What happens in a research call, and how to do it well

A company is building or improving something, like an app, a website or a service, and wants to understand people like you. A researcher talks with you one-on-one on a video call. It isn't a job interview or an exam: there are no right or wrong answers, and you can't fail.

Calls come in two kinds:

• An interview: the researcher asks about your life, habits and opinions, like “Tell me about the last time you sent money to family.”
• A product test: you try an app or website while sharing your screen, and say what you think as you go.

• Find a quiet place where you won't be interrupted, with good light on your face if you use your camera.
• Charge your phone or laptop, and check you have enough data. Video uses a lot.
• Use earphones if you have them: they cut out noise and echo.
• Read the study again so you remember what it's about.

On myUsersInsight you get a calendar invite when you book, and reminders a day and an hour before. Can't make it? Open the session in My studies and choose Reschedule or Cancel session, the earlier the better.

1. Open My studies and choose the session. Join video call opens 1 hour before the start.
2. Check your microphone and camera.
3. Tick I agree to be recorded for this study, then press Join the call.
4. Wait on the same screen until the researcher lets you in. We play a sound when they do.

Join a few minutes early. If you're not in the call within 10 minutes of the start, it can count as missed. Your camera is optional, so turn it off if your data is low.

Researchers learn most from real stories, not general opinions. Instead of “I usually pay with mobile money”, say what really happened: when it was, what you did, what went wrong and how you felt.

• Be honest, even if it's not what you think they want to hear. Criticism helps them most.
• Say “I don't know” or “I've never done that” when it's true. Don't make up an answer.
• Ask them to repeat or explain a question you don't understand.
• Use the words you'd normally use. If a word in your own language says it better, use it and explain.

The researcher may ask you to share your screen and try something. Say what you're looking for and what you expect as you go, for example “I'm looking for where to pay. I thought this button would do it.”

If you get stuck, say so. You're testing the product, not yourself, and the moment you get stuck is what they most need to see. Close private chats and turn off notifications before you share: everything on your screen is seen.

It happens. Rejoin from the same session in My studies as soon as you can. The researcher will usually wait a few minutes for you.

• The call runs to its booked end: you're paid in full.
• The researcher doesn't join: you're still paid in full.
• The call ends early, whoever ends it: you're paid for the minutes you talked. Calls under 10 minutes aren't paid.

The researcher has a day to report a problem with the session. After that, our team sends your reward to your mobile money by hand within 2 working days. Earnings shows it under On its way until it's sent.

Researchers rate each session, and other teams see your average rating when you apply. Turning up on time and giving honest, detailed answers is how you get invited again.

1. Find a quiet place, and charge your phone or laptop.
2. Check your data, and use earphones if you have them.
3. Join a few minutes early from My studies.
4. Answer with real stories from your own life.
5. Be honest, and say when you don't know or don't understand.
6. If you share your screen, close private chats first.
7. If the call drops, rejoin from the same session.