In the third installment of our series exploring Meazure Learning’s approach to proctoring, we answer common questions about our proctoring process and user experience. Featuring insights from our Senior Vice President of Global Service Delivery Operations, Shawne Hodges, this article sheds light on how our proctoring model enhances both security and the testing experience. With over twenty years of experience in operations, Shawne continues to bring a customer-centric mindset to the Meazure Learning team.
How does Meazure Learning’s proctoring process impact the user experience?
Our whole team—from user experience designers to product developers, managers, and marketers—dedicates themselves to truly understanding and anticipating the needs and expectations of our users. We don’t just try to meet the needs presented to us; instead, we try to anticipate future challenges and proactively create solutions that improve the security and experience of our online proctoring solution. This strategic focus helps us continually refine our proctoring approach so that every aspect aligns with our core principles of empathy and integrity.
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Underlying this approach is the belief that every test-taker deserves a fair and stress-free testing experience. We know there’s a lot of pressure and anxiety that can come with taking an exam, so we prioritize clear communication and supportive interactions throughout the testing process. From the moment a test-taker engages with our proctoring solution, our team is there to guide, assist, and ensure they feel prepared and confident.
“We don’t just try to meet the needs presented to us; instead, we try to anticipate future challenges and proactively create solutions that improve the security and experience of our online proctoring solution.”
—Shawne Hodges, SVP of Global Service Delivery Operations, Meazure Learning
How do you help test-takers prepare for exam day?
Preparing for an exam can be a nerve-wracking experience. We provide a range of resources to help quell some of that anxiety and make sure test-takers are fully prepared. One such resource is our “Test It Out” feature, which allows test-takers to check their equipment in advance at any time to make sure everything works prior to their testing time. This helps test-takers avoid technical issues and ensure a smooth start on exam day.
We also have a user experience video that walks test-takers through the entire process from start to finish. This video helps clarify what they can expect on exam day and shows them how the proctoring works. Additionally, we offer extensive support articles with guidance on how test-takers can prepare for their exam session, covering everything from suitable testing environments to our data privacy policy. Combined, these resources help test-takers feel more confident and at ease as they approach their exam day.
How are exam rules communicated to test-takers to ensure clarity and compliance?
I can’t stress enough how important it is for clients and test owners to clearly communicate exam rules to their test-takers. The effects of inadequate test-taker communication can be huge, leading to misinformation, confusion, a lack of preparedness, or accidental integrity violations. These could increase customer service volume for organizations and impact test-takers’ performance during an exam.
We work with clients to establish exam rules, and we help communicate those rules through multiple touchpoints within our proctoring system. For example, a test-taker can review the rules at any time after they’ve scheduled their exam. And we make sure they agree to the rules during the session launch process on exam day. For those using our Live+ or Review+ proctoring services, proctors also communicate the rules to avoid any misunderstandings.
“We do our best to communicate exam rules clearly, but we’ve found that additional guidance from our clients—the test owners—can really enhance the overall testing process.”
—Shawne Hodges, SVP of Global Service Delivery Operations, Meazure Learning
What does the typical pre-exam launch process involve, and how long does it usually take?
Our launch process is designed to balance user experience with high security standards. Launching an exam through our Live+ and Review+ proctoring service lines typically takes about 8 to 12 minutes and involves direct interaction with a proctor. Our Record+ line requires almost no launch time since it’s automated. Regardless of the service line used, however, our standard process includes verifying each test-taker’s identity, securing their physical and virtual testing environments, and requesting consent. This involves acceptance of terms, consent to screen sharing and video recording, and agreement to abide by the exam rules.
When a test-taker connects to their exam session, the Guardian Browser works in the background to restrict computer access and functionality according to configurable administrator settings. In fact, we added another feature to the Guardian Browser in early 2024 that notifies proctors of suspicious computer activity before an exam session starts. I’m proud to say that—as of August 2024—this feature has helped us prevent the use of remote desktop applications and screen-sharing or recording applications before 15,000+ proctoring sessions. By denying these suspicious applications beforehand, we minimize mid-exam disruptions and help test-takers complete their exams successfully.
This launch process is standardized, but we do give clients the ability to skip certain steps for their exams. That said, we always recommend sticking with the standard process to ensure the best experience and security measures.
Can you describe a typical remote proctoring session and the human involvement in monitoring these sessions?
We follow a human-centric proctoring model, prioritizing real people over AI-only proctoring solutions. That means every session has a highly trained professional involved at some point. To be more specific, we rely on certified proctors to watch every minute of synchronous exams and professional reviewers to audit every minute of asynchronous sessions. This approach ensures that test-takers receive nuanced responses that only humans can deliver throughout their proctoring journey.
Even though our proctors may launch a session or be present for its duration, they’re never visible on test-taker screens. This is an intentional choice we made after listening to user feedback: Test-takers reported that visible proctors were a distraction during their exam sessions. Although they may not be present on screen, live proctors can interact via voice or chat with test-takers if needed. If a test-taker engages in suspicious activity, the proctor can invite a trained intervention specialist to the session to resolve the irregularity so the proctor can continue monitoring other test-takers. And if suspicious activity occurs during an asynchronous session, our Incident Center specialists review the video in full to ensure no false flags are acted upon. In case of any confirmed integrity breaches, detailed incident reports are provided to help clients decide which steps should be taken with their test-takers.
Does the proctoring system retain session recordings and make them available to clients? If so, what policies govern those efforts?
Yes, our proctoring system provides real-time and post-session access to all session recordings. This allows faculty, administrators, and program owners to review any session as it happens or afterward. We maintain a default video retention policy of 365 days, though this can be adjusted to meet specific client needs.
These video recordings belong to the testing organization. Meazure Learning is strictly a service provider, so we don’t own the data. I won’t get into all the details of our data privacy and compliance policies, but we use data encryption both at rest and in transit for all exam session videos.
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