Alida CXM (formerly Vision Critical) is designed to enable users to listen to direct & indirect sources of customer feedback, perform automated actions on collected feedback and have complete visibility into key customer experience metrics so users can create exemplary customer experiences day after day. Alida CXM offers a holistic customer experience platform that brings in both operational and experiential data, integrates this data with the tools to collect, understand and action customer…
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UserTesting
Score 8.1 out of 10
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UserTesting aims to enable every organization to deliver the best customer experience powered by human insight. The vendor states that with UserTesting’s on-demand Human Insight Platform, companies across industries can make accurate customer-first decisions at every level, at the speed business demands.
From my experience, I believe that Vision Critical offers the best software to manage an insights community. They are great to work with, and my opinion has only improved over time. However, that doesn't mean it is the best survey software overall. If someone simply needs to program and distribute surveys, this may or may not be the right solution. There are some other really great survey tools on the market that are competitively priced and offer very intuitive interfaces (like Qualtrics). If you are going to recruit people to answer surveys or provide feedback on an ongoing basis (re-contacting and engaging with the same people repeatedly), though, Vision Critical would be my #1 recommendation.
It's the best for A/B tests or tests where you need a broad audience. If you don't need a real niche audience (that you should recruit then rather yourself), then you can rely on UserTesting. It's good because it's so quick, almost instant, it takes about 10 minutes on average before I can start reviewing and documenting sessions.
Taking notes with video clips. I can take notes while I am watching a session and I can create clips of UX issues or bugs occurring. This really helps when I share them with other teams.
Exporting all your notes. I analyze all usability tests by exporting my notes from UserTesting. I wish I could bulk export multiple tests though.
Setting up demographics. This helps me reach out to users who are similar to our audience.
Setting up screeners. Some studies require specific audiences (using a specific tool etc.), by setting screeners I can make sure I reached the correct audience.
The functionality when creating a new questionnaire is rather clunky, particularly when there are a few conditional factors in the logical flow; being able to see those factors and how they apply with some sort of other logical layout would really help when creating a longer survey.
There are quite a few steps that aren't intuitive when launching a survey, for instance all the various dates (launch date, reserve date, survey date, etc etc etc). If there were a description field if you hovered above labeled areas of sections that explained what this field was for that would really help
It doesn't help either that the entire site is grey; it's a cold environment to be in for a long time, and the simple design makes it seem more clunky than it probably really is.
The organization of the work spaces/dashboards could use some work.
I don't feel as supported as I used to from a customer success perspective. I used to have dedicated, go-to professionals to reach out to about my account who knew my project context, account history, etc. Recently we've been pushed into general support pools, and it doesn't feel like my account gets any personalized attention anymore.
I would like to see a more refined experience for collaborators - the test plans I share with them are plain text/hard to read.
Would be nice to be able to conduct focus groups using this tool.
Vision Critical often requires you to dump the data to a statistical program. I hate that step. You waste time, and improve the chance of data being lost, or changed.
I'm very happy with my experience of the product and the level of service and learning resources they provide. If the service becomes more expensive than it currently is then we might not be able to justify additional cost - but this is theoretical. I would recommend UserTesting and would ideally renew our contract.
I think there is a ton of room to improve, in things as simple as aesthetics and other areas of logical flow when it comes to creating and then launching a survey, as well as providing descriptors for what each field is referencing. For instance, there are like 5 date fields to be filled out, but no button near them that says "this date will determine _________" and I am not about to go back into the training module, which was confusing enough to FIND, let alone work through to find just ONE answer.
User Testing is very easy to use. You first select the profile of your participants. This is as simple as checking on checkboxes and creating some questions to target the right market and user. You may also just send the tests to your own customers with a simple link. After selecting your audience, you just need to drag and drop the tasks and set them up. You're always guided throughout the process and if you're missing something, the user testing platform will let you know. Really simple stuff.
Absolutely fantastic support team. Willing to help you online through vast collection of how-to guides and resources, online via chatbox, or over the phone. Even though we were in different time zones, they were always available. Very helpful and knowledgeable
When we had issues or questions, it often took a long time to receive a response from the support team. This delayed our testing and caused frustration for our team.
Not helpful in our specific questions
When we did receive a response, it often did not fully address our specific questions or issues. This made it difficult to resolve problems or move forward with our testing.
From a technical perspective, the implementation was extremely smooth. Most of the change management / implementation hurdles were clearing use of the tool through our various security, legal, and information privacy teams. Once these concerns were addressed (UserTesting.com was very helpful in providing all the needed documentation), the implementation process was very simple and we were able to get going right away.
UserTesting allows for a quicker recruiting process for our studies. Additionally, UserTesting has more unmoderated research features and capabilities. I think that their payment model is also easier than UserInterviews. We typically user UserTesting for reaching our hard to reach segments and recruiting prospective users not already within our product user population.
Our use of Vision Critical's software has allowed us to dramatically increase the amount of research that we do, at a much lower cost. Since there is no incremental cost for each survey we field, we can ask many questions we wouldn't have been able to otherwise.
Our use of an insights community has also sped up the research process, allowing us to write, program, field and report on a survey within only a few days.
Because of the two advantages listed above, we have been able to listen closer to our customers' opinions.
Cost savings of over $100K as we dont involve our research vendors as much as we used to do in the past
Better tested experience get out in the market quickly even when we don't have enough time available with our researchers; our designers who are well-trained on usertesting.com can test out quickly
