FAQs for ExpiWell Mobile: Quick Reference Guide

FAQ (mobile)

6 FAQ about the ExpiWell Mobile App 

This FAQ section is your go-to resource for quick, reliable answers to common questions. It is meant to enhance user understanding and streamline the research process, ensuring that researchers and participants can navigate the platform with ease and confidence. Whether you're asking about survey access, notification settings, or question randomization, the following FAQ provides clear, concise solutions, making your experience with ExpiWell both smooth and rewarding.

If you are still running into issues, please contact your researcher.

1) Who do I contact with questions about the project or software?

Please note that contacting ExpiWell won't put you in contact with your researcher, so it's important to keep their contact information on hand for the duration of the project. We recommend that you reach out to them first with any questions you may have.

2) How can I access the survey(s)?

There are three different ways to access surveys:
1. Dashboard: Click on the Experience to take you to a project overview. From the list of surveys, you can take those that have an orange dot icon in the survey window.
2. Mobile Notifications: Swipe on mobile notifications to be taken directly to the available survey. (Notifications must be enabled on your device in order to use this function.)
3. Available Experience Pop-Up Window: If you are in the app during an available survey window, a pop-up screen will appear to notify you. Click on "Go to Experience" to be directed to the survey.
3) I clicked on a survey and it took me to a "Timeslot" pop-up screen, but it won't let me take the survey. Why is this?

If you were directed to a "Timeslot" pop-up screen:

The survey isn't available at the moment. This could be due to a couple reasons:
1. The survey is scheduled for a later timeslot. In the survey window, you should see the time that it is scheduled for, as well as the status. If the status reads "Scheduled," it is not available at the moment.
2. The survey is on a randomized schedule, which will be indicated by a grey "shuffle" icon. For more information and FAQ about the randomization feature, click here.
For each of these cases, please wait until you receive a notification that the survey is ready to be taken.

If you were directed to a "Server Error Occurred" pop-up screen:

You missed the survey timeslot. You can see the time the survey was scheduled for as well as the status of the survey in the window, which should read "(Missed)." Click on the "⋮ (Experience Options)" tab and select "Retake Timeslot" if the option is available to you.
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Additional note: Available surveys are always indicated by an orange dot icon.
If you still have concerns following the solutions above, please contact your researcher.

4) I took the same (recurring) survey, but the questions appeared differently. Why?

Researchers have the option to use a question randomization feature that changes the order of questions as a survey repeats over the course of several days.

5) Why am I not receiving notifications for my ExpiWell projects?

Start with these frequently used solutions:
1. Make sure your device is not in "Do Not Disturb" mode. This setting prevents notifications from appearing as soon as they arrive on your lock screen.
2. Make sure you have enabled permission settings to allow notifications from the ExpiWell app. If you need to update this setting, go to your device's notification settings menu and ensure ExpiWell is enabled.
3. Make sure you are logged in to the appropriate ExpiWell account and that you have a steady network connection.
6) Why am I unable to download or use the ExpiWell mobile app on my older phone model?

Please make sure that your phone software is updated. The ExpiWell mobile app requires the following for participants' mobile phones to ensure compatibility:
  1. iOS: Version 12.4 or higher
  2. Android: Version 8 or higher

Additional Information:

In addition to the above solutions, the ExpiWell FAQ section serves as a comprehensive guide, offering insights into various platform aspects. It's designed to empower users with the knowledge to troubleshoot common issues, enhance their engagement with the app, and maximize the effectiveness of their participation in research projects. This proactive approach to addressing user queries underscores ExpiWell's commitment to user satisfaction and the success of research endeavors, making it an invaluable resource for researchers and participants.

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