesting App, you can sign in to your mobile dashboard to see what tests may be available. Use the same email address and password that you use when signing in to your computer dashboard.

There could be quite a few reasons this is happening. First, please ensure that your computer meets the minimum requirements. Once you've established that it does, the most common culprit is antivirus software.

Mac Users:

If you're using a Mac, the following apps have been identified as apps that can cause our app to lock up: BetterSnapTool, Magnet, SizeUp, Moom, Divvy, HyperDock, AdBlock Plus, and Monosnap

Some other applications that have been identified to cause similar behavior are: CleanMyMac 3, Kaspersky Anti-Virus, RescueTime, and other security software.

Please disable these programs before proceeding.

One way to get around this issue if you’re not running these apps is to make sure you revoke all accessibility permissions before initiating a test session. You can do that by going to Preferences -> Security & Privacy -> Accessibility.

If this doesn't resolve your issue, we suggest trying a new browser (Chrome and Firefox are our preferred browsers.

Windows Users:

If you’re on a PC, the most common reasons weseethese freeze is also due to antivirus software. The most commons ones are: Kaspersky Anti-Virus, Norton, and MacAfee.

Please disable these programs. If you continue to experience issues, we suggest using a different browser or deleting and reinstalling the screen recording software.

We’ve put together the following list of sure-fire tips to help you have a good testing experience. Following these next steps will get you off on the right foot and help you get a good customer rating. Participants with higher ratings will see more testing opportunities.

1. Log in to your dashboard and listen for the Tester Community Facebook page to alert you of a new test.

2. Before you accept a test:

Read and understand any Requirements to make sure that you qualify.

If there’s a Screener, honestly answer any questions.

NOTE: This part is REALLY IMPORTANT. If you complete a test when you don’t meet requirements, it will be a waste of your time as well as the customer’s. You'll get a 1-star rating, won’t get paid and may be removed from the panel.

Make sure you close any personal chats, tabs, windows, applications, or other private information that you don’t want recorded.

3. Before you start your first task:

Take a minute to read and understand the Scenario so you have the right frame of mind for the test.

4. While recording a test:

Monitor your audio. You should see the microphone icon fluctuate as you speak your thoughts out loud. If you see the red alert icon, that means your audio is too loud and may be distorted.If you don’t see the microphone icon fluctuate when you speak, then the recorder is not picking up your audio. If you can’t resolve your problem, please QUIT the test by clicking on the "?" symbol or "Help"button and contact support if you need assistance.

Read each task carefully and complete it as best as you can before you click “Next”. Customers often need you to complete tasks in a certain order so it’s important not to stray from the tasks or click ahead before you are done.

Don’t just read what you see. Explain what you’re thinking so the viewer knows why you like or dislike something. Customers rate videos based on how helpful they are so the more detailed feedback that you can provide, the more likely you will receive a high rating.

Finally, if you ever run into a problem on a test and you can’t start or complete multiple the tasks, click the "?" symbol, "Help" button, or three dots to report a problem. Click here to learn more.

That’s it! We hope you have a great testing experience! For even more helpful tips, we recommend that you follow our .

Yes, it is crucial to have high-quality audio to accompany your UserTesting videos. Many types of headphones have a microphone built-in. This is usually sufficient. If you don't own a microphone already, here's an inexpensive one that we recommend.

We store your current country to help our customers better locate UserTesting participants that fit their ideal demographic criteria. In your profile, you must provide the name of the country in which you currently reside, as many tests are location-specific. This does not need to be your country of birth or citizenship, merely where you will be located during testing.

Can I participate in UserTesting while traveling?

The demographic categories pictured above, including country, can only be edited by UserTesting staff.

If you've recently moved, or will be staying in a new country for a prolonged period of time, please contact the Support team to have your profile updated accordingly.

Important:To expedite the handling of your request, please include the country name.

Related article:

Self-service and Contacting Support

We hope that UserTesting is a fun and easy activity for you, but we understand that you may encounter difficulty completing tests from time to time, or have questions about the process.

The answers to most of your questions can be found here, in the Tester Support Center. Use the search functionality to quickly locate the most relevant articles.

report a problem

We suggest browsing the Tester Support Center from time to time to see what's changed and refresh your memory.

When you have a quick question, look for the Help widget. It can be found on your UserTesting dashboard.

