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Continuous Discovery with Userlytics

Updated

Overview of the Continuous Discovery Service

The Continuous Discovery service is designed to support your product team in maintaining an ongoing dialogue with users, helping uncover customer needs, pain points, and desires. This continuous feedback loop aligns with the Opportunity Tree framework, promoting iterative growth and refinement.

Key Features:

  • 15 to 30 Minute Moderated Sessions with ‘broad based participants’: Conducted weekly, these sessions provide a space for non-structured interviews with users of your preferred profile.
  • Flexible Scheduling Options:

Option 1:

  • Frequency: 1 participant session per week (30 minutes, moderated).
  • Pricing:
  • 26 weeks (26 consecutive sessions): $2,652
  • 52 weeks (52 consecutive sessions): $5,304

Option 2:

  • Frequency: 2 participant sessions per week (30 minutes, moderated).
  • Pricing:
    • 26 weeks (52 consecutive sessions): $5,304
    • 52 weeks (104 consecutive sessions): $10,608
  • Invoices will cover the entire package upfront or deduct the total credits from the client’s account.
  • User Recruitment: Our operations team ensures 1–2 users are recruited weekly to participate in these sessions. These participants must be what we refer to as broad based demographics, 5% incidence rate in the US, UK, Canada & Australia.
  • Remote Flexibility: Leverage Userlytics’ global panel and platform to connect with users from anywhere.

 

Client Responsibilities

  1. Define Project scope:
    • Client has the option to select the recording platform: Desktop, Mobile & Zoom Integration
    • Participants must be what we refer to as broad based demographics, 5% incidence rate in the US, UK, Canada & Australia. 
    • Consistent screener, with no changes throughout the project 
  2. Define Availability:
    • Clients must schedule their availability at least 1 week ahead of time for their chosen service:
      • 1 session per week or 2 sessions per week.
    • Clients can schedule availability 2 weeks in advance for seamless planning.
    • Clients will need to schedule subsequent sessions 1 week ahead of time as Calendar becomes available 
  3. Session Booking:
    • Use the Userlytics Dashboard to add time slots for the sessions at least 1 week ahead of time. (Refer to screenshots and step-by-step instructions provided below.)
    • Ensure time slots are consistent with the agreed service frequency.
    • Cancellation policy: Cancellations with <4h or no-shows are charged at 50% of the total individual session cost.
  4. Prepare for Interviews:
    • Identify the desired participant profile for the entire research project.
    • Prepare a non-structured interview agenda to gather insights effectively.

 

How the Service Works

  1. Client Scheduling:
    • Clients define their demographic profiles and screeners questions and must use the same profile for the entire duration of the project.
    • Available only for broad-base profiles on our panel (limitations apply based on countries and profiles per our Best Effort policies).
    • Clients set their availability in the Userlytics Dashboard at least 1 week ahead of time.
    • All sessions will need to happen in consecutive weeks for the duration of the project. 
    • To accommodate holiday schedules, we allow extensions for Continuous Discovery sessions if requested with at least three weeks in advance. This ensures proper planning and continuity while respecting seasonal time off. Please communicate any holiday-related scheduling adjustments as early as possible to facilitate smooth rescheduling.
  2. Userlytics Soft Project Management:
    • Userlytics  will maintain open communication with clients to offer assistance, send reminders, and ensure compliance with the product’s rules (e.g., demographic profiles, screeners, session cadences).
    • Userlytics will offer Supervision, including tester replacements and adherence to scheduling cadences.
    • Users will be scheduled for the pre-booked time slots as per the demographic profiles and product terms defined.
  3. Conducting Sessions:
    • Use the scheduled 30-minute time slots to conduct non-structured interviews.
    • Discuss customer needs, pain points, and desires to inform and update your Opportunity Tree.
  4. Iterate and Refine:
    • Use insights gained from these sessions to iterate on your product, addressing real customer needs in real time.

