Role required: Customer Admin, or Channel Admin or Pro with a Mobile Add On role. See User roles.
Create and manage CaptureMe mobile projects from the Mobile screen in LivingLens. This topic also provides guidance for generating Project Codes for respondent project access, using the app messenger, and assisting with respondent troubleshooting.
The following sections are included in this topic:
Manage the mobile project (includes using the app messenger)
Create Mobile Project
Create a CaptureMe mobile project to create and allocate tasks and generate access codes (Project Codes) to share with respondents.
Before you begin:
It is best practice to create a new channel for a mobile project, see Channel management.
Note: All channels created from November 18, 2021 are set to process CaptureMe uploads in supported languages for Machine Speech-to-Text (Machine Speech Recognition) and machine translation (Automatic).
Machine Speech-to-Text is not available on all languages. Customer Admins can review and edit the channel's transcription and translation settings, see Auto Requests tab.
If your account does not include a Customer Admin user role, contact LivingLens Support via Medallia Knowledge Center to:
Request a new channel for the mobile project.
If required, request Human transcription and translation for all spoken languages in project markets.
Important: Human transcription and translation incur additional cost if these services are not included in a Medallia LivingLens subscription. Contact your Medallia representative if you have questions.
To create a mobile project:
Click Mobile.
Click Create New Mobile Project.
Tip: If the project is in more than one language, create a new mobile project for each language.
Complete Step 1, Create Mobile Project.
Mobile Project Name — Required. This is the respondent facing project name.
Project Code Prefix — Required. 2-3 characters recommended. The prefix is part of unique Project Code for participants. e.g. DEM-01. You cannot edit the Project Code Prefix after saving Step 1.
Note: A prefix can only be used once in LivingLens. If the prefix has been used, the platform displays This Code Has Been Used Before. Input a different code prefix.
Tip: If the project is in more than one language, input the country code at the end of the prefix to help match the Project Code to the mobile project.
Expiry Date — Required. Select the mobile project expiry date. Respondents will no longer be able to upload content after this date.
Terms & Conditions URL — Optional. Insert a link to your T&Cs. LivingLens’ Privacy Policy is the default.
Click Save.
Click Tasks to move to Step 2.
Input Tasks in Step 2, Manage Tasks. You can edit tasks at any point.
Task Title — Required. Add a title to the first task.
Tip: Number tasks (e.g. Task 1 Introduction) so they are easy to use in LivingLens. Task Titles are filters for media uploaded to the task.Description — Provide information and guidance for respondents. Best practice is to include any information that will help the respondent complete the task, such as what to include in their response, and if there are a minimum number of uploads or recording length.
Click Add Task to create additional tasks, as needed.
Important: Tasks appear in the order they are listed from top to bottom. Users cannot re-order tasks. To insert a task between existing tasks, Add Task and copy paste existing task text until a blank Task cell is available in the necessary location.
Click Save.
Click Respondents to move to Step 3.
Generate Project Codes. On Step 3's Manage Respondents screen, there are two options for generating Project Codes. The platform can generate random codes or you can import custom codes.
Option 1: Random Project Codes. Example: DEM-BQHVV
Type in the number of participants (e.g. 10) in the Generate Users field
Tip: Add 1-2 extra codes for testing.Click Generate.
The platform generates the codes.
Option 2: Custom Project Codes. Example: DEM-JohnD
In an Excel spreadsheet, list the codes in column A starting in cell A1.
Save the sheet as a .CSV.
In LivingLens, click Import Project Codes. Select and upload the .CSV file.
Important: The list of codes on the Manage Respondents screen eg. GeneratedCode-1 are not the codes to give respondents. Retrieve the Project Codes on the Reporting screen after you Publish the mobile project.
Allocate tasks to respondents by ticking/unticking the checkbox under tasks. Select the top checkbox next to the Task number to allocate tasks to all respondents.
Add additional Project Codes and edit task allocation at any time.
Click Save.
Click Publish.
Retrieve Project Codes for internal testing and to communicate to respondents from the Display Report screen.
Manage the mobile project
The following functionality is available in the Mobile Projects screen:
Edit this mobile project
Available for Published and Not Published mobile projects. Click Edit this mobile project.
Edit options in Step 1 Edit Mobile Project.
