Lookback Live

Real-time user research on mobile and desktop 🕵 ✍️

1.0/5
Would you recommend this product?
2 Reviews1.0/5

We've been using Lookback for like 6+ months or so. I hate, and love Lookback. They have all remote research feature there. Screen sharing to user, video call, session archiving, discussion, notes. But man, very unstable and unreliable. There are plenty of times that our session with participant ruined because we can't see the user, it's just plain blank, cannot upload, crashes in the middle of uploading, Android app is unresponsive + buggy, and many more. And, they only rely on Intercom for support. No mail/Twitter DM support so far.

Pros:

All the feature for remote research is all there.

Cons:

Very unstable and unreliable.

I have a years subscription to this software and am beginning to wish I hadn't. It is quite unreliable and I have a number of tests either not record or record no audio. The turnaround time on getting answers when you need help is dismal and very often no solution is found. In theory it is a good idea and a good system, but needs a UX researcher to carry out user testing to identify both technical and usability issues. I am not sure that this happens very often.

Pros:

None - been told not to use this on my Surface

Cons:

Live recordings don't work