Customer Interviews

Intro to Customer Interviews

Need to speak directly with your candidates? Customer Interviews are the way to go.

Get the conversation going via phone calls, video, or in-person.

Study Creation

First things first, you have to draft a study and get it ready to publish.

Create the Study

1. Click New study + at the top of the left sidebar menu. OR click New study in the top right corner, if in the Studies page.
2. Select Customer Interviews.
3. Name your study.
   1. By default, you will see the name as "Untitled study type (current date)"
4. Optional: Change the study owner if you are creating this study on behalf of another team member by clicking on the Add Collaborator icon to the right of the study title.

Set the Plan

1. Optional: Add a description for the Research goal.
2. Set your Participant limit (how many total people you want to talk to).
   1. Choose Every week for Continuous Interviews.
3. Leave the incentive toggled on if you want to offer an incentive. If not, flip the toggle off.
   1. Choose your incentive method.
      1. By default, you will see that Money or gift card is selected.
   2. Update the value that you want EACH participant to receive, if using Money or gift card.
      1. Your total funds required will be shown at the Review page.
      2. Keep in mind that if you selected Every week, you are opting to pay the participant for EACH conducted interview.
         1. You will be provided the option to choose how much to pre-fund on the Review page.
   3. Choose whether you want to fund the study Through Great Question or Outside of Great Question.
   4. If choosing something other than Money or gift card, follow the prompts that are now shown.
4. Leave the Screener toggle off if no screener is necessary. If you do want a screener, flip the toggle on.
   1. Toggling the Screener on and off does add or remove a tab called Screener, just before the Calendar tab. More on screeners here.
5. Select your preferred Consent form option.
6. Optional: Click on Show additional setup to see more settings, such as:
   1. Custom study attributes: More on study attributes here.
   2. Participant experience language to change the preferred language.
7. Click Next.

Create the Screener questions

1. Start by typing up your first question.
2. Decide the type of answers and create the answers. *Example: “Do you like donuts?” would be a Yes/No question. “What type of donuts do you like?” could be Multi Select, where answers would need to be typed out, or could be Short Text, which allows the participant to type their answer.
3. Decide if you want the question to be required, to prevent the participant from skipping the question.
4. Click Attribute and select/create an attribute if you want their reply to be created as an attribute value.
5. Click Ideal answer to select what the ideal answer should be.
   1. You can also click on the star next to the answer choice when using Yes/No, Multi Select, or Single Select.
6. To duplicate the question, click on the duplicate icon next to Required.
7. To add more questions, click on the + under the first/previous question.
8. Select Manual review or Automatic review.
   1. Ideal answers must be selected in order for Automatic review to work.
9. Question templates can also be viewed and used by clicking on the templates icon in the top right corner, just under the Review tab (depending on screen size).
10. Optional: Preview your study by clicking on Preview, in the top right corner, next to Library.

Adjust your Calendar

1. If you have not integrated your calendar, you will be prompted to do so.
   1. If you are using Calendly, follow the steps to select a Calendly event from your account, or enter a URL to a Calendly event.
      1. If you are wanting to switch from using the GQ Scheduler to Calendly, click on your name under Call Moderators and select the last option, Switch to Calendly.
   2. If you are using GCal or Microsoft, follow the steps below.
      1. Events on the GQ calendar are pulled from the integrated calendar. Events on shared calendars will not show.
2. Choose the Scheduling style.
3. Review Moderator. Ensure there is no warning indicator. If so, select the calendar you want to use.
4. Leave the Check for conflicts box checked if you want to prevent double booking.
5. Location. Location. Location. Set your location by selecting your meeting preference.
   1. If you want to use Zoom, and have not already connected your account, you can connect your account. It will then become your default selection.
   2. If using Google, Google Meet will be shown as an actionable option.
   3. If using Microsoft, with a business email, Teams will show as an actionable option.
      1. MS Teams requires additional approval and setup. Each user that wants to use MS Teams as the call location for a study must click Connect next to the option in the dropdown.
6. Choose your duration. The default is 30 minutes.
   1. If choosing Custom, type in the number of minutes you want the duration to be.
7. Set up any booking limits that you may want per day, week, or both.
8. Update any advanced options as needed.
9. Set your availability within the calendar. Use the buttons to select default times, or set your own. To set time blocks as nonrecurring, click on the block and uncheck Recurring.
   1. Be sure to check the time zone. If you are creating the study for another user on your team, be sure to set the time zone to the same as the moderator's.
   2. If you selected Every week in the Plan, you will see Continous and Start date until canceled. This can be changed, but your slots will also be updated, depending on how many participants you want to talk to per week, your Maximum scheduling notice, and how many weeks you have your availability set to.
10. Click Preview if you want to see an example of what the candidates will see.
11. Once things look good, click Next.