Click the widget, enter your search query and browse the suggested answers. If you don't find your answer, you'll be able to send an e-mail to the UserTesting Support team by filling out the provided form.

During a test

If you encounter something that prevents you from completing a test, . You won't receive an immediate reply, but we may be able to provide partial compensation for your time.

During a Live Conversation

While you are completing a Live Conversation via Zoom, you'll be able to contact the Support team using Live Chat. Use this option if you are having trouble joining the meeting or need help with your camera/microphone settings during the session.

If you plan to come back, you don't need to delete your account. We'll keep it safe while you're gone.

If you still want to delete your account please follow these steps:

1. Select "Settings" from the dropdown menu on your dashboard.

2. Scroll down until you see "Delete Account", and click "Delete".

3. Choose "Continue" and you will receive an email containing a link to delete your account.

4. Once you receive the email, click the link to delete your account.

You will no longer be able to log in to your dashboard and you won't receive any emails, or test notifications. You will not be able to create a new account.

You will need to use a computer to submit your application. You may borrow a desktop or laptop from a friend to send in an application video, if available. If your application is approved, you can use a mobile device for future tests.Your application must be completed on a Windows or Mac computer. For reliability and security reasons, we recommend that you use the latest release of your operating system and browser. We support the following browsers:

Chrome

Firefox

Safari

Edge

Please note: We no longer support Internet Explorer.

Additional requirements: Your computer should have at least 1GB of RAM with at least 0.5 GB available for applications. It should also have at least 5GB of free disk space for the screen recording software.

PayPal: All participants are paid through PayPal. You must have a confirmed PayPal account in good standing to receive payments. Payment for a standard 15-20 minute website or mobile recorder test is $10. For Live Conversation tests, the compensation is $30 for a half-hour and $60 for an hour-long session. Please note that you will not be paid for your UserTesting participant application sample video.

Tip: We recommend using a verified personal PayPal account. You do not need a PayPal Premier or Business account to be a UserTesting participant.

UserTesting doesn't withhold any taxes from payments. As a participant, you are an independent contractor and responsible for determining and paying any tax liabilities incurred from payments received by UserTesting.

Payment Time: Payment is received exactly 7 days after the test is completed, including the time of day. So if you complete a test at 5:00pm, you should expect to be paid around 5:30pm, 7 days later. Occasionally PayPal has 24-48 hour delays on payments, so please wait an extra 48 hours before contacting support about a payment issue since it should resolve itself.

Bonus Payments: Some test occasionally offer a bonus for completing a longer test or a multi-part study. Inall cases, you should keep a running worksheet of tests you complete, to make sure they appear in your Completed Tests tab and to ensure you are compensated. This should be done especially for tests with a bonus. If a test promises a bonus, the payment is generally updated 3-4 days after it's completed. This is because clients need time to watch the videos and ensure that they are satisfied with the test. Please wait to contact the Support Team regarding your bonus until 5 business days after test completion. At this point, we can contact the client and post bonuses for test that have been successfully completed.

Moderated Test Payments:Payment for your successful moderated test will be deposited into your PayPal account within 7 days of completing your test. These are manual payments sent by the Facilitator who scheduled your test. Since the payments are processed and sent on the same day, you might not see this show up as a "Pending" payment. If you have any questions about your payment, please contact the the Support team or your UserTesting Facilitator.

Changing your PayPal Email: You can update your PayPal address as needed under the "Account Information" section.

1. request

2.

REMEMBER that payments are sent automatically, 7 days after you complete a test. If you change your PayPal email AFTER payment is sent, that payment will be sent to your previous PayPal email.

Canceled Payments: If a client asks for a refund for your test, then we refund their money, and neither you nor UserTesting gets paid. The most common reasons they ask for a refund are:

You did not meet the client’s stated requirements. Although the tests that become available to you are filtered to meet your general demographics, some clients will post special requirements such as “must be a Facebook user” or “must be a small business owner”. The client may not have believed you met that requirement.

You did not address all of the requested tasks. A client might require you to do 10 different tasks on their site. If you only complete 9 tasks, they might ask for a refund.

The video recording was short and superficial. On average, our clients expect a 15 minute review of their site and they are asked to structure their tasks so they can reasonably be completed in this amount of time. We understand that some tests may have minimal tasks. In these cases, if you still have time after thoroughly addressing the tasks, you could explore the site further, recap any problems found or write a very thorough summary.

