Dovetail vs. UserVoice

I find it really useful and time-saving. Compared to conducting the analysis and synthesis manually as I used to do, this is a really big improvement. The one thing that is missing is taking into account users' non-verbal data, for instance, pauses, confusion... So it is important that the researcher adds this themselves to their results. Dovetails is especially useful if your script is very structured, so you can categorise your data following it. Less so if you have a semi-structured script or you need to rely on the user's non-verbal cues

Incentivized

UserVoice is well suited if you field a lot of feedback and ideas from clients. If you are a company who is building your software based on customer feedback, it is important to have a place to store and organize this feedback. I think UserVoice is ideal for a company whose feedback comes into one team but needs to be passed along to another (i.e Support to Product). UserVoice is also great for companies that are growing and growing their product quickly.

Incentivized

• Tagging with a teammate. This is great for general topics and tracking trends for later analyze. We usually cross tag by sentiment + topic from our testing session. Creates a system that can be used by multiple people.
• User repository. For each interview we create a new user or cross reference if existing. This helps us keep track of who we have talked to across sessions and helpful if we want to see the change in responses for various features as we move through the app development process.
• Having all the tag options in the insights. I like having the columns where we can mark it by progress, type, user working on it, status, etc.

Incentivized

• Customer feedback - gives intense insight about what you should build next
• Customer service interface - easy to use, helps users find help without contacting us
• Admin interface - easy and quick to help customers

• Increased metrics tracking for individual projects/folders.
• Use case sharing across different companies...how are others utilizing Dovetail that maybe we haven't even considered yet...maybe in a newsletter.
• Research Newsletter development feature, direct from/within Dovetail, would be amazing. What my team primarily does now is link reports into an email or email builder tool. It would be amazing if maybe AI could whip that up for me in the Dovetail platform..

Incentivized

• Doesn't always catch obvious spam/we have to do a fair amount of blacklisting
• Doesn't have multiple language options
• No online/email tech support available. You have to call if you have an issue.

Incentivized

Because we are really happy with the tool and it’s capabilities at the moment. The price increase is the main issue we can have but the features are getting better and better. It really saves a lot of time for our team and allow us to collaborate more efficiently with certain stakeholders that often did not réalise how much research we conduct. Now they can just have a look to it by themself!

Incentivized

I just really liked UserVoice.

As I said, since the navigation changed, I’m a bit lost. The previous structure felt more intuitive, and I could quickly access the sections I needed. Now, some areas seem reorganized in a way that’s less predictable, which slows me down. I sometimes have to click through multiple menus to find specific features or content

Incentivized

The day-to-day usability is good. More technical settings require a bit more effort.

I’ve never had any access issues with Dovetail, so I don’t see any problems in that area.

Incentivized

Regarding performance, I would say it’s satisfactory. Adding data and transcriptions is really fast and efficient, and can be done in the background, so I’m never hindered by these aspects. However, all the new AI-generated features are still somewhat slow to run. It’s nothing major, but it should improve in the future.

Incentivized

Support was good, especially when it comes to the capability of your support agents and engineers. But as i am located in Europe, the difference in the time zone made it hard to communicate with your offices and kept my work way back

Incentivized

Always very responsible and helpful when an issue happened. They eat their own cooking when it comes to using their products.

The training went very well, and we co-built it to really address our needs. I also think it was beneficial to have feedback coming from someone other than myself (since I manage the tool), as it helped reinforce the points I wanted to highlight. The team’s feedback on the training was very positive.

Incentivized

Have clear goals and owners established before you start using any tool like this. Very important to get accounts and rights setup so that there's no lag time in customer response once things go live. Make sure IT is involved if you plan to use the Single-Sign On (SSO) or any of the access control tools.

We currently have access to both of the listed programs through our company, but they were lacking in the ability to either accurately transcribe the interviews (which would lead to extra effort and time going in to correct the transcription errors) or would not analyze interviews at all and could only handle text which, again, would rely on accurate transcriptions to get insights and analysis. Having it all-in-one was the much better option.

Incentivized

I like the ease of integration into web and mobile apps for UserVoice. It's also a comprehensive bug reporting, user feedback, and knowledge base tool.

Incentivized

Management is quite straightforward; it’s easy to change access if certain stakeholders need to use it. The repository features are accessible to all teams, making it a good entry point into the tool. The more people use it, the more powerful the tool becomes, so it seems truly scalable to me. The limits are more financial, in terms of accessing additional features.

Incentivized

• The first biggest ROI is the time savings. As a research team of one, there is only so much that I can do with my bandwidth. Dovetail allows me to close out research projects much faster than doing it manually. I can upload video interviews, highlight and tag parts of the transcript that relate to research questions, and easily summarize. Highlighting allows me to get the perfect soundbite for a research readout, and overall, Dovetail has helped me move faster and with greater accuracy.
• Another huge ROI for us is the improved productivity. Product managers, designers, and other colleagues can easily go into Dovetail and ask the chat/search for answers to questions they are trying to figure out. All of this without having to reach out to me, the solo researcher. This saves me a ton of time in Slack messages and meetings.
• The value of the repository itself is huge. Since all of our research is stored in Dovetail, we can easily search previous research to ensure we are not duplicating efforts or even missing key customer information that may have come up in a separate study. This gives our research a longer shelf life, making it even more valuable.
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Incentivized

• Has allowed us to more quickly answer learner questions
• Has allowed us to more easily manage our FAQs page/front facing support information
• Has provided us with a tool to gather daily feedback from our users

Incentivized