Menu Privacy Policy Your privacy is important to us. Last updated March 24, 2020 We appreciate you trusting us with information that is important to you, and in return we want to be transparent about how we use it. Here we describe the privacy practices for our website. You will learn about the data we collect, how we use it, the controls we give you over your information, and the measures we take to keep it safe. You will also learn about your rights under the California Consumer Privacy Act (CCPA), including: the right to request that we disclose what personal information we collect, use, disclose, and sell, the right to request the deletion of your personal information that we have collected or maintained, and the right not to receive discriminatory treatment by us for the exercise of the privacy rights conferred by the CCPA. We do not sell the personal information that we have collected from you. Specifically, we’ll cover: Information We Have Collected In The Last 12 Months How We Have Used Information In The Last 12 Months How Information Has Been Shared In The Last 12 Months Your Rights To Access and Control Your Personal Data Data Retention & Data Transfers Analytics and Advertising Services Provided by Others Information Security Changes to This Policy Who We Are and How To Contact Us You may learn about our data privacy practices for participants in our research studies in a separate section, Research Study Privacy Practices, located at the end of this policy. INFORMATION WE HAVE COLLECTED IN THE LAST 12 MONTHS When you use our website, we collect the following types of information. INFORMATION YOU PROVIDE US CONTACT INFORMATION/IDENTIFIERS When you request information from the website (such as by filling out a “contact us” web form), we require you to enter some information, such as your name, email address, and a message. Depending on the nature of your request, we may ask you to provide us with additional information, such as company annual revenues, number of employees, or industry. If you apply for a job with us, we may also require you to submit additional personal information as well as a resume or curriculum vitae. INFORMATION WE RECEIVE FROM YOUR USE OF OUR WEBSITE USAGE INFORMATION/NETWORK ACTIVITY When you access or use our website, we receive certain usage data. This includes information about your interaction with the website, for example, when you view or search content. We also collect data about the devices and computers you use to access the website, including IP addresses, location (country), device type, browser type, language, operating system, the referring web page, pages visited, and cookie information. HOW WE HAVE USED INFORMATION IN THE LAST 12 MONTHS We use the information we collect for the following purposes. PROVIDE, IMPROVE, AND DEVELOP THE WEBSITE Using the information we collect, we are able to honor our website Terms of Use contract with you. For example, we need to use your information to fulfill your requests and to give you customer support. We also use the information we collect to improve our website. For example, we use the information to troubleshoot and protect against errors, conduct research, and develop new features and services. COMMUNICATE WITH YOU We use your information when needed to respond to you when you contact us. We may also use your information to promote new features or products that we think you would be interested in. Please contact us at Privacy@AnswerLab.com if you would like us to stop contacting you. PROMOTE SAFETY AND SECURITY We use the information we collect to promote the safety and security of the website, our visitors, and other parties. For example, we may use the information to authenticate users, protect against fraud and abuse, respond to a legal request or claim, conduct audits, and enforce our terms and policies. We use cookies and similar technologies for the purposes described above. For more information, please read our Cookie Use statement. For personal data subject to the GDPR, we rely on several legal bases to process the data. These include when you have given your consent (if you would like to withdraw your consent, please contact us Privacy@AnswerLab.com), when the processing is necessary to perform a contract with you, like the Terms of Use, and our legitimate business interests, such as improving and developing our website and services, marketing new products that may be of interest, and promoting safety and security as described above. HOW INFORMATION HAS BEEN SHARED IN THE LAST 12 MONTHS We do not sell your personal information, and we do not share your personal information except in the limited circumstances described below. Because we do not sell your personal information, we state that we have no actual knowledge that we sell the personal information of minors under 16 years of age. FOR EXTERNAL PROCESSING We transfer information to our service providers and other partners who process it for us, based on our instructions, and in compliance with this policy and any other appropriate confidentiality and security measures. These service providers and partners provide us with services globally, including for customer support, information technology, sales, marketing, data analysis, and research. For example, contact information/identifiers are used by our customer support providers, and usage information/network activity are used by our data analytics providers. Our service providers and partners do not disclose or sell your personal information to others. FOR LEGAL REASONS OR TO PREVENT HARM We may preserve or disclose information about you to comply with a law, regulation, legal process, or governmental request; to assert legal rights or defend against legal claims; or to prevent, detect, or investigate illegal activity, fraud, abuse, violations of our terms, or threats to the security of the website or the physical safety of any person. Please note: Our policy is to notify you of legal process seeking access to your information, such as search warrants, court orders, or subpoenas, unless we are prohibited by law from doing so. In cases where a court order specifies a non-disclosure period, we provide delayed notice after the expiration of the non-disclosure period. Exceptions to our notice policy include exigent or counterproductive circumstances, for example, when there is an emergency involving a danger of death or serious physical injury to a person. If we are involved in a merger, acquisition, or sale of assets, we will continue to take measures to protect the confidentiality of personal information and give affected users notice before transferring any personal information to a new entity. YOUR RIGHTS TO ACCESS AND CONTROL YOUR PERSONAL DATA We give you tools to access and control your personal data, as described below, regardless of where you live. If you live in the European Economic Area, United Kingdom, and Switzerland (the “Designated Countries”), you