The Written Summary was not completed. A completed test is composed of both the Video Review and the Written Summary. When a Written Summary has not been submitted, you will see a highlighted message at the top of your account page letting you know which tests are missing written responses. Click the blue test number link to open the form and submit your responses. If you are unable to post your Written Summary, please submit a Support .

Google has released some new security features that will change the way you take tests on your Android devices. From now on, you'll need to enable taps before each Android test.If you don't enable taps before each test, that video won't be useful to our customer, and unfortunately, we won't be able to pay you for it.

Why do I need to enable taps/touches?

Beginning on November 1, 2018, Google has made some changes to Android security. For UserTesting participants, the most notable change is how you grant us permission to record where you tap or touch your device's screen. Since our customers can only hear your voice and see your screen, knowing exactly where you're tapping is very beneficial for understanding how you interact with their app or site. Without this data, we won't be able to pay you for your test.

How do I enable taps/touches?

When you're ready to begin a mobile test, you'll enterQuick Test Setup.

permission

This will walk you through everything you need to know to start your mobile test, just follow the on-screen instructions.

Open Settings > About Phone > Phone Status. Find the build number and tap it 10 times.

Developer options, whichshould now be setto On.Scroll down toenableShow taps.

Next, you'll complete a microphone check and a task button tutorial.

Once you've finished uploading your test, you'll want to turn off Developer Options. To do so, go to Settings > Developer Options. Toggle developer options to Off.

Is this a new permission?

No, we've always requested this ability but the way we do so is changing. Previously, you were able to grant this once, when installing the app. Now, you'll need to enable it before each test.

We know you're eager to see your uploaded tests on your dashboard, but some tests require additional processing time on our end. Most tests upload and complete processing in 20 minutes or less. The longer the test, the longer it can take. If your test doesn't appear in 30 minutes, please let us know. Be sure to include the test number!

Important Note: Your internet connection must be stable to upload successfully. Your internet speed will impact your ability to upload UserTesting videos. We recommend a speed of at least 3mbps.

1. Monitor your Audio Meters

Make sure that you see the audio meters moving when you speak. If they are not moving, there is no audio, and the client is receiving no feedback. If it is moving when you talk, but flashes YELLOW or RED, it is too loud, and your voice starts distorting. Make it a habit if monitoring your audio meters at the beginning of your test, then occasionally as you are recording, to make sure it is still moving in the healthy, green area.

2. Follow the Scenario and Tasks

Remember, clients are looking for something specific, and they want you to validate it or show them how to make it better. What do they want? It’s usually written in the scenario. If the test says to imagine you are shopping for a car, really try to get into the mindset of someone who wants to buy a car. Imagine your car just broke down what would you think about or do? It helps to actually read the scenario out loud. Also pay close attention to the tasks. If the task says, how do you like the page? Tell them how you like the page. Don’t fill out a form or click a link if the task doesn’t ask you to do so.

3. Use the HELP Button

In a perfect world, no one needs help. However, we all know that not all tests are perfect, and not all computers are perfect. Things happen, and you may be unable to continue with the test. Click the HELP button. This ensures that the support team is contacted, the client is contacted, and we can fix the issue and move on. If you don’t alert us and turn in a faulty video, you might receive a poor rating.

A Live Conversation is an exciting opportunity to provide feedback to a UserTesting customer in real-time. On the day of your scheduled Live Conversation, you’ll use your computer to connect to a customer through an online video-conferencing tool called Zoom. The customer may ask you to complete a set of tasks, observe your screen, or ask you questions.

Since there are extra steps that you need to go through in order to take a Live Conversation, these tests pay out more than the average test. This article will help familiarize you with the Live Conversation process for desktop computers.

If you've been invited to join a Live Conversation Mobile Interview, learn more here.

You can find the answers to some of the most frequently asked questions regarding Live Conversations here.

Step-by-Step: Getting and Scheduling a Live Conversation

First, you’ll see a Live Conversation on your dashboard. Make sure you qualify: pay attention to the requirements and take the screener.

Zoom FAQ

In addition to the screener, you’ll be asked if you are comfortable with sharing your webcam. If you are not comfortable sharing your webcam or screen, you should not schedule a Live Conversation.

