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December 13, 2020
UserTesting is being used by the Design department I work in. We use UserTesting to reach qualified users for unmoderated formative testing of new interface designs, or for user acceptance evaluations of functionality to determine fit to their work and use cases. We have also used UserTesting to ask participants to share sample documents, demonstrate their use cases and explain the broader context/needs around document workflows.
- Usability testing on phone and web
- Understanding real world use cases
- Understanding real world document examples
- I wish the interface was not implemented as "pages" where you have to save your work or risk losing it if your connection drops. I would prefer to have my work autosave or use an application I download to my computer.
- It can sometimes be hard to tell where people are tapping when watching the recording of people using their phone
- Video clips are very easy to make, but there's no way to rename clips after you save them
December 02, 2020
As a product development analyst, I work across departments who are designing and releasing various databases of aggregated news content. I use UserTesting to test all new features being added to existing products and to test new products that are being developed. In our market, our customers (librarians) and our users (students & library patrons) are different people. UserTesting allows me to get user feedback, instead of just customer feedback.
- UserTesting allows me to carefully target the right users. This is so important to us. I've been able to recruit students, teachers, librarians, scholars, genealogists.
- UserTesting allows me to take notes as I am watching videos, making my job much easier and efficient.
- UserTesting customer support is very responsive to any problems that arise.
- The voice to text transcription service could be more accurate.
- I would love to be able to create a report of my notes.
December 01, 2020
We use UserTesting to get quick feedback from both our competitors and our prospects. It is a great way to test prototypes or our live app on both desktop and on mobile platforms. The participant panel is one of the best features and gives us access to people we might not have found on our own. The user research team are the primary users of UserTesting, but we are trying to get designers and product owners to also use the tool with our oversight. More and more designers and product owners are coming to the research team to get quick feedback, which can help to drive their design rather than making guesses. Having data to support design decisions makes us feel much more confident before releasing a redesign or getting feedback on a conceptual design or adding new functionality to our product.
- Unmoderated usability testing--gets feedback really quickly on designs and allows me to easily change and iterate to make sure we are headed in the right direction.
- Mobile app testing--allows me to see the customers using our app live rather than in a test environment. Running some studies as scripted vs. explorational has been really useful.
- Recruiting prospects--this has always been a challenge and there seem to be a good set of panelists who are small business owners.
- Video Recording is simple--you don't need to remember to press record; it happens automatically, and you can then view the tasks for each session separately to make it easy to analyze results.
- Video clip highlights--makes it really easy to add clips to presentations. No more excuses not to include video clips!
- Good customer support--very responsive and helpful!
- Reporting is weak. The Excel spreadsheets that can be downloaded are cumbersome to use and the questions don't translate well to quickly summarize the data.
- You can create a library of screener questions, but I'd also like the capability to create a library of study questions.
- Limited capability to copy a study to a different study type, for instance I can only copy if I am creating a similar study type.
- Limited search capability, which seems to be getting worse. I had added tags so I could find studies/participants, but this is no longer working.
- Needs to allow for more/better formatting for questions. I want to be able to highlight important information and the HTML tags do not always display properly even though I am only using supported commands.
- Needs a the capability to preview for mobile studies.
November 24, 2020
We use UserTesting as our main customer research tool. It allows us to quickly get in touch with customers and gather feedback on our sites and experiences. Our team recently just increased our licenses from two to ten so that we can democratize research across the org. It's a great way to get real feedback from real users in a quick and efficient way.
- Speed
- Cost
- Broad participant pool
- Transcription is not great for users who are non-native English speakers
- There are some "bad apples" in the participant pool so you have to do careful screening
November 24, 2020
We have used UserTesting in the Global Digital Marketing Team to test our global digital assets. We were tasked to design, develop and maintain a website for one of our global brands and this website would then be adapted into more than 100 countries. During the research and design phases of this project, we used UserTesting to conduct tests on prototypes and developed websites. These tests helped us validate some of the choices we made and change the ones that did not work. Our reason for choosing UserTesting was its global user base. While it's very strong in the USA and other English speaking countries, UserTesting proved to be effective in other countries as well which helped us as we are a global company.
