About Lookback

Lookback is a user testing solution, which helps businesses interact with customers via interviews and screen sharing. Supervisors can share custom introductions, instructions, and closing messages with participants and broadcast, pause or resume sessions according to individual requirements. Using Lookback, enterprises can access session recordings from within a cloud-based platform and invite stakeholders or colleagues to view interviews in real-time. Managers can create highlights and share them with team members to gain visibility into onboarding challenges, user habits and usability trends. Additionally, administrators can create projects and receive notifications about staff communications on a centralized dashboard. Lookback offers mobile applications for Android and iOS devices, enabling participants to share feedback with researchers and developers about products. It is available on annual subscriptions and support is extended via FAQs, documentation and email.
Lookback Software - Lookback instructions for participants
Lookback Software - Lookback access projects
Lookback Software - Lookback live sessions
Lookback Software - Lookback session feed
Lookback Software - Lookback interact with customers
Lookback Software - Lookback transcription
Lookback Software - Lookback instructions for participants - thumbnail
Lookback Software - Lookback access projects - thumbnail
Lookback Software - Lookback live sessions - thumbnail
Lookback Software - Lookback session feed - thumbnail
Lookback Software - Lookback interact with customers - thumbnail
Lookback Software - Lookback transcription - thumbnail

Lookback pricing

Lookback does not have a free version but does offer a free trial. Lookback paid version starts at US$49.00/month.

Starting Price:
US$49.00/month
Free Version:
No
Free trial:
Yes

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Lookback Reviews for UK Users

Feature rating

Value for Money
3.5
Functionality
3.5
Ease of Use
4
Customer Support
2.5
5 reviews of 10 View all reviews
Verified Reviewer
  • Industry: Research
  • Company size: 51-200 Employees
  • Used Weekly for 1-5 months
  • Review Source
Value for Money
4
Features
5
Ease of Use
5
Customer Support
5

5
Reviewed on 16/10/2018

Really helps conduct collaborative research

Love this product and the direction it is going in for user experience researchers conducting usability tests on mobile devices and computers.

Pros

I LOVE that observers can enter and exit the virtual observer room as needed, it saves a lot of pinging and distractions for the research participant.

Cons

Improvements that could be made including having an "in person but 2 computers" mode, allowing you to start a "live" session from another computer but not need to turn on the microphone or audio, as you're purely using it to check in with observers if there are questions while running an in person test.

Jennifer L.
  • Industry: Information Technology & Services
  • Company size: 51-200 Employees
  • Used Monthly for 1-5 months
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
0

5
Reviewed on 14/10/2019

First day using Lookback for research - total game changer!

This tool made it really easy to smoothly run a research session with a team. Everything is in one place. Recording, note-taking and comments were all in the interface. I felt confidence that my recordings were saved and had no problems at all. Great tool for doing usability studies in particular - today's sessions used a prototype and Lookback saved the participants from having to go through multiple steps to access it.

Pros

Today was my first day using Lookback for user research. Previously I have used a variety of recording software and none of these were as easy as this tool. The participants had no problem connecting and the research went very smoothly as a result. Everything about Lookback was easy for both myself and the participants!

Cons

I don't like that participants have to put in their name and email address in order to use it.

Ioana G.
  • Industry: Leisure, Travel & Tourism
  • Company size: 201-500 Employees
  • Used Monthly for 6-12 months
  • Review Source
Value for Money
4
Features
3
Ease of Use
4
Customer Support
3

3
Reviewed on 14/01/2020

Awesome when it works, but it often doesn't

It's an awesome little tool when it works, but it has often ruined my research sessions so I am switching to another tool that supports more browsers and devices

Pros

Participants can join as observers
Geared towards user research
Allows clips highlights to be created
Automatic recordings
Relatively simple to use

Cons

Only works on Chrome.
iOS often doesn't work properly.
Often complaints of poor connection, even when the connection is fine with other software.
My participants often have technical difficulties.
The exported clips are in an unpopular file format that I can't use with other tools without converting.

Lauren A.
  • Industry: Consumer Services
  • Company size: 2-10 Employees
  • Used Monthly for 6-12 months
  • Review Source
Value for Money
1
Features
1
Ease of Use
1
Customer Support
1

1
Reviewed on 28/04/2021

I can't get this service to function

Pros

The price is accessible to a small startup.

Cons

The service encounters errors EVERY TIME I conduct a session with a user. I've lost so much time and resources to this service. There's absolutely no excuse for the amount of technical errors I encounter using this service every. time.

Verified Reviewer
  • Industry: Human Resources
  • Company size: 1,001-5,000 Employees
  • Used Monthly for 6-12 months
  • Review Source
Value for Money
0
Features
3
Ease of Use
5
Customer Support
0

4
Reviewed on 20/02/2019

Love the features BUT have to use work arounds

- Having notes and videos together in one place!
- The ability to quickly find a video snippet to share based on the timestamped notes.

Pros

I use this for user testing and I would have to say my favorite part is the ability for multiple people to take notes real-time and the notes are time-stamped to the video.

Pros:
- Notes in Real-Time Time-Stamped to the Video
-Project Folders For easy organizing
- Ability for people to watch but not be seen
- Ability to create highlight snippets (Very Easy to Do)
- Ability to download notes & videos
- Ability to share videos with Link
- Ability to view camera and screen share at the same time

Cons

Again, I am using this for user testing and users have to have the google chrome plugin installed for us to be able to use lookback. Some of our users do not use google chrome and it feels weird to ask them to install something on their machine. Our workaround is to use zoom and Lookback at the same time. The only downside is the person recording cannot take notes in Lookback at the same time.

Cons:
- Must have google chrome plugin
- Cannot Upload videos

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