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This tutorial takes one study from an empty dashboard to a written Summary. The example is an online store that wants to know why shoppers abandon checkout at the payment step. Before you start
  • Sign in to the Pillow dashboard and open your organization.
  • Going live uses your organization’s free trial or plan. See Usage.
  • Know who you will send the link to. This tutorial shares the study link with your own shoppers.
1

Describe what you want to learn

In the app sidebar, click Create. Paste your objective and press Enter:
Our checkout funnel is: browse, add to cart, enter payment, confirm order. Most people who abandon leave at the payment step. I want to understand what makes them leave and what would get them to finish.
2

Answer the setup questions

In the chat, the builder asks How should participants take the interview? Pick one:
  • Video interview: participants answer each question on camera, and you watch each answer as a clip.
  • Text chat: participants type or send voice messages, and you read each interview as a transcript.
It then asks How do you want to build your Interview guide? Pick one and click Continue:
  • Questions: every participant hears the same wording, so you can compare answers across interviews.
  • Topics: the agent phrases each question from what the participant has said so far, which leaves room for answers you didn’t expect.
You can mix both later, item by item. If the builder asks one or two more questions to narrow the scope, answer them in the chat.Pillow then drafts the whole study from your objective, ready for you to review.
3

Review the interview guide

In the study, scroll to Interview guide and read its items in order. To change the guide, ask in the chat:
Also cover which payment methods they expected to see.
4

Preview the interview

Click Preview and reply to a few questions as a shopper would. Preview interviews never appear in your results.
5

Launch the study

Click Launch, then confirm with Launch. The study page opens, showing your study link under Getting started.
6

Share the link

Copy the link and send it to shoppers who left at the payment step. Each person who replies appears in Interviews as INT-1, INT-2, and so on.
7

End the study

While the study is live, read the interviews as they arrive and use Ask Pillow to judge when you’ve heard enough. Ending is final. When you’re ready, click Insights in the study page header, then click End study. Confirm with End study. The link stops accepting new participants.
8

Read the Summary

Pillow emails you when the Summary is ready. It answers your objective in a written report, citing the interviews behind each finding. Open Overview to see each question the agent asked, merged across interviews, with participants’ answers grouped by meaning.

Share your study

Reach participants with your study link.

Read your insights

Get the most from the Summary and Overview.