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

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
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
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
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

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.

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.
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.
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.

How Can I Cancel a Moderated Study?

To cancel a moderated session, select the session on your Userlytics calendar that you wish to cancel. Then, click on the “X” button to delete it.

Please note that you will still be charged for the moderated session (with a participant provided by Userlytics) unless you cancel it at least 4 hours in advance. Less than a 4-hour notice and no-shows are charged at 50% of the total individual session cost.

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.

Expanding Continuous Discovery with Userlytics: Workshops & Maintenance Consultations

Understanding the Full Framework of Continuous Discovery

While Continuous Interviewing for the Opportunity Tree is a critical component of the Continuous Discovery process, it is just the third step in the broader framework. Here’s a breakdown of the complete framework and how Userlytics can add value at different stages:

Framework Steps:

Set the Desired Outcome:
The product team defines clear objectives for what success looks like from the customer’s perspective.
Create the Experience Map:
Map out the team's current understanding of the customer’s journey, identifying touchpoints, needs, and pain points.
Conduct Continuous Interviews (Opportunity Tree):
Regularly interview users to gather insights about their real needs and refine the Experience Map. This is the primary focus of our 30-minute moderated sessions.
Refine the Experience Map & Select an Opportunity:
Based on insights from interviews, the map is updated, and a single opportunity is selected for deeper exploration.
Workshops for Ideation & Assumption Identification:
Brainstorm solutions for the selected opportunity and uncover hidden assumptions that require further testing.
Test & Iterate:
Validate assumptions, test solutions, and iterate based on findings to align closer with customer needs.

How Userlytics Can Enhance the Framework

While the book emphasizes that these activities should be driven by the internal product team, Userlytics can provide valuable external support to ensure teams stay focused and effective in applying the framework.

1. Moderated Workshops

Purpose: Facilitate workshops to guide product teams through the processes of:
- Refining the Experience Map after interviews.
- Selecting a single opportunity for deeper exploration.
- Ideating solutions for the chosen opportunity.
- Identifying hidden assumptions that require validation.
Why Use Moderators?
An external moderator helps keep the team focused, ensures the framework is applied correctly, and fosters collaboration without bias.
Requirement:
Workshops would require UXC (Userlytics Consulting) hours for both preparation and facilitation.

2. Maintenance Consultations

Purpose: Support teams in keeping their Opportunity Tree up-to-date and healthy over time.
Frequency: Meet with clients on a Quarterly or 6-Monthly basis to:
- Review and refine the Opportunity Tree.
- Provide strategic guidance on maintaining momentum and tackling challenges.
- Offer recommendations for prioritizing opportunities and next steps.
Why Maintenance?
Many teams struggle to sustain the Opportunity Tree process over time. Regular consultations ensure accountability and provide expert advice to overcome roadblocks.

Value Proposition: Expanding Beyond Research

The proposed workshops and consultations expand Userlytics' offerings to include elements of Service Design in addition to Research. While workshops may step slightly beyond the traditional UXC expertise, they represent a valuable extension to ensure clients fully leverage the Continuous Discovery framework.

Implementation Considerations

Workshops:
- UXC hours for preparation and facilitation.
- Define the scope and deliverables for each workshop session.
- Develop templates and guidelines to structure the sessions effectively.
Maintenance Consultations:
- Establish a regular cadence with clients (Quarterly or 6-Monthly).
- Create a standardized review process for the Opportunity Tree.
- Offer actionable recommendations and follow-ups after each consultation.

Additional Notes:

These extended services position Userlytics as more than a platform for interviews. By offering strategic support through workshops and maintenance consultations, we help clients not only gather insights but also effectively act on them—bridging the gap between research and implementation.

This approach aligns with Userlytics’ mission to elevate the impact of UX research and consulting while staying within the boundaries of our expertise.

Expanded Continuous Discovery Services with Userlytics

Supporting the Full Continuous Discovery Framework

Userlytics provides tailored services to support your product team in effectively implementing the Continuous Discovery framework. Beyond conducting Continuous Interviews, we offer additional workshops, consultations, and services to ensure seamless integration into your existing workflows.

Service Offerings

1. Set-Up Consultation

Purpose: Help teams establish the Continuous Discovery framework and integrate it into their existing processes. This workshop is particularly valuable for teams new to the methodology or those seeking guidance on:
- Defining and aligning on the framework’s fundamentals.
- Integrating the framework into day-to-day operations.
- Learning best practices for interacting with users (e.g., building rapport, maintaining ethics).
Why Set-Up Matters?
The Continuous Discovery framework can be challenging to implement without foundational support. This consultation ensures teams start with clarity and confidence.
Requirement:
Requires UXC hours for preparation and facilitation of the set-up workshop.

2. Moderated Workshops

Purpose: Facilitate workshops to:
- Refine and update the Experience Map.
- Select and prioritize opportunities for exploration.
- Ideate solutions and identify hidden assumptions.
Outcome: Ensure a focused and structured approach to applying the framework.
Requirement:
UXC hours for preparation and facilitation of workshops.

3. Maintenance Consultations

Purpose: Provide ongoing support to keep the Opportunity Tree healthy and actionable.
Frequency: Quarterly or Semi-Annual check-ins to:
- Review progress and refine the Opportunity Tree.
- Offer strategic recommendations for sustaining the framework.
Outcome: Help teams stay on track and address challenges over time.
Requirement:
UXC hours for consultation preparation and delivery.

4. 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:
UXC hours are primarily for moderation, as snapshots are completed during interviews.

Comprehensive Service Flow

Set-Up Consultation (Optional):
- Align teams on the basics of Continuous Discovery.
- Establish processes, ethics, and best practices for user interaction.
Continuous Interviews (Core Offering):
- Weekly 30-minute sessions with target users.
- Build and refine the Opportunity Tree through ongoing feedback.
Workshops (Optional):
- Deep-dive into specific stages like updating the Experience Map, prioritizing opportunities, or ideating solutions.
Maintenance Consultations (Optional):
- Regular check-ins to ensure sustained progress and alignment.
Interview Moderation with Snapshots (Optional):
- Delegate interviews to Userlytics while maintaining high-quality insights through Interview Snapshots.

Benefits of the Expanded Offerings

Scalable Support: Customize services to your team’s needs and capacity.
Enhanced Collaboration: External moderation and facilitation foster focus and alignment.
Actionable Insights: Deliver high-quality findings without overburdening internal teams.
Sustained Momentum: Regular consultations ensure long-term success with the framework.

These additional services position Userlytics as a comprehensive partner in implementing Continuous Discovery—not just a research platform, but a strategic resource to help your team excel at uncovering customer insights and acting on them effectively.