Moderated sessions are where qualitative research becomes most demanding.
As a moderator, you are simultaneously:
• paying close attention to the participant
• building rapport and trust
• tracking research goals
• handling stakeholder input
• capturing important moments
Lookback is designed to reduce unnecessary cognitive load so you can focus on the participant and the research itself.
WHEN TO READ THIS
Read this article if you are:
• about to run your first moderated session in Lookback
• used to moderating in Zoom, Teams, or similar tools
• working with observers or clients behind the glass
• feeling overloaded during live research
HOW LOOKBACK IS DIFFERENT FROM VIDEO CONFERENCING
Lookback is purpose-built for research.
The participant experience is focused and immersive. The research team operates in a separate control environment.
Key differences include:
• the participant cannot see or hear observers
• observers can see and hear everything
• the moderator cannot see or hear observers, but can see their chat messages
• the session is centered on research, not conversation logistics
This separation is intentional. It protects the participant experience while enabling collaboration.
MODERATOR CONTROL ROOM
Moderators work from a dedicated control room.
From there, you can:
• follow your interview guide inside the tool
• push links directly to the participant’s device so they open automatically
• see observer comments without exposing them to the participant
• trigger AI-assisted note taking
• use filters to keep the feed and observer chat clear and focused
This eliminates many common sources of friction found in chat-based workflows.
INTERVIEW GUIDE AND PUSHED LINKS
Unlike video conferencing tools, Lookback keeps the interview guide where you need it and allows you to push links to the participants device rather than relying on a chat function.
• the guide is private to the moderator
• URLs placed can be pushed live
• links open automatically on the participant’s device
This avoids context switching, copy-paste errors, participants getting lost trying to find a link, and broken flows during sessions.
THE OBSERVER LOBBY
Observers and stakeholders can join sessions live from the observer lobby.
Important clarifications:
• observers can see and hear the participant and moderator
• the participant cannot see or hear observers
• the moderator cannot hear observers, but can see their chat
Observers can:
• take timestamped notes
• discuss observations with each other
• submit questions to the moderator
Observers do not disrupt the session, but they do contribute to sense-making.
REDUCING COGNITIVE LOAD
Moderating is cognitively demanding even in ideal conditions.
Lookback supports moderators by:
• removing the need to manage chat-based links
• separating participant and stakeholder environments
• offering an AI note-taking button during sessions
The AI note taker helps capture context-aware notes so moderators do not have to choose between listening and documenting.
PREPARATION MATTERS
Most issues attributed to “things going wrong” during moderated sessions are setup-related.
Before going live:
• run preview links
• test devices and permissions
• verify pushed links
• confirm observer access
Troubleshooting support exists, but good preparation is always the first line of defense.
WHAT TO READ NEXT
• Unmoderated and AI-Moderated Research – for task-based studies
• Working With Stakeholders in Qualitative Research – for collaboration and impact
• The Lookback Player – for reviewing and working with recordings