Lyssna vs. Usabilla (discontinued) vs. UserTesting

UsabilityHub is well suited for remote unmoderated testing. Responses are captured very quickly and live updates allow the user to keep track of how the test is performing. The types of testing that make the most sense to use on UsabilityHub are preference test, first click test, navigational, and design surveys. It is less appropriate for one-on-one testing and lengthy questionnaires.

Incentivized

If we could select 0/10 we would... We would not recommend anyone using this product as it excludes a very important user group, disabled users. If you use this product you will be failing ADA and WCAG 2.1 (EU Directive for public sector websites and mobile apps). In my opinion, you will be vulnerable to lawsuits.

UserTesting has been great for moderated customer interviews/usability testing as well as for unmoderated testing of messaging, imagery, prototypes and live experiences. I would say that the scope of what you want needs to be limited, as the participants are only paid so much and tests are supposed to not exceed a certain amount of time. For customer interviews, I think it can be difficult to onboard customers to UserTesting if they have never used it before. If I set up interviews, I don't even have them use the UserTesting scheduling tool, I actually set up all the interviews with the customers myself through the tool (being mindful of time zones!). When we run the meeting, they really don't even know UserTesting is involved. Might be nice for UserTesting to allow the upload/connecting to of a Zoom interview and let it do the transcription/analysis from there.

Incentivized

• Rapid user feedback
• Demographic targeting
• Well presented results
• Easy to use
• Relatively inexpensive

Incentivized

• Continuous feedback such as CSAT or NPS score.
• Monitors feedback trends on recurring surveys through analytics dashboard.
• In context, in the moment data rather than during a follow up survey.

Incentivized

• Product Manager who follows up on your UserTesting usage and gives advice/support when you need it.
• UserTesting University is a great platform to learn how to use UT and general information about research.
• UserTesting can find participants quickly, so you won't need to wait long before you can start the analysis.

Incentivized

• Add additional demographic sorting options for the audience to better meet the needs of B2B users - for example include industry type, functional area, etc.
• Bring back the navigation test type
• Add additional test types

Incentivized

• Styling and positioning of the 'Feedback' button could be improved with more options provided. Right now it seems very basic.
• Triggered surveys and popups would also benefit for more styling and control over how the survey is presented to users. Sometimes it can be hard to match your brand to the out-of-box options available. I've seen more flexible versions of this in other providers.
• Notifications of negative feedback (delivered via email) could be improved. We like to try and take immediate action and the notifications haven't always made this possible. I'd also like to see more notification options added to triggered campaigns and surveys.

Incentivized

• Sometimes there are restrictions around types of research that can be used for moderated user-testing with our own users.
• For tests on relatively small areas of a website or app, the AI analysis seems rather overblown, like it's trying too hard to come up with something insightful when the test is actually about something quite small (e.g. structure of a mobile app menu).
• It's difficult to invite our own users to unmoderated user-testing because they wouldn't know how the UserTesting interface works - this is particularly an issue for mobile research.

Incentivized

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.

Incentivized

Due to its simplicity and design it is really easy to navigate. You can clearly understand which sections you have completed and which are still left to be done. It is also really easy to change ordering of content etc, which I have found hasn’t been an option in other tools which means it is a really lengthy task of rewriting all of the tasks or questions to get them in the correct order that is desired.

Incentivized

The interface to configure the questionary is quite easy to use. It helps to give autonomy to marketing teams. Once the initial setup is made (integrating a basic javascript code on your website), you can easily deploy any questionary on any page of your website. Usabilla is a very flexible tool overall.

Incentivized

It's very good, I have used other tools in the past and this is by far the most intuitive and user friendly. Testament to this is the ease with which other non researchers who have been onboarded to the tool with our additional seat have found it easy to use

Incentivized

Never encountered any problems

Incentivized

Perfectly fine. Never had any problems.

Incentivized

If we could select 0/10 we would... If Usabilla were to fix their accessibility issues we would consider keeping our subscription to them, but as it stands this does not seem possible as Usabilla does not seem interested in making the platform accessible.

I have contacted UserTesting's customer service online, by email, or by phone a few times, and each time, I have encountered the same professionalism and expertise. Even in person during a work event, they were there, and it was the same experience.

Incentivized

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.

Incentivized

UsabilityHub provides very fast, short responses to specific questions about a static image of a website. This is useful for checking what is most prominent on a page, what they would click on, what they see/read within the first 5 seconds of landing etc. WhatUsersDo is a broader tool, that records the screen and audio as a user navigates the website. You can set tasks and ask questions, but it much more about the user journey experience and their opinion, rather than testing a particular feature. Feedback also takes a bit longer. Hotjar is a combination of both, its a screen recording which helps you to see where users click and move to, but there is no audio or text feedback, just heatmaps/click maps for watching user behaviour.

Incentivized

I have Hotjar, Sprig, and Usabilla in my workplace. Usabilla unfortunately has the most limited feature set of the 3 options. The difficulty of administering a Usabilla survey on mobile is a big blocker for my projects. Sprig and Hotjar both allow mobile and allow video recordings (either of a user's screen or a user's webcam for impromptu interviews).

Incentivized

The quality of the participants: they usually have good feedback and act like "professional" users. Which is good when we want a few insights in a short amount of time. Also, the interface is good. I miss having more features, like a good transcription tool like we have in Condens

Incentivized

The package we have limits the number of people who can set up tests. This prevents us from scaling the use of the platform.

Incentivized

• Increase in testing frequency per quarter.
• Increase in approved projects for developments.
• Few reverts per project.

Incentivized

• Positive - gave us more insight into our user's journey post purchase.
• Positive - let us know what problems our users were having with our account portal through moment of truth surveys.
• Positive - gave us numbers to show to leadership that quantified the digital customer experience.

Incentivized

• Content is key to the sign up journey and UserTesting helps me improve that.
• UserTesting has helped me improve the Cashier on our site, making it easier for users to deposit money.
• UserTesting is helping me iterate all our content decisions, helping us improve the UX across all platforms.

Incentivized