UserTesting Reviews

So far so good. I have only had one support issue, where a test was getting paused because participants were unable to proceed forward in the prototype we were testing. Support more or less helped me to identify where the problem was. I wish they would have allowed me to watch the videos so I could see exactly what was happening, but we managed to deduce what was going on and fix things.

Not a 10 because it functions using a "web page" model with no autosave. You have to deliberately save things, which can result in lost work if you have a connection problem or leave the tab open all day without saving changes.

UserTesting is well suited for:
- testing new software features
- testing new products
- gathering feedback on brand and logos
- gathering input on product concepts

Any time I've had trouble, UserTesting responds within minutes. Also, the inline chat feature is very helpful.

All the features work well, there are a couple I'd like to see added, as mentioned in previous responses.

Overall it's a good tool and has great functionality, but it can still be improved and made easier to use. If you are creating something simple, it works best and allows you to get quick feedback, which can help drive decisions. I do like the ability to follow up with participants and most are responsive. I really wish there was improved reporting to make it easier to take the results from the studies and generated summary data. It downloads to an Excel spreadsheet but the formatting doesn't make it easy to summarize the data.
I do like the addition of notes in the downloads so I can see all the data in one place, but it is still time consuming to summarize that data. The Excel spreadsheet should make it easy to analyze the data, not cause me to do manual calculations and recode the data.
I am not too happy with the new pricing plans; they are complicated and make us feel like we are being nickel-and-dimed. For instance, charging to use our own participants (whom we pay) seems excessive and unnecessary.

Support has been great. They are very responsive and helpful, although I do still have some outstanding issues that I am waiting for a response on. I feel like they do care and are trying to help me be successful.

It works well for quick, iterative studies. We use UserTesting for basic usability studies, to understand how users interact with our sites and some preference testing. It's not as good for gathering deep insights on customer needs and motivations. It really good for testing with English speakers, but they have limited global reach and the tool does not support testing in many different languages.

This is the best tool for doing moderated and unmoderated user tests. It's easy to use. It's intuitive. The support team is incredibly helpful. It's much more affordable than the competitors' platform and they are always adding new features. I can't say enough good things about UserTesting.

It's fairly easy to use, especially if you set up saved screeners and templates. It's frustrating that you can't add templates directly from the template library - you have to go to create a new test and do it from there. Also, the reporting functionality is fairly basic. It would be great to have more detailed reporting and analytics.

For companies who need to do usability tests regularly, especially in English-speaking countries, UserTesting is the best available tool. It has very detailed options for recruitment and screening and the support team is always ready to answer whatever question you'd have. However, if you need to do tests less regularly, UserTesting can become pretty costly.

I was very happy with the support I received. The team was very quick to respond and they would help with test designs and recruitment. Also, whenever a test response wasn't up to our standards they were very quick to replace that response with a new one.

The system is very clear and easy-to-use. I like the simplicity of the recruitment and test design pages. I'd also like to mention that the team works regularly on the overall user experience design of the tool and there are regular updates and improvements. One feature that I like to use is creating clips from videos. Overall it's very easy to create those clips and to share them.

It's a great platform for collecting passive and active insights. You can operationalize research lifecycle from participant administration through session administration and insight management.

Support is quick to respond and address issues that we raise.

Easy to use for new users without sacrificing the power of more advanced use features and use cases.

Good for:
1. Talking to consumers, especially in the U.S.
2. Needing immediate feedback on a current experience in production (either yours or another company's).
3. Asking questions that don't require significant follow-ups, given that I use UserTesting primarily for unmoderated research.

Not good for:
1. (In unmoderated use cases) Complex prototypes where a user may dead end.
2. Getting access to business users (though this may have changed).
3. Studies that would usually take 45-60 minutes to complete (unless you want to break things out into multiple studies).

Support is very responsive when I have an issue with a video or a user who shouldn't have qualified for the study. Responses are not immediate, but I haven't experienced issues that warrant an immediate response.

