There's probably nothing wrong with your project as it's quite normal to have some participants 'no show' or 'cancel' a moderated test. While we try our best to avoid no shows, they can happen.

Testers are humans and things do come up. Testers aren't full time testers - they have jobs, family and responsibilities so we understand that no shows and cancellations can happen.

There are a few things you can do to prevent tester no shows and cancellations;

  • Make sure your calendar is up-to-date and provide as many times so participants can select the times they are certain they can join

  • Set as many time slots as you can

  • Be mindful of your time zone. If you are based in Australia and are looking to speak to participants in the US, make sure to create availability that works for US participants.

  • Don't book too far in advance. If a session is booked more than 2 weeks away, we've seen a higher no show rate from testers. Try and select times within the next week.

What to do when a participant 'no shows'

Head into your project. On the "Schedule" tab next to the participants name, you'll see a dropdown called "Actions" when you click on that button you can select the option "Participant did not show". PlaybookUX will automatically book new participants to replace the participant that did not show.

When you select "participant did not show" you'll receive an option to either add the credits back to your workspace or recruit a new participant to your study. If you choose to add the credits back to your account, you'll be able to use those credits for any future studies.

Important: Be mindful of how many times you reschedule. Rescheduling too many participants will increase your "no shows"

What to do when a participant cancels

If a participant cancels the session, you don't need to do anything! We will automatically recruit a new participant for you. Make sure to have your calendar up to date and add new availability and a new participant will book on you calendar!

Keywords: Participant no show, did not show, no show, cancelled session

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