Frequently Asked Questions

You’ve got questions, we’ve got answers We’ve listed the most frequently asked questions below, to help you understand the specific about how the solution works.

When should I consider using video ?

We’ve made it a piece of cake to include video in any consumer insight or customer experience study. It works for qual or quant, in any language. Check out our use cases to see what others are doing with LivingLens.

How do I get started?

Talk to us! We’ll get you set up. We’ve made our user interface as intuitive as we can, but we’ll happily run a webinar training session if you want it, for you alone or for your team. Any time we release updates to our platform, we can talk you through it if you want.

How long does it take to set up?

For new users, a lead time of about two weeks is usually enough to include LivingLens in a planned research project. Sometimes we can get you set-up even faster!

Setting up an Insight Hub takes longer, depending on how much content you want to upload, and in what formats. There’s also a bit of training involved for the people you want to use the Hub – it’s very straightforward but it always helps to walk people through it and get them familiar with what it can do. So we’d usually say about two months for an Insight Hub.

How are LivingLens projects priced?

It depends on how many people will need direct access to the platform, and how much content you want us to handle for you – we’ll help you work that out.

Leveraging the latest in AI and machine learning in our platform, you’ll get great value for money. And our solution grows with you, so you can incorporate video across your insight program at your pace.

Get in touch today to get pricing for your insight program.

How do I access my content? What is a channel?

LivingLens creates a secure, encrypted environment called a ‘channel’ for each project, which you access via the LivingLens online platform. You decide who has access, and what level of access (license) they have.

First time users will receive a welcome email from with a link to set a personal password. For security reasons, this link expires within 96 hours, so it’s important to set a personal password as soon as you’re able upon receipt of the welcome email. You can re-set your password at any point by clicking Forgotten Password on LivingLens’ login screen.

Once you have set a password, you can access the platform at any point. Any future projects you work on will simply be added to your channel list, and you will be able to navigate between project channels using the dropdown menu in the upper right of the platform screen.

Isn’t working with video time-consuming?

It used to be! The manual coding, the amount of data to manage, the time it took… those pain points inspired us to create LivingLens. Now it’s easy to use video to gain insight and to share that insight.

Does adding video add time and cost to my project?

That depends on whether you’re working with an agency that has already adopted LivingLens. If so, it won’t add any time and very little cost. If not, then we can get you set up in a matter of days, and after that it’s all seamless and fast. As for cost, it depends on how many people will need direct access to the platform, and how much content you want us to handle for you – we’ll help you work that out.

What file formats does LivingLens support? What do I do if my content isn’t supported?

LivingLens supports the formats below for video, audio and images.




What languages does LivingLens support?

LivingLens supports transcription and translation for 45 languages including English. If you are planning to run a project involving a language not listed in the link below, please contact us and we can determine if/how we can support.

What is the difference between Human Transcription and Machine Speech Recognition? When should I use one versus another?

Human Transcription and Machine Speech Recognition (MSR) turn the spoken word in video and audio content into written text. MSR is very fast and pretty cheap. As you’d imagine, Human Transcription takes longer and costs a bit more, but gives almost perfect accuracy.

Human Transcription is performed by a human native speaker of the language. It offers 95%+ accuracy.

MSR uses machine learning and AI natural language processing to study content’s sound waves and recognize words in order to generate a text transcription. For near real-time indexing of video or audio, particularly in English language, MSR is usually of a good enough standard for a native speaker to be able to understand content and context.

In some instances, you may wish to initially see near real-time indexing using Machine Speech Recognition (MSR) to give you a quick feel for content before ultimately receiving Human Transcription transcripts.

How does LivingLens translate non-English content? What is One-Step translation?

One-Step translation is LivingLens’ default transcription solution for non-English content. Instead of transcribing the spoken word in the native language as well as producing an English translation transcript, with One-Step translation, a professional will translate the spoken word from the content directly into English – this means no native language transcript will be available. The benefits of this approach are that output is delivered faster and cheaper than the conventional two-step transcription and then translation approach.

How do we know it’s secure? What about firewalls and the risk of a computer virus?

Data and system security is top priority for us too. Without it we wouldn’t have a business. We work with clients in sectors like financial services and healthcare which are very security-conscious. Read more on security and privacy here.

What is sentiment analysis?

Sentiment analysis uses machine learning to automatically detect whether someone’s emotional response to a question was negative, neutral or positive. It ultimately helps brands identify how customers truly feel about them.