- Very large user base, which makes it very quick to gather responses.
- Easy-to-use interface for creating tests.
- Ability to take notes and create short clips from test videos on the fly.
- While certainly better than competitors, UserTesting should grow its international (non-English speaking) user base.
- The cost is sadly too high for companies who need to do usability tests less frequently, on an ad hoc basis. We'd love to see a per-test pricing option.
October 29, 2020
My organization of 80+ user researchers leverages UserTesting to conduct unmoderated and moderated research studies that support product development. We mostly recruit participants from their panel into our studies but also use the platform to run longitudinal studies with our customers.
- Large panel of qualified participants
- Quick turnaround of session recordings
- Easy to use
- More flexible account permissions for collaborators
- Keep adding to screener logic questions
- Keep adding b2b panelists
December 14, 2020
UserTesting is available across Adobe, not just in the research organizations. In addition to its core value proposition of bringing employees closer to their users, UserTesting also solves some problems on research logistics: sourcing participants (especially non-U.S.), incentivizing participants, a repository for research videos, the ability to code data and edit synthesis videos - all in one platform.
- Immediate feedback from consumers.
- The ability to provide notes.
- Highlight reels.
- Some participants don't qualify for the study, but get in through the screener. It'd be nice to more easily weed out cheaters.
- Some geographies, like China, are not available.
- Because UserTesting decentralizes research, there's concern among research teams that product/design teams will conduct faulty research which leads to faulty decision making.
December 10, 2020
I use UserTesting for income on the side. My co-workers and several of my friends use it as well. Its very simple to use once you get going, you simply click on the studies that are available on your dashboard, answer a few questions and if you make it through all the questions you do a 10-15 minute (unless specified longer) audio recording on whatever the topic is.
- Pay outs: I’ve always received my payment very quickly (within 7 days). They’re extremely trustworthy so you don’t need to worry about not being paid!
- Available studies: There are always several studies available for me to take that are matched up perfectly for me!
- Time efficient: I’ve only ever had to answer 4-7 questions before I know if I’m chosen for a study, which if you’ve tried other survey sites, you know is incredible!
- Set up: The initial download and set up is a bit time consuming and might deter some people from completing it.
- Ratings: The way rating works can be frustrating because ratings are not required. This means that you could do very well on several recordings and not be rated at all but possibly be rated on the recordings that you didn’t do so well on, bringing your average way down simply because the only ratings you receive are bad ones.
December 02, 2020
UserTesting is being used across our Marketing Department. The Email team uses it to test their re-solicitation emails and make sure their emails are informational and compelling. UserTesting is mainly used by our UX & CX Team. We use it to test our mobile app, our website, and expanding to testing our account portal. For the website we are always testing our site versus competitors to see how people research and what information they are looking for. Testing on our quote engine allows us to gain feedback before releasing new updates that could hurt our conversion.
- Easy of Creating Tests: UserTesting has made it very east to make new tests, even for new users they have made it incredibly easy to start making tests and offer great test question suggestions to get started.
- Variety Of Tests: From testing a website, to an app, to an internal software application, UserTesting makes it very easy to test many different products easily and quickly.
- Quickness of Getting Testers: I am always amazed at how quickly my tests fill up! Usually within a few hour I have filled all spots in my tests and I can start parsing through results.
- At first my plan included Balanced Comparison and then that feature was taken away and put on a more expensive plan. That was frustrating because I liked the option.
December 02, 2020
We use it for remote usability testing as well as scheduling, recording, and notetaking of live moderated research sessions (i.e., Live Conversations).
- Quick insights.
- Large participant panel.
- Ability to share and note take sessions.
- Live conversations limited to 60 minutes in *My Recruit* - the Zoom cuts off.