If you pass the screener and agree to share your webcam and screen, you’ll be asked to schedule your Live Conversation.

Pick the time slot most convenient for you. You’ll be asked to show up 15 minutes early, so make sure you have ample time to complete the Live Conversation on that date and time. If you don’t see a time that works for you, select “I’m not available during these times”. Do not schedule your Live Conversation when you know you are not available.

Once you are confident in the slot you selected, click “Submit Availability.” You are now confirmed for a Live Conversation.

You should see a confirmation email listing the details of your upcoming Live Conversation. The confirmation email will also contain a calendar event that we highly recommend adding to your personal calendar as a reminder.

Please arrive at least arrive 15 minutes early. If you are late or don’t show up you will be rated 1 star.

Your scheduled Live Conversationwill stay at the top of your dashboard until it is time to join the session. You can check your dashboard for when your Live Conversationis going to take place. You’ll also receive a set of emails detailing when your sessiontakes place and what you’ll need to do to prepare.

Step-by-Step: Joining a Live Conversation (desktop)

On the day of your Live Conversationa “Join Test” button will appear on your dashboard. Join the session 15 minutes before it is scheduled to begin.

When you click “Join Meeting", the Zoom application will launch. In order to protect your privacy, we ask that you use your first name only or your UserTesting username since the customer (and whoever the customer chooses to share the recording with) will be able to see this.

To learn more about Zoom please check our .

Be prepared to be on camera. You should also hide any windows or files on your desktop that you don’t want seen in case the customer wants you to share your screen.

Next you’ll need to select your mic and speakers. SelectJoin With Computer Audio to continue.

The customer may join before or after you join the meeting. Be ready to talk to them and follow their instructions.

If you are asked toShare your screen at any point during your meeting, click the greenShare icon in the middle of the toolbar at the bottom of the Zoom window, as indicated above.

If you are asked toturn on your camera during your meeting, click the camera icon on the left side of the toolbar at the bottom of the Zoom window, as indicated above.

Running into an issue?

If you’re having trouble setting up or need help, you can contact support via the chat buttonon your dashboard. You should always contact support if the customer asks you to share something you are not comfortable with and you weren’t warned previously in the screener or requirements. This can be something like credit card info, your email, your full name, etc.

After your 30 or 60 minute Live Conversationis over, please leave the meeting and return to your dashboard. It will automatically upload. Please be patient during this process, as the file is very large it may take longer to appear on your "Completed Tests" tab.

During your Live Conversationyour dashboard will be on the “Test in Progress” page. Once your session is complete it may take a few minutes before you can return to the Available Tests Tab.

Although testing is a fun way to make a little extra cash, it’s serious business for our customers. So, don’t accept any tests if you’re not ready to focus on the tasks and give your honest and constructive feedback.

When you signed up to be a tester, you agreed to our Terms of Use. Here are some important points:

You will provide us with accurate and up-to-date profile information.

You will not conduct any tests when traveling outside of the country listed in your profile.

You will honestly answer screener questions and will not accept tests when you don’t meet the stated requirements.

You will not communicate directly with customers or solicit work from them.

You might end up testing websites or apps that aren't public yet so you promise not to tell anyone about information you receive while testing.

You will only create one account.

You will not allow anyone else to use your account.

Finally, keep it clean. We welcome your honest and constructive feedback, but you must refrain from using obscene, inappropriate, or offensive language, images, or communication.

Any participant who does not meet these standards or who breaches our Terms of Use will be removed from the panel.

In order to ensure our customers get their results as quickly as possible, you’ll be released from a test if:

you accidentally exited the test

the screen recorder is closed for any reason

the screen recorder crashed or quit unexpectedly

your computer crashed

Once you’ve been released from a test, it will be automatically sent to other users and you won’t be able to take the test again.

Note: You may see a “Test in Progress” message on your dashboard once you are released from a test. Please rest assured that this message will go away within an hour, and you’ll be able to take other tests once your dashboard refreshes.

Not every test you take will be rated, as it's up to the customer to rate and review a test. Although customers watch every video submission, some of them don't have the time to rate each test.

We apologize about this and we are working to make it easier for them to rate participants. If your test isn't rated, it won't affect your future test distribution!

