Frequently Asked Questions
We hope these will help you better understand UserZoom. Please do not hesitate to contact us if you still have questions.
System Requirements
Recruiting Users
Data Collection & Tracking
UserZoom Study Editor
UserZoom Analytics
Exporting Data
Account Management
System Requirements
Which browsers be used on a Mac?
Participants using a Mac can use Mozilla FireFox version 2.x or 3.x and Safari (Surveys and Card Sorting only).
What is the screen resolution required for browsers?
The minimum screen resolution requirement to participate in the study is 800x600.
How is UserZoom data stored?
Collected study data is stored on the UserZoom server secured by advanced 128-bit SSL encryption.
Where is UserZoom data stored? Do I need to download any software on my desktop to be able to access the data?
UserZoom is 100% hosted and does not require software download or server hosting.
Recruiting Users
How do you recruit users?
There are 3 options:
1. Recruit from a panel: We have signed strategic partnership agreements with professional panel companies. Our first choice in Survey Sampling International, one of the world's leading firms. Thanks to these agreements, you can recruit large volumes of users from 37 countries, you have quality control, screening criteria, and segmentation capabilities. We take user recruitments VERY seriously and, therefore, have partnered with a specialist to do the best possible job.
2. Intercept real visitors: You can also invite real visitors to participate in your study when they arrive on your homepage (or any other page on your site). The advantage of this method is that these are 'real' visitors that have come to the site. To make this happen, we insert 1 line of javascript code in the page where you'd like to 'intercept' users.
3. Mailing list: Finally, you can use a private mailing list. Simply invite them directly to participate by sending them a URL that UserZoom provides.
Is it possible to manage study quota from within the solution?
Yes, you can set the completes quota from within the solution. We have a built-in algorithm to limit completes to no more than 1 to 3 completes over the specified quota and without closing a study while there is activity in the study.
Is it possible to field multiple invitation types at the same time (e.g. panels and intercepts)?
Yes. You can create multiple Profiles which will create an Invite link/Intercept JavaScript code for each profile.
Do the intercept invitations appear as pop-ups? Will they be blocked?
The intercept is a JavaScript layer which is not blocked by pop-up blockers.
Is it possible to change the intercept rate while a survey is in the field without changing the code on the site?
Yes.
How does UserZoom prevent users from participating more than once in the same study?
UserZoom can generate unique testing URLs per user which will allow users to participate only once.
Is it possible to include a redirect link at the end of the survey, which will pass along an ID in the URL to another site? We want to do this because the recruiting company we use wants to capture the IDs of the participants so they know who completed the study. The final step in the study would redirect to the recruiting company’s site, which would capture the ID.
Yes. We have redirect links for Complete, Incomplete, and Screenout.
Data Collection & Tracking
What type of information is UserZoom capable of tracking during the tasks?
This depends on the study version. With the 'plug-in version' or 'non plug-in with JavaScript tracking code', UserZoom can track participants’ navigation paths as well as where participants have clicked on pages throughout the tasks (heatmaps). With the 'non plug-in version', navigation paths and participant clicks cannot be captured. However, all three versions capture success and error rates, task completion times, and all answers to participant questions.
Can UserZoom provide clickstream data for Flash elements?
Yes, as long as the Flash elements are built as trackable Flash and are tagged to distinguish the events that were clicked.
Is there a way to capture clicks that are not reflected in a URL change?
UserZoom captures URL changes as well as JavaScript functions. JavaScript functions will need to be tagged.
Does UserZoom record individual users’ heatmap/clickstream data or is it all aggregated.
The heatmap and clickstream is shown as aggregated data from the UZ Analytics. Individual click path data can be reviewed in the raw data export files.`
Does UserZoom collect login password information?
UserZoom does not collect or track any passwords or users’ confidential information.
Is UserZoom capable of running studies on authenticated sites?
Yes, UserZoom is capable of running studies on authenticated (https) sites.
Can the solution collect clickstreams from behind firewalls?