Since I've used UserTesting, the platform has added a lot of features, including moderated testing, tags to more easily find notes and a lot of keyboard shortcuts. I still primarily use UserTesting for unmoderated interviews, taking and exporting notes and making highlight reels. I don't have issues creating the tests I need to create on UserTesting.

UserTesting is perfect for someone who wants to earn a little income on the side. It’s not going to replace a full time job but it’s perfect for someone looking to make a few dollars on their down time! I like to do a couple 10-minute recordings a day which earns me $20!

Customer support is very good. Every time I’ve ever needed to help with something, UserTesting’s customer support got back to me (via email) very quickly and were always super helpful! I’ve seen better customer service before (Discover) but I’ve also seen WAY worse (PayPal). You shouldn’t have any problem getting in touch with someone if you need help! :)

UserTesting’s ease off use and overall simplicity is one of the best things about them! After the initial download and set up, it’s extremely easy getting started answering questions and making your recordings! I’d definitely have to give them a 10 for how easy their website is to navigate and simple their overall layout is!

UserTesting should be considered on any UX & CX team. It is a very important part of our processes and ensures the changes we make can be tested with users before and after launch to make sure we made the right decisions.

UserTesting offers chat support so while I am working I can start a conversation and figure out a problem within minutes. No waiting on the phone for email responses.

UserTesting has made it very easy for even a novice to go in and start making tests within minutes. I have trained team members on UserTesting and usually within 30 minutes they can start making their own tests!

It's good for quick usability insights that can be broadly shared. It's nice for live conversation scheduling, automatic recording, and notetaking.

They are pretty responsive and helpful. They are also willing to pass on product feedback.

Pretty good but please see the Cons I listed.

UserTesting is very appropriate for prototype testing, iterative design testing, benchmarking studies (e.g., comparing functionality of two websites or designs), unmoderated interviews, moderated interviews and any study where you need few respondents. I would not use UserTesting for concept testing or anything where I need more quantitative results, but that is not its intended use so I don't think that's a ding on UT.

Every time I have contacted User Testing, whether it was a participant issue, UI issue, or just a question, they have responded promptly and professionally. I can't think of a vendor I have used that is so GOOD at what they do.

This is one area where I think UserTesting could improve. I've even participated in user testing WITH UserTesting and I was talking about what I wanted to do and how I was trying to do it and they were able to coach me to do those things but honestly, I forgot what they told me so I keep doing my janky workarounds. I just don't have time to mess around and I firmly believe that the UI can and should be so intuitive that I can use it without difficulty.

UserTesting is well-suited to smaller teams that can't facilitate the gathering of participants for tests. It's also good for teams that don't want to deal with reserving space or maintaining the equipment necessary to facilitate these tests in person.

We've never had any issues working with our reps. They've always been responsive and helpful.

It's pretty easy to use. I've seen some users struggle with the interface on that testers' side, but not too often.

The UI has significant flaws which prevents it from conducting accurate tests.

As mentioned, it's bad. Really bad - which is ironic for a company that aims to help you developing great user experiences.

UserTesting is great when you need quick feedback and your test is fairly structured. It's not as suited for concept testing or another type of study where you need to ask a lot of follow up questions or where you need to do a fair amount of explanation. It also doesn't work in situations where you have to share something behind the firewall.

Overall, the support is very prompt and helpful! I've had to contact them a decent amount for various minor issues and they're always really quick to get back to me. Definitely would and do recommend the support team to anyone.

Overall, it's pretty easy to use and pick up. I will say there are minor things that have confused me. For instance, I often forget how to change the name of a study, which seems pretty basic, but I often forget how to do it. It should honestly be a required field before you launch a study.

I love the ease of use, speed with which we can get studies completed. Customer support is awesome and I love that they have incorporated feedback and added requested features over the last couple years.

Availability of agents on chat is great and they are almost always able to address my issue or take down a feature request if they are not able to address.

Ease of use, intuitiveness.

Besides efficiently capturing session recordings that are easy to edit and share, the main value UT provides us is allowing us to scale our research activities without hiring additional headcount. Most of this scaling is possible by allowing us to efficiently recruit security professionals to provide feedback on our products and services. Overall, UT is a not a cheap solution, but it's definitely cheaper than hiring.