From time to time you may encounter an issue during a test that prevents you from moving forward.Here are some reasons you may not want to proceed:

There are too many tasks to complete within the standard 15-20 minutes, and there was no screener allowing you to opt-in to spending more time on the test

The test requests non-sensitive personal information, and you don't feel comfortable providing it

The test requests any sensitive personal information

The test has confusing tasks, and you don't understand what is being asked of you

The test has a technical issue, and you are unable to properly complete multiple tasks

The environment you are testing in becomes too loud or distracting

You don't feel that you meet the requirements for the test

You are unable to provide valuable feedback to the customer

You no longer want to complete the test

If you find that you’re unable to proceed with a test for any reason, please report a problem or quit the test.

Computer Tests:

1) Click on the "?" symbol on the task bar.

Clicking the "?" symbol will display the Help menu below. Your recording will automatically pause so you can select the best option for your needs.

Mobile Tests:

To report a problem or quit out of a test, tap the "Menu" button, then tap the corresponding option.

iOS:

Android:

Outcome:

Selecting a problem option will automatically notify us of the problem you encountered and release you from the test. This also prevents the customer from receiving incomplete results and will help you avoid a low rating. You will have the opportunity to include a description of the problem. Please keep in mind that this description will be sent to support AND the customers, so be mindful of what you’re writing here.

Payment Schedule:

When you report a problem for a test with an issue that is outside of your control, we'll pay you in accordance with the following payment schedule. Keep in mind that we reserve the right to withhold payment or change the payment amount to fit the situation. In addition, the chart is based on the reasonable amount of time a participant would have spent prior to reporting the problem.We aren't able to pay you if you submit an incomplete video (where you couldn't complete the test) without reporting a problem.

Tests:

Computer

UserTesting App

Less than 2 minutes

$0

$0

2-4 minutes

$3

$3

5-9 minutes

$5

$5

10-14 minutes

$7

$7

15 or more minutes

$10

$10

A Live Conversation is an exciting opportunity to provide feedback to a UserTesting customer in real-time. On the day of your scheduled Live Conversation, you’ll use your computer to connect to a customer through an online video-conferencing tool called Zoom. The customer may ask you to complete a set of tasks, share your screen, or answer questions.

Since there are extra steps that you need to go through in order to take a Live Conversation, these tests pay more than the average test. This article will help familiarize you with the Live Conversation process for desktop computers.

If you've been selected to complete a Live Conversation Mobile Interview, learn more here.

1. How long will a Live Conversation take?

2. When should you arrive for your Live Conversation?

3. How do you join a Live Conversation?

4. How to cancel your Live Conversation

5. Will your rating be affected for canceling a Live Conversation?

6. Why are we so strict with cancellations?

7. What if I discover I don’t qualify for the study?

8. Who will you talk to when you join?

9. When will we see your webcam during a Live Conversation?

10. What will we see when you share your screen?

11. What will we record during the Live Conversation?

12. What if I need help?

13. What if I don’t show up?

14. What if the customer doesn’t show up?

15. I finished the Live Conversation. Why does my dashboard still say “test in progress”?

16. When will the payment for your Live Conversationshow up on your dashboard?

17. How much will I be paid for a Live Conversation?

18. How can I get a high rating on a Live Conversation?

Requirements

Time. You must have time available to complete a Live Conversation. You must arrive around 15 minutes before your scheduled time. If you do not attend, show up late, or cancel without appropriate notice (at least 24 hrs before), you will be rated 1 star and will not be paid.

Honesty. If we or a customer find that you did not truthfully answer the screeners, you will automatically receive 1 star, your payment will be canceled, and you may be removed from our panel.

An email address Information and reminders for the Live Conversationwill be sent to you via email. Please check your email regularly.

Zoom You must download and install Zoom before your session. You DO NOT need to sign up for an account. For help, please go to our Zoom FAQ.

A webcam Some customers may ask you to share your webcam. Always be prepared to share your face. If you don’t want to share your webcam, do not take a Live Conversation.

FAQ

1. How long will a Live Conversation take?

A Live Conversationwill take 30 or 60 minutes. When you sign up for a Live Conversation, you’ll see how long the session will be. Be sure to have an extra 15 minutes to set up before your Live Conversation.

2. When should you arrive for your Live Conversation?

You should join your Live Conversation at least 15 minutes BEFORE your session begins to allow time for troubleshooting and setup. For example, if your Live Conversationbegins at 11:00 AM, you should join at 10:45 AM.