have a number of legal rights with respect to your information, which your tools allow you to exercise, as outlined below. Accessing, Changing or Deleting Your Data; Objecting to Data Use. The CCPA gives you the right to request that we disclose what personal information we collect, use, disclose, and sell from you, as well as the right to request the deletion of your personal information that we have collected or maintained from you. If you wish to exercise your right to know or your right to delete under the CCPA, or to otherwise access, change or delete your personal data with us, please contact us using one of the following methods: Call us toll-free at: (888)-210-1201 Submit your request via interactive web form HERE Email us at Privacy@AnswerLab.com. We may require you to submit certain personal information such as your name, your email address, and/or your company name to verify your identity when processing a CCPA request. We will only use such information for the purposes of verifying your identity and for security or fraud-prevention purposes. We will delete any new personal information collected for the purposes of verification as soon as is practical after processing your request. An authorized agent providing us with written permission to do so may submit a request to know or a request to delete on your behalf. However, we may still require you to verify your identity directly with us. Under the CCPA, you have the right not to receive discriminatory treatment for the exercise of the privacy rights conferred by the CCPA. We do not discriminate among website visitors based on whether you exercise your rights under the CCPA. If you choose to delete your data, please note that it may take up to 60 days to delete all of your information, like data stored in our backup systems. This is due to the size and complexity of the systems we use to store data. We may also preserve data for legal reasons or to prevent harm, including as described in the How Information Is Shared section. If you wish to change or stop the receipt of any notifications from us, please contact us at Privacy@AnswerLab.com. If you live in a Designated Country, in certain circumstances, you can object to our processing of your information based on our legitimate interests, including as described in the How We Use Information section. You have a general right to object to the use of your information for direct marketing purposes. Please contact us at Privacy@AnswerLab.com to control or stop our marketing communications to you about AnswerLab products. Please also review our Cookie Use statement for your options to control how we and our partners use cookies and similar technologies for advertising. Restricting or Limiting Data Use. In addition to the privacy controls that we offer, if you reside in a Designated Country, you can seek to restrict our processing of your data in certain circumstances. Please note that you can always ask, at any time, to have your data deleted. If you need further assistance regarding your rights, please contact our Data Protection Officer at Privacy@AnswerLab.com, and we will consider your request in accordance with applicable laws. If you reside in a Designated Country, you also have a right to lodge a complaint with your local data protection authority. DATA RETENTION & DATA TRANSFERS We keep your personal information, like your name and email address, for as long as we need it to serve you. You can use tools or contact us to delete the data. We also keep information about you and your use of the website for as long as necessary for our legitimate business interests, for legal reasons, and to prevent harm, including as described in the How We Use Information and How Information Is Shared sections. We are responsible for personal information that we transfer to others who process it on our behalf as described in the How Information Is Shared section. If you have a complaint about our information transfers, please contact our Data Protection Officer at Privacy@AnswerLab.com. Please note that we operate in the U.S. and U.S. privacy and data protection laws may differ from, and are potentially less protective than, the laws of your country. You agree to this risk when you submit personal information on our website and click “I agree” to data transfers or when you consent to the use of cookies. If you later wish to withdraw your consent, you can delete your personal data as described in the Your Rights To Access and Control Your Personal Data section. ANALYTICS AND ADVERTISING SERVICES PROVIDED BY OTHERS We work with partners who provide us with analytics and advertising services. This includes helping us understand how users interact with the website, serving ads on our behalf across the internet, and measuring the performance of those ads. These companies may use cookies and similar technologies to collect information about your interactions with our website and other websites and applications. Any personal information so collected is used for these purposes and not for any other purpose, and such information is not sold to others. To learn more and about your privacy choices, please read our Cookie Use statement. INFORMATION SECURITY We work hard to keep your data safe. We use a combination of technical, administrative, and physical controls to maintain the security of your data. No method of transmitting or storing data is completely secure, however. If you have a security-related concern, please contact our Data Protection Officer at Privacy@AnswerLab.com. CHANGES TO THIS POLICY In the future, if we make material changes to this policy, we will provide an alert to such change on our website. You should review the revised policy before deciding if you would like to continue to use the website. WHO WE ARE AND HOW TO CONTACT US If you have questions, suggestions, or concerns about this policy, or about our use of your information, please contact our Data Protection Officer at Privacy@AnswerLab.com. You may also contact us at: AnswerLab, LLC Attn: Legal Department (Privacy Policy) 575 Market Street, Suite 2600 San Francisco, CA 94105 RESEARCH STUDY PRIVACY PRACTICES From time to time, we conduct research studies for a client to improve its understanding of how users interact with its prototypes or its live digital interfaces. For these research studies, we collect a variety of information from the study participants. Under the California Consumer Privacy Act (CCPA), study participants have the right to request that we disclose what personal information we collect, use, disclose, and sell, and the right to request the deletion of their personal information that we have collected or maintained. Information We Have Collected in the Last 12 Months In these studies, we observe how study participants interact with applications and devices and interview study participants about their experiences using those applications and devices. We record these