Using our technology you can connect directly with your shop-along participant through a web interface while your participant can be invited to download and use the itracks Go Mobile App. The app seamlessly connects moderators and participants while they shop, allowing you to communicate and ask questions with your shop-along participant in the store while observers can watch from a backroom and give input as needed.
Project Setup
Setting up a Shop-Along project follows the same procedures as creating any other Realtime project. Most importantly, the settings need to be set to allow participants to use the itracks Mobile app.
Participant Preparedness
Having the participants register and download the app in advance of their interview is extremely important to ensure that they can successfully join an interview session. We recommend working with your recruiting partner to check in and make sure that all participants have registered and have them confirm that the mobile app has been downloaded.
User registration is displayed on the USERS tab and can be exported as needed to more easily follow up. When using a mobile device, participants will not be required to do the automated tech assessment that tests compatibility on a computer. We instead, recommend that a manual check be completed.
Technical Checks
As a best practice, we recommend that respondents do a short pre-interview test session in advance of their interview.
This can be done by our concierge support team (15 minutes per check, at $150 per hour), or it is something that can be scheduled to be completed by your own team. The test consists of asking the participant to join a test session using the mobile app, making sure that the person in the host seat can see them and that the participant can see the host.
We also often test that they know how to flip their camera and understand how to screen share as needed.
Participant Instructions
Below are some documents that can be shared with your participants at any time to walk them through how to download the app and perform other functions on the mobile app as needed. Feel free to read them in advance of the study as well in order to help with minor troubleshooting as needed.
Participant Instructions: Downloading and Accessing your Interview/Group with itracks Realtime Mobile App
Enabling Dark Mode on the Mobile App
Participant Instructions: How to Share Your Screen on itracks Realtime Mobile App
Communication
When communicating to the participants in these types of research studies, ensure to include the location that the participant must shop at in all communications. Be clear that they must be at the location and logged in 10-15 minutes prior to the interview start time. Some would also suggest mentioning that this is imperative in order to receive a full incentive.
Email Template Example
Below is an example of a template you can use in the broadcaster to send details to your participant. This can be added as an email template and sent out to the participant using the email broadcaster in the project.
Dear [FULLNAME]
Thank you for agreeing to participate in the virtual shop along at [MANUALLY ENTER LOCATION] on [STARTDATE].
Step 1 - Register for Your Project and Download the App
Click here to register and login: [JOINNOW].
Once you have registered, you should be given a page to download the app. If you are not prompted to return to this email and access the app using the link below.
[DOWNLOADAPPURL]
Step 2 – Complete a Technical Assessment
If you need assistance downloading the app and would like to complete a quick check please call 1.888.525.5026 option 1 and ask to do a technical assessment for shop-along project ID [PROJECTID]
Step 3 – Your Interview
Please arrive early at [MANUALLY ENTER LOCATION] to complete your shopping study. We will ask you to be logged into the app at least 10 minutes before the start time of your interview
Need Further Assistance?
If you have any questions or problems with the steps above, please email help@itracks.com, or call our help desk toll-free in North America at 1.888.525.5026 option 1 or internationally at +1.306.665.5026 option 1.
Note: Most of the variables (the items in square brackets) listed above will autofill when using the email broadcaster. You will be required to manually enter the location details as listed in the template.
Troubleshooting
There are two common known issues with accessing the app at this time.
The first is if a participant is using another application that is using their camera or microphone while they are attempting to join the main room of the interview. This usually results in a could not initialize input error. The participant will need to make sure all apps that are using their microphone or camera are closed. This includes any phone calls they may be on at that time and things like facetime and Teams calls.
The other issue that comes up with more frequency is if the participant is in a store where their cell service is not consistent or dropping. In some cases, switching from cell service to store WiFi may assist. Below are instructions on how to do this.
Android Devices: https://support.google.com/android/answer/9075847?hl=en
iOS Devices: https://support.apple.com/en-gb/HT202639
Unfortunately, not all WiFi networks within stores are created equal. They vary by the size of the building, the number of people on the network, and numerous other factors. In cases, where the WiFi is extremely bad and you are not able to conduct the interview, we recommend a backup plan.
Backup Plan Examples
Because store WiFi networks can be unstable and not consistent across locations, it is best to start your project with a backup plan. Here are some examples that we have found success with in the past.
Continuing the interview without video.
If stability is an issue, audio will take less bandwidth than video. You can turn off your video as the moderator and continue to ask questions, to see if that helps improve the participant's video feed. Alternatively, if the video is extremely bad, you can have both you and the participant turn off your feeds and continue the conversation while they go through the store. You can also request they take pictures that they provide to you later on.
Some research teams will just continue via phone using the same methods. They have the participant walk through the store while they are on a phone call taking pictures as needed. In this case, you would need to record the call on your phone as it will be outside of the itracks platform.
Using itracks Board (switching to asynchronous Q&A)
This can be used in conjunction with the previous backup plan example where participants log into a board after an audio interview to upload their photos. Or, you can ask people with persistent connection issues to complete the interview using a discussion board where they answer text and/or video questions asynchronously, uploading pictures they took in the store.
Additional Resources
For more information, tips, and, tricks, check out our recent webinar here: https://www.itracks.com/webinars/mobile-shop-along-tips-tricks/
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