Yes, as long as the site can be accessed by participants who are outside of the firewall. The only limit is how you would decipher the encrypted URLs.
Does UserZoom continue to collect clickstreams if a user navigates away from the key site domain?
Yes, UserZoom continues to collect clickstreams if users navigate away from the key site/domain. You can use our LogManager to remove irrelevant domains from your clickstreams.
Does the solution allow users to continue browsing after they have clicked either ‘Success’ or ‘Abandon’?
No.
Are page load times tracked?
No, page load times are not tracked at this time.
Does UserZoom Track scrolling behavior? (e.g. when a user scrolls and how far they scroll)
We have a vertical scroll line indicator specified for most screen resolutions. You can tell if the participant scrolled beyond the scroll line if they click on an item. However, if the participant scrolls and does not click, we cannot report it.
What is the maximum number of respondents for which UserZoom can collect data in a single evaluation? Is there a maximum number of participants that can be in a study at any given time?
There is no limit on the maximum number of respondents for a single study. Our servers are capable of handling between 400-500 users participating simultaneously for each study.
How much time does it usually take to run a remote study?
It really depends on the scope and details of the test. The average study (200-user, 4 task + questionnaire, 1-market, 1-language) usually takes 3 to 4 weeks to insert the study script and to run the report. However, most studies are more complex than that. Script design and data analysis alone may take up to 3 to 4 weeks. It all depends on the research needs you have. UserZoom's Self-Serve Edition makes it quite easy and efficient to create a test script or protocol and to perform advanced data analysis, so that total time can be reduced.
UserZoom Study Editor
Which languages can UserZoom be localized in?
UserZoom can be localized in: English, Spanish, Catalan, French, German, Dutch, Japanese, Swedish, Italian, Russian, Polish, Chinese (Simplified), Chinese (Traditional), and Korean. You may also translate your own text to a language not on our list and insert it into the Customized section.
Can I edit the task description field using HTML codes?
Yes. There is a character limit of 3,000.
Is UserZoom compatible with iFrames?
UserZoom is compatible with iFrames. When using iFrames, please preview the study in Preview mode to ensure the iFrame is working properly.
How many conditions/logic can one add to a single question?
There is no specific limit to how many conditions/logic you can add to a single question.
Is it possible to preview a survey (as a participant would see it) after it has already fielded?
Yes.
What is the maximum number of categories and concepts I can have in a card sorting exercise?
You can have a maximum of 12 categories and 99 concept items.
What scripting functionality is still available after a survey has launched?
While the study is online (launched), you can edit the Profile Quota, Intercept Options (invitation rate, delay, layer positions, layer size), and Cutoff Data & Time.
If one finds an error in a survey once it is already in the field, is it possible to access the scripting solution to fix it?
To edit the study, it will have to be first taken offline.
Does the solution offer spell check?
No.
Can I customize the logo and color theme of my UserZoom studies?
This feature will be available soon.
UserZoom Analytics
Can UserZoom automatically cluster URLs that point to the same webpage? For example, URLs often include a string indicating how a user arrived at a certain URL.
Through the LogManager, you can edit the aliases of URLs. To cluster, use the Find and Replace function to rename. For example, a Search page URL is http://website.com/search=”string”. You can use the Find and Replace function to find http://website.com/search and replace this URL with “Search Page” to cluster all search pages.
Does the solution report the number of page views for each respondent?
Yes, in the raw clickstream data.
What happens to data for previous respondents when the study is modified post-launch?
Depending on the edit, if the edits are only grammatical or textual, then nothing is affected. However, if answers or questions are deleted, participants who answered prior to the edits will also be removed.
Exporting Data
What formats does UserZoom Analytics export to?
UserZoom Analytics exports to Microsoft Word and Excel. (Microsoft Excel outputs are SPSS compatible.)
Is it possible to download partial data while a study is still fielding?
Yes, the Analytics can be accessed at any time during and after the fielding.
Account Management
Is there a way to assign users to departments so that projects created within one department can remain private to others?
Yes, departments can be created and projects created within the department will be private and accessible to that department only.