- The calendar to schedule Live conversations is wonky - time slots disappear after submit.
- If an observer drops off/loses connectivity they are locked out from rejoining the Zoom session.
- Have to specify a mobile OR computer live conversation - should work like normal Zoom and connect by either.
- The researcher should be able to assign a participant to a time slot.
- If two researchers are collaborating/sharing moderation only the person who creates the live conversation can launch it - also limiting for teams that have a research ops person.
- Want to be able to set daily limits on sessions- four example, I provide 5 times slots for flexibility, but I only want to book 3 sessions max per day.
- Had some issues with notes and videos not saving.
- Want to have the option to schedule the same person multiple times for the same study -- especially due to the 60 minute limit.
- Like to be able to edit a note DURING a live conversation.
November 25, 2020
We use UserTesting as part of our Experience Strategy and Design process; our UX designers, UX researchers, content strategists, and consumer insights researchers all use UserTesting. We use a lot of functionality: moderated and unmoderated user interviews, prototype testing, and exploratory research.
- Fast results.
- Reliable panelists.
- Robust support.
- UI is a little confusing.
- Extra steps for repetitive tasks (like making clips).
- Highlight reel function is a great idea, but not intuitive to utilize.
November 09, 2020
Our company utilizes UserTesting to gather real insights from our users. It allows us to effectively gauge qualitative metrics in a quick and affordable way. Rather than gathering our own participants, reserving space for testing, or visiting our users' homes, UserTesting empowers us to perform remote user testing. We can launch our tests at the end of a work day, and come back to the office the following day to completed tests. We use it for moderated and unmoderated testing, both with great efficacy.
- Allows for moderated user testing.
- Allows for unmoderated user testing.
- Recruits targeted users for tests.
- Would be nice to see improvements in the dictation features.
- Would like the ability to export highlight reels as a single video.
October 14, 2020
Designers use UT in order to validate their designs.
- Simplicity of conducting user test.
- The UI doesn't have a full screen mode. That means that the user can see all sorts of other elements that don't belong to the prototype. In one case the user clicked the browser's back button which tainted the test.
- The panel with the instructions partially obstructs elements of the prototype. That might taint the test.
- In one case, during the test, a feedback form for UserTesting popped up, also tainting the test.
- The UI also has dedicated back/next buttons. One user used them which also might taint the tests.
October 14, 2020
Our user research organization is situated within the larger design organization at IBM. Our whole user research organization actively uses UserTesting to launch unmoderated tests on design prototypes quickly and at lower costs. Sometimes designers will run studies on there as well. It democratizes research and enables the process to be much more transparent.
- Fast to get participants.
- Video editing.
- Notetaking in the platform.
- Recruiting.
- Can't filter participants until after they've taken the test.
- Video editor isn't super precise, but it does the job.
- Permissions and payment structure are complicated for our organization.
October 14, 2020
UserTesting is used by the User Research department extensively. We use it for moderated and unmoderated studies and I run a study almost every week. The results are shared with UX and Product as well who use it more as viewers. We use to get feedback from users on Expedia's products on an ongoing basis.
- Quick recruiting.
- Unmoderated and moderated study options.
- Compare designs.
- Diverse pool of participants.
- Share video with partners.
- Create clips easily.
- Transcripts that can be exported.
- Combination of different types of questions that can be saved.
- Favorite participants and create your own panel.
- Cannot compare more than 2 designs.
- Cannot delete studies which makes it cluttered.
- Cannot select and publish just certain videos.
- Chat feature with support who are amazing.
October 14, 2020
Currently we are utilizing UserTesting primarily for product design/evaluation within our R&D organization, although we have begun exploring expanding outwards to Marketing related evaluations. We use UT for two main business purposes: to conduct generative research (both with our own customers, but, more importantly, for professionals in the security field who are not our customers) and to conduct evaluative research on prototypes or production features/products.
