Unmoderated Studies
You may request a replacement within 7 days of receiving that participants video. A quality assurance specialist will review the participants video and provide a decision. However, before you reject a participants submission, please think carefully whether the rejection is justified.
Participants will not be paid if you ask for a replacement.
How does PlaybookUX assess participant quality?
Did the participant speak their thoughts out loud on every question?
While participants were speaking, did they provide insightful thoughts, feelings, and opinions on the test asset OR did they simply read the text without providing value?
Does the participant have consistent background noise or audio issues?
Is the participant consistently distracted throughout the video? Participants are human - some distractions will inevitably come up and are forgivable.
Based on the number of questions asked, is the video long enough? Please keep in mind, participants are incentivized for 10 - 15 minutes. PlaybookUX operates on the honor system and does not turn off the screen recorder nor limit questions. However, if videos within a specific project are consistently over 15 minutes, we will not be able to offer a replacement.
Note: If the test instructions were confusing or there was a bug in the test asset, we cannot provide a replacement. To prevent these issues, launch your study with one participant to see if instructions are clear and the test asset works.
Note: Any replacement participants will result in a newly recruited participant for that study (not a credit).
Personal Information
If participants are required to give or use personal information like email, phone numbers, date of birth etc, it is very important that you ask for consent. Additionally, if participants are required to download or sign up for an application, you must ask for consent. You can ask for consent in the screener survey and disqualify those who do not consent.
If you do not ask for consent and they refuse to complete that task, we will not replace the participant.
Moderated Studies
If you believe the participant has misrepresented themselves, get off the call immediately and message us right after leaving the call. We will stop payment and provide a replacement.
If the participant does not meet the criteria of your study and does not give useful feedback, get off the call immediately. Five (5) minutes into your session should give you enough feedback to determine if the session should continue. Message us right after leaving the call. We will stop payment and provide a replacement.
If your participant is having technical issues, allow 10 minutes for the participant to fix their technical difficulty. If there is no resolve, get off the call immediately and message us right after leaving the call. We will provide a replacement.
How to request a replacement participant
If you'd like to request a replacement participant, please message our chat support, which is available on the PlaybookUX website and in product. Send us a message with the project name, participant name and the reason you are requesting a replacement. Our team will quickly review the video.
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