Once your Live Conversation is confirmed, you'll receive an email. That email contains a reminder that we suggest adding to your calendar.

Zoom

3. How do you join a Live Conversation?

To join a desktop Live Conversation, click the "Join Test" button from your dashboard. This button appears 15 minutes before your scheduled start time.

To join a mobile Live Conversation, tap the "Join Interview" button in your reminder email on your mobile device. This will take you through a tutorial to set up for your mobile interview, and then bring you to a page where you can join the interview.

To learn more about Mobile Live Conversations, click here.

4. How to cancel your Live Conversation

To cancel your Live Conversation, use the cancel link under your scheduled sessionon your dashboard at least 24 hours before your scheduledtime.

5. Will your rating be affected for canceling a Live Conversation?

If you give us proper notice (24 hours or more), your rating will not be affected. However, failure to attend a scheduled Live Conversation, or not giving enough notice will result in an automatic 1 star rating.

6. Why are we so strict with cancellations?

Live Conversationstake a lot of time and effort to coordinate and schedule. The customer has scheduled time out of their busy day in order to get your awesome feedback. If you cancel less than 24 hours ahead of your sessiontime, there will not be enough time to find another participantand slows down the customer's project.

7. What if I discover I don’t qualify for the study?

Cancel your Live Conversation. If we or a customer find that you did not truthfully answer the screener, you will automatically receive 1 star, your payment will be canceled, and you may be removed from the panel.

8. Who will you talk to when you join?

You will speak directly to the customer, but they may have colleagues or researchers join the session to observe as well. They may or may not already be online when you join, but be prepared to speak directly to the customer.

9. When will we see your webcam during a Live Conversation?

Depending on your Zoom settings, your webcam may open as soon as you join the meeting. Be prepared before you join the meeting and make sure you don’t have anything on camera that you don’t want recorded.

NOTE: To update your settings so that your webcam defaults to "off" when you join a meeting, navigate to the Video tab of your Preferences or Settings and select the check box next to "Turn off my video when joining a meeting".

10. What will we see when you share your screen?

Once you share your desktop screen, we will be able to see what is on your primary monitor. That may include your desktop, any icons on your desktop, and any programs or files that you have open on your screen. On a mobile device, your screen, open apps, and any icons you have on it may be recorded.

Please be sure to close or minimize any confidential information/windows before sharing your screen. You should not reveal any information during a session that you do not want recorded.

11. What will we record during the Live Conversation?

Before accepting a Live Conversation test, you must agree to the following screener:

Your webcam and the conversation taking place will be recorded. If the customer asks, your screen may also be recorded.

NOTE: If you are logged into a Zoom account, the name associated with that account will be displayed in the recording. Click here to learn how to edit your Zoom Profile Name.In order to protect your privacy, we ask that you use your first name only or your UserTesting username since the customer (and whoever the customer chooses to share the recording with) will be able to see this.

12. What if I need help?

If you need help during a Live Conversation desktop session, you can contact support via the chat button on your dashboard. This is why it’s important to join early. If you’re having trouble with Zoom, you can chat in for help.

13. What if I don’t show up?

If you do not show up after 10minutes, you will be rated 1 star and you will not be eligible for payment.

14. What if the customer doesn’t show up?

If the customer doesn’t show up after 10minutes, please contact support via chat and report a problem. You will be compensated for your time.

In certain circumstances, a customer will need to cancel or reschedule a Live Conversation session. If they provide more than 24 hours notice, we will not be able to compensate you for your time. If the customer cancels less than 24 hours before the scheduled start time, you will receive compensation for your time.

15. I finished the Live Conversation. Why does my dashboard still say “test in progress”?

To end a Live Conversation, simply exit the meeting. It will upload via Zoom automatically. Once you complete your Live Conversationit may take up to 30 minutes or longer to process and upload your video. Your dashboard will be on the "Test in Progress" page while you wait. It may be a while before you can view new tests on the Available Tests Tab.

16. When will the payment for your Live Conversation show up on your dashboard?

Payment for aLive Conversationwill appear on your dashboard within 7 days of completing your session.