- Large general panel that makes finding relatively niche participants (in my case, cybersecurity professionals) relatively easy.
- Great, responsive tech support for "how do I?" type questions.
- Access to research professionals to consult on more technical test construction, recruiting, etc.
- Better support and guidance for uploading prototypes - took us a lot of trial and error to ZIP a prototype and get it to work properly on the UT platform.
- No time stamps on the recordings in the dashboard view!
- Additional demographics on participants, such as Job Title and time in role, would be useful.
December 14, 2020

UserTesting has been used primarily by our User Experience (UX) team to conduct usability testing on our online experience, prototypes and concepts, and other retailers for the purpose of competitive analysis. It is a preferred resource for gaining an understanding of how our customers think and behave, giving us key insights on how to develop ongoing projects and prioritize others. While tests are conducted by a single team, the findings are widely shared throughout the company and often referenced by leadership involved in product development.
- Identifying misalignments between a given experience and the user's mental model.
- Understanding user behaviors.
- Evaluating concepts/prototypes.
- Conducting competitive analysis and benchmark studies.
- Providing easily sharable content in the form of quotes, video clips, written responses, and full-length session recordings.
- I would like to see more flexibility with account permissions. Having multiple power users/unlimited accounts can be too expensive for small teams and organizations.
December 10, 2020

[UserTesting] is being used by a department that has purview over the company's website. Only our team uses [UserTesting] and it is specifically for the purpose of our team, improving the usability of our company's website.
- Simple product. Although less features than some key competitors, [UserTesting] centers on its core features and does it well.
- Relationship management is great. One feels supported. Prior signing with [UserTesting], sales team truly tried to understand our need and showcase their product based on that. Once we were users, tremendous effort were displayed to onboard us and offer support
- Whether it's using [UserTesting's] panel or our own, there's a lot of flexibility there to find the right audience for our test.
- I've seen several redesign of late with new features added. Beware of the feature feature feature culture. At some point, the soul of the product can be lost and its value can be depreciated
December 04, 2020

We use UserTesting mostly with the design department to gain understanding of our users. We take our findings and share it with project and product managers and also to the whole organization. Using UserTesting allows us to show current pain points in our websites, preferences to upcoming changes, and also opinions and current trends in our industry.
- Recruitment and filtering of participants is easy
- Customer service is quick, easy, and never a problem
- Writing notes and creating clips are quick and easy
- Wish there was a way to add different audiences after a test has launched
- Wished there was a way to add folders or organizations to the tests
- More controls as to what participants are chosen. For example, I'd like a wide range of participants between ages 18 and 65 and not get 3 18-year-olds in a row.
December 02, 2020

UserTesting is used across all of the organization as the single source of truth for all qualitative testing. Often it's simple to address a company's business needs but difficult to pinpoint customer needs. UserTesting solves this business problem by allowing one to segment testers in a way where you can target a specific audience, ask them questions, have them answer with a verbal or written response, and ultimately...get the customer verbatims you need so that you can address your company's specific customer concerns.
- Results can either be reviewed per user or per question - the per question summary is particularly helpful for getting the gist of a test's results.
- UserTesting's ability to scan users' answers and automatically translate and display their answers in a text summary is very helpful so that you automatically have at least one verbatim per question.
- UserTesting's ability to "clip" just portions of interviews is very helpful for sharing with other members of your company - each clip has its own URL as well which is an added benefit.
- Their search capability/sorting is lacking. If you have a lot of tests it can very quickly get hard to find old tests.
- While the video transcriptions are great - it's often hit or miss due to UserTesting not analyzing the text correctly.
- While the video highlights is a great feature - you have to jump through various hoops to make a clips, make sure the clip is published, etc. - it could be streamlined more.
My UX team, and our director of consumer insights has been using UserTesting for about about two years now, internally. The information we gleam has been invaluable, especially in 2020 when in-person focus groups are difficult to host. We have been able to catch and correct design issues before launch, pivot on design decisions, listen to users' "thoughts" as they complete surveys, listen and watch them complete card sorts for our IA. The options and uses are endless.