Mobile Project Name
Expiry Date
Terms & Conditions URL
Edit options in Step 2 Manage Tasks.
Add Task
Edit the text of Task Titles and Descriptions.
Edit options in Step 3 Manage Respondents.
Add Project Codes by generating or importing users
Edit task allocations
Once a mobile project is Published, click Publish to save edits.
Display Report
Available for Published mobile projects. Click Display Report to view a list of all project codes and track respondent activity.
The reporting screen is labeled with the Mobile Project Name. The report shows the following information:
Respondent — The Generated or Imported user number. Corresponds to the Respondent column in the Step 3 Manage Respondents screen.
Code — The Project Code. The Project Code is the link between LivingLens and respondent.
Type — Generated or Imported, indicates how the code was created
Active — Indicates how the respondent
X — Respondent has not input the Project Code
Circle — Respondent has input the Project Code and enabled the project on their device
Task columns — List of tasks with a participation indicator for each respondent
Bar — Task is not assigned
Circle — Task is assigned
Checkmark — Respondent has uploaded media to the task. Hover over the checkmark to display a link to the respondent's media upload(s) for the task.
Click View respondent media to view all a respondent's uploads in the Media Library.
View and send recipient messages for this project
Use the CaptureMe messenger to contact individual respondents or message all respondents in the project. Push notifications are not currently available.
Access the messenger in two ways:
From Mobile Projects.
Click View and send recipient messages for this project.
Click Message All Participants to message all respondents.
Click a Project Code to open the messenger for the individual respondent.
Respondents that have sent a message have a red bubble icon. The message appears in the messenger.
Type a message and click Send to message the respondent.
From Display Report.
Click View respondent messages to open the messenger for the individual respondent.
Respondents that have sent a message have a red bubble icon. The message appears in the messenger.
Type a message and click Send to message the respondent.
Test the mobile project
Download the CaptureMe app.
Enter a Project Code. Do not enter a code that is sent to a respondent.
Review the Tasks and task Descriptions.
Record and upload a test video.
View the upload in the corresponding LivingLens channel.
Launch the mobile project
To launch the mobile project, send an email to each respondents with their assigned Project Code, the CaptureMe Mobile App Guide and any project-specific instructions.
Download the CaptureMe Mobile App Guide.
This is an example launch email.
Troubleshooting respondent tech issues
Troubleshooting tips
Upload One File at a Time: If multiple files are uploading simultaneously, it can cause your uploads to stall. See ‘Fixing Stalled Uploads’ if this happens to you.
Supported OS and Devices: Devices or Operating Systems that are not supported by the CaptureMe app may cause a variable experience.
iPhone: iPhone 6 and upwards with iOS 11.0 and above are supported. ○
Android: API 21 (Lollipop 5.0) and upwards are supported.
Wi-Fi Connection: While your file is uploading, keep the app open and remain connected to Wi-Fi. If there is a dip in connectivity or if you’re not connected to wifi, the upload will pause. To refresh the app, drag the screen down and release.
Upload with Cellular/Mobile Data: If you do not have access to Wi-Fi and prefer to upload over cellular/mobile data: select the hamburger menu in the top left corner then the settings icon on the top right to toggle ‘Allow uploading when not on Wi-Fi’. You may also need to allow CaptureMe to use mobile data in your device settings.
Device Capacity: If device storage is at or close to capacity, it may prevent recording or uploading a video. Delete large files to free up space before recording feedback.
Fixing stalled uploads
Stalled uploads can be caused by inconsistent Wi-Fi, closing the app during the uploading and multiple videos uploading simultaneously. If an upload has not made any progress in one hour, follow these steps to restart the upload:
Save Videos to Device: If your recordings aren’t already, save your recordings to your device by clicking the ‘Folder’ icon in the top right corner of the CaptureMe app, selecting the stalled videos, then saving to your device.
Delete the CaptureMe App: Delete the app from your mobile device and re-download it from the App Store (iPhone) or Google Play Store (Android). Open the app, type in your Project Code and follow the prompts to access your project over a Wi-Fi connection.
Upload One File At A Time: Go back to your first task, tap video, audio, or image and tap the ‘Upload From Device’ option to select and upload the appropriate media from your device folder. Ensure one video has fully uploaded before beginning to upload the following file. Keep the app open while each file uploads.