Overall I've always found UT support (I primarily utilize the chat feature) to be nothing but responsive and helpful.

For a relatively sophisticated platform with a lot of power and customization, overall I feel the usability is pretty good. I do occasionally run into "where is that feature again?" type questions, but they are pretty rare and tech support is always able to quickly point me in the right direction.

UserTesting is well suited for any scenarios to which an average consumer can relate and behave as they normally do. For retail/e-commerce, it's particularly helpful when trying to get an understanding of how users browse products, find what they're looking for, evaluate product options, etc. It is less useful for scenarios where the user is asked to simulate a specific experience and not fully invested in the task - for example, anything that simulates an actual purchase, as users aren't spending real money and behaving the way a qualified customer might.

Support is quick, professional, and always resolves any issue we have. The support team often responds to emails shortly after a request is sent, and we have a dedicated representative that is eager to share new features, help us get the most out of the platform, and even provide resources to help new team members learn how to use it.

UserTesting offers a user-friendly platform that is easy to understand and quick to master - both as a power user and as a guest/external user with whom we share our testing videos. It's easy to select an audience, build a test script, and launch a usability test (or Live Conversation). They continuously improve the experience and I've witnessed it evolve over the years.

[UserTesting] is well suited when one wants to quickly validate a concept, a prototype but doesn't have access to their audience that easily. It's great for capturing feedback quickly and allowing for the sharing of that feedback (e.g. highlight reels). It's well suited whether one has a digital design to test or even if one only wants to validate a theory, gets some response to an idea.

[UserTesting] isn't that well suited when one wants feedback on physical usability, when one wants to see a user use something in a very particular context.

From sales to ongoing support, [UserTesting] staff have been very responsive and available. Sales really took time to understand our business and our need. Relationship management team took time to onboard us, ongoing support has been useful and effective.

Creating a test or reviewing a video is simple enough. Organizing the studies can be a bit tedious.

UserTesting is great for:

• Remote usability testing (moderated and unmoderated) and for user interviews
• Not having to do deal with compensation for the participants
• Finding audience members quickly

I haven't really found any reason not to use UserTesting.

UserTesting has always been really quick to answer any questions I have. They are also very generous and happy to help when I have messed up a test and need to cancel or have a test replaced. They are quick to solve any problems I have.

The organization of tests have been terrible. I don't know why there aren't nested folders as a way to organize all the tests. Some of the restrictions on creating the right audience is really frustrating too. For example, if I want any users between age 18-65 and also have a wide range of devices, you're not always guaranteed a good range of ages. You might get only 30-year-olds in your test.

UserTesting is well suited for companies who need to get customer verbatims for their company (either through written or verbal responses) who also need assistance in getting a wide panel of users. UserTesting is not only the industry standard for interviewing users but it's panel of users is so great that most likely, any kind of company will be able to screen UserTesting's userbase to find the right customers they need to interview.

Support is great. They're very responsive. Although sometimes you can have some issues that you'll be waiting on a response for a while. However, it never feels like you're talking to robots, every time you go through support it feels like you're talking to a real human and someone who actually cares about your issues.

I've used UserTesting to test for and against situations. I've used it to prove why we should kill off a feature, and to support how our IA should be organized. I've used it for discovery, and seeing how users prefer to shop. When testing prototypes, I would love to see a better, or more easier, solution for InVision, and prototyping.

Because of the online community, the university, and the number of other support channels, UserTesting has really made getting help easy and accessible. I, personally, have not reached out to the support team, but other team members have and they've been pleased with the help they have received.

There can be a bit of a learning curve, and it can be difficult to "dive in" but overall, the tool is incredibly easy to use, and very self-explanatory. I do provide support for my team mates that are not yet comfortable with running tests, or analyzing results.

UserTesting is great for soliciting feedback for live products or robust prototypes. If you have enough of a space for your users to really explore the product or interface, it's great.