observations using, for example, cameras (for video and photographs), audiotapes, and screen captures. These recordings may contain the likeness of a study participant. We also use eye-tracking technology to analyze where a study participant’s eyes are focused and for how long. As part of the screening process for studies that use eye-tracking technology, we ask prospective participants if they have eye conditions, eye diseases, or whether they have had LASIK surgery. For studies in which we perform healthcare research, we may also ask study participants for certain protected health information (PHI). We do not otherwise actively solicit disclosures of a study participant’s medical history or PHI. We also ask study participants for certain personal information (e.g., name, age, gender, etc.) in order to tabulate the study data that we collect. How We Have Used and Shared Information in the Last 12 Months We use the study information that we collect to produce research findings and recommendations, and we share those findings and recommendations, as well as the collected study information itself, with our client sponsoring the study. Neither we nor our client will publicly display or distribute study information (including recordings or likenesses) without a study participant’s written consent, except in limited circumstances as described above in For Legal Reasons Or To Prevent Harm in our privacy policy. Information regarding eye conditions, eye diseases, and LASIK surgery is used solely to screen out potential study participants in studies that use eye-tracking technology and is not otherwise used or disclosed to anyone outside of AnswerLab or our client for any purpose, except in limited circumstances as described above in For Legal Reasons Or To Prevent Harm in our privacy policy. For studies in which we perform healthcare research, any health information related to a study participant (that we solicit or that is incidentally disclosed to us) is used solely for purposes of the research in those studies. Any health information incidentally disclosed to us and unrelated to the subject of a study is not used or disclosed to anyone outside of AnswerLab or our client for any purpose, except in limited circumstances as described above in For Legal Reasons Or To Prevent Harm in our privacy policy. Neither we nor our client sell your personal information. Because we do not sell your personal information, we state that we have no actual knowledge that we sell the personal information of minors under 16 years of age. Your Rights To Access And Control Your Personal Data If you are a study participant, you may access and control your personal data, as described below, regardless of where you live. If you live in the European Economic Area, United Kingdom, and Switzerland (the “Designated Countries”), you have a number of legal rights with respect to your information as outlined below. If you wish to exercise your right to know or your right to delete under the CCPA, or to otherwise access, change or delete your personal data with us, please contact us using one of the following methods: Call us toll-free at: (888)-210-1201 Submit your request via interactive web form HERE Email us at Privacy@AnswerLab.com. We may require you to submit certain personal information such as your full name, phone number, and/or study date and location to verify your identity when processing a CCPA request. We will only use such information for the purposes of verifying your identity and for security or fraud-prevention purposes. We will delete any new personal information collected for the purposes of verification as soon as is practical after processing your request. An authorized agent providing us with written permission to do so may submit a request to know or a request to delete on your behalf. However, we may still require you to verify your identity directly with us. Your Right to Non-Discrimination for the Exercise of Your Privacy Rights Under the CCPA, study participants have the right not to receive discriminatory treatment for the exercise of the privacy rights conferred by the CCPA. We do not discriminate among study participants based on whether they exercise their rights under the CCPA. Please note, however, that if you ask to have your data deleted after you have completed your participation in a study, or opt out of sharing your data before it can be used by the client, you will be required to return any payment or incentive that you have received in exchange for participating in the study. Such payment or incentive reflects the value of the study data we collect from you, including the marginal value of the study data itself to our business and the expenses related to the collection of the study data. Upon receiving the returned payment or incentive from you, we will delete your data and, if we have already provided your information to our client, we will ask our client to delete all of your data. Deletion of Data If you choose to delete your data, please note that it may take up to 60 days to delete all of your information, like data stored in our backup systems. This is due to the size and complexity of the systems we use to store data. We may also preserve data for legal reasons or to prevent harm, including as described above in For Legal Reasons Or To Prevent Harm in our privacy policy. In addition to the controls offered above, if you reside in a Designated Country, you can seek to restrict our processing of your data in certain circumstances. Please note that you can always ask, at any time, to have your data deleted. Please note that, for healthcare studies, our researchers and our client may still use or disclose health information they already have obtained about you as necessary to maintain the integrity or reliability of the study research. If you need further assistance regarding your rights, please contact our Data Protection Officer at Privacy@AnswerLab.com, and we will consider your request in accordance with applicable laws. If you reside in a Designated Country, you also have a right to lodge a complaint with your local data protection authority. Data Retention We keep your personal information for as long as necessary for our legitimate business interests, for legal reasons, and to prevent harm, including as described above in For Legal Reasons Or To Prevent Harm in our privacy policy. Please note that we operate in the U.S. and U.S. privacy and data protection laws may differ from, and are potentially less protective than, the laws of your country. Other Information For more information about our Research Study Privacy Practices, please follow these links to the corresponding sections above: Information Security Who We Are and How To Contact Us Subscribe to our newsletter Join our growing community of UX researchers, designers, product managers, and senior UX leaders from the world’s leading brands. 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