Likelihood to Recommend
Tester skill and experience is varied so it's important for the project manager to properly understand your requirements. The better they can build a team to suit your needs, the better your results will be. This will require a number of test cycles and fine tuning to get it right. It also fares better with consumer applications which are designed for the "common" user. For example, if you have a niche product designed for businesses, this type of testing may not be a good fit.
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UserTesting solves the problem of recruitment. Thanks to UserTesting I can recruit participants from different countries around the world with the characteristics I need. Recruitment is a very difficult process for a small research team and I sometimes still struggle with that; for example, when recruiting minors for research. But not having to do the whole recruitment and reward process is a huge benefit.
Read full review Pros In-the-wild testing - it cannot be done internally. It's impossible to cover the wide matrix of devices and OS versions. Exploratory testing - more eyes see more. Every mind is unique and thinks of a workflow differently - provides better coverage of the product. Care provided by test lead is essential - they help a lot with initial bug triage and bug transfer to our internal systems. Retest of found tickets once they are fixed - saves time! Applause people make a good effort to create a relationship, it's not just business. Read full review 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. Read full review Cons In using MBM (Mobile Beta Management), it would be better to have the surveys be based on completion of a specific task instead of time or number of app access. This might be a little more complex to set up, but would be well worth it. A "stakeholder management" view would be nice to allow those not normally using the tool to get a quick status of testing. A "stakeholder management" view for MBM would be nice to allow those not normally using the tool to get a quick status of progress and user feedback. Read full review 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. Read full review Likelihood to Renew
The one missing point is for the price - it's quite expensive to maintain the service to the extent of how we use it (dozens of test cycles and hundreds of test case hours on monthly basis). However the benefits still weights the price, especially when thinking of the price of potential hot fixes. Still, the price can be a reason to take a look on how competition is doing.
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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.
Read full review Usability
The UI and the whole app is updated on regular basis, quite often actually. There are some cool features, like integration with several other bug tracking tools, which makes the bug management really easy. However there are some key usability issues within some of the less used workflows, which brings the score down a bit. They need to work on better switching between products and better bug search, especially across purchased products.
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The video review interface is user-friendly and makes it easy to navigate between different test responses. This helps us quickly analyze and understand the feedback we receive from users.
UserTesting's platform is straightforward and intuitive to use when setting up tests. We can easily select the type of test we want to conduct, define our objectives and criteria, and invite participants to take the test.
Read full review Reliability and Availability
Never encountered any problems
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Perfectly fine. Never had any problems.
Read full review Support Rating
I know the score doesn't really correspond with my earlier answers, but I have really special relationship with the Applause people. I don't really go through official support. I rather use my internal connections to make my request handled as soon as possible - and it works really well! I don't need to go through the official channels. And it's known that the unofficial ones are much more effective. I can confirm!
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The support team at UserTesting is super helpful, responsive, and overall respectful and nice. They respond to your chat requests very quickly if you need immediate support within the tool, where time is of the essence. If you need support via email, they are quick and responsive there too. They are also very nice and helpful
Read full review Implementation Rating
I didn't need to be involved at all. It was seamless from our perspective. All products were inserted in by Vendor, only Test Cycles we needed to insert ourselves initially. Now even that is handled by Vendor. The only thing we need to pay attention now is - to request cycles at the right time and review the bugs found during the test cycles. Nothing else. Very good experience!
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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.
Read full review Alternatives Considered
By the time we signed the contract, there was no competition to Applause (back in time the company was called uTest). Ever since, we didn't evaluate anyone else because we built a very close relationship, which works for both sides. I think Applause is the furthest in building the test community
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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.
Read full review Scalability
The package we have limits the number of people who can set up tests. This prevents us from scaling the use of the platform.
Read full review Return on Investment Positive - we were able to provide good QA on an increased number of deliverables in a shorter period of time. - great interaction with the Applause team, test leads and others - high quality candidates added to our team Negative - the contract model (based on number of projects for specified monthly periods) was a little tricky for our development life cycles and left us at times wanting to engage test cycles but unable to do so while simultaneously having a project sitting idle for weeks after test cycles completed. Our business model was not a great fit for the contract model. Read full review 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 Read full review ScreenShots