17. How much will I be paid for a Live Conversation?

Because there are extra steps that you need to go through in order to take a Live Conversation, payment is typically $30 for 30 minutes and $60 for 60 minutes. If you show up late, your payment may be reduced. If you completely miss the session and did not give 24 hrs cancellation notice, your payment will be voided, you will receive a 1 star rating, and you may be removed from the panel.

18. How can I get a high rating on a Live Conversation?

Be available. Keep an eye on your inbox, in case there are updates. Don’t sign up for a Live Conversation if your schedule is tight. If something is preventing you from joining a session, send an email to the person you’ve been communicating with or contact Support.

Be patient. You or the moderator may hit some technical glitches when sharing your audio and video. This doesn't happen often but, if it does, we appreciate your patience and flexibility. You can also always reach out to support via the chat button on your dashboardif you need help.

Be honest. A Live Conversation will earn you more money than you make with a standard test, and it’s tempting to misrepresent yourself in order to take part in the study. Avoid that temptation. A Live Conversation is more time consuming for both you and the customer. If you don’t truly qualify for the Live Conversation you won't get paid, will receive a 1-star rating, and may be removed from the panel.

Be prepared. Don’t be afraid to reach out with questions or concerns if anything is unclear to you. Please read all available documentation beforehand. Knowing how to join the Live Conversation and use will make everything run smoothly.

Be considerate. We know that you are probablyon a personal computer or mobile device. Be sure to hide or minimize any sensitive materials on your screen, and consider using an “incognito” window or an alternate browser to keep your browsing history private.

If you'd like to keep your account, but want to unsubscribe from our test notifications, please follow the instructions below.

To stop receiving test email notifications:

1. Sign into your account and click 'Account Information' from the dropdown menu

2. Click on 'Edit Your User Account'. Scroll down toNotification Preferences and tick the checkbox forDon't sent me new test emails

To unsubscribe from our newsletter:

1. Find the Tester Newsletter in your email inbox

2. Scroll down to the bottom and click 'unsubscribe from this list'. You're now unsubscribed.

Please make sure your computer meets the minimum system requirements needed to install the UserTesting screen recorder.

We support both Windows and Mac OS computers. For reliability and security reasons, we recommend that you use the latest release of your operating system and browser. We support the following browsers:

Chrome

Firefox

Safari

Edge

Note: We no longer support Internet Explorer.

Your computer should have at least 1GB of RAM with at least 0.5 GB available for applications.

It should also have at least 5GB of free disk space for recording the screen.

In order to install the software, you'll need to have administrator access on your computer. Not having administrator access will prevent you from being able to install the screen recorder and/or perform tests. Click the link below to download our screen recorder for your computer's operating system:

Windows

Mac OS X

Mobile Screen Recorder:

For our mobile screen recorders, you can download them by going to https://www.usertesting.com/app on your mobile device.

iOS Requirements:

If you haveiOS 9or higher installed on your iPhone or iPad, you can test on any of the following devices:

iPhone 5, 5c, 5s, 6, 6 Plus, 6s, 6s Plus, and SE

iPad 3, 4 or iPad Air or iPad Air 2

iPad Mini or Mini 2

If you get prompted with a message that says, "Untrusted Enterprise Developer" on iOS, please go here for instructions on how to trust our app. For frequently asked questions, head over to our FAQs.

Android Requirements:

Android OS 5.0 or higher

At least 400MB of available space on your device and 20\% battery life when you try to take a test.

To avoid upload problems, we strongly recommend that you connect to a Wi-Fi network when you upload your completed test. Wi-Fi is faster and more reliable.

Please check out this article for additional details regarding the installation process. If you run into any issues with our Android app, please go here to check our FAQs.

Most tests are completed on a "first come, first served" basis. When an email notification comes into your inbox, it's likely being seen by many other testers at the same time. By the time you logged in, it may have been taken by another user.

If the email indicated the test was specifically reserved for you by one of our customers, and you don't see it, contact the Support Team.

Remember, you have the best chance of seeing new tests if you stay logged in with your dashboard open. To qualify for more tests, always fill out the surveys in the blue bar at the top of your dashboard whenever they appear!

We may ask you to participate in LONGITUDINAL or DIARY studies. These often require you to take multiple tests over time. The idea of these studies is to understand if and how your behaviors or attitudes change as you repeatedly interact with a digital product.

As longitudinal and diary studies take longer to complete, we will offer you additional payment for your time. Please note that you must complete ALL the different assignments in order to be paid in full.