- Flexibility- you can do so much with the tool - it's really is up to you.
- Support - between the commUnity, UserTesting University, and their support team, I feel very supported in my testing and never feel "lost."
- Collaboration - it's easy to help my colleagues build out their tests.
- Because its so vast - it can be easy to get lost, and overwhelmed.
- It can be time consuming to go through all the recordings individually.
- The way the tests are organized can be confusing - could work on better organization or filtering to find tests.
November 24, 2020

UserTesting is a great tool for recruiting users for unmoderated user testing. (They have more moderated user testing tools, but I'm not personally familiar with them, so I won't speak to them here.)
Often if we need feedback on a feature or idea but don't want to go through the hassle of recruiting, compensation, and live testing, UserTesting is great for making that entire process very easy.
Often if we need feedback on a feature or idea but don't want to go through the hassle of recruiting, compensation, and live testing, UserTesting is great for making that entire process very easy.
- Easy recruiting
- Easy compensation
- Collect qualitative information on your designs/products very quickly
- Getting other members of your org to watch UserTesting videos can be difficult
- Sometimes your users are too specific to easily recruit with UserTesting
- Video transcriptions can be so inaccurate that they're almost useless. (It's a new feature, but still: it mostly returns gibberish for me at this point)
November 20, 2020

At my company, only the Product Design (UX) team has access to UserTesting. We use it to conduct rapid online usability tests on our UI designs so we can find and correct usability issues before the design is finalized and created in code. As a business, this kind of testing helps us to ensure that our product is highly usable [and] it saves us time vs. creating something in code only to find out that major changes might be needed.
- Provides a [huge] panel of usability test participants
- Allows you to screen participants to only people relevant to your test
- Manages their panel to ensure participants are articulate in their responses
- Provides a pretty simple method of creating unmoderated usability tests
- Their pricing model stinks. I don't see why I should pay per seat license when that doesn't affect their costs. I should pay per usability test conducted.
- If you need multiple seat licenses (e.g. multiple users who can create and administer tests) it gets very expensive very quickly.
- They communicate a LOT at sales time, but I never hear from them any other time of year.
October 31, 2020

UserTesting is used by our Digital Team to influence decisions across the organization - specifically within Marketing, Sales, and Customer Service. UserTesting is used to get feedback on the value of potential digital projects, identify the best solution to customer problems, competitive research, and to improve the usability of public-facing websites and customer-facing portals.
- Creating tests
- Sharing insights
- Scaling research through templates
- Organizing tests
- Robust review process (e.g., legal review, product manager review)
- Variety of question types
- Ability to use for survey / quantitative research
September 21, 2020

UserTesting helps us improve the design and function of our web and mobile app experiences. It is also used for concept exploration and validation by our business innovation team. It enables us to quickly and efficiently learn from existing and prospective customers, so that we can better understand their motivations, expectations, and challenges. UserTesting helps our organization overcome internal biases, and discover the unmet needs of our customers.
- Their massive panel helps us identify the right participants for each study.
- Their session review tools are both powerful and easy to use.
- Their customer support is responsive and knowledgeable.
- Our needs require individual workspaces for each business line, but I can't share clips between them. If a customer provides insight about another business line or the brand overall, I can't include that clip across workspaces.
- I'd like to see the product expand into upstream design/research process, such as journey maps or assumptive personas.
UserTesting Scorecard Summary
What is UserTesting?
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.
Categories: Customer Experience Management, Usability Testing
UserTesting Competitors
UserTesting Pricing
- Has featureFree Trial Available?Yes
- Does not have featureFree or Freemium Version Available?No
- Does not have featurePremium Consulting/Integration Services Available?No
- Entry-level set up fee?No
UserTesting Technical Details
Operating Systems: | Unspecified |
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Mobile Application: | No |