Does this apply to me?
Only if your Luno account is verified in South Africa, Nigeria or Malaysia, and you’ve opted in to Marketing and Luno Labs.
We’ve partnered with User Interviews to hear more feedback from our community of Luno customers. This collaboration is designed to enhance our product development through your valuable insights while giving you a sneak peek at what we’re working on, too. Here's everything you need to know about participating in our Luno Research Panel.
What is User Interviews?
User Interviews is a trusted research platform. Through User Interviews, we are able to reach out to you with research study invites directly. The platform allows our research team to schedule studies automatically, conduct studies such as interviews, prototype tests, and surveys, in a data and privacy-compliant manner, and reward you for your time by distributing incentives through virtual cards and vouchers.
How does it work?
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Invitation: You’ll receive an official email invitation or in-app message from Luno to join our private research panel on User Interviews. You can always confirm legitimate Luno emails by checking our phishing help article for our list of approved email addresses.
Note
Luno reserves the right to invite customers at its discretion. This program isn’t open to everyone just yet, and the eligibility criteria may change over time.
- Signing up: If you’re invited, simply follow the instructions in your email to opt in for research studies. We don’t publicly share the full sign-up process to help protect the integrity of our research invitations.
- Applying for studies: Once you’ve opted in, you may be invited to apply for specific studies that match your profile. This usually involves answering a few short screening questions to make sure the study is the right fit.
- Participation: If you meet the screening criteria, you’ll receive clear instructions on how to take part, whether it’s a one-on-one video call, an online survey, or another type of activity.
- Getting paid: For studies that include compensation, you’ll receive payment for your time and feedback through User Interviews. They handle incentive payments securely using virtual cards or vouchers, depending on what’s available in your country.
Is it safe?
Yes, your safety and privacy are important to us. User Interviews is a well-established research platform trusted by many global companies, including Microsoft, Zendesk and Atlassian, to run customer studies securely and efficiently.
The platform is SOC 2 certified, meaning it meets strict standards for data security and privacy and has robust systems in place to prevent fraudulent activity and ensure a high-quality experience for both researchers and participants.
Luno only shares your details with User Interviews once you’ve explicitly opted in, and only for the purpose of inviting you to relevant studies. You can read more in User Interviews’ Privacy Policy and Luno’s Privacy Policy to see how your data is kept safe and used responsibly.
What we'll never ask for
We will NEVER ask for sensitive personal information, such as your Luno password, banking or card details or charge you money to participate in a study.
Tip
Keen to join our panel or want to check an invite’s legitimacy? Reach out to research@luno.com, help@luno.com or check out our phishing article for a full list of verified emails.
Frequently asked questions
Is there a minimum age?
Yes, you must be a Luno customer and at least 18 years old to take part.
What do I need to be a tester?
You will need a computer with a working webcam, a stable internet connection, and headphones. It's also important to be familiar with common online meeting tools like Zoom or Google Meet, have a quiet space free from distractions, and ensure your microphone is functioning properly.
For some studies, specific operating systems (like Windows or macOS) or browser requirements (like Google Chrome or Microsoft Edge) may also apply. You can use your mobile for testing, but note that device requirements will be specified in the invite.
How long does a test take?
This varies from test to test, on average no more than 30 minutes are required. Some interviews may require more time, and we will be clear about that on the study invite.
Keep in mind that you need to give each test 100% focus. You can pause the recording at any time, so don't panic if you get interrupted.
How often will I receive a test?
It varies. You might receive a few invites for testing some months, and none at other times. We choose members of our panel depending on what we want feedback on, so the information you supply when you sign up is useful in helping us choose the right participants for each test. Test places are allocated on a first-come, first-served basis. If you're able to help, you should respond straight away - although you don't need to take the test instantly.
How will I be paid?
User Interviews makes use of Tremendous, an incentive distributor that gives you the option to choose from 1000+ incentive types (including Virtual Visa cards, gift cards for Amazon and other brands, and charitable donations) in over 200 countries. Incentive amounts and types vary per country. Visit User Testing to learn more about your incentive options.
Most incentives are issued within a day or two of a session. However, researchers have up to 10 business days after the completed session to release payment. We give researchers that extra time, as they may need to work to confirm attendance with moderators, review task-based studies, manually issue payment, etc.
How do I know my data is safe?
When you sign up as a tester, we'll never use your information for anything other than contacting you about tests or inviting you to take part in a test. Similarly, if we want you to test a feature of our app, we'll never use your actual account details, but give you a dummy account to use instead. Each study will have a specific consent documentation for you to work through before you agree to participate, so that you know exactly what data and information will be gathered.
How do I know a test invitation is legitimate?
Any test invites or emails you receive as part of our testing panel will come from research@userinterviews.luno.com or research@userinterviews.com. We will never ask you to transfer money or share personal or account details with us.
Tip
If you're worried or unsure about an email you've received, please check with us before responding or look through our phishing guidelines to see how to protect yourself against suspicious communications.
How do I stop receiving research invites?
If, at any time, you decide that you no longer want to participate in User Interviews projects, you can simply unsubscribe using the unsubscribe link in the footer of User Interviews’ email invites. Alternatively, you can contact research@luno.com and we’ll remove you from our network.
Tip
For more detailed information about the testing process and what you can expect, please visit the User Interviews participant support page.