If you want to get a high rating on a longitudinal or diary test, do the following things:

Be prompt. You will probably be asked to perform multiple tests or to submit multiple forms throughout the course of your study. Put reminders on your calendar. Stick Post-Its to your computer. Tie string around your finger. Do whatever it takes to stay on top of your assignments.

Be prepared. UserTesting will always provide you additional instructions before completing a longitudinal test. Read those instructions carefully, and be sure that you understand what is needed from you, and when. Don’t be afraid to reach out with questions or concerns if anything is unclear to you.

Communicate responsibly. Unlike most of the tests at UserTesting, you will be contacted directly by a member of our internal team with instructions on how to complete the study. You should email this person directly for all issues related to the longitudinal or diary study, and you should NOT report problems in the UserTesting recording software. (If you did report a problem, it could halt all other tests in the study and prevent other participants from accomplishing their assignments.)

Stay committed. Sometimes it’s hard to give the same level of feedback on the last day of a study as you do on the first. You just run out of things to say! But try as hard as you can to maintain the quality of your feedback over time. We notice, and we issue bonuses!

Do I need to take a test that asks for my personal information?

Can I enter fake information?

What if I accidentally show my information with Chrome auto-fill? What if my information is automatically filled in?

What if a test asks for my real information?

What if a test asks me to purchase something?

What if I want to delete my account?

Your privacy is important to us. UserTesting doesn't share your personal information (such as your name and email address) with outside entities, unless you provide us with express permission to share your personal information for a specific purpose. But, your videos are shared with our customers so please do not reveal any information during a test that you do not want to share.

here

Do I need to take a test that asks for my personal information?

You can accept or decline any test that becomes available to you. If you choose to complete a test that asks you to enter your name, address, or email address you can use fake information.

Can I enter fake information?

Yes, you can enter in fake personal information during the test. You can also use a fake mailing address and a free email account (e.g. Hotmail, Gmail, Yahoo) to use just for testing purposes.

If you want to ensure that it’s valid, look up an address for a city office in your area and use this address when testing.

What if I accidentally show my information with Chrome auto-fill? What if my information is automatically filled in?

If you don’t want your Chrome autofill to show during your test, please turn it off before you begin.

To turn off autofill on Android:

Open the Chrome app

At the top right, tap More > Settings.

Tap Autofill and payments.

Turn off Autofill forms.

To turn off autofill on a computer:

Open Chrome.

At the top right, click More > Settings.

At the bottom, click Advanced.

Under "Passwords and forms," turn off Autofill settings.

To turn off autofill on iOS:

Open the Chrome app.

At the top right, tap More .

Tap Settings > Autofill forms.

At the top, tap the slider to the off position.

To turn Autofill back on, tap the slider back to the on position.

You may also want to save a set of fake information to use on tests, you can read more about how to do that on Google Chrome Help here.

What if a test asks for my real information?

It depends on the information being requested. You should NEVER share sensitive personal information such as:

Credit card #

Drivers License #

Personal financial account or passport numbers

Account passwords

Social Security number

Medical records or treatment documentation/history.

If you accept a test that asks for any of the above information or if you inadvertently display this information while testing, please click the "Help" or "?" button to report a problem. We will follow up with the customer and delete the video.

You may receive a test that requires you to provide less sensitive personal information such as:

Name

Email address

Username

Home address

Phone number

Email or social media account

Your face

General medical information (eg diabetes, sleep apnea) as long as you NEVER show your medical records or treatment documentation/history.

You should see a screener question that asks you if you are willing to share this information. It is up to you which tests you choose to accept or decline.

What if a test asks me to purchase something?

You should never purchase something with your own information while testing. If the tasks provide fake financial information, please complete the task as instructed. If you are asked to purchase something using your own information during a test, please quit the test and report a problem.

For more information on how UserTesting uses your information, see our Privacy Policy. If you have any questions, please feel free to contact us.

What if I want to delete my account?

You can find instructions regarding how to delete your account .

Would you like to become a participant for UserTesting? Visit the sign up page and apply today!

The application process takes about 20-30 minutes. You'll hear back in about a week. If you're accepted, you can start testing right away.

To apply, you will need:

1. A computer (Mac or PC)

2. A microphone

3. An active PayPal account