Where UserTesting may not be useful is when you're dealing with extremely linear prototypes in which there's no way for participants to get lost or explore. It also falls short when your users are so specific that you can't recruit them with UserTesting's robust participant pool.

Every time I've reached out to UserTesting for help, they've been responsible. My customer success manager has always been attentive and helpful. Customer support has been speedy and smart. I've never had a problem that I couldn't get figured out by reaching out and asking UserTesting for a little bit of guidance.

Overall, UserTesting is a mostly intuitive platform once you've learned the basics. My only issues are minor and don't stop me from getting the results I need.

Sometimes when I'm setting up a future study (one that launches later), it's not clear that my request has gone through. It's a little confusing, and it took some practice to figure out how to use that feature and be confident that it worked.

When creating a user test, clicking in and out of tasks can be tricky. Using the keyboard to navigate your cursor around task text sometimes makes you exit the task box, which can be a little annoying.

But that's the worst of it! Overall the folks at UserTesting clearly value a good user experience.

UserTesting is a fantastic tool for conducting unmoderated usability tests. It has a huge panel of participants who usually complete any usability test within a matter of minutes or hours. The tools they provide for creating the tests are easy to use and comprehensive. In almost any situation, I think you could get quality usability feedback about your product in a really short timeframe. They have also added the ability to conduct in-person interviews with members of their panel, which is a pretty powerful offering (although it does cost extra).

If you need to conduct testing with a really specialized type of user, and if you can provide that panel of users yourself, then you may not need to pay for UserTesting. The main benefit to UserTesting is the panel of test participants they offer. You can provide UserTesting with your own test participants, but if you plan to do that a lot, then there are cheaper options available (Userlytics, UserBrain.net, TryMyUI, etc.).

In the rare cases where we've had a test participant from UserTesting's panel not complete a test or not follow the instructions, UserTesting is always quick to respond with an apology and a free re-test with a different participant.

My only complaint is with the pricing, which seems unnecessarily high and results in lengthy negotiations every year. They often want to up-sell us with some professional services that we don't need.

As you might expect from a product that facilitates usability tests, they have certainly done usability testing on their own product. Overall, I find it quite easy to use. When they update the product with new features, it can be temporarily hard to use while I learn how the redesign works. But, overall, I think it's excellent.

UserTesting is well suited for

• Getting user feedback on a concept / topic when the intended users are a generic, easy-to-come by persona (e.g., homeowners)
• Usability testing
• Preference testing
• Customer journey mapping / user requirements gathering

UserTesting is less appropriate / not as well-suited for:

• Recruiting very specific types of people or conducting testing where background knowledge is key (e.g., architects, surgeons, etc.)
• Conducting tests where more than 10 people are needed to reach significance (e.g., information architecture, surveys, etc.)
• Tests with login credentials or checkout processes where each participant will need an (you can do these, but they can be cumbersome)

Overall support has been excellent. UserTesting is super responsive and has resolved any open issues quickly and are pleasant to talk to. In addition, I think they do a great job reaching out to customers to get insights on how to make the platform better and are quick to include people in POCs for new features.

Overall, its really easy to get started. A few things that have caused issues are:

• Limited types of questions to use when creating tests
• Difficult to organize tests
• Preview options are limited (have to download a separate app / plugin)

UserTesting is an excellent tool for exploring customer sentiment for a variety of business challenges. From needs finding and design validation, to messaging tests and intercept surveys, their platform enables us to quickly and efficiently gauge the impact of our choices. And, most importantly, UserTesting can help save companies from themselves. When we first deployed UserTesting, a very senior executive sent an email regarding the visibility/obviousness of a core app feature. Normally, this would have led to weeks of meetings, emails, and production tests. Instead, a single test produced a chorus of customers stating they had no trouble finding the feature. Fire drill canceled.

The platform is intuitive, so I haven't made much use of their support function, but they've always been responsive and knowledgeable.

The core set of tools is very easy to use, but I am challenged at times to navigate my way across Workspaces, Tests, and Sessions.