HEARD helps leaders gather insights by using AI to moderate 1:1 conversations with their customers. Write to us at support@elis.io if you are experiencing a bug, or have any other questions.
How does HEARD work?
HEARD uses AI to interview your customers and collect deep insights in an open-ended, qualitative conversation. First, HEARD helps you create a study, which you can send to your customers or embed into your website. Your customers take an interview, and then HEARD extracts the top themes from interviews so that you can start learning immediately, no manual analysis needed.
Setting Up a Study
Once you've created an account. To create a new study:
Click New Study.
You will be guided to a page with use-cases that can help you decide on questions for your customers.
Once you've decided what you want to learn, you will add research details that will help HEARD guide the conversation and synthesize key-findings. When filling out this section, write in plain language, like you're talking to a co-worker about your study.
Establishing Learning Goals
The next tab is dedicated to Learning Goals, which help the AI moderator guide the conversation and determine key-take-aways. On this tab you will have the ability to choose from and edit learning goals.
The insights generated by the studies will be informed by the learning goals you establish on this tab.
Choosing an Interview Mode
On the discussion guide tab, you will be directed to choose the interview mode. If the order matters, you should choose sequential mode which guarantees each question is asked in the exact order you choose. Explore mode is dynamic and will allow the AI to select the best discussion questions based on the previous interviews. To learn more, see here.
Discussion Questions and Follow-Ups
To design the discussion guide, keep in mind the overall structure of the interview: Each participant who takes a HEARD will chat with an AI moderator. The moderator asks discussion questions that you choose, along with a few follow-up questions that the AI will determine based on the participant’s response.
The Discussion Guide tab will help you choose the core discussion questions and guide the moderator to ask the best follow-up questions.
Once you have selected the mode, you can delete, add or edit your questions. To add your own question click on the bottom right of the main Discussion Guide page on 'Add a Discussion Question.'
You can open the question details side-panel by clicking on the individual question, and here you will be able to edit (inline) or delete with the button in the bottom right-hand corner.
In this view you can select suggestions of follow-up questions for each question that the AI moderator will ask. These follow-ups are not guaranteed to be asked, but rather will help the moderator dig in deeper into the core questions you have directed HEARD to ask. Click the thumbs up if you like the question as a follow-up, and the trash if you really don't like it. This is optional.
Selecting Question Types
For each question, you can also determine how your participants should respond; open-text means participants will write or speak openly to answer while 'multi-select', 'single-select' or 'ratings' will require participants to manually select a response.
Attaching Media
In this view you will also be able to attach an image, a Youtube video or a Figma prototype by clicking 'Attach Media' if it will help accomplish the goals of your study. Make sure your Figma prototype is copied from the 'Share' window as opposed to the file URL.
Choosing Settings
The Settings tab allows you to select different options for how your study will run. Settings will depend on the interview mode that you selected in the discussion guide.
Select chattiness, which will determine how many follow-up questions the AI moderator asks.
If you have selected explore mode, you will have the opportunity to determine target interview duration, the estimated length of each individual interview, in minutes.
HEARD recommends a number of target interviews based on your business objectives and your questions, and you can approve or change this number. To learn more about how interviews are counted, click here.
Right underneath 'target number of interviews', there's a check-box to automatically close the study once the target number is reached. If you don't select this box, you will monitor the target number to manually close the HEARD once you receive the number of interviews you are satisfied with.
Next, you will be prompted to add moderator messages and image. The image is a small avatar (typically your logo) that the customer will see in the chat. The messages will appear before the interview starts and as it ends.
You also have the opportunity to add a welcome page, which appears before the interview, and includes a message for your participants.
Sharing and Recruiting Your HEARD
The last tab, Recruitment, is where you will choose how you share your study with participants. The three options for recruitment include:
Sharing the link — Copy and paste this link directly to your audience so that they take the study on the HEARD platform. Typically customers do this by sending out an email blast or recruiting users via social media channels. With this option, you may want to provide your own incentive and you can distribute it by collecting emails and sending out incentives afterwards.
Embedding the study on your website — In order to intercept your customers, you can embed a widget on your website so that users can take the study when they land on your page. To embed in your own product you will first need to install the widget on your site, which you can learn about more in this article.
Recruiting from UserInterviews.com (forthcoming).
Lastly, you have the option to collect participant information before the interview starts. By default, HEARDS are anonymous. If you choose to ask them for their name, email, zip code or birthday, each recipient will be prompted to type in this information before they fill out the chat.
To see what your experience will look like on your website or on HEARD's platform, click, "Preview". You can always edit your study after publishing.
Once participants have completed the studies, you will be able to see their answers.