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Rescheduling a session

Canceling a session

Starting a session

Participant no shows

Uploading & transcribing the session

Participant communication before the session

Other FAQs

Please chat with us to reschedule. Please note that we have a 24-hour reschedule policy. If you cannot attend a session within 24 hours, we will pay out the participant's compensation, and you will not be reimbursed/credited for the session.

Email or chat us the participant's name and the project name within 24 hours of the session to reschedule.

If you decline a calendar invite or respond to the invite, PlaybookUX, and our participants will NOT be notified, so you must chat with us.

If you decline a calendar invite or respond to the invite, PlaybookUX, and our participants will NOT be notified, so you must chat with us.

If you have more than 24 hours to go until your session time and want to reschedule, please let us know the participant's name, and we will share a new time with them.

Please make sure your calendar is up to date before you reach out. This is so that participants can select the best times that work with their schedule.

Email or chat us the participant's name and the project name within 24 hours of the session to reschedule.

*Important!* If there is no availability on your calendar for 24 hours after the reschedule request, the request will be treated as a cancellation rather than a reschedule.

We do not allow you to cancel sessions. If you are not able to make a session and you'd like to let the participant know, please chat with our team, and we will communicate to the tester that the session will be canceled. In this case, we will pay the tester for their time and will not issue a refund for the session.

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If this is your first time testing with us, please take a moment to grant permission to your microphone, video camera, and screen recording before the session to ensure a smooth testing experience. Steps on how to grant permission

What browsers can I use to join the session?

We suggest that you use Chrome, Firefox, Brave, or Edge. At the moment, Safari does not allow you to share your screen. Note: Participants will still be able to share their screen regardless of the browser you use.

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What happens if someone no shows?

If a participant does not show up for a session, please wait 10 minutes before leaving the call. After 10 minutes, you can mark a participant as did not show.

Head to the Schedule tab & locate the participant's name under Confirmed Session. Click "Participant did not show."

All participants must be marked “did not show” within 7 days of the interview date and time. If you do not mark the participant as “did not show” prior to the 7-day mark, we cannot issue a replacement, as the participant will be paid for their time.

When you select "participant did not show," you'll receive an option to either

If you choose to add the credits back to your account, you'll be able to use those credits for any future studies.

If you choose to recruit a new participant, we'll issue a replacement as soon as possible.

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What happens after a session takes place?

Once a session is complete, we will upload & transcribe the video. Since it takes time to process and transcribe, please be patient - it might take longer than you expect!

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You cannot contact participants prior to the session. All participant communication happens at the time of the session. They will not be able to perform any activities ahead of the scheduled session.

Other than the device information (i.e. computer, mobile), language, and screener questions, the participants will not see any other details pertaining to your project.

Will I receive a confirmation email and calendar invite?

Yes! You will. After each session is booked, the person who created the project will receive a confirmation email with the participant's time, name, and meeting link. You'll also receive an invite!

You can check who created the project by looking at the Study tab or the Project card

View the screener survey by heading to the Schedule tab. Click "Actions" next to the participant's name, then click "View screener survey".

We don't limit the number of team members that you can invite to the platform. However, please note that the participant will see all names on the Zoom call.

Ask them! Some participants have a local computer setting where their camera is off to start. Participants are more than willing to turn on their camera so don't be shy to ask!

If you feel that a participant has misrepresented themselves or has a technical issue, let them know and get off the call immediately (before you hit the 5-minute mark). Chat us the participant's name, and we will find a replacement and cancel the participant's compensation. If you say on the call with the participant and complete the session, we won't be able to replace the participant since they will need to be paid for their time.

You will only be able to view the screener answers ahead of the study. View the screener survey by heading to the Schedule tab. Click "Actions" next to the participant's name, then click "View screener survey".

Can I have a mix of participants?

Yes! To ensure you meet certain demographic quotas for your research study, you can use the feature, Segmentation. Within each segment, studies on the PlaybookUX platform are first come, first serve.

*Segmentation is included in the SCALE subscription plan*

Yes! You can run concurrent studies.

Similar to unmoderated studies, If you plan to ask for consent, you can do that in the screener questions.

For example, if you'd like participants to give information about their medical history, ask them a screener question like this;

"During this session, you will have to provide your personal medical information. Do you consent?"

Yes, the session will be automatically recorded. We allow you to pause and stop the recording for security and privacy reasons. However, if you stop the recording and forget to turn the recording back on, we won't be able to recover it.