Review

1. Review the details of your study. You should see all green checkmarks.
   1. If you added an incentive but did not use Money or gift card, you will not see any incentive details to review.
   2. If you added an incentive, used Money or gift card, and chose Outside of Great Question, you will not see any incentive details to review.
   3. If you added an incentive, used Money or gift card, and chose Through Great Question, you will see the amount of funds needed for the study.
2. If a step does not have a green checkmark, click on the edit icon to go back to that step's page and make the required updates.
3. Once everything is all green, click Create or Create & Fund $$$.
   1. If you are funding your incentives through Great Question, you will be prompted to select a funding method and add funds.
4. Done! Study Published! 🙌

Post Publish Features

Once your study has been published, you will see a few more features to review.

Sections below are in the order of the menu options within the study and image below.

Overview

To make notes and recording research findings about your study, you can use the Overview tab.

• Changes are automatically saved.

Plan

Similar to the plan during the drafting phase above.

• Offer an incentive is the only option that cannot be changed once invitations have been sent to participants.
• To manage incentives before invitations are sent:
  • If you are already in the Plan, click Manage incentives under Incentives.
    • You can also click on Incentives on the left-side menu, if you are not already in the Plan.
  • Click Edit and update the incentive options as needed.
  • Click Save.
  • Review details in the popup modal and select the funding method.
  • Click Confirm.

Screener

If you need to review or edit your screener, you can make any changes in the Screener tab.

• If you decide to add a screener later, toggle on the screener option in the Plan tab.

To make edits, just start making changes as needed. All changes are saved automatically and noted by a green popup.

• Optional: Preview your study by clicking on Preview, in the top right corner, next to Library.

You may see up to two subtabs here:

• Possible options are: (* notes default options shown)
  • Questions*: houses all screener questions
  • Settings: option to choose manual or automatic review once an ideal answer has been selected

See Screener Responses below to see where to find the screener data.

Calendar

Similar to the calendar step in the drafting phase above.

• Some features are a little different once published, but are noted in the linked guide.

Emails

This is where all of your study's emails live, and is where you can preview and edit them.

Updates to the study email templates do not change the templates that are saved in the Email templates page.

Each email has the option to be changed from Branded HTML Layout to Rich Text Format (RTF) via the Email Design dropdown.

• At this time, this must be done for each email type, per study. There is no bulk option for all emails on a study, and no bulk option to apply across all studies for the account.
• The Email Design can also be changed per email as you are getting ready to send, vs changing the study's default.

Within invitation email templates, you will see study.live_stream_disclaimer. The disclaimer is in all default invitation email templates, but is only applied when your study has observer rooms enabled. It will read:

• "This session will be recorded and may be viewed by other researchers from Support Account. Please notify your researcher if you no longer wish for this session to be recorded."

Pages

You can review and edit your landing and scheduling pages.

Participants

This is where you will be able to add candidates to your shortlist, manage your participants, and track their progress.

• The Participants tab is your default landing space when opening a study, but you can also get back to it by clicking on Participants.
• To start, you can add candidates to your shortlist via the three options that are shown.
  • Or by using Participant Segments.
• The sub-tabs you see are based on what invitations have been sent and the status of the participants.
  • Possible options are: Shortlisted, Sent screener, Applied, Invited, Scheduled, Completed, Canceled, No shows, and Removed.
  • e.g., Applied will show once a participant has completed a screener and has been move to the applied status.

Screener Responses

Subtabs shown are: (* notes default options shown)

• Summary*: results of participant responses
• Individual: individual participant responses (shown as participants submit screeners)

Use the Export to CSV button to export your participants' screener response data into a CSV file.

Stats

Review your study's email stats and performance. More information on this feature in our Recruitment Email Statistics guide.

Interview Guide

Interview guides are a way to ensure that you and your team ask the same questions, relevant question.

• Interview guide templates can also be selected if you already have some created.

Tags

Create and manage Study tags that apply to your specific study.

Synthesis (Beta)

Synthesis allows you to add your highlights into themed groups of learnings, enabling better extraction of research insights.

• This feature is in Beta, so please feel free to share your thoughts via the Send us feedback button, or by clicking here.

Repository

This is the study level repository. Review your study's insights, reels (highlight reels), highlights, and interviews that are specific to the study you are viewing.

• Each can be viewed by their respective subtab, or all at once in the All subtab.
• Use the Search, Filter, and View options to narrow down your results, and change how they are displayed and sorted.
• Click on New to create a new insight, video upload (interview room), or highlight reel.
• All of this data can also be found in the full Repository.

Automations

Review the different options that you want to automatically happen, such as marking a participant as completed and sending them their incentive (if incentives are enabled).

• At this time, there is no automated reminder email for screener invites. Screener reminders must be sent manually by checking the user's name(s), clicking Compose, and then Resend screener...

Notifications

Review the different notification options that you would like to receive via email

• Some notifications only show depending on enabled settings, such as incentives and screeners.

Have Questions?

Please reach out to us in the chat or at [email protected]!