If you need to take a quick break during a test, it's okay to pause it—as long as you follow some easy guidelines. This article explains when you can pause your test and why excessive pausing can raise concerns for customers. Following these best practices helps customers trust your feedback and helps you avoid low ratings.
In this article:
- When it's okay to pause your test
- When not to pause your test
- Why excessive pausing can be a red flag for customers
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What to do if you’re not ready to take your test
When it’s okay to pause your test
There are times when it’s perfectly fine to pause the recorder during a test:
- You’re dealing with a brief noise (like a barking dog) or interruption (e.g., coughing)
- You're moving to a quieter space within a few seconds
When not to pause your test
Pausing repeatedly or for a long period of time can interrupt your test and confuse the customer reviewing your video.
You should never pause your test to:
- Look up information or research a task when doing so isn’t part of the test instructions
- Multitask or step away for non-emergencies
- Complete other tasks outside of the UserTesting platform
Why excessive pausing can be a red flag for customers
Pausing too much can hurt your rating because it creates confusion and breaks the flow of your feedback. Customers expect to see your natural thought process as you interact with their product. If your session has long or repeated pauses, it might look like your video is incomplete—or worse, that you’re using outside tools like ChatGPT to find answers.
What to do if you’re not ready to take your test
Only accept a test when you're in a quiet space and ready to give your full attention. If you're not in the right environment or can't stay focused, it's better to quit the test than to push through with frequent interruptions.
You’ll always have other opportunities—taking the time to do your best benefits both you and the customer.
You must complete all tasks using your own knowledge and honest reactions. Using external resources—like search engines, AI tools (such as ChatGPT), or help from others—is a violation of the Contributor Code of Conduct.
By sticking to the rules and sharing authentic feedback, you help keep the platform fair and trustworthy for everyone.