 

Benefits of Continuous Discovery

  • Empower Product Teams: Maintain a direct line of communication with your target audience.
  • Rapid Insights: Gain actionable feedback to inform design and development decisions.
  • Scalable Solution: Adapt scheduling and session frequency to fit your team’s capacity and needs.

 

How to Book Moderated Sessions in the Userlytics Dashboard

How Do I Schedule my Moderated Session(s)?

To schedule the date and time of your moderated study, click on “Schedule” from within the menu at the top of the study builder. Then, a calendar will appear. You can select the correct timezone by using the drop-down menu in the top right corner. 

Now, click on any available time slots within the calendar and simply drag to set time blocks. Note that the drag-to-set calendar feature allows you to set time blocks vertically for each day only, but you can choose as many time slots throughout the week as needed. 

When participants are invited to your usability study, they will be able to choose from all the open moderated sessions you have created based on their availability. We highly recommend adding more slots than the number of participants you’re looking to test with, in order to provide more flexibility.

You can set a maximum number of booked sessions per day, customize the buffer time between sessions, and set a minimum advance notice setting to prevent unexpected last-minute sessions.

To invite observers to your study, click on the “Invite Observers” button and invite as many observers as needed. Simply enter the name, e-mail address and click “Send.” 

You can have up to 10 observers during your study, although this default setting can be easily increased by contacting our Operations team at operations@userlytics.com.

Can I add observers to my Moderated Session(s)?

Yes, you can add any of your colleagues or stakeholders as observers in any Moderated session. They don’t need to have a Userlytics account created and they will be hidden in the background with the ability to hear everything in the session. Observers will always be muted by default when they join a session but they can unmute themselves on demand. Observers will also have the ability to communicate through chat with the Moderator and add notes in the session. 

To add observers to your study, click on the “Invite Observers” button. 

Now, simply enter the name and e-mail address of the observer and click “Send.” 

 

The default settings limit to a maximum of 10 observers during your study, however, this can be customized based on your needs by getting in touch with our operations team at operations@userlytics.com.

Notes for Clients

  • Session Agenda: To maximize the value of these sessions, ensure you have clear objectives and key questions for each interview.
  • Flexibility: If your schedule changes, contact the Userlytics Operations Team (operations@userlytics.com) for adjustments.

This service ensures that your team always has access to fresh insights, fueling continuous discovery and product growth.

Expanded Continuous Discovery Service with Userlytics

Supporting Continuous Customer Interviews

This is an optional, specialized service designed to help teams overcome logistical challenges during the discovery process. Clients can utilize the Interview Moderation with Snapshots service when they need assistance from our team to conduct user interviews on their behalf. Clients simply provide the interview questions in advance, and we will run the session and deliver a concise, actionable summary of insights afterward.

1. Interview Moderation with Snapshots

  • Purpose: Conduct user interviews on behalf of the client when:
    • Teams face language barriers.
    • Time constraints make direct involvement difficult.
  • Process:
    • Clients provide the weekly questions for interviews.
    • Userlytics moderates the session and delivers an Interview Snapshot—a concise summary of the call with high-level findings in the client-provided template.
  • Outcome: Teams still gain actionable insights while addressing logistical challenges.
  • Requirement: Clients must inform us within at least 24 hours and provide the interview questions for the interview. UXC hours are primarily for moderation, as snapshots are completed during interviews.

Benefits of the Expanded Offering

  • Overcoming Logistical Barriers: Whether your team is limited by time constraints or language barriers, this service ensures user interviews are conducted seamlessly without disrupting your workflow.
  • Actionable Insights Delivered Quickly: Receive a concise, high-level summary of findings, enabling faster decision-making.
  • Expert Moderation for Reliable Results: Trust in professional interview moderation to gather unbiased, accurate insights directly from users, ensuring the discovery process remains effective and efficient.
  • Sustained Momentum: Regular consultations ensure long-term success with the framework.

 

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